Customer Care

Order Confirmation

You will receive an order confirmation by e-mail shortly after placing your order.


As soon as your order is dispatched, you will receive a shipping confirmation by e-mail.

All orders are shipped with Postnl. We strive to dispatch your order within 3 working days after receipt of payment. For urgent orders or questions, please contact Els & Nel:, we always try to help you out.

Please note that we are unable to held liable for the loss of your package once it has been dispatched.

Shipping Costs

You will find the details at your check-out. The following shipping costs will be added to your order.

Within the Netherlands (1-2 working days)
Fits through letterbox: € 4,25
Postal Package: € 8,60

Within the European Union (3-7 working days)
Fits through letterbox: € 11,50
Postal Package: € 13,00 to € 19,30

Within the rest of the world (3-9 days)
Fits through letterbox: € 11,00
Postal Package: € 24,30

When ordering multiple products, the weight of your order will be heavier and therefore shipping costs may, in some cases, be higher. This will automatically be calculated.

Local Taxes

Please note that local charges (customs duty, sales tax) can occur, depending on your region and local customs duties. These charges are at your own expense.

Return Policy

Unsatisfied with your purchase? It’s possible to return your product within seven (7) days of receiving the product provided that:

– The products are returned in the same condition and quantity as when received.
– The products are returned at the expense of the customer and must be sent back with tracking.
– The payment (purchase + original shipping costs) will be refunded.


Els & Nel
Katendrechtse Lagedijk 487 B
3082 GD Rotterdam
The Netherlands

When returning an item, please enclose your receipt with your name, address and account no. Please email Els & Nel the tracking number upon shipping your return:


Unfortunately we are unable to process exchanges for items purchased online and returned to our shop. You will have to send the item back to us for a refund to be processed.

Faulty Items

Please carefully check your items once they have arrived. Should you receive a faulty/damaged item please email us at stating your order number and the nature of the fault. We will refund the postage cost you incur to return the item (up to the value of €12)

General Terms and Conditions

By purchasing one of Els & Nel’s products, you agree with our general terms and conditions. Please see the menu below for more details.

Contact Information

If you have any questions or concerns regarding your order, please do not hesitate in getting in touch at