Frequently Asked Questions
Orders and Payments
How to place an order?
How to place an order?
Choose your products, add them to your cart, and proceed to checkout. You can shop as a guest or create an account – with an account, future orders are faster, and everything is in one place.
What payment methods do you accept?
What payment methods do you accept?
- BLIK
- Visa / Mastercard
- Apple Pay and Google Pay
- PayPal
- Cash on delivery
Can I change or cancel my order?
Can I change or cancel my order?
Yes, as long as your package has not yet been packed. Write to us at [hello@ellemania.pl] or contact us via chat as soon as possible. If the shipment has already been handed over to the courier, you can still exercise your right of return.
I haven't received an order confirmation. What should I do?
I haven't received an order confirmation. What should I do?
First, check your spam or "Promotions" folder – sometimes our messages end up there. If it's not there either, write to us, and we'll check what happened.
Shipping & Delivery
What are the delivery options?
What are the delivery options?
- InPost Parcel Lockers
- InPost / DPD courier
- DPD Pick Up
How fast do you ship orders?
How fast do you ship orders?
We make every effort to get your packages on the way as quickly as possible. Preparing your order for shipping usually takes 2 to 4 business days from the moment the payment is credited. Delivery by the courier or to a parcel locker within Poland typically takes an additional 1–2 business days.
Where do you deliver? (Do you ship internationally?)
Where do you deliver? (Do you ship internationally?)
We deliver orders to Poland and selected European Union countries. At this moment, we do not ship to other regions worldwide (including the USA). You can find the exact list of supported countries and shipping rates in our "Shipping & Delivery" tab or directly in your cart before finalizing your purchase.
How do I track my parcel?
How do I track my parcel?
When the parcel is dispatched, you will receive an SMS and an email with a tracking number.
You can also check the status in the "My orders" tab after logging in.
The package didn't arrive or came damaged - what now?
The package didn't arrive or came damaged - what now?
Contact us within 7 days of the (estimated) delivery date. If the
package is damaged, draw up a damage report with the courier and send us
photos – we'll sort it out quickly.
Returns and Complaints
Can I return a purchased product?
Can I return a purchased product?
Of course. You have 14 days from the moment you receive your package to return the goods without giving any reason. Please remember that the returned product must not show any signs of use – it should be sent back in its original packaging with the security seal intact.
How to return an order?
How to return an order?
- Fill out the return form at szybkiezwroty.inpost.pl.
- Pack the product together with the form.
- We will refund your money within 14 days of receiving the package.
Who pays for the return?
Who pays for the return?
The cost of return is covered by the customer. / Returns are at our expense - after you report the return, we will send you a shipping label by email.
Can I return an opened cosmetic or supplement?
Can I return an opened cosmetic or supplement?
Unfortunately not – for hygiene and safety reasons, we do not accept returns of opened cosmetics, supplements, perfumes, or products with a broken seal. The only exception is if the product has a manufacturing defect.
The product is faulty or damaged - what should I do?
The product is faulty or damaged - what should I do?
We are very sorry if the product did not meet your expectations or arrived damaged. Please contact us as soon as possible at hello@ellemania.com, providing your order number, a brief description of the problem, and attaching photos of the defect. We review every complaint reliably and efficiently within 14 days.
Cosmetics - product inquiries
Are your cosmetics original?
Are your cosmetics original?
Yes. We only work with official distributors and manufacturers, so every product comes from a legitimate source and has a full guarantee of authenticity.
Are your products tested on animals?
Are your products tested on animals?
No. Everything in our store is cruelty-free, and many brands are
also vegan - look for the labels in the product
descriptions.
How to check the expiry date and PAO?
How to check the expiry date and PAO?
You can find the expiry date and the PAO symbol (an open jar with a number of months) on the packaging – it tells you how long the product
retains its properties after opening. For products with a shorter shelf life (outlet), we always indicate this in the description.
How to choose the right product for your skin type?
How to choose the right product for your skin type?
In each category, you will find filters (skin type, concern, active ingredient,
SPF). If you have any doubts, write to us; we love to help with this
Will I get samples?
Will I get samples?
Yes! We add samples to every order, and for larger orders, we often include full-sized products as well.