FAQs

Will the Smart Cases be available for other Android models?

We currently have no plans to offer Smart Cases for Google, Huawei and other smartphone brands.

How do you attach the cord with the clip to the Smart Case?

Attaching it is child's play: After you have put your smartphone in the case, loosen the case at one of the lower corners and push the clip into the appropriate recess in the Smart Case. The clip is then held in place automatically. Finally, after inserting the clip, check whether it has clicked into place.

Are your products vegan?

Yes, all eilenna products are completely vegan.

How can the Smart Case be cleaned?

The best way to remove dirt is with pure alcohol or spirit. Avoid solvent-based cleaners and make sure the case is completely dry before putting the phone back in.

Can I wash my cell phone strap?

We recommend washing the cord and lanyard by hand.

Can a PopSocket be attached to the Smart Case?

Yes, PopSockets stick to the Smart Case.

Does a cord come included when you buy a Smart Case?

When you purchase one of our sets, a cord is included, but you can also choose from a selection of other cords to personalize your Smart Case.

Is the clip on the cord compatible with every smart case?

Oh yes! All cords with the clip can be combined with any Smart Case from eilenna, no matter what model or color.

Is there a minimum order value?

No, because every unique item is worth being packaged and shipped by us.

Can I change my order?

Orders are usually processed immediately by us. Once your order is ready for shipping, we can no longer make any changes or cancel the order. To carry out a possible cancellation, please contact us no later than 1 hour after the order has been placed ( support@eilenna.de ).

Can I cancel my order?

In this case, please contact us immediately at support@eilenna.de and we will try to cancel the order or correct the incorrect information.

We ask for your understanding if cancellations are no longer possible because a package has already been sent.

Can I request an exchange for a different model or color when I return an item?

Yes this is not a problem!

Please contact us in advance by email with your request via retoure@eilenna.de

Once we receive your return, we will process your request as requested.

I have not received an order confirmation.

If you have not received an automatic order confirmation, your order has usually still been successful. To make sure that this is the case, simply send us an email at support@eilenna.de so that we can help you.

How long are the shipping times?

We will endeavour to dispatch your order as quickly as possible. Provided your product is in stock/not a pre-order, your order will usually be dispatched within 24 hours of receiving your order. You will receive an automatic dispatch confirmation once your shipment has been dispatched. It will then normally take between 1 and 4 working days for your order to be delivered directly to your home. Make sure your name is on your mailbox/door so your shipment can be delivered. Please note that the delivery time is only an estimate and may vary. This is especially true during special promotions and on public holidays, and neither eilenna nor its logistics partners have any influence over this.

How much are the shipping costs?

Shipping costs will be calculated at checkout based on the total weight of your order and the destination address you provided.

Within Germany we ship from 1.60€ and from 40€ shipping is free. Within Europe we ship from 7.50€.

Which countries do you ship to?

In addition to Germany, we deliver to many other countries, such as: Belgium, Denmark, England, France, Ireland, Italy, Luxembourg, Netherlands, Austria, Poland, Portugal, Sweden, Switzerland, Spain, Czech Republic, USA, etc. For a complete shipping list, please see the shipping information.

Are there any extra charges and duties for shipping to the UK/outside the EU?

For deliveries to Great Britain and other countries outside the EU, additional customs fees may apply and you may therefore incur unexpected additional costs. The amount of the customs fees depends on the value of your order. We ask for your understanding that we do not cover these costs.

What do I need to consider when making a return?

Please send the goods back to us in their original packaging with all accessories and packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.

Of course, it's okay to test an item just like you would in a store, but please do not reuse items you want to return.

Once the return is received and inspected, a credit will be issued to your original method of payment within 14 days. Shipping costs are non-refundable.

How do I exchange an item?

We are happy to offer you a replacement if the item(s) is/are in a new, unused condition. Please send it(s) within 14 days of receiving the order to eilenna, Gartenstraße 5, 07616 Bürgel, Germany and contact us in advance by email ( retoure@eilenna.de ). You are obliged to cover the shipping costs and the risk of the return. So that the exchange can be identified and processed, provide the following information: first and last name, order number and the item in question.

Please avoid damaging or contaminating the goods. Please send the goods back to us in their original packaging with all accessories and packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.

Is the return free or do I have to cover the costs myself?

For environmental reasons, we have decided not to offer free returns. We do not want to encourage the already large volume of parcel shipments and accumulation of packaging waste and hope to ensure that only defective or otherwise faulty orders are returned. However, if the products are faulty, eilenna will of course cover the return costs.

What is the return address?

Please send your return to:

eilenna, Gartenstrasse 5, 07616 Bürgel, Germany

Where can I get a return label?

Please understand that we do not have return slips.

We at eilenna try to counteract mass orders for the sake of the environment.

Insured shipping is not necessary. However, we ask that you ensure that your return shipment is sufficiently stamped.

Please note that when returning items from non-EU countries, do not specify the value of the goods, otherwise additional customs charges may apply.

How is the return shipment carried out?

If you would like to return products, please send them within 14 days of receiving the order to eilenna, Gartenstrasse 5, 07616 Bürgel, Germany. You are responsible for the shipping costs and the risk for the return shipment. Please provide your order number so that the return can be identified and processed. Please avoid damaging or contaminating the goods. Please send the goods back to us in their original packaging with all accessories and packaging components. If necessary, use protective packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage. Once the return has been received and checked, a credit will be issued to your original payment method within 14 days. Shipping costs cannot be refunded.

How will my return be refunded?

If the product meets our return policy, we will refund the purchase amount after receiving and inspecting the return. This will be done using the same payment method you used to make the purchase. If you paid by invoice, please contact Klarna so that the payment period can be paused until your return is confirmed. Alternatively, you can pay the invoice and we will refund you the amount as soon as your return has been inspected. If you have returned your product and informed us of the return by email at retoure@eilenna.de and it has been confirmed, but you have not received your refund within 14 days, please contact us again so that we can help you further.

An item from my order was missing or incorrect upon delivery. What can I do?

Please excuse the inconvenience. Please send us an email with a picture of the order and your order number to: support@eilenna.de

I received an email about a refund, but the money hasn't arrived in my account. What can I do?

Depending on your credit institution, it can take up to 7 working days for your refund to appear. You can find our refund under the name: EILENNA

If you have not received your refund after 7 working days, please send us an email to: support@eilenna.de

I couldn't find the answer to my question. How can I contact you?

Please send us an email to info@eilenna.de or use the contact form on this page.