Frequently asked questions

To know the status of my order?

To check the status of your order, log into your account (localhost/en/my account/), select the order in question and click on “view”.

If an order validated for more than 72 hours is still indicated “processing” on your account, we invite you to contact us at the following address: service-client@elizalutz.com by providing us with your contact details and your order number.

What is the delivery schedule?

At checkout, an indicative delivery time is confirmed. This period depends on the delivery method chosen at the time of ordering and the destination.

An item is missing upon receipt of my order?

When an order groups several products, it can be the cause of several shipments. Refer to the delivery note of each shipment to ensure that there is no missing product in the delivery. You can check your confirmation email to see if your items are delivered in multiple shipments.

If you have received all your packages and an item is missing, contact us at service-client@elizalutz.com by indicating your order number.

An item received does not match my order?

Although we take great care in preparing our orders, a product may not correspond to the item ordered. We invite you to contact us at the following address: service-client@elizalutz.com and give us your contact details and order number. To save time in processing your request, you can attach a photo of the item to your email. We will be pleased to answer you as soon as possible.

I want to change my order?

We cannot add an item to a previously placed order. To add an item, it is preferable to place a second order.

If you wish to modify your order, contact our customer service at the address: service-client@elizalutz.com as soon as possible, if your order has not yet been shipped, we will be able to take into account your request quickly.

I want to cancel my order?

If you wish to cancel your order, please contact our customer service at service-client@elizalutz.com as soon as possible, if your order has not yet been shipped, we will be able to take your request into account quickly.

In addition, in accordance with the legislation, you have a period of 14 days from the receipt of the package to return an order to us.

I did not receive an email confirming my order?

We invite you to check the spam / unsolicited mail section of your mailbox. You can also connect to your account (localhost/en/my account/) to check that the order has been confirmed and that the email address of your account is correctly filled in.

If this problem persists, contact customer service at service-client@elizalutz.com.

How can I proceed to pay for my order?

We offer several payment solutions: by bank transfer, by cheque, at the time of delivery or by using Paypal. Paypal will allow you to pay for your order safely by credit card or by using your Paypal account.

How to make a return?

You have 14 days from the receipt of the item to return it to us if it does not meet your expectations. Contact our customer service department at service-client@elizalutz.com with your contact details, order number and the item concerned. As soon as your return request is registered, you will receive a confirmation email.

The items must be returned to us in their original condition and packaging. They must not have been used or worn.

The return costs are the responsibility of the customer.

I lost access to my customer account?

If you have lost your password, you can reset it by clicking on the “Forgotten Password” button. A new password will automatically be sent to you at the main email address of the account. You will be able to login to your account again.

If the problem is not solved, contact customer service at: service-client@elizalutz.com.

I have a luxury gift card or a promotional code, how do I use it?

Once the items have been added to your basket, go to your basket (localhost/en/cart/). Fill in the field entitled “Do you have a coupon? “by indicating your promo code or gift card code. The amount of the order is automatically updated.

I have lost my luxury gift card?

The luxury gift card has a unique use code. In case of loss and if the card has not been used, contact customer service at service-client@elizalutz.com, we can send you the corresponding code.

Can I cumulate the discount codes?

It is not possible to cumulate several discount codes on the same order. We invite you to use the most advantageous promotional code and possibly place several orders to use all your promotional codes.

Can I cumulate the promotional codes and the luxury gift card?

The site does not allow you to cumulate the luxury gift card and a promotional code on the same order. In this particular case, we invite you to contact customer service at the following address: service-client@elizalutz.com and specify the gift card code and your order number.

I would like to offer the luxury gift card, how do I do it?

Go to our gift card page. Choose the type of luxury gift card (virtual or physical), choose the amount and recipient associated with the luxury gift card. The recipient will receive his code by email or by carrier at the address provided.

If you can’t find the answers to your questions, contact our customer service department at service-client@elizalutz.com.


24/48 H delivery

Fast shipping and delivery

Satisfy your desires as well as possible: your items shipped within 24 hours for any order placed before noon.

When ordering, choose from our service providers the appropriate mode of transport for you: home, relay point, national and international.


Secured payment

Trusted and secure processing

Our website has chosen STRIPE's fully secure payment solutions, which make it possible to secure all the information you provide us by guaranteeing your privacy.

Gift card

Just to make happyness

The gift card gives you the pleasure to offer and to please her...

You choose the amount of the card, you compose a message for the beneficiary and you offer it.

It is valid for one year and can be completed by credit card at the time of purchase.


French quality

The Spirit of Haute-Couture

All our accessories are original creations.

They have been elaborated and then manufactured in France, in accordance with traditional craft techniques and according to strict quality criteria.

They are generally one-off pieces or produced in very limited series, to offer you an exclusive pleasure. As such, the objects concerned are accompanied by a certificate of authenticity indicating the article number and the number of copies.