Frequently Asked Questions

HolyEli Boutique offers both in-stock and pre-order items, so delivery times depend on the product. The estimated delivery time is shown on every product page; please check it before ordering. In-stock items usually arrive within 2–3 working days. Pre-order items may take 10–20 working days because they are ordered specifically from our supplier. Delivery times are calculated in working days, excluding weekends and public holidays. Important information about pre-orders: please check carefully before ordering. Once we have placed the order with the supplier, we unfortunately cannot cancel that supplier order. This does not affect the consumer’s statutory 14-day right of withdrawal.

If an order includes both in-stock and pre-order items, we dispatch everything together once the whole order is ready. The delivery time therefore depends on the item with the longest lead time. For example, if one item takes 2–3 working days and another takes 15–20 working days, both will be sent together according to the longer timeframe. Please bear this in mind when ordering. To receive in-stock items sooner, we recommend placing a separate order. If you have already ordered and would like separate deliveries, email info@holyeli.eu and we will gladly check whether this is possible.

You can check the delivery time after placing your order. We automatically email an order confirmation to the address you provided, showing the ordered products and their estimated delivery times. Remember that our shop offers both in-stock and pre-order items, so delivery times vary. If the indicated delivery time is too long or the product will not arrive by the date you need it, contact us immediately at info@holyeli.eu. The sooner you write, the more likely we can find a solution before the supplier order is placed or fulfilment begins. We may not be able to cancel an order already placed with the supplier, but this does not limit your statutory right of withdrawal.

HolyEli Boutique offers several convenient delivery options to make sure your order arrives safely. We work with Omniva, DPD and SmartPost and deliver to parcel lockers. Shipping prices: Estonia — free to parcel lockers; Latvia — €2 to parcel lockers; Lithuania — €2 to parcel lockers; Finland — the price is shown at checkout based on the chosen method; other European Union countries — the price depends on the destination and chosen method. All available delivery methods and exact prices are displayed in the cart at checkout.

If a tracking number appears on your order but the carrier’s website shows no movement yet, there is no need to worry. A tracking number is created automatically while we prepare the order; it does not necessarily mean the parcel has been handed over to the carrier. When your item arrives from our supplier, we prepare the order and hand it to the carrier. Tracking information normally appears after the first scan. This is especially common with pre-order items that we are still waiting to receive. Important: a tracking number does not mean your order has already been dispatched. The estimated delivery time is the one stated on the product page.

Of course! We want every HolyEli Boutique purchase to bring you joy, but we understand that an item may not meet your expectations, fit properly or be quite what you wanted. You can return an unsuitable item within 14 days of receiving it. To start a return, please complete the return form on our website, where you will also find the detailed return conditions and instructions. Return form and more information: https://holyeli.eu/en/purchase-information/product-returns/. Please remember that returned items must be unused and retain their original appearance. Hygiene-related return restrictions may apply to some products.

We want returns at HolyEli Boutique to be as simple and convenient as possible. The available options depend on your country. 1. Omniva return code (Estonia, Latvia and Lithuania): after you submit a return request, we arrange the return and email you a return code within 1–2 working days. This ensures the shipping details are correct and the return reaches us safely. Return fees: Estonia €3.50; Latvia €5.50; Lithuania €5.50. The return shipping fee is deducted from your refund. 2. Return independently: you may use a carrier of your choice (Omniva, DPD, SmartPost or another). Return destination: Sõpruse Rimi parcel locker, Sõpruse pst 174, Tallinn, Estonia. In this case you arrange and pay for shipping yourself. 3. Returns from other countries: Omniva return codes are only available in Estonia, Latvia and Lithuania. From other countries, you must arrange and pay for shipping yourself, using a suitable carrier. Return destination: Sõpruse Rimi parcel locker, Sõpruse pst 174, Tallinn, Estonia. Important: always complete our return form before sending anything back so we can register and process your return promptly.

No, unfortunately simply sending the item back is not enough. Under the law, when returning an online purchase you must clearly inform the seller of your intention to withdraw from the purchase contract. Sending back a parcel alone does not constitute withdrawal. Important: if a parcel is sent back without prior notice of withdrawal, we may not be able to identify the return or accept the parcel.

No, you do not have to use the same outer packaging in which your order arrived. If the original packaging is in good condition and can be reused, we recommend using it again to reduce packaging waste and protect the environment. If it was damaged when opened or is no longer suitable for safe shipping, you may use other sturdy, suitable packaging. Important: whenever possible, please also use the transparent protective bag in which the item was originally packed. It helps protect the item from dust, moisture and damage in transit. If that bag cannot be reused, please use another clean and suitable protective covering. Most importantly, pack the returned item securely so it reaches us clean and undamaged. Thank you for packing carefully and for your understanding!

Once the returned item reaches us, we inspect its condition and arrange the refund as soon as possible, usually within 1–3 days. By law, we refund the payment no later than 14 days after receiving your notice of withdrawal. However, we may wait until we have received the returned item before issuing the refund. Please do not worry or rush to enquire immediately after your parcel arrives: we process returns as quickly as possible and provide further information when needed. Refunds are generally made through the original payment method unless otherwise agreed. Important information for customers who paid by bank card: for technical reasons, the money may take a little longer to reach your account. Once we have issued the refund, the processing time also depends on your bank and payment provider.