Below one can find general information about placing an order on e-ville. If for some reason you have a problem with your order, please don't hesitate to contact our customer service by email or through the contact form.
Urgent Delivery / Tracking Code
Payment Methods
The following methods can safely be used for payment:
- Credit/ Debit Card
Ordering off e-ville.com is completely secure, as all payments are processed either via PayPal’s payment system, or via the Finnish web payment gateway Luottokunta.We accept Visa, Visa Electron, MasterCard as well as Debit Cards. Payment will be made by filling in the requested data. After confirming your payment, you will receive an email from us and your account will be charged on behalf of "e-ville" in your statement. If you require further information, please contact your bank or credit card provider.
- PayPal
Alternatively if you do not want to use your debit/credit card, you can pay via your own PayPal account. For more information about PayPal:
https://www.paypal.com/en/webapps/mpp/about
At the moment tablets or mobile phones do not properly process the payment in our system so please place orders via a computer.
Delivery
Typically, processing time takes 1-4 days. After dispatching the order, mail delivery usually takes between 5-15 days, so in total orders can usually take up to 1-2 weeks, depending on the shipping method selected. Please note that some promotional products can take longer, depending on the specific campaign. Feel free to check the status of your order under "My Account". You will receive an automated email once your order has been shipped.
Shipping is free worldwide for orders valuing over 10 €. If your order is under this amount, shipping and handling will be automatically added to the amount of 5 €.
If you order more than one product, it is possible that packages are released at different times or in separate packages for technical reasons. In this case, it is common for packages to arrive on different days. Normal delivery time is 1-2 weeks. If the order has not arrived within 3 weeks following the date of dispatch, please contact our customer service through the contact form.
** Delivery Times do not include additional delays that may be caused by Customs or other government agencies, as well as weather conditions and public holidays.
Undeliverable Packages & Incorrect Addresses
- Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will send a automated message to the email registered in our system.
- We are unable to re-ship orders that are returned to us as undeliverable if the customer does not pay a shipping fee (5EUR per package).
- Why Was My Package Undeliverable?
Local Post Offices may deem a package undeliverable for one of the following reasons:
- Incorrect Address.
If the address is incorrect or outdated, the carrier or the unintended recipient typically returns the package to us. This is not always the case so please double-check your address carefully when placing your order or choosing a re-delivery. To remove an outdated or incorrect address from your account, click the "Address book" link in My Account, please note that you will need to contact our Customer Service in order to update any address for processing orders.
- Other Address Problems.
In rare cases, the address label becomes illegible during the shipping and handling process, or the carrier makes a mistake and leaves the package at a different address than that printed on the label.
- Failed Delivery Attempts.
The post office will not attempt to delivery the parcel a second time. Normally the post service will leave a message at the delivery address if nobody was present to receive the package. This of course varies by country and postal service.
- Refused by Recipient.
If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.
Shipping Restrictions
- Warranty issues and manufacturer restrictions prevent us from shipping certain products to all geographical locations. You'll be notified while placing your order if we're unable to ship specific items to the address you've selected.
Urgent Delivery / Tracking Code
Your order may be changed to first-class delivery, in which case a tracking number will be provided to you for the benefit of tracking your order This service has a faster shipping time and is recommended for all orders. This service has a cost of 2.90 €.
If you selected a shipping method with tracking code, you can track your package at the following websites:
China Post:
http://intmail.183.com.cn/item/itemStatusQuery.do?lan=0
or
http://www.17track.net/IndexEn.html
Hong Kong Post:
http://www.hongkongpost.com/eng/tracking/index.htm
Otherwise, you can track your parcel via your local post office website.
Terms and conditions must be approved before completing your order. Terms and Conditions of Use can be found here.
E.U. and U.K orders over 22€ or 15£
- Due to E.U or U.K. custom restrictions, orders over €22 or £15 before applied discounts will not be tax free, hence customers may be charged for customs fees when receiving the item at their location (these charges are not the responsibility of e-ville).
All e-ville products have specific warranty periods and return policies, and are listed in the item description. If you need to return an item, please contact our customer service. Our products have a return policy of 30 days, however, items must be unused and must include the original packaging. One of our customer service members will inform and instruct you on how to resolve your case.
Please note! The warranty does not cover self-inflicted damage (eg, exposure to water, falls, impacts, computer viruses, etc.). Asessment will be issued to all returns before the last expedition. We charge a fee of 40 Euros to the client for troubleshooting if the product is not defective as described by the customer or the product is clearly broken by their own actions.
The return shipping costs must be assumed by the customer, in this case if a replacement has to be sent to you according to the problem arising with the product (wrong item ordered, either size or type) a fee will be charged once we have received the returned package in our offices, these extra fees and shipping charges will be issued on the replacement package with the correct item and / or size / type correct item ordered.
- Returns must be postmarked no later than 30 days after the package is received.
- Original invoice and RMA authorization must accompany returned item(s) in order for refund or exchange to be processed.
- Refunds will be made via the original transaction method (we may ask for another method of refund, such as Bank Transfer or PayPal). An exchange or merchandise credit will be issued for orders using coupons as a payment method.
- Returned items must be in their original state and deemed to be unworn to be accepted for a refund.
- NON—RETURNABLE ITEMS
- Due to the intimate nature and hygienic standards of certain items, returns are not accepted on: underwear, socks, adhesive bras or any lingerie set. Returns will be at the sender’s expense.
HOW TO RETURN A PURCHASE
Mail the completed Return Form (included with your shipment), your original invoice and the item(s) you wish to return. Our Customer Service members will assessed your case and be in touch with you.
The customer is responsible for all return shipping and handling costs, as well as duties and/or taxes for international orders (if applicable).
All our products have a 30 day return policy. If you want to cancel the transaction, please contact our customer service through the contact form. Report the order number and payment method that you want the to be credited to (bank account number, PayPal or purchase price for the restoration of credit card). We will refund the purchase price of the product when returned to our offices. We are happy to hear feedback about products and services. Please state the reason for cancellation. For defective products, we can exchange the item for a new one or another item of the same price or similar.
Refunds will not be issued to additional services such as insurance or express delivery (service with tracking code). The return shipping costs must be assumed by the customer.
NOTE: Always contact the customer service before returning any package!
If you need to cancel or change your order before the order has been shipped, please contact customer service via customerservice@e-ville.com
For more information, you can always visit our FAQ page here.
Partners
e-ville.com / Digital Electronics Ltd is a member of the Finnish Chamber of Commerce in Hong Kong. Ville Majanen serves on the Chamber of Commerce board of directors.
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