Unfortunately, Ellum Audio is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Ellum Audio. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
WHAT IF I HAVE NOT RECEIVED A PART OF MY ORDER?
Please check the invoice inside your parcel bag. This will detail which items should be in the parcel. If you have only been sent one dispatch email and haven’t received all of your items please contact us ASAP via mail email@example.com
HOW CAN I PAY FOR MY ORDER?
We’ve got you covered! We accept the following payment methods:
You can be assured that shopping with Ellum Audio is safe! We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
WHAT DOES PAYMENT REVIEW MEAN?
If your order has gone into payment review, it means the order may have failed. If money has been taken from your account and you have not received an order confirmation email, please contact us as soon as you can.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
Once you have placed an order you will shortly receive a confirmation email. If you have not received your order confirmation email please contact us firstname.lastname@example.org, please check your junk/spam before.
CAN I MAKE CHANGES TO MY ORDER? (e.g.Address/cancellation)
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means you only have 12 hours to request changes. After that we will be unable to make any changes as it’s already being processed at the warehouse. You’ll need to place another order or return any unwanted items.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:
* Your name
* Your order number
* Product name & code (this can be found on your order confirmation email)
* Picture of the fault / incorrect item
CAN I EXCHANGE AN ITEM?
Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.