Hilfe und FAQs

Below are some common concerns of our clients before purchasing.
If you have other questions, please just send them to support@elonnashop.com

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Need Help?

If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 24-48 hours!


To create your account on the ELONNA shop, click on "Create an Account". Fill in your email address - which becomes your username - as well as other required information.

When logging in, click on "Forgot you password?" then enter the email address you created your account with. A link to reset your password will be emailed to you instantly. If you do not receive it in your regular inbox, check your spam mail.

If you register with us, you can easily access to your orders status and order history; you can also access to your favorite items in “My Wishlist” and even enjoy sweet deals with our exclusive discounts, promotions, and special offers.

To change your password, log in to your account and go to the “Reset Your password” section.


The shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you confirmed the order status as shipped, but didn't receive the shipping notification, you may have entered your email incorrectly or it could have been sent to your spam folder. If you still couldn't find the shipping notification, please contact ELONNA customer service at support@elonnashop.com, Any questions, reply within 24 hours.

The first thing to do is send us an email with all the necessary information stating you wish to cancel your order. We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.

If your order hasn't been placed yet, you can change it directly in your shopping cart. After you submit the order if you want to modify /change it, such as change shipping address, change size or product, etc, please contact our Customer Care Team at support@elonnashop.com,we will get back to you within 24 business hours.

To use a discount code, you can simply enter it into the “discount code” field located on the payment page and then input the discount code. Once the code has been validated, the offer will automatically be taken into account in your order.

You can follow up the “Size Guide” on each product page to choose the fit size for yourself.


You can try these methods as follows.
1. We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won't display or function properly.
2. And you are suggested to try and checkout using PayPal express check out to see if that helps.
If you're still having trouble, please feel free to contact our email support@elonnashop.com and let us know in detail we'll investigate further.

Have you checked the expiration date of your coupon code? Please be sure to enter your code without leaving spaces. Try clearing the cache of your browser. If your code works, a text will appear to state that your coupon code was taken into account. Codes may not be used concurrently: if you have several, only one may be used per order. After following these steps, and if the code still won't work, please be sure to contact Our Customer Service: support@elonnashop.com

We accept all currencies. Websites will automatically switch currencies based on your IP address.

The money will be taken immediately once it is authorized. An email will be sent to you to confirm your order. But if your card is not authorized or is under the status of pre-authorization, payment will not be taken.


If you have not received your package, please be sure to track your package using the tracking number received via email. You also can contact our customer service team for more help: support@elonnashop.com

In this event, please be sure to contact ELONNA Customer Service (support@elonnashop.com) before returning the item. They will guide you regarding the procedure to follow.

You can send us an email stating that you need to change your shipping address. Here is the email address: support@elonnashop.com. To ensure that your package can be properly delivered, please make sure that your address is complete and correct with all the necessary information.