FAQs

1. Q: How can I order?
A: You can order easily using our online platform. Please click on the Basket icon(appearing on the product image). After you are done shopping, please click on the Checkout link from the top menu and then login (under step 1) and go through the order processing Steps from the Checkout page.
After the order is ready, you will receive an order summary to your email. Order summary will also be stored in your account.

2. Q: Why should I buy from The Elegant Store?
A: We are selling quality products with minimum or zero profit margin. We are delivering at your door steps and you can trace it each stage (e.g. order place to delivery). We also have a return policy and we strictly follow it.

3. Q: What information should I input when ordering?
A: The accurate information related to billing and Shipping.

4. Q: What payment methods can I use?
A: Since we are providing you home delivery. Therefore, we only take cash for now.

5. Q: How can I change the delivery address?
A: Sign in to your account and go to “profile” from My Account. On “my account” you can change all your contact information.

6. Q: What are the delivery charges?
A: Delivery charges are dependent on the shipment requirements. If the products on your order are due to special requirements (for example dry ice) extra fee will be added to the shipment charges. You can see the shipping fees on the checkout process before the payment is made.

7. Q: What are the terms and conditions?
A: You can see the terms and conditions here.

8. Q: How can I get an offer of bulk amounts?
A: When you are logged in and you add products to the shopping cart, you have the ability to send an offer request to us using the shopping cart. You just need to add the products and quantities you are interested in and click “offer request”. We will send you an offer. Please note that this feature should only be used for bulk quantity price requests.

9. Q: Can I pay with an invoice?
A: If you have already established a customer relationship with The Elegant Store, you will be granted the ability to pay using invoice. If you have ordered several times from The Elegant Store but you don’t see the invoice as a paying option on the checkout, please contact info@theelegant.store and we will check why the invoice is not activated on your account.

10. Q: Can I cancel my order?
A: If you want to cancel your order, please do so as soon as possible. If we have already processed your order, you need to contact us and return the product. Please contact info@theelegant.store

11. Q: Do I have to order online?
A: You can also send your order to info@theelegant.store. Online ordering is preferred in most cases because by ordering online, you will save time, you will have an easier payment process and all the information about the order will be accessible for you anytime. Also if you want to make the same order later, you can use the “reorder” feature.

12. Q: Do you have the product in stock?
A: All the products which are shown on our site are available. Order lead time depends on the products and quantities.

13. Q: How to contact customer service?
A: If you have questions regarding our online store (ordering, account questions, technical questions), please contact info@theelegant.store. On pricing and shipping related issues you can contact customer support at info@theelegant.store.

14. Q: Can I return a product?
A: If you want to return a product, please contact info@theelegant.store

Your account

15. Q: How do you create an account?
A: Go to this page my-account and click “create a new account”, then just fill in all the needed information and click “create”.  After submitting the form, your account will be confirmed and you will be notified.  

16. Q: How can I retrieve my password?
A: You can retrieve your password by clicking “Lost your password?”. Instructions on password retrieval will be sent to your email.

17. Q: How do I change my personal details or email address?
A: You can easily change all your information on your account.  Go to the login page (https://theelegant.store/my-account/) and log in, then click “my account” and “edit”. Here you can change all your contact information.

18. Q: Security
A: Our web store is secured with SSL certificates. This means the information you input is encrypted and it will not be available for third parties.

Delivery

19. Q: Can I track my order?
A: We will send you the tracking code of the shipment when the parcel has been sent.

20. Q: Shipping time?
A: Shipping time will be confirmed on the order confirmation document.

21. Q: Shipping cost?
A: Shipping costs are dependent on your location and products on your order. Some products need to be shipped in dry ice. These dry ice shipments have a slightly higher shipping fee. Our online store shows the shipping fee and shipping cost automatically on the checkout.

22. Q: Changing the shipping address?
A: You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.