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General Help

Find your answers to general questions below.

Shipping, delivery and returns

Once your order has been shipped you will receive an email with a link to your tracking information.

Filed under: Shipping, delivery and returns

If you would like to cancel your order please contact our customer care team on questions@elvie.com as soon as possible and we'll see what we can do.

Filed under: Shipping, delivery and returns

The country drop down menu on our basket and checkout page has a full list of the countries we ship to.

Filed under: Shipping, delivery and returns

There is no indication on the outer delivery box of what is inside. We appreciate that many of our customers have our products delivered to work or to a shared address so we are very careful to be discreet.

Filed under: Shipping, delivery and returns

We sell intimate products so we cannot accept returns. In the unlikely event that your products develops a fault please contact our customer care team on questions@elvie.com and we'll be happy to help, including providing a replacement if necessary. 

Filed under: Shipping, delivery and returns

Security and privacy

The privacy and security of our users is of the greatest importance to us. When you purchase on our website we do not store your credit card details. All transactions are secured with industry standard encryption. We don't share your details with any third party, other than the payment provider and the  warehouse that will pack and ship your order.

Filed under: Security and privacy

When you use Elvie products, data about your session is sent to your phone. Any data that is then sent to our servers is sent encrypted (using TLS) and stored on our servers on encrypted disks. To ensure that data remains anonymous, we separate it from any personally identifiable data, such as your name and email address, and store it on different servers.

We use anonymised data so we can see trends and meet the needs of our users by constantly updating and improving their Elvie experience. Creating an account and sending the data to the servers means that if you lose or upgrade your phone or tablet, you can take your history with you. It also lets you use our products with more than one phone or tablet. 

Filed under: Security and privacy

Any other questions?

Simply send us an email at questions@elvie.com and we'll be happy to help.

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