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Store Policy

Customer Care

At Ellaina, our customers are at the heart of everything we do. We are committed to providing you with a seamless shopping experience and the highest standard of support.

Our Commitment to You:

  • We respond to all inquiries within 24–48 hours on business days.

  • We provide clear information about our products, pricing, and policies.

  • We handle all customer information with confidentiality and respect.

  • We work to resolve any issues with fairness and transparency.

How to Reach Us:

  • 📧 Email: ellaina.oliveoil@gmail.com

  • 📞 Phone: +30 6948146202

  • ⏰ Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (local time)

Feedback:
We value your feedback and encourage you to share your experience with us. It helps us improve and continue to deliver the quality you expect.

Privacy & Safety

​Privacy:

  • We only collect information necessary to process your orders and improve your shopping experience.

  • Your personal details (such as name, address, email, and payment information) are kept confidential and never sold or shared with third parties, except when required to complete your order (e.g., shipping providers, payment processors).

  • You may contact us at any time to review, update, or request the removal of your personal information.

Safety:

  • Our website uses secure SSL encryption to protect your data during transactions.

  • Payment information is processed through trusted, secure payment gateways — we do not store your credit card details.

  • We regularly review our systems to ensure the highest level of protection for your data.

Your Responsibility:

  • Please ensure that your account details and passwords (if applicable) remain private.

  • If you suspect unauthorized use of your information, contact us immediately.

Payment Methods

  • Credit & Debit Cards (Visa, Mastercard)

Payment Terms
 

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At Ellaina, we aim to ensure a smooth and transparent payment process. By placing an order with us, you agree to the following terms

  • Payment Timing

   Full payment or the agreed down payment must be made at the time of order.Orders will not be processed or shipped until payment has been confirmed.

   For (100 Litre) order and above 50% of the ammount will be given at the order day and the rest at the date of shipping

    For order below (100 Litre) a full payment will be issued in the date/time of order. 

  • Down Payment

 For the (100 Litre) and up the down payment  is refundable in case of order cancelation. 

For the (100 Litre) and down in  case of order cancellation the full payment will be refunded. 

  • Accepted Methods:

 Payments can be made via credit/debit cards, PayPal, or bank transfer.For bank transfers, customers must include the order number as a reference.

  • Currency:

 All prices and payments are processed in [insert currency, e.g., EUR]

  • Late or Failed Payments:

 If payment is not received within the agreed timeframe, Ellaina reserves the right to cancel.

  • Security:

 All transactions are processed through secure, encrypted payment gateways. Ellaina does not store sensitive payment details.

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