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Customer service is open I-VII 09:00-21:00 +370 4 620 0100

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Phone (Mon.-Sun. 09:00-21:00): 2025-06-24 10-17h.  +370 4 620 0100
Mandatory Field

Our customers frequently ask about these topics:

FREQUENTLY ASKED QUESTIONS


Ordering/Cancelling Products


1. Where can I find information about my order?

You can view your order status and other information by logging into your account. You can also check your order status via:
  • email: aptarnavimas@elesen.lt
  • phone: +370 4 620 0100, Mon–Sun 9:00–21:00

2. Can I cancel the order myself?

Unfortunately, you cannot cancel the order yourself. Please contact us via email at aptarnavimas@elesen.lt or call +370 4 620 0100 between 9:00–21:00. In your email, please include your order number, first and last name, and the reason you wish to cancel the order.

3. I’ve paid for the product but haven’t received confirmation.

Please contact us via email at aptarnavimas@elesen.lt and provide your order number, first and last name, and the bank account number to which the refund should be issued.

4. Who should I contact for a refund after cancelling an order?

Please contact us via email at aptarnavimas@elesen.lt or call +370 4 620 0100 between 9:00–21:00 and provide your order number.


Order delivery/pickup


1. What delivery methods can I choose?

When shopping in the Elesen online store, you can choose free pickup at any Elesen retail location, delivery to Venipak or DPD parcel lockers, or delivery to the address you specify.

2. How long does delivery take?

Delivery by courier to any city in Lithuania may take from 1 to 3 business days.

3. I haven’t received information about when my item will be ready for pickup.

If you haven’t received a notification within 2 hours after payment confirming that your order is ready for pickup, please contact us via email at aptarnavimas@elesen.lt or by phone at +370 4 620 0100 between 9:00–21:00 and provide your order number.

4. Can I pick up the item from the pickup point if the pickup period has started but I haven't received a notification?

Unfortunately, you cannot pick up the item until you receive an SMS or email notification.

5. How can I find out when I will receive my items if the delivery time has already passed?

If your order contains several items, they may be collected from different Elesen stores and sent to you via courier from different cities in Lithuania. In such cases, your order may arrive in separate parts at different times. However, the courier will coordinate the delivery time for each shipment with the recipient in advance.

6. Why are the items in one order delivered separately and not at the same time?

It’s possible that not all ordered items are available in a single location, so different products may be shipped from various stores or warehouses. If you have further questions, please contact us via email at aptarnavimas@elesen.lt or by phone at +370 4 620 0100 between 9:00–21:00 and provide your order number.

7. Can I pick up items at self-service parcel terminals?

You can collect small-sized items at the following self-service parcel terminals: https://venipak.com/lt/pastomatai/ https://www.dpd.com/lt/lt/dpd-pastomatai-2/rasti-pastomata


Payment methods


1. What payment methods are available when shopping in the e-store?

You can pay for your purchases in the e-store using the following methods:
  • electronic banking;
  • payment card (debit or credit): MasterCard, Maestro, Visa, Visa Electron (if online payment is enabled for the card);
  • bank transfer (if "Company purchase" is selected, a pro forma invoice will be sent by email);
  • leasing: “Inbank lizingas”, “Artea Lizingas”;

2. What payment methods are available in physical stores?

In-store, you can pay using:
  • cash;
  • payment card: MasterCard, Maestro, Visa, Visa Electron;
  • leasing: “Inbank lizingas”, “Artea Lizingas”;
  • Elesen gift cards (if the order amount exceeds the value of the gift card, the difference can be paid using one of the above-mentioned methods).

3. Can I buy on installment in the online store?

Yes, you can purchase products in the Elesen online store on an installment basis (leasing). Read more about how to buy on installment here.


Product/Refund Returns


1. I want to return/exchange a product.

If you would like to return or exchange a quality product purchased online, you can do so within 14 days of receiving the item by bringing it to the nearest Elesen store. Quality products purchased at Elesen physical stores are not eligible for return. Please note the following return conditions for quality products purchased from the e-store:
  • the returned item must be in its original, undamaged packaging;
  • the product must not be damaged by the Buyer;
  • the product must be unused and must retain its commercial appearance (labels intact, protective films not removed, etc.). This condition does not apply when returning a faulty item;
  • the returned item must be in the same configuration as it was received by the Buyer;
  • a proof of purchase (VAT invoice or receipt) must be presented when returning the item.
Faulty items are subject to warranty service conditions or a refund under the applicable rules. Read more about warranty obligations here.

