Shipping Policy

This Shipping Policy applies to orders placed with Eltro and delivered within the European Union.

Shipping destinations

We deliver to supported destinations within the European Union.

Delivery may not be available to remote islands or other remote locations without regular carrier connections. Delivery availability is determined based on the address entered during checkout and the shipping services available for that location.

If we are unable to deliver to the address provided, we will contact you and cancel or refund the affected order where necessary.

Order processing

Order processing begins after payment has been successfully confirmed. Orders are not dispatched while payment is pending, under review, declined, or otherwise not confirmed by the payment service provider.

We do not currently accept pre-orders. Products offered for purchase are intended to be available for normal order fulfilment. In the event of a stock discrepancy or another issue preventing fulfilment, we will contact you and offer an appropriate solution, including cancellation and a refund where applicable.

Estimated delivery time

Estimated delivery time is 7–12 calendar days from payment confirmation.

Delivery times are estimates and may vary depending on the destination, carrier availability, public holidays, weather conditions, transport disruptions, address accuracy, and other circumstances outside our reasonable control.

If a significant delay occurs, please contact us at info@eltro.store and provide your order number. We will review the available tracking and shipping information and, where necessary, open an investigation with the carrier.

Nothing in this policy limits your mandatory rights under applicable consumer law regarding delayed or undelivered orders.

Shipping costs

Standard delivery is free for orders with a total value of €99 or more.

As the products currently offered by Eltro are priced above this threshold, standard delivery is currently free for orders containing these products.

If products priced below €99 are offered in the future, any applicable shipping charge will be displayed during checkout before the order is submitted.

Optional premium, express, or other additional delivery services, if offered, may be subject to an additional charge displayed during checkout.

Shipping methods and carriers

To provide free standard delivery, we select an appropriate and cost-effective shipping method based on the destination, parcel characteristics, carrier availability, and expected delivery time.

The carrier and shipping service may therefore vary between orders and destination countries. We do not guarantee the use of a particular carrier unless expressly confirmed in writing.

Tracking information

Where the selected carrier provides a tracking number, it will be sent to the customer using the contact details provided with the order.

Some economy or local delivery services may provide limited tracking information or may not display updates at every stage of transport. A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving or has been lost.

Please ensure that the email address and telephone number entered during checkout are accurate so that tracking information and delivery notifications can reach you.

Delivery address

The customer is responsible for providing a complete and accurate delivery address, including the recipient’s name, street address, building and apartment number where applicable, postal code, city, country, telephone number, and any information reasonably required for delivery.

Please contact us as soon as possible if you notice an error in your delivery address. We cannot guarantee that an address can be changed after an order has entered processing or has been handed to the carrier.

If a parcel cannot be delivered because the address provided was incorrect or incomplete, additional redelivery costs may apply to the extent permitted by applicable law. We will inform you before arranging a chargeable redelivery.

Delayed or missing parcels

If your parcel has not arrived within the estimated delivery period, please check any available tracking information and contact us at info@eltro.store.

Please provide your order number, delivery address, and any relevant tracking information. We will review the order and, where appropriate, open an investigation with the carrier.

Carrier investigations may require additional time. We will provide available updates and take reasonable steps to resolve the issue.

We remain responsible for the parcel until it is delivered to you, or to a person designated by you other than the carrier. If the parcel is confirmed as lost or damaged before delivery, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances and product availability, this may include a replacement shipment or a refund to the original payment method.

Damaged parcels

Please inspect the parcel and product as soon as reasonably possible after delivery. If the parcel or product arrives damaged, contact us promptly at info@eltro.store

Please include your order number, a description of the damage, and clear photographs of the parcel, shipping label, internal packaging, and damaged product. Where photographs do not clearly demonstrate the issue, we may ask for a short video.

Please retain the product, packaging, and all included parts until we have reviewed the claim and provided further instructions.

Returns

A prepaid return shipping label is included with the order. This label is intended for returns made in accordance with our Returns and Refund Policy.

The presence of a return label does not constitute a return request. Before sending a product back, please contact us and follow the procedure described in our Returns and Refund Policy.

Contact

Store: Eltro
Email: info@eltro.store
Telephone: +371 25 223 797
Customer service hours: Monday to Friday, 10:00–19:00, Riga local time

ELTRONUM GROUP SIA
Registration No. 40103847191
VAT No. LV40103847191
Viskaļu iela 16G
Rīga, LV-1026
Latvia

This policy was last updated on 20 August 2026.