Frequently Asked Questions

Order & Delivery

When you have placed an order and your order has not yet been sent, you have the option to change or cancel the order. If you have further questions about this, take Contact With us. When an order has been completed and already sent, there are no more options for us to change or cancel the order.

All orders are delivered free of charge within the Netherlands and Belgium. When ordering before 11.59 pm. Your order will be delivered the next day. We offer various free delivery options:

Delivery during the day between 09:00 and 18:00 via GLS
Evening delivery between 6:00 pm and 10:00 pm via TrunKRS
Pick up at 1 of our own Eleganza stores

Yes, we deliver to the whole of Europe, Asia and America.

Shipments within the EU are sent free of charge with GLS.

Shipments outside the EU are sent with UPS or DHL Express. The delivery times vary between 2 and 5 working days. The shipping costs vary per country, these are indicated in the check-out.

NB: Shipments outside the EU are sent without taxes and import duties. Depending on the country, these can be assigned to the customer.

Yes! Orders ordered on Sunday to Thursday before 11:59 PM will be delivered the next working day in the evening. Choose the TrunKRS option for this in the check-out. Please note that this speedy delivery service is only applicable for our customers in the Netherlands.

Yes, we also offer free evening delivery as standard. The evening delivery will be delivered by TrunKRS. The weekday deliveries then take place between 18:00 and 22:00. Please note that this speedy delivery service is only applicable for our customers in the Netherlands.

Yes that is certainly possible. In the check-out, choose the Eleganza store where you want to pick it up and you will receive an e-mail when the order is on location.

Note: - I f you choose Riverty it will not be possible to opt for a collection point - This is service is only available for NL customers

We have a real-time stock check so the chance is small, but unfortunately, when a last article is ordered online at almost the same time and also in one of our stores at that time, it can happen that an item is ultimately sold out. Of course this is very annoying and we will therefore try to help you as well as possible by, for example, offering an alternative.

Exchange & Return

Returning your order is possible as follows:

1. Register
Register your return within 14 days via this link.
Indicate which items and why you want to return or exchange. You can then select the desired shipping method.
The data you need for this are your email address and the reference number.

2. Pack
Pack your shipment as you received it. It is important that you do not delete the confirmed security course.
Articles without tag are not accepted.

3. Send
Take your package to a service point or have it picked up by the collection service when you have chosen for this when registering.
The Service Point will ask for the barcode that you have received by e -mail. 

4. Reimbursement and exchange
From the moment your shipment has been received from our distribution center you will receive a refund within 5 working days.
In the event of an exchange, your chosen item will be sent after your return has been received. 

To ask?
Contact us via Or call us 0346 244 095

Yes, that's possible. If you order a discounted item from us in the webshop and you don't like the item, you can return it. We will then refund the purchase amount. Note that we can only accept articles that have not been worn and returned within the return period.

We strive to ensure that you are completely satisfied with your purchase from us. However, if it is necessary to return a product, we use a simple and transparent return policy.

Return costs: When returning a product, we charge a return contribution of € 2.95. You pay this when you request a return label via our return portal.

Free exchange: If you choose to exchange a product, we offer a free service via our return portal. This allows you to select the desired product easily and without extra costs and to initiate the exchange.

After receiving you have 14 days to return the package.

We always process the repayment in the way the order is also placed. Did you pay the order by bank? Then the return payment is refunded to the same card. Do you pay with credit card? Then the return payment is deducted from the credit card account. If you have chosen PayPal, the return amount will be credited to your PayPal account again.

Hereby an overview of our return conditions:

You have a cooling -off period of 14 days to revoke the agreement. For no reason. That is your "right of withdrawal". Within the trial period you can quietly view the article as you would do in a store.

How you use the right of withdrawal:

  • By making this known through customer service.
  • Through one of our Eleganza shops
  • By returning the item via the return form

You can only return the item if:

  • the article is complete.
  • It is in its original condition and is in the factory packaging.

*If there is any reduction in value because you used the item in a different way than you would do in a store, we can pass on this value reduction.

Returning is not possible for:

  • Articles that were borne on its own initiative.
  • Items that are returned after the cooling -off period of 14 days
  • Articles that no longer contain security step

Return form
You can find the return form with your order. Have you lost the form? No problem! Take Contact on with our customer service. They will send you the return form again.

