FAQs
Q: How can I cancel my order?
A: You may cancel your order before it has been shipped by contacting our customer support team. Once the order has been dispatched, cancellations are no longer available.
Q: What if I entered the wrong email or shipping address?
A: Please contact us as soon as possible. We can update your information before shipment, but changes cannot be made after the order has shipped.
Q: Can I return or exchange a product?
A: Returns are accepted within 30 days of delivery for unused items in their original packaging. Exchanges are processed as a return followed by a new purchase.
Q: How long is the product warranty?
A: We provide a 2-year warranty on all products.
Q: What is not covered under warranty?
A: Damage caused by improper installation, misuse, accidents, natural disasters, or normal wear and tear is not covered.
Q: How do I return a damaged or defective item?
A: Please contact us within 48 hours of delivery and provide photos of the item and packaging. After verification, we will arrange a replacement or refund.
Q: How do I choose the right product size for my space?
A: We recommend measuring your available space carefully and comparing it with the product dimensions listed on the product page. Consider room layout and surrounding furniture for the best fit.
Q: Can I customize a product?
A: Yes, we offer customization options for select products, including color, sizes. Custom-made items are non-returnable unless defective.
Q: How do I care for my products?
A: Use a soft, dry cloth for regular cleaning. Avoid abrasive cleaners or harsh chemicals to help preserve the finish and appearance of the product.
Q: What payment methods do you accept?
A: We accept major credit cards, PayPal, Shop Pay, Apple Pay, and Google Pay. All payments are processed securely.
Q: How long does shipping take?
A: Orders are generally processed within 1–3 business days. Delivery within the United States usually takes 5–8 business days depending on the destination.
Q: Can I track my order?
A: Yes. Once your order has shipped, a tracking number will be sent to your email address.
Q: Do you ship internationally?
A: Currently, we only ship within the United States.
Q: How are products packaged for delivery?
A: Our products are carefully packed using foam padding, reinforced boxes, and protective materials to help prevent damage during shipping.
Q: Can I order in bulk for commercial or interior design projects?
A: Yes. For bulk purchases or large design projects, please contact us directly for custom pricing and shipping arrangements.
Q: What if my order arrives late?
A: Delivery times may occasionally be affected by holidays, weather conditions, or high shipping demand. Please contact us if your order is significantly delayed.
Q: Are your products safe for homes with children?
A: Yes. Our products are designed and manufactured to meet standard indoor home use expectations.
Q: Can I request finish or material samples before purchasing?
A: Yes. You may contact us to request additional photos, finish references, or available material samples for selected products.
Q: What should I do if I receive the wrong item?
A: Please contact us immediately. We will arrange shipment of the correct item and cover any related shipping costs.
Q: How durable are your products?
A: Our products are crafted using quality materials designed for long-term indoor use and everyday durability.
Contact Us
Address: 12230 Washington Center Pkwy, Denver, CO 80241, United States
Email: support@elaralume.com
Phone: +1 (303) 359-5929
Business Hours: Mon–Fri, 9:00 AM – 6:00 PM