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Frequently Asked Questions

Everything You Need to Know to Ease Your Mind about our furniture at ÉLIGN

As part of our ongoing commitment to excellent customer services, we’ve compiled a list of frequently asked questions with their accompanying answers in order to ease your mind! 

Shipping & Delivery

How long does it take for my item to get to me? 

Once the order is place and processed within 24 hours, it will then be delivered within 10-14 days. Custom products may take longer depending on location, the type of products required to make the piece, and the difficulty/intricacy of product. All of this will be explained when custom orders are being placed. 

How much does delivery cost? 

The cost of delivery is calculated at checkout and included in the total amount. 

How can I track my order? 

We send email updates regarding the status of the delivery throughout every stage until it reaches you. 

Will I have to sign for my delivery? 

Yes. We will need someone there on delivery to sign for the product to confirm it was delivered in the correct condition. 

What happens if I'm not home when my package arrives? 

Our shipping partner will leave a notice at your address notifying you of an alternative delivery date or pick-up arrangement. Alternatively, we will email/call/message you the day of the expected delivery to discuss the time it is going to reach you and if someone will be home to accept it.  

My items haven't arrived yet, what should I do? 

Please allow for up to 10 to 14 days for delivery from the day you received the email order confirmation. The status of delivery will be communicated with you via email updates, if you have not received updates please contact customer support through this email contactelign@gmail.com. We will respond to your query within 24 hours. The order status of your delivery will provide a detailed description. If, for some reason, our shipping partner cannot reach you, we will provide an alternative option to delivery or for you to pick up the product(s) directly from them. 

Will I have to assemble any of the products myself? 

No. Élign will assemble the products before delivering to you so that they arrive as they look on the website, in their complete form. 

Returns & Cancellations 

Can I cancel my order? 

Once the order is placed and processed, you will not be able to cancel the order. For further assistance email us at contactelign@gmail.com

Can I return a product? 

Élign does not accept returns unless the item is damaged/faulty. 

If a product is damaged can I return it? 

Élign accepts returns of damaged items within a 48 hour period from when the delivery occurred if the product is damaged/faulty.

What if the packaging of the product is damaged upon delivery? 

If this is the case, do not accept the delivery. Contact our customer support team at contactelign@gmail.com and we will offer either a voucher, or send a replacement product to you dependent on your preference. 

Can I return a product that is faulty upon usage? 

At Élign we offer a warranty period to every customer upon every purchase of an item. The best thing to do in this situation is to contact our Customer Support Team at contactelign@gmail.com. One of our representatives will be happy to find the best solution to your given situation.

How long does it take to receive the refund? 

We will process your refund within 7 business days of receiving the returned product in its original packaging. 

How will I receive the refund? 

The refund will be returned in the same method as the product(s) were purchased. For example, if the payment was done so via credit card then it will be returned to that credit card. 

Stock 

Can I provide feedback? 

We love receiving your feedback on our products. You can leave any comments on our reviews & testimonials page located on our website. Alternative, you can provide feedback though contacting us at contactelign@gmail.com

Is there a showroom/store I can go to to view the products? 

Unfortunately, we are solely an online store. We hope in the future that we can create a space where all of our customers can come and view our collection. Any questions that you may have regarding the products on our website can be answered through contacting us at contactelign@gmail.com

However, with this being said, if you would like to pick out a specific slab for a custom piece there are ways for this to be done. Please contact us via customelign@gmail.com for these arrangement to be made. 

 

Payment 

What payment options are available? 

We use each of the following payment methods: Debit/Credit card, PayPal, and After-pay. 

How does After-Pay work? 

After-Pay provides a set amount that you pay each week for the product, until it has been paid off completely which may be over a two month or so period.

If I use After-Pay when will I receive the product? 

Once the order has been placed (even through After-Pay) it is the same method as an account that is paid in full. The order will be processed within 24 hour period and then dispatched to the customer within a 10 to 14 day period. You do not have to wait until you've paid the full amount to receive the product when utilising the payment method of After-Pay. So you can enjoy the benefits of recieving the product without having to pay all the money upfront! How cool is that! 

My card details are not being accepted, what's wrong? 

In this scenario, please contact your bank to rule out any issues on their behalf. If this is unsuccessful (if problems with payment persist), please contact our customer support team at contactelign@gmail.com

If I experience technical difficulties while placing my order, how will I know if my order has gone through? 

If your transaction is successful, then you will receive a confirmation email. We do fulfil these emails ourselves as they are not automated, so it may take a few minutes for us to see the other has been placed before sending the confirmation email through to you. If you do not receive one, try placing your order again. Please do not hesitate to contact us also at contactelign@gmail.com

Pricing

Do your prices include tax? 

All prices are inclusive of tax which is calculated at check out, this amount can be found under this bracket. 

Privacy & Security 

How do I know if Élign with Luxury is a safe online shop? 

At Élign we are committed to providing a safe platform for all of our customers. We value and respect your privacy, and therefore, ensure that your personal details are not shared with any other party. 

Do you keep my card details? 

No. We do not store or keep your card details. 

Will my information be shared/sold to third parties? 

No. Your information will not be sold or passed on to any other third party. We value and respect your privacy at Élign. 

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