9. FAQ
FREQUENTLY ASKED QUESTIONS
Shopping online should feel simple.
Below you’ll find answers to some of the most common questions about ordering from ELARONNE.
Where Does ELARONNE Ship?
ELARONNE currently focuses on customers in Australia.
We offer Free Tracked AusPost Shipping on Australian orders.
How Long Will My Order Take to Arrive?
Please allow 1 to 3 business days for your order to be processed.
After dispatch, delivery usually takes approximately 3 to 7 business days.
Most orders are therefore expected to arrive approximately 4 to 10 business days after being placed.
Delivery times are estimates and occasional delays can occur.
Will I Receive Tracking?
Yes.
Once your order is on its way, tracking details will be sent to the email address provided during checkout.
Your parcel may initially travel through an international logistics network before being transferred to Australia Post for final delivery.
Where Are Orders Shipped From?
ELARONNE works with selected international suppliers and fulfilment partners.
Some products are shipped directly from overseas fulfilment locations, including locations in China.
This allows us to avoid unnecessary handling and get your order moving towards you as efficiently as possible.
Why Did I Receive Only Part of My Order?
If you order multiple items, they may occasionally be shipped separately.
This can happen when products are fulfilled by different fulfilment partners.
If one parcel arrives before another, there is usually no need to worry. Where available, separate tracking information will be provided.
Do You Offer Free Shipping?
Yes.
We currently offer Free Tracked AusPost Shipping on Australian orders unless clearly stated otherwise during checkout.
What Is Your Return Policy?
We offer a 30-Day Money-Back Guarantee on eligible purchases.
If something isn’t quite right, you may request a return within 30 days of receiving your order.
Please review our Refund & Return Policy for full return conditions.
Who Pays for Return Shipping?
For ordinary change-of-mind returns, return shipping costs are the responsibility of the customer.
Different rules may apply where an item is faulty, damaged, incorrect or otherwise covered by applicable consumer guarantees.
Where Do I Send My Return?
Please contact us before sending a return.
ELARONNE works with different fulfilment partners, so the correct return location depends on the product.
Once your return request has been reviewed and accepted, we will provide the appropriate return instructions and return address.
Please do not automatically send a return to our registered business address.
Can I Return Sale Items?
Yes.
Eligible items purchased during an ELARONNE sale are also covered by our 30-Day Money-Back Guarantee.
How Long Does a Refund Take?
Once your return has been received, inspected and approved, we aim to process your refund within 5 business days.
Your bank or payment provider may require additional time before the refund appears in your account.
Can I Change or Cancel My Order?
Please contact us as quickly as possible at:
We’ll do our best to help.
However, once an order has entered processing or has been dispatched, we may no longer be able to cancel or change it.
What If I Entered the Wrong Address?
Please contact us immediately at:
If your order has not yet entered processing or been dispatched, we may still be able to update the delivery information.
Once an order is on its way, changes may no longer be possible.
How Do I Choose the Right Size?
Please review the sizing information provided on the relevant product page before ordering.
Because sizing can vary between styles, we recommend using the measurements provided for the specific item rather than relying only on your usual size.
What If My Item Arrives Damaged or Incorrect?
Please contact us as soon as reasonably possible at:
Include your order number and, where helpful, clear photographs showing the issue.
Our customer care team will review the situation and help you with the appropriate next steps.
What Currency Are Your Prices In?
For customers shopping through our Australian store, prices are displayed in Australian dollars (AUD) unless otherwise stated.
Which Payment Methods Do You Accept?
Available payment methods are displayed during checkout.
Options may vary depending on your location, device and payment provider.
Is Payment Secure?
Yes.
Payments are processed through secure payment providers available through our Shopify checkout.
ELARONNE does not directly store your complete credit or debit card details.
How Can I Contact ELARONNE?
Our customer care team is here to help with questions about products, sizing, orders, shipping and returns.
Email: info@elaronne.com
Phone: +31 6 26 61 18 22
We aim to respond to customer enquiries within 24 hours on business days.