2. Why can't I return a store-bought product that is still unopened?

Product exchanges and returns are regulated by the “Retail Trade Rules” approved by the Government of the Republic of Lithuania on June 11, 2001, Resolution No. 697 (as amended by Resolution No. 738 of 2014-07-22). Clause 17 of these rules provides a list of non-returnable items, including electronics, cosmetics, underwear, jewelry, games, medical devices, etc. If your purchased item falls within this list, it can only be returned if the seller agrees voluntarily. Unfortunately, quality electronics purchased from Elesen physical stores are non-returnable.

3. When will I receive a refund for the returned product?

Once we confirm that the returned item meets the return conditions, we will transfer the refunded amount to your specified bank account within 5 (five) business days. More information: returns and exchanges.


Warranty service/product repair


1. A product I purchased online has malfunctioned. Who should I contact regarding warranty service?

If your device breaks down during the warranty period, please contact us by phone at +370 4 620 0100 or by email at servisas@elesen.lt. We respond on working days from 9:00 to 18:00.

2. Why is my product not being repaired free of charge, even though the warranty is still valid?

There are cases when warranty obligations do not apply. For example, if the device was used improperly or you attempted to disassemble/repair it yourself. You can review all cases in which warranty service does not apply here.

3. What documents are required for warranty repair?

To receive warranty service, you must keep the proof of purchase, and the information on it must be legible and not faded. It is the buyer’s responsibility to retain the purchase document.


Product information


1. Need help choosing the right product online? Who can you consult?

If you're browsing the wide selection in our e-store and having trouble choosing the most suitable product for your needs, or if you have specific questions about a particular item—or perhaps you're looking for a recommendation or advice from a knowledgeable expert—we invite you to take advantage of our free product consultation service. Consultations are available daily from 9:00 to 21:00:
  • By phone: +370 4 620 0100;
  • Live chat;
  • By email: aptarnavimas@elesen.lt;
  • Via our Facebook page: Elesen.

2. Where can I find the main product features and warranty terms?

The main product features can be found in the “Specifications” section. Depending on the manufacturer, product details may be more extensively described, in which case we recommend also reading the “Description” section. In general, all electronics/electrical appliances come with a 2-year warranty. If a product has a shorter or longer warranty period, it will be specified in the product specifications.

3. How to understand the new energy efficiency labels for household appliances?

Since March 2021, the previously used D–A+++ scale has been replaced by a new A–G scale for energy efficiency labeling, where A (green) represents the most efficient appliances and G (red) the least efficient. If you no longer see A+ or A+++ labels in stores, it does not mean that environmentally friendly and high-performance products have disappeared. They remain, just with a new label. Now, class C corresponds to the former A+++ rating. Letters A and B are reserved for exceptionally energy-efficient, high-tech appliances, which are expected to appear on the market in the near future.


Other questions


1. What should I do if the delivered item is damaged but I couldn’t check it upon receipt?

Please contact us by email at servisas@elesen.lt and attach photos of the damaged item along with a copy of your proof of purchase. A customer service specialist will get in touch with you within 1 business day to help resolve the issue.

2. What should I do if the delivered item has damaged packaging?

If you notice external damage (e.g., punctured, torn, or bent packaging), you must note this on the delivery receipt or refuse to accept the item. If you accept the item without indicating the damage on the document, it is considered that the package was delivered undamaged, and the Seller is released from liability for any damage to the goods.

3. What are the e-store customer service hours?

Customer support and expert consultations are available daily from 9:00 to 21:00 (Mon–Sun) by phone at +370 4 620 0100 or by email at aptarnavimas@elesen.lt. The support team is also available via live chat and on Elesen’s Facebook pages.

Warranty service consultations are available Mon–Fri from 9:00 to 18:00 by phone at +370 4 620 0100 or by email at servisas@elesen.lt