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FAQs

orders

For UK parcels only, you can track your parcel through the Royal Mail Tracking System using the reference/tracking number found in your dispatch email.

If you have not received your dispatch email and are having difficulty tracking your order, please email hello@eloisehomeware.co.uk and we will do our best to help.

Unfortunately, once an order has been processed we are unable to make amendments. This includes: grouping orders together, adding discount codes and removing/adding items to your order.

If you wish to cancel your current order so that you can place a new one please email hello@eloisehomeware.co.uk

In the event your order hasn’t arrived, your tracking is not updating and it has been over the 10 working day turnaround period please email hello@eloisehomeware.co.uk

If your order has arrived damaged, has items missing or is incorrect, please email hello@eloisehomeware.co.uk stating your order number and if possible, photo of your invoice and attach photos of the damage/order received.

payment

We accept the following:

Paypal, Visa, Mastercard, Maestro, AMEX

Please note we use a third-party to handle transactions.

We may occasionally offer discount codes via social media but if you would like to keep up to date on all offers, and get exclusive member only discounts, please sign up to our mailing list.

At the checkout, you have the chance to add your voucher or promotional codes. Just add your code and click apply.
Your discount will be viewable in your basket once applied.

delivery & returns

We currently aim to dispatch your order within 3-5 working days. As all our products are lovingly hand-poured in small batches, delays can sometimes occur during busy periods.

Delivery time and price depends on your chosen delivery option which is calculated at checkout.

Please do not hesitate to email us at hello@eloisehomeware.co.uk if you have any further questions.

At the moment we only offer UK delivery. We are looking to expand worldwide in the near future.

Please sign up to our mailing list to stay up to date!

If you are concerned about the whereabouts of your parcel, please contact us at hello@eloisehomeware.co.uk within 28 days of receiving your dispatch email.

Beyond this point, couriers will be unable to refund or search for your parcel, so we will be unable to assist you further.

To make a return and get a refund, please contact our Customer Service Team at hello@eloisehomeware.co.uk with your order number and a description of the issue; including photographs if you are able. Any item must be returned within 14 days of delivery.

Please note all orders must be returned unused and in a resalable condition. If these conditions are not met a refund will not be issued.

Contact

For general enquiries, please use the contact information provided below. We aim to respond within 2 working days.

Email: hello@eloisehomeware.co.uk

We ask that you avoid contacting us through Instagram or Facebook Direct Messaging as our response time will be longer and your message could be missed.

Mon – Fri : 9:00am – 5:00pm
Sat / Sun : Closed

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