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.
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. 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.