FAQ

Orders

I’m having trouble with my order. Can you help?

Yes, email us at info@elenorra.com for assistance.
What payment methods do you accept?

You can choose to pay with a Credit Card (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, Shop Pay or any Elenorra Gift Card.
How do I check my order status?

Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website. 
Can I modify or cancel after it has been placed?

We strive to ship orders promptly, so please get in touch with our Customer Service as soon as possible, if you would like to edit or cancel your purchase. Unfortunately, when your order has entered has been processed, changes are no longer possible.

We recommend double-checking your order details before completing your purchase to avoid any complications.
I made an order, and it hasn't been shipped yet. Now the product I ordered is on sale; can I get it at the discounted price?

Please note that the active promotions only apply to new orders.
Can I order spare parts or products that are not available in your online store?

We are happy to check the availability of the spare part you want. Please contact our service client at info@elenorra.com
Can I change my delivery address?

We strive to ship orders promptly, so please get in touch with our Customer Service as soon as possible, if you would like to change your delivery address. Unfortunately, when your order has entered has been processed, changes are no longer possible.

We recommend double-checking your shipping address before completing your purchase to avoid any complications
My promo code doesn't work or I haven't received it

Promo codes can only be used once & cannot be combined with other offers. If you haven’t received your code, please check your junk mailbox. If not found, contact our customer support team at info@elenorra.com

Shipping

What shipping options do you offer?

We're working hard to get your order packed quickly. It usually takes about 1-4 business days for us to pack and ship your order. 
How much does shipping cost?

We offer free shipping in Australia.
How long will it take for my order to arrive?

Delivery times include both dispatch and transit times, which depend on your location, order type (bulk times, custom order, in-stock or pre-order).

Your delivery time will be dependent on your location and the item(s) you’re purchasing. Delivery is generally 10-20 business days, unless it is a bulky item (including furniture, floor lamps, ceiling lamps and rugs), made-to-order items or Preorder.

Please refer to our shipping policy for more details.

Please note that the delivery period are estimates, as we cannot guarantee that a parcel won’t encounter delays during transit.
Can I track my order?

Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website.

Please allow 24–72 hours for tracking information to become live. During this period, our customer service team will not be able to provide updates on the whereabouts of your goods.
Why have I only received part of my order?

Multiple item orders may ship separately, if you notice this with your order, this is normal and all your pieces are coming. Our inventory is held in more than one location, this means that in some instances items will have to be sent from separate warehouses. For multi-piece orders, each parcel will have a separate tracking number.

This means you will receive separate parcels, possibly at different times and dates. Please wait a few days for your other product/s to arrive. Contact us if you have not received a few days later.
My order tracking isn't working, why is that?

Depending on the shipping method, it may take several working days for the tracking code to activate. If the tracking page is not providing tracking info, please try again later.
Can I postpone the delivery of the product I ordered to a later date?

Generally, we are unable to postpone the delivery of products once the order has been processed and dispatched, as we work to ensure timely delivery to all of our customers. However, if you need to arrange a different delivery date, we recommend contacting our customer service team as soon as possible, and we’ll do our best to accommodate your request.
Do you ship Internationally?

No, we currently deliver within Australia only. However, for international commercial orders, feel free to email us at info@elenorra.com, and we’ll do our best to assist you.
My order is delayed. What can I do?

Delays can occur when the package is in transit due to a variety of influences. If you see a delay in tracking updates be rest assured this can occur and does not mean your package is lost.

Please be patient with the carrier as delays are outside of our control. If you have questions about the delay please do not hesitate to reach out to our team! 

Unfortunately we are unable to refund and cancel due to carrier delays while your order is in transit to you.

Returns & Refunds

What if my order arrives defective or damaged ?

If the product you received is defective or damaged during transportation, take photos and video of both the packaging and the product. Send the photos/ videos and a more detailed description to us within three days of receiving the order.

Our Customer Service will contact you as soon as possible. Always save the damaged shipping packaging.
What is your return policy?

We have a returns policy . We strongly encourage all clients to review our Return Policy as well as our Shipping policy prior to placing an order. 
When will I receive a refund for the product I returned?

We will issue a refund within 10 days of receiving and inspecting the returned product. Returns are processed in the order they arrive.

We'll send you an email once your return package has been received and another email confirming your refund has been fully processed. If you've waited more than 10 days with no email from us, please reach out to us, and we will gladly help you out.
I no longer want my order. Can I get a refund?

Contact us at info@Elenorra.com to discuss options.

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

We do not accept returns for change of mind unless specifically approved by our customer service team.

We may offer you a store credit provided that the return is made within 7 days from the date you received the product and you are able to provide satisfactory proof of purchase.

To be eligible for a store credit, the product must:

  • Be unused and in the same ‘as -new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;
  • Be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;
  • Not listed as a non eligible product for return

Fees that will be deducted from your store credit includes:

  • Initial shipping costs
  • Return shipping costs
  • 20% restocking fee charged per ‘line total price’ of returned product
How do you process my return payment?

The price of returned products is always reimbursed according to the payment method used for the order.
I received the wrong product, what should I do?

Unfortunately, sometimes a human error can occur and the wrong product is sent. If we have sent you the wrong product, please contact customer service immediately. We will address the issue as soon as possible and you will receive a replacement product as quickly as possible.
Are all products eligible for return?

Please note that the right to return products does not apply to:

  • Custom-made products which are ordered from the manufacturer according to the customer's wishes.
  • Custom-cut items (including fabrics).
  • Pre-orders items
  • Any order that is discounted, on sale, on special offer or bought with a discount.
  • Textile and hygiene products, such as bean bag chairs, towels, bedding or rugs.

Non-returnable items also include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling. 
Can I return the product even though I have already thrown away the packaging materials?

You can return the product if it is unused and in the condition you received it. All parts of the product, including the packaging and instructions, must be intact.
I received my order but there are missing parts, What do i do?

Kindly refer to the Assembly Manual included on the package – take a photo of the assembly instruction identifying the missing parts and email to info@elenorra.com. We will immediately send the missing parts.
Does my purchase come with a warranty?

Elenorra products generally cover 12months warranty period against any manufacturing defects and any other issues with the materials that have been used. It is important that you to keep your invoice number to ensure you make a claim.
Returns, Refunds & Exchange on Sale Items

We do not offer refunds, returns or exchanges on sale items due to change of mind. We will meet our obligations under the Australian Consumer Law if a product is faulty or damage.
My order is stolen

Please note that we are not responsible for stolen items once the delivery has been confirmed. We recommend ensuring the delivery address is secure.

If you have any concerns, feel free to contact us, and we’ll do our best to assist.