Frequently asked questions

ORDERS AND PAYMENT

1. What payment methods do you accept?

   At Elementy Online Store we accept payments via Tpay, PayPo and Klarna services for orders with shipment in Poland. For foreign orders: via bank transfer, PayPal, Revolut, online card payment (Stripe), SEPA, Giropay, Sofort, Google Pay, Apple Pay, Klarna. Klarna is available for orders shipped to Germany and Sweden. For PayPal transactions a non-refundable 3% of the order value commission is charged.

2. To what bank account should I transfer the payment?

   for EUR EURO ELEMENTY WEAR
   Nest Bank
   IBAN account: PL78 2530 0008 2090 1071 3637 0002
   BIC/SWIFT: NESBPLPW
   Your order will be processed after we receive the payment.

3. Can I cancel my order?

   Yes, if your order hasn’t been paid yet. If have you already completed the transaction, but your parcel hasn’t been shipped yet, let us know at [email protected] so that we can cancel your order.

4. Can I make any changes to my order?

   Unfortunately, it is not possible to change the ordered products (model, color, size, quantity). If you want to change the address given in the order, please write to [email protected] as soon as possible. It is not possible to change the address after generating the waybill.

5. Can I get an invoice for my order?

   Yes, before making your order contact us at [email protected].

ONLINE STORE

1. Are products not listed on the website refilled?

   Depending on the product, we periodically supplement the warehouse. If you are interested in a product that is not currently in stock, we encourage you to sign up for availability notifications, you can do it on the product page, choosing the size you are interested in.

2. How can I reclaim a forgotten password?

   Click on the "I forgot my password" option in the login panel. You will receive the link which enables you to create a new password.

3. How can I contact Elementy if I have another question regarding my order or received products?

   Please contact us via email: [email protected].

4. How do I know I made a purchase?

   You will receive a confirmation sent to the email provided with your order.

5. I can’t register/make a purchase/the online store doesn’t work. What can I do?

   If you can’t register or make an order please check if you’re using the newest version of the browser. If the issue continues contact us at [email protected].

BOUTIQUES

1. Does Elementy have any boutiques or can be found in stores?

   Yes, we own five boutiques in Poland: in a cozy space at Mysia 3 on the second floor, in the industrial Elektrownia Powiśle in Westfield Mokotów in Warsaw and in Stary Browar in Poznań. We have also a boutique with local Polish products Geszeft in Katowice at Morcinka 23 street.

CUSTOMER COMPLAINTS

1. Can I file a complaint?

   In order to file a complaint please fill out the form that you can find HERE and include it with the receipt or other proof of purchase in the package. When filing a complaint we ask you to give us the following information: customer’s name and surname, full address, information to identify the transaction (order number, login), product and the reason for complaint, contact details.
   
   Please send the package to the address below:
   Elementy Wear sp. z o.o.
   20 Matuszewska street / entrance D (2 floor)
   03-876, Warsaw, Poland
   or return it in person in our boutique at Mysia 3, Elektrownia Powiśle or Westfield Mokotów in Warsaw or in Stary Browar in Poznań.
   
   If you send a parcel by post, please make sure that it will be directly delivered to our warehouse, remember to keep the shipping confirmation from your post office, it will be useful in case of problems with the shipment. Send the return as a parcel, not as a letter. Parcels that were delivered to the post office and advised might not be picked up.

2. When will my complaint be processed?

   Complaints are processed within 14 days from us receiving the complained goods together with a complaint form and a receipt.

3. What are the options of accepted complaint?

   If the complaint is accepted, we will offer you a free repair or exchange for the same model free from defects or another product.

4. Which complaints are not accepted?

   We do not accept complaints arising from the natural wear off of the product or wrong care...