Shipping & Returns

Clear delivery costs, straightforward returns and support when you need it.

For questions about your order, contact info@doctorelk.com.

Shipping costs and delivery times

We deliver to the destinations available at checkout. Your shipping charge and applicable delivery estimate are displayed before you complete your purchase.

DestinationOrder valueShipping costEstimated delivery after dispatch

Eligible EU destinations€50 or moreFree3–5 business days

Eligible EU destinationsBelow €50€3.993–5 business days

Zone 1 — eligible non-EU European destinationsAll orders€12.996–9 business days

Zone 2 — eligible international destinations, by DHLAll orders€18.998–12 business days

Shipping charges include applicable VAT. The free-shipping threshold is calculated after discounts and before delivery charges.

Zone 2 may include Japan, Malaysia, New Zealand, Singapore, South Korea, the United Arab Emirates and the United States, where the ordered products and delivery destination are available at checkout.

Free EU shipping does not apply to Zone 1, Zone 2 or special territories subject to separate delivery arrangements.

Dispatch and delivery

Any order-processing period is shown before purchase. The estimates above begin when your parcel is dispatched.

Business days exclude weekends and public holidays. Delivery may take longer during peak periods, public holidays, carrier disruption or customs clearance. We will inform you if we become aware of a significant delay affecting your order.

Unless a different delivery period is expressly agreed, we deliver without undue delay and within 30 days after the contract is concluded. If delivery is late, you may give us an appropriate additional period to deliver and terminate the contract if we still fail to do so. Where the law permits immediate termination, no additional period is required.

Please check your delivery details before ordering. If you notice an error, contact us as soon as possible.

International deliveries and excluded territories

Deliveries outside the EU VAT territory may attract import VAT, customs duties or carrier clearance charges. Unless expressly included at checkout, these charges are payable by the recipient.

We offer international delivery only where we can lawfully supply the ordered products. A country appearing in a shipping zone does not guarantee that every product can be delivered there.

We currently exclude delivery to French Guiana, French Polynesia, Guadeloupe, Martinique, Mayotte, New Caledonia, Réunion, Saint Pierre and Miquelon, Saint Barthélemy, Saint Martin, Ceuta, Melilla, Aruba, Bonaire, Curaçao, Saba, Sint Eustatius and Sint Maarten.

Other special territories, including the Canary Islands, are available only if expressly offered at checkout with the applicable charges and conditions.

Our 30-day returns offer

Changed your mind? You may notify us within 30 days of delivery that you wish to return an unopened product.

For this voluntary offer, products must be unused, unopened, with their safety seal intact and in their original product packaging. Send them back within 14 days after notifying us.

We refund the price paid for eligible returned products. Return postage is paid by you, and the original delivery charge is not refunded under this voluntary offer.

These conditions do not restrict your statutory withdrawal rights or your rights concerning faulty, damaged or incorrect products.

Your statutory 14-day right of withdrawal

For consumer online purchases, you may withdraw without giving a reason within 14 days after you, or your designated recipient other than the carrier, receive the goods. If products from one order arrive separately, the period runs from receipt of the last product.

To withdraw, email info@doctorelk.com or send a clear statement to our address below. You may use the model form on this page, but it is optional. Sending your statement before the deadline is sufficient; you do not need to wait for our approval.

Return the products without undue delay and within 14 days after notifying us. You pay the direct return postage costs for a change-of-mind return.

Please handle products carefully. Subject to applicable law, you are responsible only for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Opening, consuming or contaminating a product may reduce its value; any deduction must reflect the actual justified loss.

How to return your order

Contact us: Email info@doctorelk.com, identifying your order and the products you wish to return.
Pack securely: Protect the products against damage during transport.
Send your return: Use the address below and keep proof of postage. Tracked delivery is recommended but is not compulsory.

You do not need prior authorisation to exercise your statutory withdrawal right.

Doctor Elk — Returns
Stegne 35
1000 Ljubljana
Slovenia

Refunds

For statutory withdrawal, we refund the relevant payments without undue delay and within 14 days after receiving your withdrawal notice. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of return, whichever happens first.

When you withdraw from the entire order within the statutory period, we also refund the least expensive standard delivery charge offered for that order. Additional charges for a premium delivery method are not refundable.

For returns under our voluntary extended offer, we refund eligible product payments within 14 days after receiving the returned goods.

Refunds are made to your original payment method unless you expressly agree to another method that does not incur fees. We do not charge a restocking fee.

Damaged, faulty or incorrect products

If your delivery is damaged, an item is incorrect or you discover a product fault, contact info@doctorelk.com and describe the problem. Your order number, batch number and photographs can help us investigate.

Do not use a product whose condition or safety seal raises safety concerns. Where safe, retain the product and packaging so that we can investigate and arrange any necessary return.

Our 30-day voluntary returns deadline does not limit statutory conformity claims. Under Slovenian law, we are responsible for nonconformity existing at delivery that becomes apparent within two years. Notify us within two months of discovering it. This does not extend the product’s stated minimum storage life.

We provide the remedies required by applicable law, including replacement, a proportionate price reduction or a refund where the relevant conditions are met. We bear the necessary costs of valid claims. Opening a product does not remove these rights.

Complaints and support

Please email info@doctorelk.com, explaining the issue and the outcome you seek. We will review your complaint fairly, respond without undue delay and observe applicable statutory deadlines.

You may also write to:

Doctor Elk — Customer Support
Stegne 35
1000 Ljubljana
Slovenia

Our Terms & Conditions identify the legal seller and explain the applicable alternative dispute resolution arrangements. Nothing on this page restricts your mandatory consumer rights.