Shopping Assistance, Delivery & International Shipping Information

At Elara Maison, client care is treated with the same discipline as design.
This page provides practical guidance regarding product selection, delivery, payments, customs, and order tracking.

For legally binding conditions, please refer to our General Terms & Conditions of Sale and Return & Refund Policy.

Product Selection Assistance

Choosing furniture and décor is not merely a transaction — it is a long-term design decision.

Our team can assist you with:

  • Product specifications and dimensions
  • Material guidance and care recommendations
  • Compatibility within curated collections
  • Functional considerations for residential and hospitality spaces

We do not provide architectural or structural advice, but we are happy to clarify product-related details before purchase.

For assistance, please contact us via our Customer Support page.

Order Confirmation & Tracking

After placing an order:

  • You will receive an automated confirmation email.
  • Once dispatched, you will receive shipment confirmation with tracking details.
  • Tracking becomes active once the carrier scans the shipment (typically within 24–48 hours).

If tracking appears inactive during the first 24 hours, this usually reflects carrier processing time.

Delivery Regions

We serve customers in:

  • Europe
  • United Kingdom
  • United States
  • United Arab Emirates

Product eligibility may vary depending on size, logistics constraints, and destination.

Estimated Delivery Times

Delivery timelines displayed on the Website are estimates only and do not constitute a binding guarantee unless expressly stated as a guaranteed service in writing.

Standard Delivery Timeframes (after dispatch):

  • Europe: typically 3–10 business days
  • USA: typically 7–14 business days
  • UAE: typically 10–21 business days
  • Other international destinations: typically 10–28 business days

Production & Made-to-Order Items

Certain Products offered by Elara Maison are produced on a made-to-order or small-batch basis, including handcrafted or customized furniture.

For such Products:

  • Production time typically ranges from 4 to 12 weeks, depending on the item, materials, and supplier.
  • The estimated production timeline is indicated on the Product page where applicable.
  • Delivery timelines begin after the production phase is completed and the Product has been dispatched.

By placing an Order for a made-to-order Product, you acknowledge and accept the additional production timeframe.

Potential Delays

Delays may occur due to circumstances beyond our reasonable control, including but not limited to:

  • customs clearance procedures
  • carrier capacity limitations
  • port congestion or cross-border inspections
  • material shortages or supplier delays
  • weather conditions
  • force majeure events (including pandemics, strikes, governmental actions, war, or natural disasters)

Such delays do not constitute a breach of contract where caused by events outside our reasonable control.

Shipping & Logistics

Depending on the size, weight, fragility, and destination of the Product, shipments may be handled through:

  • international courier services,
  • freight carriers for oversized or heavy items,
  • pallet transport for large furniture,
  • or specialized logistics partners for high-value or fragile goods.

For certain destinations and specific product categories, dedicated or specialized delivery services may be arranged, including scheduled freight delivery or two-person handling where required by the nature of the Product.

Delivery methods are determined at our discretion based on operational, safety, and logistical considerations to ensure the secure and efficient transport of your order.

Delivery services provided by third-party carriers are subject to the operational terms and conditions of those carriers. Elara Maison is not responsible for delays, rescheduling, or service limitations imposed by external logistics providers beyond our reasonable control.

Where required, customers must ensure that:

  • access to the delivery location is suitable for the size and weight of the Product,
  • elevators, staircases, door widths, and entry points are adequate,
  • any necessary permits or building access approvals are arranged in advance.

Failure to ensure proper delivery access may result in additional costs, which may be charged to the customer.

Customs, Duties & Import Taxes

Unless explicitly stated otherwise at checkout or in a destination-specific policy:

Elara Maison arranges shipments on a Delivered Duty Paid (DDP) basis for orders shipped to Europe, the United Kingdom, the United States, and the United Arab Emirates, meaning that delivery-related import duties and standard customs charges are included in the purchase price where applicable.

However:

Customs authorities may require additional documentation, verification, or administrative processing in certain circumstances.
Any charges arising from incorrect information provided by the customer (including inaccurate delivery details, identification numbers, or documentation requirements) may be the customer’s responsibility where permitted by law.

If a customs authority or carrier contacts you regarding additional charges, please contact us before making any payment. We will review the matter and provide clarification.

For destinations outside the regions listed above:

Local import regulations, duties, VAT, brokerage fees, or customs handling charges may apply in accordance with the laws of the destination country. The customer remains responsible for compliance with local import regulations unless otherwise agreed in writing.

We are not responsible for delays caused by customs clearance procedures or local regulatory requirements beyond our reasonable control.

Payment & Security

We accept the secure payment methods displayed at checkout. Available options may vary depending on your location and currency.

All payments made through the Website are processed exclusively by certified third-party payment service providers compliant with internationally recognized security standards, including PCI-DSS (Payment Card Industry Data Security Standard).

Elara Maison does not store, retain, or have direct access to full payment card details. Sensitive financial information is encrypted and transmitted directly to authorized payment processors via secure SSL/TLS encrypted connections.

For additional protection, we may implement fraud detection, transaction monitoring, and authentication mechanisms (such as 3D Secure) to safeguard both our customers and our business.

Elara Maison reserves the right to suspend or cancel transactions where fraud, unauthorized activity, or regulatory concerns are reasonably suspected.

Your financial security is treated as a fundamental element of trust in our brand.

Important Notice

All delivery timelines, logistics methods, customs processes, and payment options described on this page are provided for general informational purposes only.

Actual delivery times, shipping arrangements, and import procedures may vary depending on:

  • destination country
  • product type
  • availability and production schedule
  • carrier capacity
  • customs authorities
  • regulatory requirements
  • and other factors beyond our reasonable control

Nothing on this page constitutes a guaranteed delivery timeframe unless explicitly confirmed in writing in connection with your specific Order.

In the event of any inconsistency between the information presented here and our legally binding policies, the following documents shall prevail:

  • General Terms & Conditions of Sale and Website Use
  • Return & Refund Policy
  • Privacy Policy
  • Any destination-specific policy confirmed at checkout

We encourage customers to review these documents carefully before placing an order.