You will receive an email from us as soon as we have processed you back. We refund the amount within three working days after processing your return. We pay back with the same payment method with which you have settled the item. If you have paid with a gift voucher, we will not pay the value of the receipt. You can spend the credit (after the processing of your return) with us again.


The following payment methods are accepted online:

  • iDeal
  • Credit card
  • Riverty (pay afterwards)
  • PayPal 
  • The gift card
  • Fashion check

Yes in most cases. We work together with Riverty, they manage the after payments. Riverty afterwards payment service is supported in the Netherlands and Belgium.

If this is not possible, it may be caused by one of the factors below:

  • The order amount is too high.
  • The number of orders you have placed with us earlier.
  • Delivery at one of our stores.
  • There is no approval from Riverty

You can of course complete your order with a different payment method. Do you prefer not to pay immediately? When paying with credit card, the amount is only debited when your item has been delivered.

For more information about payment afterwards, please refer to

Yes, when you enter our webshop, you will immediately be in a secure internet environment. Due to the secure environment, it is not possible to secretly observe. The address and payment details are encrypted via an SSL connection. You can recognize a secure SSL connection by the lock icon in the browser.

The payment is ultimately processed via the MultiSafepay platform. For more information about this you can contact Multisafepay.

You can only pay with cash in our stores.

Yes, you can also place an order from Belgium. Delivery is free, and it will arrive the next day, just like for our Dutch customers. We offer the following payment methods for orders from Belgium:

ING HomePay
Riverty (pay afterwards)
Credit card

All payments made via the MultiSafepay platform are checked by an extensive fraud system. In addition, Eleganza also checks the orders with a high order amount or orders that have only been approved after many attempts. This way we can continue to guarantee the safety of payments and prevent abuse and fraud.

Complaints & Warranty

If you have received a defective or incorrect item, we sincerely apologize for the inconvenience. This is certainly not our intention! To resolve the issue as quickly as possible, please get in touch with our customer service.

Warranty conditions

Our general guarantee duration only applies to our products with normal use and that are well maintained. The general warranty duration is valid with a proof of payment of up to 100 days after purchase. The date stated on the voucher is the effective date of the warranty. If defects arise with normal and judicial use within the warranty period, we will repair it free of charge. If recovery is not possible, the supplier will investigate whether there is a quality complaint. This investigation can take 4 to 6 weeks. If the investigation shows that there is a quality complaint, the damaged product will be replaced. If the product is no longer in stock, eleganza/oblique one will proceed to compensate for the purchase amount of the product.

Sticked or stuck soles can release something due to use. This falls under bearing damage regardless of the time frame in which this happens. This will be repaired within the warranty period.
No guarantee for discoloration of the product. Products can discolour through exposure to day/sunlight.
Single applications such as: studs, veterinary rings, lace-up trays, ski hooks, pins, sequins, beads and other ornamental applications can be damaged or even losing through use. This falls under bearing damage regardless of the time frame in which this happens. When recovery is possible, Eleganza/Oblec will ensure recovery within the valid warranty period.
Sticked fabrics/materials can always let go through use. Recovery will be looked at within the warranty period.
Natural materials such as leather have natural properties and can therefore release color, allow moisture, absorb dirt and/or release fibers.
No guarantee of paint damage. Visible paint damage can occur with painted materials such as leather or rubber.
No guarantee on luxury material operations, rubberized leather, patent leather, velvet since they are very sensitive to damage/cracks and the difficulty in maintenance.
No guarantee of fading or even completely disappearing from printed logos. These can fade at any time or even disappear completely when used.
No guarantee on WAS complaints. We therefore recommend consulting the washing instructions in advance.
No guarantee for the loss of down springs in quilted jackets. Quilted jackets can always show loss of down springs around the seams.
Repairs and adjustments by third parties make the right to complain.
Products with a complaint that has been run or worn for too long, the right to advertisement expires.

We understand how frustrating this can be. If the item is within the warranty period and meets the specified conditions, we will address the complaint. Please reach out to our customer service for assistance. Alternatively, you can visit the store where you made the purchase. Each complaint is carefully processed, which involves registering the complaint with the supplier.


If you select your desired size on the product page you can view the store stock, note this is an indication. Do you want to be completely sure that the product is there? Then contact the relevant store.


If you cannot find the answer to your question in our FAQ, do not hesitate to contact us by filling in the form below.