Elvie customer service — a practical professional guide

Overview: who Elvie is and what to expect from support

Elvie is a UK-founded femtech company (founded in 2013 by Tania Boler) that sells connected health devices such as pelvic-floor trainers and wearable breast pumps. Because their products combine hardware, software (mobile apps), and consumable parts, customer service covers a broad range of issues: setup, app connectivity, hygiene and consumables, warranty/repair, returns, and firmware updates. Expect support to treat each case as a combination of clinical guidance, electronics troubleshooting, and e‑commerce support rather than a single-category consumer-electronics helpdesk.

For the most accurate, up-to-date contact and policy information use the official site (https://www.elvie.com) and the support link in the site footer. Region-specific rules and entitlements apply: EU customers have legal guarantees under EU consumer law (commonly a two-year legislative minimum), while other regions may rely on the manufacturer’s warranty term and the retailer’s return policy.

Primary contact channels and what they do

Elvie publishes customer support through its website (see the Support or Help section), in-app help, and social channels. The support portal and in-app messaging are the recommended first steps because they allow support agents to pull device logs and firmware versions. If you purchased through a third-party retailer (Amazon, Boots, Target, etc.), use the retailer’s return portal first for refunds and immediate returns — manufacturers often require the original purchase channel for returns or exchanges.

When you contact Elvie support, you will typically interact with a case agent via email or chat. Good practice: capture the case number and expected SLA (e.g., “response within X business days”) at the start of the exchange. If phone support is required for your region, the website’s support page will list available numbers or call-back options; availability and hours vary by country and can change seasonally.

Warranty, returns and replacement policy — practical pointers

Manufacturer warranties for Elvie devices depend on the region and model. Many femtech and medical-adjacent devices carry a limited warranty (commonly 1–2 years) that covers defects in materials and workmanship but excludes consumables, misuse, or cosmetic wear. For a warranty claim you will be required to provide proof of purchase (order number or retailer invoice), the device serial number, photos or video of the fault, and a description of steps already taken to troubleshoot.

Return windows differ by retailer: typical consumer electronics return windows are 14–30 days; warranties extend beyond that period. If you request a replacement under warranty, expect one of two outcomes: (1) device replacement (refurbished or new) or (2) repair or partial refund depending on local law and stock availability. Keep all packaging and documentation for 30–90 days after purchase to simplify returns and warranty claims.

Troubleshooting and technical guidance

Before lodging a formal ticket, perform a focused troubleshooting run. Check the official manual for model-specific steps (power/reset sequence, app pairing, firmware update). Common successful first-step actions include: ensuring the app is the latest version, confirming Bluetooth permissions on your phone, charging the device fully, and testing pairing near the phone without obstructions or other Bluetooth devices active.

If software logs are required, be ready to grant the support agent in-app diagnostics or export logs if the app supports that. For issues tied to hygiene parts (filters, valves, membranes), document the part SKU or take close photos — these parts are frequently replaced under warranty or loaned while a device is serviced.

Preparing to contact Elvie — be efficient and get faster resolution

• Order details: order number, purchase date, retailer name and country (e.g., “Order #123456 from elvie.com, purchased 2024-02-15”).
• Device identifiers: product name (e.g., “Elvie Pump” or “Elvie Trainer”), serial number, model number, and firmware/app version shown in-device or app settings.
• Problem documentation: clear photos/videos demonstrating the fault, a concise timeline of steps already attempted, and the exact error messages or app behavior.
• Logistics: your shipping address and preferred resolution (refund, replacement, repair), and whether you need rapid replacement due to clinical necessity (e.g., breastfeeding requirements).

Escalation, consumer rights and alternatives

If a first-level support response is unsatisfactory, request escalation: ask for a senior agent or a technical specialist and a reference number for the escalation. Document all contacts (dates, agent names, case numbers) so you can show the history if you need to involve payment processors or consumer protection agencies.

As last-resort options consider: (1) filing a dispute with your payment provider within the network’s timeframe (e.g., card chargebacks have strict deadlines), (2) approaching local consumer protection (in the EU, the two-year legal guarantee; in the UK, Trading Standards), or (3) arranging third-party repair where warranty permits. Keep in mind that third-party repairs often void manufacturer warranty.

Quick troubleshooting checklist

• Confirm app is latest build and Bluetooth/location permissions are enabled.
• Fully charge device and retry pairing within 30 cm of the phone.
• Collect serial, order number, app logs and 30–60 second video showing the issue before creating a support ticket.

Why did Elvie fail?

This is a great breakdown of what is happening with Elvie – a combination of factors, things going ok or less than average on too many fronts, losing margins and market share to cheap alternatives, picking the right geographies to expand, growing and integrating vertically.

How do I contact Elvie?

We’ve got you covered…

1. Press Enquiries. For press and influencer enquiries only. Email: [email protected].
2. Customer Care. Support available 24 hours, seven days a week across Chat and WhatsApp. Phone support Mon to Fri 1pm to 11pm GMT.
3. B2B Partners. Call: 0333 234 3437. Email: [email protected].

How long is the Elvie warranty?

Elvie Trainer is covered by a 2 year warranty from the date of delivery to the original, end-user purchaser.

How do I contact Aeroflow customer service?

Connect with our Care teams

1. Aeroflow Urology. Phone. (844) 276-5588. Fax. 1-800-831-2454. Email.
2. Aeroflow Breastpumps. Phone. (844) 867-9890. Fax. 1-800-806-2799. Aeroflow Breastpumps Billing.
3. Aeroflow Sleep. Phone. 800-480-5491. Fax. 866-903-3640. Email.
4. Aeroflow Diabetes. Phone. 866-456-6755. Fax. 866-609-1733. Email.

What is the life expectancy of the Elvie Pump?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The Elvie breast pump’s rechargeable battery typically lasts for five to six pumping sessions on a full charge. A full charge takes about 2 hours using a micro-USB. Some users have found that they need to charge it more frequently to maintain optimal suction strength.  Here’s a more detailed breakdown:

• Battery Life: One full charge provides enough power for roughly 5-6 pumping sessions. 
• Charging Time: The Elvie pump takes about 2 hours to fully charge using a micro-USB cable. 
• Factors Affecting Battery Life: The actual battery life can vary depending on usage and settings. Some users have reported needing to charge after every two sessions to maintain strong suction. 
• Warranty: The Elvie pump has a 2-year warranty on the hub and a 90-day warranty on washable components. 

AI responses may include mistakes. Learn moreElvie Pump: Ultra-Quiet, Ultra-Discreet Wearable Best PumpComfortable with available inserts to customize your fit. App-controlled for discreet in-bra control and pumping insights. Easy to…ElvieElvie Pump | Hands-Free Breast Pump with Smart Features | ElviePower & Connectivity. Charges in two hours via micro-USB, which will last for 2.5 hours or 5-6 pumping sessions (depending on your…Elvie(function(){
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Can I return my Elvie Pump?

Can I return an unopened Elvie product? You can return an unopened Elvie product purchased from the Elvie website within 30 days of purchase.