FREQUENTLY ASKED QUESTIONS

1. ORDER, DELIVERY AND PAYMENT

• 1.1 Can I buy directly from Elesa?

  Yes, you can purchase from us using the following methods:

  • online from our website, 24 hours a day
  • by e-mail to info@elesa.se
  • by phone on +46 8 444 4430

  Our Sales teams are available Monday through Thursday from 8:00 a.m. to 4:30 p.m. and 8:00 a.m. to 4:00 p.m. on Fridays. After hours, use the website "Contacts" forms and ask to be called in the time slot that suits you.

• 1.2 Who can place orders on the Elesa website?

  Any business may purchase from the website. To access the online shop, you can register with MyElesa or continue as "guest".

  Purchasing online has several advantages:

  • The ability to order 24 hours a day
  • Immediate access to prices and delivery times
  • MyElesa personal area with order history and related documentation for registered users

  Do you want to place an order as an individual consumer? We refer to our distributors. Please contact info@elesa.se for information about distributors in your area.

• 1.3 Is there a minimum billing value to purchase directly from Elesa?

  No, there is no minimum billing value purchasing via E-commerce.

• 1.4 Do you sell over the counter?

  Sorry, we do not sell over the counter, but ship throughout Sweden from the warehouse in Sollentuna.

• 1.5 Who can I contact to get support in buying an Elesa product?

  Our Sales and Technical teams are available Monday through Thursday from 8:00 a.m. to 4:30 p.m. and 8:00 a.m. to 4:00 p.m. on Fridays. After hours, use the website "Contacts" forms and ask to be called in the time slot that suits you.

  You can also contact us via e-mail at info@elesa.se, we will reply as soon as possible.

• 1.6 How can I place an order online?

  After adding the products you are interested in to the cart, log in to your MyElesa profile or "Continue as a guest".

  Having a MyElesa account will allow you to access order history, related documentation and lists of your favorite products.

• 1.7 Where can I find your sales conditions?

  For online purchases, the sales conditions are available here.

  For purchases via traditional channels, the sales conditions are available here.

• 1.8 Do you have an agreement with the shippers to whom you entrust my order?

  Our primary courier is Schenker who have a proven record of timely and accurate deliveries. Check "Delivery Information" section for rates and other conditions. For further details e-mail info@elesa.se or call our Sales Office +46 8 444 4430.

• 1.9 What are your delivery times?

  If all goods are On Stock, the order is packed immediately and shipped from our warehouse the same day if possible, otherwise the next working day.
  Availability times are specified for each item code on our website.

  If you want your order to be shipped on a specific date, please let us know your preference in the indicated field while purchasing.

  If the delivery time is missing or if you have questions about it, please contact info@elesa.se.

• 1.10 Is it possible to pay by credit card?

  It is possible to pay by credit card through the online store.

• 1.11 What are the payment methods for purchases made from the site?

  Payment can be done through Credit card through PayPal, PayPal account, bank transfer or invoice.

• 1.12 Is How can I request that my client code be associated with my MyElesa profile?

  If you are already a customer with Elesa then you can request that your existing customer code be associated with your MyElesa profile.

  Access the MyElesa area and request to associate your client code with your MyElesa profile filling in the dedicated form.
  Furthermore, you can consult the dedicated tutorial available in the "Media" area in the "Video-Tutorial" section.

• 1.13 Is it possible to register multiple shipping addresses for a single account?

  Of course, it is possible to register multiple shipping addresses and pick between them at the time of order.

• 1.14 Is it possible to receive an invoice electronically?

  Yes, Elesa invoices are sent by email.

  Furthermore, if you registered an account, for online purchases it is possible to download the electronic invoice in .pdf format from your MyElesa area.

• 1.15 Are there tutorials related to the online shop?

  Yes, in the "Media" area in the "Video-Tutorial" section.

2. MY ELESA AND PERSONAL DATA

• 2.1 What are the advantages of registering with MyElesa?

  The MyElesa area allows you to access all the functions available on the site, the main ones being:

  • Make purchases online
  • Consult historical quotation requests and orders placed on the site
  • Access your commercial conditions
  • Use "Share cart" functionality
  • Save product data sheets in favorites
• 2.2 I would like to register at MyElesa, how should I proceed?

  It is quick and easy, click on "Log-In" on the website. You will find the alternative to register for a MyElesa account.
  To complete your registration, it is necessary to confirm activation by clicking on the link you will receive at the email address indicated.

• 2.3 I have not received a confirmation e-mail of my registration to MyElesa

  Check that your e-mail inbox is not full or that the e-mail server has not blocked the incoming message. The system automatically sends a confirmation email to the address you indicated. If you have entered an incorrect email address then the confirmation email will be lost. In case of problems please contact Sales at info@elesa.se or call +46 8 444 4430.

• 2.4 How can I retrieve my credentials to access MyElesa?

  It is possible to reset the password and retrieve the user name by following the procedure within the access area. In case of problems please contact Sales at info@elesa.se or call +46 8 444 4430.

• 2.5 How to change my billing information?

  If you have a registered account linked to your company customer code, to update billing information is necessary to send an e-mail to our Sales office info@elesa.se reporting following information:

  • Customer code
  • New billing address
  • Company registration number

  You will receive an e-mail confirmation when the change will be available on the webisite.

3. CONTENTS OF THE WEBSITE AND MISCELLANEOUS

• 3.1 Where can I find new products?

