FAQ

How do I know if my order was placed successfully?

After completing your purchase, you should receive an order confirmation email containing your order number and order details.

Please check your spam or junk folder if you do not see the email in your inbox. If you still cannot find it, contact us at info@eleralane.com.

Can I change or cancel my order?

We will do our best to assist you, but we cannot guarantee changes or cancellations once an order has entered processing or has already been shipped.

I entered the wrong shipping address. What should I do?

Email us immediately at info@eleralane.com with your order number and the correct shipping address.

If the order has not yet been processed or shipped, we may be able to update it. Elera Lane is not responsible for delays or delivery issues caused by incorrect information submitted during checkout.

Can I order more than one item at a time?

Yes. You may add multiple products, sizes, or colours to your cart and complete them in a single order.

In some cases, items from the same order may arrive in separate packages.

Where does Elera Lane ship?

We offer shipping to customers globally, subject to destination availability at checkout.

If your address is accepted during checkout, we are currently able to ship to your location.

How much does shipping cost?

We offer free shipping on all orders, with no minimum purchase required.

How long does delivery take?

Our estimated delivery timeframe is:

Processing time: 1–3 business days
Transit time: 5–6 business days
Total estimated delivery time: 6–10 business days

Delivery estimates begin after your order has been placed and may vary depending on your location, carrier conditions, stock availability, holidays, or other circumstances outside our control.

What are considered business days?

Business days are Monday through Saturday, excluding applicable public holidays.

How can I track my order?

Once your order has shipped, we will send you an email containing your tracking number.

You can enter your tracking information on our Order Tracking Page.

Why is my tracking information not updating?

Tracking information may take some time to update after your shipment has been handed to the carrier.

If there has been no update for an extended period, contact us at info@eleralane.com and include your order number.

Will all the items in my order arrive together?

We try to ship orders together whenever possible. However, orders containing multiple items may occasionally be sent in separate packages.

If this happens, you may receive more than one tracking number, and the packages may arrive at different times.

What should I do if my order is delayed?

Check your tracking information first for the latest delivery update.

If the estimated delivery period has passed or the tracking information appears unusual, contact us at info@eleralane.com. We will review the shipment and assist you where possible.

What happens if my package is marked as delivered but I cannot find it?

Please check:

around your property;
with members of your household;
with neighbours;
at your building reception or mailroom;
and directly with the delivery carrier.

If you still cannot locate the package, contact us with your order number and tracking information.

What happens if my package is lost?

Contact our customer service team if you believe your package has been lost in transit.

We will review the tracking information and work with the relevant shipping partner to determine the appropriate next step.

What is your return policy?

You may return an eligible item within 30 days of receiving your order.

Items must be unused, in their original condition, and returned with their original packaging.

For full details, please review our Return and Refund Policy.

Are returns free?

Yes. Return shipping is covered by Elera Lane for approved returns.

You must contact our customer service team before sending an item back so that we can provide return authorisation, instructions, and the appropriate shipping label.

How do I start a return?

Email info@eleralane.com with:

your order number;
the item you wish to return;
and the reason for the return.

Our team will provide the relevant return instructions.

Can I send my return directly to the business address?

Do not send an item back without first contacting us.

Approved returns must be sent according to the return instructions provided by our customer service team. Unauthorised returns may not be accepted or processed.

When will I receive my refund?

Once your returned item has been received and inspected, an approved refund will be issued to your original payment method.

It usually takes approximately 7 business days for the refund to appear, depending on your bank or payment provider.

Can I exchange an item?

Yes. Contact us if you would like to request a different size, colour, or product.

Exchange requests are subject to product availability.

Are any items non-returnable?

Certain products may not be eligible for return for hygiene or safety reasons.

Any non-returnable product will be clearly identified in the relevant product description.

What if my item arrives damaged, defective, or incorrect?

Include:

your order number;
a description of the issue;
and clear photographs showing the item and its condition.

We will review the issue and provide the appropriate resolution.

How do I choose the correct size?

Please review the size information shown on the individual product page before placing your order.

Sizing may vary between different products, so we recommend checking the specific measurements rather than relying only on your usual size.

What if I am between two sizes?

Where possible, compare the product measurements with a similar item you already own.

You may also contact us before ordering if you need assistance interpreting the available size information.

Will the product colour look exactly the same as it does online?

We aim to display product colours as accurately as possible.

However, colours may appear slightly different depending on lighting, photography, screen settings, and the device being used.

Will sold-out products be restocked?

Some products or variants may be restocked, while others may be discontinued.

Check the product page regularly for availability or contact us if you have a question about a particular item.

How should I care for my item?

Follow the care instructions shown on the product page or included with the item.

Using the recommended washing and care method can help maintain the appearance and condition of your purchase.

Which payment methods do you accept?

We accept the payment methods displayed during checkout.

Available methods may include major credit and debit cards, accelerated checkout options, and other supported payment services.

What currency are prices displayed in?

Prices are displayed in USD unless otherwise indicated by the website or your selected market.

Is my payment information secure?

Payments are processed securely through trusted third-party payment providers.

Elera Lane does not directly store your complete payment-card information.

Why was my payment declined?

Payments may be declined by your bank or payment provider for reasons such as:

incorrect card information;
insufficient funds;
billing-address mismatch;
fraud-prevention checks;
or transaction restrictions.

Check your information carefully or contact your payment provider for further assistance.

Can I use more than one discount code?

Unless otherwise stated, only one discount code can be applied to an order.

Discount codes must be entered during checkout and generally cannot be applied after an order has been completed.

Why is my discount code not working?

Confirm that:

the code was entered correctly;
the code has not expired;
your order meets any minimum purchase requirement;
and the products in your cart are eligible.

How can I contact Elera Lane?

You can contact us through:

Email: info@eleralane.com
Phone: +1 (929) 669-3632
Contact form: Contact Elera Lane

What are your customer service hours?

Our customer service hours are:

Monday to Saturday: 9:30 AM to 7:00 PM EDT

How quickly will you respond?

We aim to respond to customer enquiries within 1–2 business days.

Sending multiple messages about the same enquiry may delay the response process, so please include your order number and all relevant details in your first message where possible.

FAQ