This help section is designed to answer your query as quickly as possible. Should you be unable to find the answer to your question you may contact the relevant department using the email addresses in the Contacts section or speak to one of our sales reps using the live chat below. You can find us using this Location Map.
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What we’re trying to do
At Elara online, we’re making every effort to be Ireland’s best PC and component e-tailer. This means offering the largest and newest assortment of products, from the world's leading manufacturers, at a competitive price, within a reasonable time, and directly to your door.
The way it works Elara is an online company. We utilise automated, online systems to allow our customers to place and view their orders over the web. This allows us to save on costs and in turn we can pass those savings on to our customers.
One way we keep costs down is by not ordering in bulk. All our procurement is done on a case by case basis, as the customer requires it. This means we keep no stock locally. Delivery time is an additional 1-2 days, giving a total lead time of 2-4 days to receive an order from payment(1-2 for collection).
Customers should note that all payments are taken before products are ordered, if there is a delay receiving a check, bank draft or a credit/debit card is unauthorised the order will not be processed until payment is made.
Once the goods have reached our premises they will be packaged and dispatched for delivery to our customer. Our warehouse will send a dispatch email when the order leaves us. This email contains tracking number(s) and contact details for the carrier. Delivery usually takes place the day after a customer receives the dispatch email, but sometimes the delivery can be delayed till the second day, this is especially true for very rural areas of the country. As the customer has selected to conduct business with a distance selling company, we expect them to be available on those days to receive and sign for the delivery. If the courier has made one attempt to deliver and if the customer is not available, the courier will leave a calling card and the customer will have 7 days to contact the courier company and request a second delivery. After seven days without contact from the customer, DPD will return the order to Elara Online for collection. If we are requested by the customer to re-dispatch the order there will be a second delivery charged. Please note that orders delivered to companies may not be delivered to the customer in person, but will likely be signed for at a post room, goods in or at the reception area, please notify the relevant personnel in your company if this is the case.
Our warehouse will also send an email to customers to inform them that their order is ready for collection. As we have limited space to store collections we require that customers collect their order within five business days of notification. Orders not collected within this time will incur a daily storage charge of €1. Customers are requested not to attempt collection until the collection email is received or the online status for the order shows ‘Awaiting Collection’ as their order will not be available.
Pre/Post Sales Advice and Phone Orders
Because Elara Online is an ‘e-tailer’ we ask that our customers submit orders through our website. We have a small but dedicated sales team available to handle calls, but prices will be higher than those on the website, because our costs are higher (higher prices do not apply trade accounts).
Bear in mind that our sales personnel are not suitably qualified to give technical advice and solve compatibility issues. They will do their best to help, but in most cases they are just referencing information that is readily available on our website. Should a customer have questions regarding products, and they cannot find the answer on our website, then we would advise that they visit the manufacturer’s website which is listed above the shipping link when they are viewing a products full details. Should a customer be unable to find the relevant information they can email the sales team using the "Email a query" link on the right hand side of the page when they are viewing a products full details, we will then attempt to give an acceptable answer by reply of email.
Alternatively you can post a question on our forum, one of our moderators will try to answer your queries.
Email contacts for the sales team can be found in the Contact us section.
Please be advised that Elara online does not provide technical support for products other than Elara branded computers. All technical support queries should be directed to the relevant manufacturer.
Customer Service Phone Line
Elara Online does not operate a Customer service phone line unless there is a major disruption to our regular operations. All customer service queries should be submitted via email. This is for a number of reasons, but mainly it’s a legal issue. We need to have a written copy of what may and may not have been said to a customer. There is an option on our answering service to select Customer Services, however in most cases this will go to voicemail and the time it takes to reply to the customer will be far greater than a response by email. We understand in some cases this might be frustrating for a customer but all answers to questions should be available on our website. At the end of the day it comes down to saving on costs, and in our experience there is no issue that can be solved on the phone that cannot be solved by email.
Email contacts for the CS team can be found in the Contact us section.
Returns by Phone
There is absolutely no communication by phone regarding returns issues. All returns requests should be submitted using our online returns tool. All queries regarding returns must be submitted through email. Email contacts for the Returns Team can be found in the Contact us section.