  A menu dedicated to all new products is available under "New products" on our homepage. All new product images are indicated with “NEW” label to highlight them in the various functional groups of the catalogue.

• 3.2 How can I ask to be called back by Sales Office?

  Enter your first name, last name, telephone number (specifying the country code), date and time slot in which you wish to be called back in the "Contacts" menu. Our Sales and Technical teams are available Monday through Thursday from 8:00 a.m. to 4:30 p.m. and 8:00 a.m. to 4:00 p.m. on Fridays.

• 3.3 I need a CAD drawing. Where can I find it?

  On the Elesa website, 2D and 3D CAD drawings are available in the format you want for each single code of the Elesa catalogue.
  To access CAD Download service, you can click on the dedicated icon in product page or in single item page.

  • If you have a MyElesa account the requested drawing file will be saved directly on your PC or you will receive it by email.
  • If you do not have a MyElesa account, you can ask for receiving it by email.

  For further information, you can check "CAD Download" section

• 3.4 I have not received the email with the design file I requested.

  Check that your e-mail inbox is not full or that the e-mail server has not blocked the incoming message. Also check the email with the attached file has not been moved to the Junk folder. Some IT departments may block the receipt of emails with attachments if they do not recognise the sender so it may be worth asking your IT department to enable you to receive these emails. In case of problems please contact Sales at info@elesa.se or call +46 8 444 4430.

• 3.5 Is it possible to request a catalogue?

  The catalogue is available, free of charge, from the "Catalogue request" menu. You can order the Elesa catalogues you want and receive them directly at the address you indicate in the request form and in the language of your choice. For any questions, please contact info@elesa.se

• 3.6 Where can I find additional information materials to learn more about product features?

  In the "Media" area, various materials are available to support the technical data sheets of the products, such as:

  • Manuals
  • Technical data
  • Video
  • Newsletter
  • Press Release
• 3.7 Is it possible to request a sample of the product I am interested in?

  Of course. To request the sample of the product you need to email us at info@elesa.se or call our Sales Office on +46 8 444 4430, Our Sales and Technical teams are available Monday to Thursday from 8:00 am to 5:00 pm and 8:00 am to 4pm on a Friday.

• 3.8 Where can I check the availability of the product I am interested in?

  You can check if the quantity you are interested in is available on the product page by selecting the item to add it to the cart. To help you easily identify which product is the most suitable for your needs, already when consulting the online catalogue, you can activate the dedicated filter to directly view the options compatible with the desired quantity and availability.

  For further information, Our Sales and Technical teams are available Monday through Thursday from 8:00 a.m. to 4:30 p.m. and 8:00 a.m. to 4:00 p.m. on Fridays, please email us at info@elesa.se or call +46 8 444 4430. After hours, use the website "Contacts" form and ask to be called at a time that suits you.

• 3.9 Where can I find products sale unit?

  Sale unit of every item is indicated when adding it to the cart.
  Only multiples of sale unit are allowed to be ordered. If quantity entered doesn't follow this rule, system automatically will round up.

• 3.10 How can I request a quotation?

  If you are registered with MyElesa, for higher amounts you can request a dedicated quotation from our sales department clicking on "Request quotation" in cart page.

  Our Sales and Technical teams are available Monday through Thursday from 8:00 a.m. to 4:30 p.m. and 8:00 a.m. to 4:00 p.m. on Fridays, please email us at info@elesa.se or call +46 8 444 4430. After hours, use the website "Contacts" forms ask to be called at a time that suits you.

• 3.11 I I have identified the product I was looking for, but I would like to customise it. Is it possible and are there minimum purchase quantities?

  Our products can also be supplied in special colors or with customized logos, trademarks and lettering. Special executions with metal inserts in materials other than the standard or according to the customer's design can also be supplied upon request and for sufficient quantities.

  Email us at info@elesa.se or call our Sales Office on +46 8 444 4430 for more information on the product customization service or if out of hours, use the website "Contacts" forms and ask to be called in the time slot that suits you.

• 3.12 The product I am looking for is no longer present in the Product Catalogue. Is there a new product that replaces it?

  For some products that have gone out of production, we can offer alternative replacement products. In the "Download" area you will find a section dedicated to obsolete products and the reference of replacement products.

• 3.13 Where can I find the technical data sheets of the products no longer present in the new Catalogue?

  Visit the "Download" menu, under "Obsolete product sheets" you will find the technical data sheets of obsolete products.

• 3.14 I can't find what I'm looking for. Who can I contact?

  Use our "Contact" service and ask to be called back in the time slot you prefer. One of our operators will call to assist you to find the right product. Alternatively email us at info@elesa.se or call our Sales Office on +46 8 444 4430

• 3.15 I need technical support. Who can I contact?

  Our Technical support are available Monday to Thursday from 8:00 am to 5:00 pm and 8:00 am to 4pm on a Friday, please email us at info@elesa.se or call +46 8 444 4430. As an alternative, you can contact them writing in "Ask the Expert" form, available at the bottom in every product page. After hours, use the website "Contacts" forms and ask to be called at a time that suits you.

• 3.16 Is Elesa a certified company?

  Of course, in the "Company" section you can discover all the certifications we have obtained. To Download them, you can consult "Certificates" section.

• 3.17 Who can I report an error I noticed on the site?

  In case of problems please contact Sales at info@elesa.se or call +46 8 444 4430.