Shopping Assistance | Elara Maison – Expert Support & Guidance

Shopping Assistance – Elara Maison

Elara Maison is dedicated to providing a seamless and reliable shopping experience. Our customer support team is available to assist with product selection, order tracking, payment methods, shipping policies, returns, warranties, and customs clearance. Below, you will find comprehensive details covering all aspects of your shopping experience.

Product Selection Assistance

Choosing the right furniture and décor requires expert knowledge. Our interior design specialists can assist you in:

  • Selecting products that complement your home’s style.
  • Choosing functional and aesthetically pleasing solutions.
  • Creating a harmonious space using curated collections and expert recommendations.

For personalized guidance, contact our support team, and we will provide tailored recommendations.

Order Tracking and Delivery

Checking Your Order Status

  • Track your order on the Order Status page by entering your order details.
  • Click on your order number to see the current status. If you do not know your order number, refer to the confirmation email.
  • Tracking information will be available within 24 hours after shipment.

Estimated Delivery Times

Delivery times depend on the destination and product type:

  • Europe: 3-10 business days.
  • North America (USA, Canada): 7-14 business days.
  • Middle East (UAE, Saudi Arabia, Qatar, Kuwait): 10-21 business days.
  • Asia & Australia: 14-28 business days.

Custom-made furniture and special orders require 4 to 12 weeks for processing and delivery. Some handcrafted items made by artisans may take over 30 days due to intricate detailing and production processes.

Shipping Partners

We collaborate with leading global logistics providers, including:

  • Courier Services: DHL, FedEx, UPS, DPD, GLS, TNT.
  • Freight Shipping for Large Items: DB Schenker, Rhenus Logistics, Geodis, CEVA Logistics.
  • White Glove Delivery: Available in select regions for oversized furniture and fragile items.

Customs Duties & Import Taxes

International orders may be subject to customs duties, VAT, and import taxes, depending on the destination country:

  • European Union (EU): Orders shipped within the EU are exempt from customs duties but may be subject to VAT based on the recipient country’s tax regulations.
  • United States: Orders below $800 are duty-free. Orders above this threshold may incur customs duties based on the category and value of the product.
  • United Arab Emirates: Orders over 1,000 AED may be subject to import duties at a standard rate of 5%.
  • Canada: Duties vary based on the product category and provincial tax rates.
  • Switzerland & Norway: Customs duties and VAT apply according to national regulations.
  • Asia & Australia: Import duties and taxes depend on local regulations. Customers should verify applicable charges with local customs authorities.

If your order is held at customs, you will be notified and may need to provide additional documentation or payment to release the package.

Payments and Secure Transactions

We offer multiple secure payment options to suit the needs of our customers worldwide.

Accepted Payment Methods

  • Credit/Debit Cards: Visa, MasterCard, American Express, Diners Club, UnionPay.
  • Mobile & Digital Wallet Payments: Apple Pay, Google Pay, Revolut Pay, BLIK (Poland).
  • Bank Transfers:
    • Revolut Business (EUR / USD / PLN) – IBAN available after order confirmation.
    • Millennium Bank (Poland, PLN) – IBAN available after order confirmation.
  • Buy Now, Pay Later & Installments:
    • PayU (Poland) – Interest-free installments.
    • Klarna (EU, UK, USA) – Deferred payments and flexible installment plans.
    • Tabby (UAE) – Buy now, pay later financing.
  • Cryptocurrency Payments: Bitcoin (BTC), Ethereum (ETH), USDT (Tether), Binance Coin (BNB).
  • International Payment Services: PayPal, Wise (formerly TransferWise), Revolut Business.

Supported Currencies

We accept payments in EUR, USD, PLN, GBP, AED, CHF, NOK, SEK, DKK. Orders placed in different currencies will be converted based on real-time exchange rates.

Payment Security & Compliance

  • PCI DSS Compliance – Secure handling of credit card transactions.
  • 3D Secure Authentication – Additional security for online payments.
  • SSL Encryption – Full protection of sensitive payment data.

Product Warranty & Guarantee

Standard Warranty

All products sold by Elara Maison are covered by a minimum 24-month warranty, which applies to manufacturing defects and material flaws.

Extended Warranty

Certain brands and furniture collections offer extended warranties, up to 5 years, covering:

  • Structural integrity and durability.
  • Defects in materials, such as wood, metal, and upholstery.
  • Manufacturer-related assembly issues.

Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear.
  • Damage caused by improper assembly or modification.
  • Issues resulting from exposure to moisture, direct sunlight, or extreme temperatures.

If you experience an issue with a product under warranty, contact our customer service team with photos and a description of the issue.

Returns & Refunds

Elara Maison provides a transparent return policy.

Return Eligibility

  • Items purchased online can be returned within 14 days from the date of receipt.
  • Products must be unused, in original packaging, and with all labels attached.

Non-Returnable Items

  • Custom-made and personalized products.
  • Furniture that has been assembled or modified.
  • Clearance or final sale items.

Return Process

  1. Contact our customer service team for a Return Authorization Number (RAN).
  2. Securely repackage the item and attach the provided return label.
  3. Use a tracked shipping method (return costs are covered by the customer unless the product is defective).
  4. Refunds are processed within 10-15 business days after the returned item is inspected.

Damaged or Incorrect Items

  • If you receive a damaged or incorrect product, contact us within 24 hours with photos of the issue.
  • If delivered via White Glove Service, refuse the item upon delivery and note the issue on the carrier’s paperwork.
  • We will arrange a replacement or issue a refund, including shipping costs.

Special Orders & Customization

Elara Maison offers customization options for selected furniture items. While we do not accept special orders for out-of-stock products, we can assist with:

  • Bespoke furniture solutions for luxury interior projects.
  • Exclusive pre-orders for upcoming collections.

For custom requests, please contact our support team.

Contact & Customer Support

For any inquiries regarding orders, payments, shipping, or returns, please contact us:

📧 Email: support@elaramaison.pl
💬 Live Chat: Available Monday – Friday, 8:00 AM – 4:00 PM CET

We are committed to providing the highest level of customer service and ensuring a smooth shopping experience with Elara Maison.