FAQs
1. Where does Eleglite ship?
We offer international shipping to the following countries: United Kingdom, Australia, Canada, Belgium, German, Netherlands.
2. How much do you charge for shipping?
We offer free shipping to the following countries if your order meets or exceeds the specified thresholds:
United Kingdom: 49 GBP
Germany, Belgium, Netherlands: 59 EUR
Canada: 90 CAD
Australia: 102 AUD
Orders below these thresholds will incur shipping fees. For the exact shipping cost for your country, please proceed to checkout where the shipping fee will be calculated. You can also view Shipping Policy details for more information.
3. Can I cancel my order?
You can change or cancel your order within 12 hours. Please get in touch with us at support@eleglite.com
4. Can I change my shipping address?
You can change your shipping address before the item is shipped by Contact us, but once it moves to the shipping process, it cannot be changed.
5. How long will it take my order to arrive?
We typically ship your order within 3 days after your purchase. Delivery times may vary depending on your location. Please refer to our Shipping Policy for more information.
6. How can I track my order after it has been shipped?
Once your order has shipped, you will receive an email with a tracking number. You can use this number to check the delivery status of your order on the carrier’s website.
Alternatively, you can track your order by clicking "Order Tracking" in our menu or by sending us an inquiry via email at support@eleglite.com. Simply enter the tracking number shown in your order shipping email.
NOTE: All packages you ordered may not be delivered at the same time.
7. What do I do if I receive a damaged or incorrect item?
If your order arrives damaged or you receive the wrong item, please contact our customer service (support@eleglite.com) immediately. We will assist you with a replacement or refund and provide instructions on how to handle the return.
8. Do you charge sales tax?
All prices shown are exclusive of taxes. Any import taxes, duties or other related charges that may be incurred are the responsibility of the customer.
These charges are determined by the destination country’s customs authorities and are payable directly by the customer. We are unable to estimate the specific amount of these charges as they vary by country and depend on a variety of factors.
We advise you to find out about the local regulations prior to ordering from us. Eleglite can not give you advice or information about tax rates and customs charges in your country.
If you refuse delivery of a parcel due to import duties or taxes, you assume all liability for all costs involved in returning the item to us.
9. Do you offer refunds or exchanges?
If you are not satisfied with your products, we offer a full refund or exchange within 7 days of purchase( Customers located in the European Union have the right to cancel or return their order within 14 days of receiving it), provided the products are unused and undamaged. You will be responsible for the cost of return shipping. You assume any risk of lost, stolen or damaged goods during transit. If you would like a refund or exchange, please email us at support@eleglite.com.
10. What payment methods can I use?
You can place an order on our web site and pay with:
1. Credit/Debit Cards: Visa, Mastercard, Maestro, Discover, American Express, Diners Club, UnionPay
2. Digital Wallets: Apple Pay, Google Pay, Shop Pay
3. Flexible Payment: Klarna
Note: We don't accept checks or money orders.
11. What if a product is out of stock?
We will inform you when you attempt to purchase a product if it is out of stock. If we run out of stock of your product after your purchase, you will have the option of waiting until the product arrives or an exchange/refund.
12. What are your customer service hours?
We are available from 9:00 AM to 5:00 PM GMT, Monday to Friday.
13. What if my package is lost or stolen?
If the package shows as delivered to your address but is missing, you must report the loss to us within 2 business days of the marked delivery date.
Once you report the missing package:
1. We will initiate a carrier investigation to locate your shipment.
2. If recoverable, we'll ensure it reaches you promptly.
3. If declared lost by the carrier, we'll reship your order at no cost (subject to stock availability).
Important Note:
We cannot be held responsible for:
1. Packages sent to incorrect/incomplete addresses provided by the customer.
2. Deliveries where carriers cannot identify the destination address.
3. Failure to report missing packages within the 2-business day window.
14. How can I subscribe to your newsletter and special offers?
You can find the subscription box at the bottom of our website, where you can enter your email address and submit to subscribe to our newsletter and special offers.
15. Is my online order secure?
Yes! We use standard SSL encryption for all transactions so you are assured that any information you send us is encrypted even before they are sent.