Elara Maison – Delivery Terms and Conditions | Shipping, Returns & Policies

Elara Maison – Delivery Terms and Conditions

1. Order Processing Time

Elara Maison is committed to ensuring efficient and timely delivery of all orders. Delivery times vary depending on the type of order:

  • In-stock products: Estimated delivery time is 3 to 7 business days.
  • Made-to-order products: Customized furniture and decorative items require 4 to 12 weeks, depending on the manufacturer and product specifications.
  • International deliveries: Orders shipped outside Poland may require additional time for customs clearance and international transit. Estimated delivery time is 7 to 21 business days.

Once an order is placed, customers will receive a confirmation email with the estimated delivery timeline.

2. Shipping Destinations

Elara Maison offers international shipping to the following locations:

  • Europe: Poland, Germany, Austria, France, Italy, Spain, Netherlands, Belgium, Switzerland, Portugal, Czech Republic, Slovakia, Sweden, Denmark, Norway, Finland, Lithuania, Latvia, Estonia.
  • Middle East: United Arab Emirates, Qatar, Saudi Arabia, Kuwait.
  • North America: Selected states in the United States, Canada.

If your country is not listed, please contact our customer service team to confirm shipping availability.

3. Shipping Costs

Shipping costs vary depending on the order size and destination:

  • Small parcels (decor, lighting, textiles): $15 – $50
  • Medium-sized orders (smaller furniture, decorative sets): $50 – $150
  • Large furniture and oversized items: $150 – $500 (costs may increase depending on weight and size).
  • International shipments: Costs are determined individually and may include customs duties, taxes, and additional transport fees.

Shipping costs are calculated at checkout based on the delivery address.

4. Delivery Methods

Elara Maison partners with reputable logistics providers to ensure safe and timely delivery. Available shipping options include:

  • Courier services (DHL, UPS, FedEx, DPD) for small and medium-sized packages.
  • Specialized furniture transport for large and oversized items, including in-home delivery options.
  • White Glove Delivery Service – A premium service that includes in-home delivery, assembly, and removal of packaging (available in select locations).

5. Delivery Scheduling & Receiving Orders

  • Delivery Appointments: For large furniture items, our logistics partners will contact you to schedule a convenient delivery date.
  • Missed Deliveries: If you miss a scheduled delivery, a re-delivery attempt may be made, or the order may be returned to our warehouse. Additional fees may apply.
  • Signature Requirement: High-value orders or large furniture may require a signature upon delivery.

6. Packaging & Handling

  • Secure Packaging: All orders are packed with high-quality, eco-friendly protective materials to prevent damage.
  • Special Packaging for Fragile Items: Glass decor, ceramic vases, and lighting fixtures receive additional protective layers.

7. Order Tracking

Once an order has been shipped, customers will receive a tracking number via email. Tracking information can be checked:

  • On the carrier’s website using the provided tracking number.
  • In the customer account on the Elara Maison website.

8. Returns and Complaints

Return Policy

Elara Maison offers returns in compliance with applicable consumer protection regulations:

  • Return Eligibility: Items purchased online may be returned within 14 days from the date of receipt.
  • Exceptions: Custom-made and personalized products are non-returnable.
  • Return Costs: The customer is responsible for return shipping costs unless the product is defective or damaged upon delivery.

Complaints & Product Damage

  • Inspect Your Order Upon Delivery: Customers should carefully inspect packages upon arrival before signing for them.
  • Reporting Issues: If a product arrives damaged:
    • Note the issue on the courier’s receipt.
    • Take clear photos of the damaged product and packaging.
    • Contact our support team within 24 hours to initiate a resolution.

Possible resolutions may include a replacement, repair, or store credit.

9. Shipping Restrictions & Additional Fees

  • Remote Locations & Islands: Additional shipping fees may apply for deliveries to remote areas.
  • Customs & Import Duties: International orders may be subject to import taxes and customs duties, determined by the destination country. These fees are the customer’s responsibility.
  • Multi-Package Shipments: If your order includes multiple products, they may be shipped separately due to size or availability.

10. Delivery Delays & Force Majeure

  • Industry-Wide Delays: Elara Maison strives for timely deliveries, but unforeseen disruptions (e.g., extreme weather, customs delays) may cause delays.
  • Communication in Case of Delays: Customers will be notified via email or phone if delays occur.
  • Compensation for Delayed Orders: In case of significant delays, discounts or store credits may be offered as a goodwill gesture.

11. Assembly & Installation Services

  • Furniture Assembly: Some furniture items require assembly upon arrival. Customers can opt for our White Glove Service, which includes professional assembly.
  • Installation Assistance: For lighting fixtures or wall-mounted furniture, customers should hire a professional installer.

12. Order Modifications & Cancellations

  • Changes Before Shipment: Order modifications (address changes, cancellations) must be requested within 24 hours of purchase.
  • Cancellations: Once an order is processed for shipping, cancellations are not possible. Customers may return eligible items after receiving them.

13. Expedited Shipping Options

  • Express Delivery: Available for selected locations and in-stock products (additional fee applies).
  • Same-Day Dispatch: Orders placed before 12:00 PM (CET) on eligible items may qualify for same-day dispatch.

14. Customer Support & Live Chat Assistance

  • Live Chat Support: Available Monday–Friday, 9 AM–6 PM (CET).
  • Extended Customer Service Hours: During peak seasons (holiday sales, Black Friday), service hours may be extended.

15. Frequently Asked Questions (FAQs)

  • Can I change my delivery address after placing an order? Yes, within 24 hours. Contact customer support immediately.
  • Do you offer gift packaging? Yes, available for selected items (select at checkout).
  • What happens if I refuse a delivery? The order will be returned to us. A return shipping fee may be applied.

16. Terms & Conditions Acknowledgment

By placing an order with Elara Maison, you confirm that you have read and accepted these Delivery Terms and Conditions. Elara Maison reserves the right to update shipping policies at any time.

17. Contact Information

For inquiries regarding shipping, returns, or order status, please contact:

Email: support@elaramaison.pl
Contact Form: www.elaramaison.com/contact