SHIPPING & DELIVERY
Have a question about your order? Fill in our contact form with your order number in the subject line.
We process and ship your order as quickly as possible. Our customers have an hour window to request an order cancellation or address edit. While we will do our very best to accommodate your request during the hour window timeframe, cancellations and address edits are not guaranteed.
We try our hardest to ship your order the same day, if that is not possible we ship it on the next working day due to high order volume. You will receive a shipping confirmation email as soon as tracking information is available.
Transit times are calculated on checkout. Our shipping is weight and dimension based - many of our products are large in size which means it is quite expensive to ship to our customers all over the world. We're constantly doing our best to bring you the most competitive rates and best experience. Our shipping is not-for-profit center.
PRE-ORDER: All items will ship out on dates specified on the pre-order product page. Additional processing time will be added to this entire order with any preorder item. Please do not select expedited shipping for pre-order items as inventory is not available to ship until the dates listed.
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HOW CAN I CHECK THE STATUS OF MY ORDER?
After you placed your order we'll keep you updated via email. We'll also send the tracking number to you as soon as it ships so you can check the status of your order. We use DHL internationally. If you need to make changes to your adress, please contact customer service via our contact form. We will do everything we can to help solve your problem!
WHAT SHOULD I DO IF I AM NOT HOME WHEN MY PACKAGE IS SCHEDULED TO ARRIVE?
Full transparency; once your order is out for shipment, it's in the hands of the carrier. We suggest to contact DHL or your local carrier to redirect your package to a pick-up location.
CAN I CANCEL MY ORDER?
We process and ship your order as quickly as possible. Our customers have an hour window to request a cancellation. While we will do our very best to accommodate your request during the hour window timeframe, cancellations are not guaranteed. Please contact us via our contact form as soon as possible if you would like to cancel your order!
HOW CAN I TRACK MY ORDER?
For all online orders an email will be sent with shipping and tracking information, still have a question? Fill in our customer form.
WHAT HAPPENS IF I ORDER SOMETHING AND IT IS OUT OF STOCK
First of all, sorry for our mistake! We will contact you and refund you the full price of the item and refund your card or account for the value of the item (including shipping) within 3-5 business days.
I ENTERED THE WRONG ADRESS, WHAT DO I DO
Fill in our customer form immediately. Customers have an one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees.
If we are unable to edit your address, you need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.
THERE IS A PROBLEM WITH MY SHIPMENT, WHAT DO I DO?
If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an upcharge. ELOÉ is not responsible for paying this upcharge. To avoid the upcharge, ask the carrier to hold the shipment at the nearest location for you to pick up.
MY ORDER NEVER ARRIVED, LOST OR STOLEN SHIPMENTS.
ELOÉ is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (DHL). Once your claim has been filed, please contact us directly via the contact form with information regarding your situation and your claim number.