Customer Support

For any questions / concerns please contact us at:

info@elenakaravasili.com

+44 07763550654 / +30 6932300034

 

DO YOU OFFER A REPAIR SERVICE?

We offer a complimentary repair service up to 6 months from the day you made your purchase, providing the fault occurred from an element of the production and assembly process, and not from ill-usage. Repair requests received more than 6 months after the date of purchase will be accepted at the discretion of ELENA KARAVASILI  but will be chargeable.

Import charges for repaired items sent back to customers outside the EU may be applicable, although we will declare on all paperwork where possible the information required to clear the shipment tax free. ELENA KARAVASILI  cannot be held liable for any customs charges incurred as a result, as these are not calculated by us and are out of our control.

For a repair consultation, please email images of your product and the affected part(s) to info@elenakaravasili.com along with your order number/proof of purchase.

Our return, exchange and repair policies only apply to purchases made through our official website. For purchases made elsewhere, please contact the stockist directly. 

 

WHAT CAN I DO IF MY ITEM ARRIVES FAULTY?

As a luxury leather goods brand, we ensure that all our products go through strict quality control checks before being shipped from our factories to our warehouses. However, if you feel you have received a faulty item please email info@elenakaravasili.com with your order number, the details of the product purchased and detailed photos of the fault in question. We will then assess the damage or fault and advise on the next step to proceed.

 

HOW DO I LOOK AFTER MY PRODUCT?

We go to great lengths to ensure our handbags and accessories are created using the finest leathers and manufacturing processes. We recommend our customers use specialist leather care products such as Collonil  to protect and enhance the quality of the refined leathers.

To prolong the enjoyment of your EK handbag, we recommend that you don’t leave it exposed to natural sunlight, damp places, humid temperatures or water. When you’re not carrying your EK product, store it in the 100% cotton dustbag or box provided.

 

WHERE ARE YOUR PRODUCTS MADE?

All our products are handmade in Spain using only the finest quality materials.

 

HOW DO I KNOW MY PRODUCT IS AN AUTHENTIC EK ITEM?

Upon receiving your order from ELENA KARAVASILI

Your EK bag will have the EK logo embossed

The hardware on your bag will always have the EK LOGO engraved into the metal

If you feel you have not received an authentic EK product from one of our stockists, please email us at info@elenakaravasili.com with details of when and where you purchased your product and attach detailed photos.

 

I HAVE LOST MY DUSTBAG, CAN I GET A REPLACEMENT?

We do not sell replacement dustbags. Please look after the original dustbag that comes with your purchase.

 

I LOST THE DETACHABLE STRAP FROM MY BAG, CAN I BUY A NEW ONE?

We don’t sell straps separately so please look after your original strap. We can offer repairs on existing straps, but we do not hold stock of these parts and therefore cannot replace them.

 

I'M INTERESTED IN BECOMING A WHOLESALE CUSTOMER, WHAT'S THE PROCESS? 

Contact info@elenakaravasili.com with the following information and one of our team will get back to you!

Company name

Store name (if different to above)

Website address

Contact name, number and email address

Other brands stocked in store/online where relevant