Frequently asked questions (FAQ)

No, you do not need to create a customer account to place an order and can order as a guest.

To do this, go through the order process as usual without creating a customer account.

If you would like to create a customer account, you can do so at the following link: https://elanee.de/mein-konto/.

To do this, use the “Register” page on the right and register once with a valid e-mail address and password.
You will then receive an activation request to the e-mail address you used.
Follow the link in the activation e-mail.

Your customer account is then created.
You will receive a confirmation e-mail from us.

If you have not received an e-mail with an activation link to create your customer account, first check the spam folder in your e-mail inbox and the correct spelling of your e-mail address.

If you have not received an e-mail with an activation link, please contact us at [email protected].

First log in to your customer account with your e-mail address or user name.

You can then change your name or password under the menu item “Account details” on the left.

On the left under the menu item “Address” you can change your default billing and delivery address.

If you can no longer log in to your customer account, first check whether you have used the correct user name/e-mail address and password.

If you have forgotten your password, you can use the link “Forgot your password?”
to reset your password.
You will receive an e-mail.
You can reset your password under the link.

If you encounter any further problems, please contact us at [email protected]

If you would like to delete your customer account, please send us an e-mail with your request to [email protected]

The protection of your data is important to us, which is why we protect your data in accordance with our privacy policy.

You can see whether we have received your order in your customer account under the menu item “Orders”.
You will also receive a confirmation e-mail from us with your order number once your order has been successfully placed.

If you have not received a confirmation e-mail, please contact us at [email protected]

Unfortunately, you can no longer change your delivery address after completing your order.
As we want to offer our customers the fastest possible delivery of their items, the delivery address cannot be changed afterwards.
We ask for your understanding.

You will receive the invoice together with your goods.
We will enclose the invoice with your parcel.

If your order does not arrive in full, please contact us at [email protected] or via our returns portal, stating your order number, delivery note number and which items are missing.
We will then take care of your request as quickly as possible.

If your order is partially or completely damaged, please contact us via the returns portal and our customer service will get back to you.

We will then take care of the refund or the exchange of the item.

If you have received an incorrect item, please contact us via our returns portal, stating your order number, the delivery note number and which items were missing from your order.
Our customer service will then contact you.

We offer the payment methods Paypal, Paypal Pay later, direct debit, Giropay, instant bank transfer and debit or credit card.

All our payment options are processed by Paypal.

You can find all important information about “Paypal” here: https://www.paypal.com/de/webapps/mpp/pay-online

You can find all the important information about “Paypal Pay Later” here: https://www.paypal.com/de/webapps/mpp/30tage

All important information about “Paypal SEPA Direct Debit” can be found here: https://www.paypal.com/at/webapps/mpp/lastschrift

All important information about “Paypal giropay” can be found here: https://www.paypal.com/de/smarthelp/article/wie-funktioniert-eine-zahlung-mit-giropay-faq3826

With the “SOFORT” method you will be redirected via Paypal and can pay conveniently with your online banking.

All important information about “Paypal debit or credit card” can be found here: https:%C3%

If you have any problems with the payment, please contact us at [email protected] .

The shipping costs per shipment are €5.95 (incl. VAT).

The delivery time for your order is between three and five working days.
You can view the status of your order in your customer account or by using your consignment numbers at https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html.

We currently only ship orders within Germany.

Your order will be shipped with DHL.

As soon as your order is ready for dispatch, you will receive an email with the tracking number.
You can use this to track your parcel at https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html.

Yes, you can also have your order delivered to an address other than your billing address.

You can either enter this in your customer account or enter a different delivery address during the ordering process.

Yes, you can track the shipment status.
You will receive a tracking number by email, which you can use to check the status of your parcel at https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html.

If your parcel has not arrived, first check the order status in your customer account or the shipping status at https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html using your consignment number.

If you still cannot find your parcel, please contact us by email at [email protected] with your order number.
You will find the order number in the subject line of your order confirmation e-mail.

During the Christmas holidays, we will not be able to ship your orders within 5 working days as usual due to inventory and closing times.

Therefore, all orders in the ELANEE online store received between 18.12.2023 and 01.01.2024 will not be shipped by us until 02.01.2024.
We ask for your understanding.

If you are a midwife or healthcare professional and would like to order from us during the Christmas holidays, please refer to the information in the midwife login.

In principle, only complete, undamaged and unopened items can be returned to us.
Items that are sealed with a hygiene seal can only be returned if the hygiene seal is undamaged.

If your item has already arrived damaged or is incomplete, please contact us via the returns portal.

You can return your order to us within the statutory withdrawal period.
This period is 14 days.

You can read all the information about the right of withdrawal here.

Yes, please register your return with us.
You can register your return with us via our returns portal www.elanee.de/rueckgabeportal and provide us with all the necessary information.
Our customer service team will then contact you.

Yes, you can track the shipment of your return.
After you have registered your return, you will receive a return label from us by e-mail.
You can track the return via https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html using the consignment number on the return label.

The buyer bears the costs for the return shipment.
The costs for a return shipment amount to €5.95.
Please register your return via our returns portal.

If your goods have arrived damaged or defective, please also contact us via our returns portal.

You will receive your refund after we have received the returned goods.
You can check the shipping status of your return via the shipment number on the return label.

As soon as we have received your return, you will be refunded the amount.

If your order is partially or completely damaged, please contact us via our returns portal.

If possible, please send us a picture of the damage.
This will enable us to process your request more quickly and easily.

We will then take care of refunding the amount or exchanging the items.

You can redeem the voucher code in the shopping cart.
Please enter the voucher code in the field provided.

Some voucher codes are automatically recognized in the shopping cart.
You do not need to add these voucher codes manually.

Whether you can redeem only one or several voucher codes depends on the respective promotion.

We check reviews of our products before they are published and then activate them.
Each review is individually checked to see whether it was made by a consumer who actually purchased the goods from us.
If this is the case, the review is marked as a “verified purchase”.
If a consumer has left a review who has not purchased the product directly from us, the review will be marked as an “unverified purchase”.
A review can only be submitted if the user is logged into the customer account.