Frequently Asked Questions
ORDER & SHIPPING
Q: Are you offering worldwide shipping?
A: Yes, we ship worldwide! Please contact us when you're unable to select your country at checkout.
Q: Are all packages insured during shipping?
A: Yes, all L'élianne ® packages are insured during shipping by us, without extra costs.
Q: Am I safe as a customer to order online?
A: Yes, we proudly carry the Seal of Approval which guarantees authenticity, reliability and safety. As a customer, you will be safe across ordering on the website.
Q: Can I track my order?
A: Yes, once your order has been processed and shipped, you will receive an email with a track and trace code. The track and trace code helps to keep an eye on the estimated delivery time and possible delays.
Q: Help, my track and trace code doesn't work!
A: No worries! When you can not track your parcel, please contact us and we are happy to help you as soon as possible.
Q: How soon will my order arrive?
A: All products that are in stock will be shipped from The Netherlands within 1-3 business-days. We do our best to offer fast delivery worldwide.
Q: Is there an offline L'élianne ® store where I can collect my order?
A: No, this is not possible.
Q: Can I collect my order from a desired pick-up point?
A: Yes, you can select your desired pick-up point at the checkout.
RETURN & WARRANTY
Q: Is it possible to return my order?
A: Yes, L'élianne ® stands for excellent quality products for long-lasting use. We stand behind our products, which is why we offer a very generous return period of no less than 60 days!
Q: Do I have warranty on my order?
A: Yes, by law you are obliged to report the defect to us within two months of discovery. If the defect is within the warranty period, we will be happy to easily repair or replace the product free of charge.
FAQ (DOG CAR SEAT)
Q: Is it machine washable?
A: Yes, all the products are machine-washable. The dog travel bed has a removable cover, which can be washed in the washing machine. Please do not wash the cushions, but hang them outside. Wash the cover on a cool, gentle cycle and do not tumble dry. If the bed is not very dirty, wipe it clean with a damp cloth.
Q: Can I carry the dog into the car seat?
A: No, we do not recommend this, please check out our luxury dog carrier. Although our beds are made to be super durable and strong, they are not designed to carry the load of a dog on the handles for long periods of time. This can cause the stitching to come loose and tear away from the bed and unfortunately the customer will have to be held responsible for any damage caused in this way. However, you can always attach the dog to the collar on the bed during walks. This way you will always have one hand free.
Q: Do I have to switch off the airbag when I use the front seat for the car bed?
A: Yes, you always have to turn off the airbag at all times when the car seat is in the front seat.
Q: How do I switch off my airbag?
A: To turn off the airbag: with the car stationary and the ignition off, press lever 1 and turn it to the OFF position. With the ignition on, check that the indicator light ¹ is illuminated in the display 2. This light comes on continuously to remind you that you can use a child seat.
Q: Will my dog fit?
A: Ideally, the L'élianne travel bed is best suited for puppy's, small or medium-sized dogs. We have launched a new XL travel bed for large dogs. If you are not sure if your dog will fit, you can always contact us and we can advise you better.
Q: Are the safety belts included?
A: Yes, all the travel beds are included with one small dog seat belt and one bigger belt. At the checkout you have the possibilities to order more.
FAQ (DOG COATS)
Q: What if I need help with finding the right size?
A: We would be happy to offer you personal service to find your right size, please contact us.
Q: Are you looking for Brand Ambassadors, promoters or influencers?
A: No, at the moment we are not looking for these types of collaborations.
Q: Do you offer wholesale / retailer possibilities?
A: Yes, we would be very happy! We offer exclusive partnership with other brands to would like to distribute our products. Please visit our retailer page to get more information.
We offer fast personal customer service to all your questions. We try to contact you as soon as possible, but always within 1-2 business days.