Terms of service
1. About us
The online store www.elena-mae.com is operated by Velo Goods Retail, Segment 3, 6921 RC Duiven, the Netherlands, Chamber of Commerce (KVK) number 92012205. Velo Goods Retail is the seller of every product on this website. The store is hosted by Shopify.
2. When these terms apply
These Terms of Service apply to every visit to our website and every order you place with Elena Mae. By placing an order, you accept these terms. Please read them together with our Shipping Policy, Returns & Refunds Policy, Payment Policy, Privacy Policy and FAQ.
3. Products
Every product is described and photographed with care. Because screens differ, a shade can look a little lighter or darker in person. All products are subject to availability.
4. Prices
Prices are shown in U.S. Dollars (USD). Shipping is free. Where sales tax applies, it is added at checkout before you confirm your order. If a price on the website is clearly wrong, we will let you know and you can choose to cancel the order without cost.
5. How an order is made
Your contract with Velo Goods Retail exists from the moment our order confirmation email reaches you. We have the right to decline or cancel an order, for example when a product is unavailable or a payment cannot be verified; in that case we refund any amount paid in full.
6. Payment
You pay when placing your order, with one of the methods listed in our Payment Policy.
7. Delivery
We deliver in the United States. Processing takes 1 to 3 business days and transit 5 to 10 business days, as set out in our Shipping Policy.
8. Ownership and risk
Risk of loss or damage transfers to you on delivery of the parcel. Ownership of the products passes to you once we have received full payment.
9. Cancellation and returns
You can cancel an order free of charge until it ships, and return items within 30 days of delivery, under the conditions in our Returns & Refunds Policy. Items that cannot be returned are listed there too.
10. Warranty
The consumer rights that federal and state law give you are not reduced by these terms. For a product that is faulty or not as described, write to support@elena-mae.com or through our contact page and you will receive a replacement or a full refund.
11. Liability
Our liability is limited to the amount you paid for the order in question. This limit does not apply to damage caused by our intent or gross negligence, or where the law does not allow a limitation of liability.
12. Intellectual property
All texts, photos, logos and designs on this website are the intellectual property of Velo Goods Retail or its licensors. You may not copy or use them without our written permission.
13. Personal information and cookies
How we collect and use personal information and which cookies we set is described in our Privacy Policy.
14. Complaints
If you have a complaint about an order, contact us at support@elena-mae.com or through our contact page. We confirm your complaint within 24 hours on business days and aim to resolve it within 10 business days.
15. Disputes
If we cannot solve a complaint together, you may contact the consumer protection office of your state attorney general or the Federal Trade Commission (reportfraud.ftc.gov). Velo Goods Retail is not obliged or willing to take part in an alternative dispute resolution procedure.
16. Governing law
Dutch law applies to these terms and to every order. That choice never takes away the protection you have under the mandatory consumer laws of your state of residence.
17. Invalid provisions
If any part of these terms is found invalid or unenforceable, the rest stays in force.
18. Changes
We may update these terms. The version that applies to your order is the one on this page when you place it.
19. All our policies
Contact information
Store name: Elena Mae
Company name: Velo Goods Retail
Chamber of Commerce (KVK) number: 92012205
Address: Segment 3, 6921 RC Duiven, Netherlands
Email: support@elena-mae.com
Contact page: Contact
Phone: +31 6 16 20 32 56
Customer service hours:
Monday to Friday: 9 AM to 5 PM (CET)
We answer every message within 24 hours on business days.