FAQ page

Frequently asked questions

Please browse the topics below to quickly find the answer to your question.
Can't you find what you are looking for or do you have additional questions? Please do not hesitate to contact us. We are always ready to help you further.

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Last updated: March 2026

Your questions, clearly answered

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What is your return policy?

Our return policy can be found at the bottom of the website under ‘Refund Policy’. You have a 14-day cooling-off period, as long as the product is undamaged and has only been used as necessary to assess it. If the product or packaging is more damaged than reasonably expected, a reduction in value may be charged.

Would you like to return a product? Please review the return policy, then contact us by email. Then fill out the return form we send you and mail it back to us. After we have contacted you, you can safely and properly pack and return the product to us.

How can I track my order?

If you provided the correct email address during your purchase, you will automatically receive a Track & Trace number in your inbox.

Please also check your spam folder to be sure. Still haven't received an email? Feel free to contact us via the main menu under 'Contact'.

Can I cancel or change my order?

We try to process orders as quickly as possible. If you wish to change or cancel your order, please contact our customer service as soon as possible. We will do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store, but we aim to open our own physical store in the future.

We offer free shipping on orders over €50, so you can experience our products at your convenience. If the product unexpectedly does not meet your expectations, you can, of course, return it.

Please note that the costs for return shipments are at the customer's expense. This way, you can discover our products with confidence.

What payment methods do you accept?

At EL Pasha, you can pay safely and easily with iDEAL, Klarna (pay afterwards), Bancontact, Visa Mastercard, American Express, SOFORT, and Postepay. All payments are processed through a secure checkout, so your data is always protected.

How long does shipping take?

If you order before 4 PM, your order will be shipped the same business day. Within the Netherlands, delivery time is typically 1 to 3 business days.

In exceptional circumstances, for example due to increased pressure on delivery services, delivery may take up to 4 business days.

For orders outside the Netherlands, the average delivery time is 2 to 5 business days.

What should I do if my order is damaged, incorrect or missing?

We understand how frustrating it is when an order arrives damaged or incorrectly delivered. We package all our products with great care, but should anything go wrong, please contact us immediately via the contact page. Please include a photo of the damaged or incorrectly delivered product so we can work with you to find a suitable solution.

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