FAQ – Elara Maison
A refined collection of frequently asked questions — thoughtfully curated to reflect the elegance and attention to detail of Elara Maison.
Orders – Crafted for you, delivered with care.
I’m waiting for my order or want to place one
For any questions regarding orders — whether awaiting delivery or planning a purchase — our customer care team is here to assist. Reach us via chat or contact form.
You can also check your order status using the email and order number provided during checkout.
I haven’t received a confirmation email or delivery information
Please check your spam, junk, or promotions folder. If not found, contact us at support@elaramaison.com.
Why are parts of my order missing?
Your items may be shipped in multiple packages. If more than 3 working days have passed since the first delivery, please contact us.
How can I check my order status?
Track your order via:
- Our tracking page using your email and order number [insert link].
- “My Account” → “My Orders” → select the order.
Status options include:
- Pending – Awaiting payment (e.g. bank transfer).
- Confirmed – Payment received; preparing shipment.
- Cancelled – Order cancelled; contact us if unintended.
- Delivered – Your order has arrived.
You will also receive tracking details by email.
Can I cancel my order?
Yes, if it hasn’t been shipped or production hasn’t started (for custom items).
To cancel:
- Log in to your account
- Go to "My Orders"
- Click "View Order" → "Cancel Order"
Custom items cannot be cancelled or returned once production begins. Contact support@elaramaison.com for assistance.
Can I modify or cancel my order after placing it?
If the item hasn’t shipped or been crafted, email us — we’ll do our best to help.
Do you accept custom orders?
Yes. Many pieces are made to order. Share your vision — we’ll bring it to life.
Keywords: custom furniture, bespoke interiors, personalised design.
Payment – Secure, simple, seamless.
I want to buy a gift card
Digital gift cards are available on our website. Choose the design, amount, recipient's name and email, and add a personal message (up to 250 characters).
Valid for 10 years. One gift card per order. Must be purchased separately from other items.
Keywords: luxury gift card, interior design gifts.
I need an invoice
Log in → “My Orders” → select your order → “Download Invoice”.
Guest checkout? Create an account with the same email — your orders will sync.
Payment methods accepted
Visa, Mastercard, American Express, PayPal, bank transfer, Klarna (where available).
Keywords: secure payment, flexible payment options.
Bank transfer
Transfer funds within 5 working days, including your order number in the reference. Orders unpaid after this time are cancelled. Only use the account info from your order confirmation.
Is payment secure?
Yes. Our checkout uses industry-standard encryption.
Shipping & Delivery – From artisans to your space.
Will the product fit through my door or lift?
Check packaging dimensions listed on each product page. We are not responsible for deliveries that cannot be completed due to access limitations.
Keywords: furniture delivery, access measurement, packaging dimensions.
Can I choose partial or full delivery?
Yes. If your order includes items with different dates, select:
- Partial delivery – Receive available items first.
- Full delivery – Receive everything together.
Choose your option during checkout.
What should I do upon delivery?
Check:
- Item accuracy
- Packaging condition
- Number of packages
For premium services (e.g. Assembly), inspect the product and installation.
If anything’s wrong:
- Mark “I accept with reservation” on delivery doc
- Describe the issue
- Take photos of packaging, product, and label
- Contact support@elaramaison.com
Can I delay delivery?
Yes. We can hold your order up to 2 months from the estimated delivery date. Request this via our contact form, with your order number and desired delivery date.
When will my order arrive?
Delivery estimates appear on each product page and during checkout. You’ll receive email updates and a tracking link when your order ships.
Keywords: delivery times, order tracking.
Are there extra delivery charges?
Yes, in cases such as:
- Re-delivery due to absence
- Storage requests
- Delivery address change post-shipment
- Delivery complications due to limited access
You are responsible for confirming accessibility. Elara Maison may charge for re-delivery or assembly in such cases.
Where do you deliver?
We ship to most European countries, South Korea, and Australia. Full list available on our website.
Keywords: international shipping, European furniture delivery.
Can I use a third-party delivery service?
Yes. We’ll assist with documentation and coordination.
How long does delivery take?
- In-stock items: 3–5 business days
-
Made-to-order: 4–8 weeks
Keywords: lead times, made-to-order furniture.
How are shipping fees calculated?
Based on order size and destination, shown at checkout.
Returns & Exchanges – Love your space, or return it.
Received your order and want to return or report an issue?
Notify us within 14 calendar days. Log in → “My Orders” → “Return order or report an issue”. Upload photos and select the reason.
We’ll respond within 3 working days. Items must be disassembled and packed in original packaging.
Keywords: return policy, product issue, damaged furniture.
Return policy
You have 14 days to return eligible items. Custom and final-sale items are non-returnable.
How to start a return
Email returns@elaramaison.com with your order number. We’ll assist you step by step.
Warranty
All items are covered by a 2-year warranty. Same return process applies.
Keywords: furniture warranty, 2-year guarantee.
Interior Design Services – Effortless, refined, yours.
Do you offer design consultations?
Yes. Book online or in-person at elaramaison.com/design.
Keywords: online interior consultation, bespoke interior design.
Do you furnish full homes or hospitality spaces?
Yes. We specialize in full-service interior projects. Contact us for a personalized proposal.
Keywords: hotel interior design, residential styling, turnkey furnishing.
Product Care & Protection – Long-lasting beauty.
Product guarantee
2-year guarantee from delivery date. To file a claim, provide:
- Proof of purchase
- Product reference number
- Photos and defect description
Guarantee excludes damage from improper use, lack of care, chemical exposure, and natural wear.
How to care for my furniture?
Each product includes care instructions. More tips: elaramaison.com/care
Keywords: furniture care tips, maintenance instructions.
Do you offer protection plans?
Yes. Available at checkout for select items.
Keywords: furniture protection, coverage plan.
Account & Preferences – Seamless shopping.
How do I modify personal information?
Log in → “Personal Information”. Update name, address, or contact.
To change your email, go to “Change Profile”. Changes apply to future orders only.
How to unsubscribe from the newsletter?
Click “Unsubscribe” at the bottom of any newsletter email.
Do I need an account to order?
No. But creating one allows for tracking, favorites, and easier returns.
Keywords: guest checkout, customer account benefits.
Forgot your password?
Click “Forgot password?” on the login page. We’ll send a reset link.
Collaborations & Brand Info
Want to collaborate with Elara Maison?
We welcome partnerships with designers, hotels, and creatives. Email: partnerships@elaramaison.com
Keywords: brand collaborations, interior design partners.
Where is Elara Maison based?
We’re based in Poland and proudly work with European artisans.
Keywords: European craftsmanship, Polish design brand.
Still have questions? We’re here to help:
📩 support@elaramaison.com