Frequently Asked Questions
Q. Can I cancel my order?
An order can be cancelled within 30 minutes of placing it.
If you still have time to cancel your order, sign into your account and look at your last order and click the button next to it which says ‘Cancel Order’. The status will change to 'Cancelled' and you will receive a confirmation via email.
When you place an order with Elan Linen, the funds get reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 10 days for your bank or card issuer to make your funds available to you again.
If the 'Cancel Order' button is not available, you can contact our Customer Care team to cancel your order. You can also return your order to us once you've received it. For more information on how to return your order click here.
Q. Can I amend my order?
We are unable to amend any part of your order or change the payment method once your order is complete. However, in some cases delivery address can be changed if the order has not yet been despatched, please contact us for a change of delivery address request.
Q. What does it mean if my order status is showing as ‘order processing’?
If the status of your order is showing as 'order processing', it means that we're busy getting your order ready to be sent out.
You'll receive another email when we send your order to you, which will include tracking details if your order has been sent with track able delivery services.
If your order does not arrive by the delivery date in your confirmation email, contact us for help.
Q. I have changed my mind about the order. Can I still return it?
We aim to make you feel absolutely confident while shopping at Elanlinen hence; we give you the option to return any unopened, unused item with its original packaging for any reason within 15 days of receiving the item.
Q. What should I do if I want to return or exchange an item?
Prior to returning your product, please either send an email to firstname.lastname@example.org or call our customer service centre. In both cases, our staff will provide you with all important guidelines to proceed with the return (e.g. shipping process). Please do not return any goods without bringing it into our knowledge; otherwise we will not be liable for any refunds or loss. Please provide us with the relevant order number and whether you want a refund or exchange. We are unable to offer a refund or exchange without these details, so make sure the returns form is filled out and placed in your returns parcel. If you require an exchange, make sure you include all the details on the returns form of the item you would like in exchange including product code, colour and size.
Q. I have received damaged/faulty items. What to do?
You have 7 days to notify us in case your item arrives damaged or faulty. Please send an email to email@example.com. Our staff will guide you on how to return the damaged products.
You may be required to send us the images of the damage for further assessment. Our customer service centre will contact you to proceed with the return process after proper assessment of the matter. We will try to arrange a replacement part or the whole item for you. If a replacement is not available, we will issue a credit note for future purchase or a refund, whichever suits you.
Q. Have you received my returned items?
Once we will receive the items, our warehouse staff will inspect the goods to make sure they are unused and in their original packing, and if so, we will fully refund you the amount you paid for the product(s) less the shipping costs. We may charge 25% of the total money in case the product has been used or opened.
We may refuse to accept the returns if the product is washed or in a very poor condition.
In the unlikely event that you have not received an email confirmation within 10 working days of returning your items, contact our Customer Care Team and we will get back to you within 8 hours.
Please make sure to mention your original order number, the items you have returned and any delivery reference numbers when you contact us.
Q. What is your International Returns Policy?
You can return any item for a refund, within 28 days of receiving your original order.
If you want it replaced for different items, please contact our helpful Customer Service Team.
We will refund the price you purchased your item at. This includes sale items. However, during some exclusive offers returns or exchanges may not be allowed. We will clearly mention in the Terms and Conditions of any such promotions.
All goods will be inspected on return.
The goods are your responsibility until they reach our warehouse, so make sure they are properly packed and don’t get damaged on the way!
All returned items should be new/unused and wrapped up in original packing. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
We are not responsible for any items that are returned to us by mistake.
Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.
Just completed your order but changed your mind? Email us firstname.lastname@example.org for more information.
Q. How can I pay for my order?
You can use any of the following methods listed below
- American Express
- PIN debit cards with the Visa or MasterCard logo
- Debit cards with the Visa or MasterCard logo
Q. Is it safe to give out card details online?
We take privacy of the customers very seriously. This is why we have embedded several security measures in our payment system. Therefore, all credit and debit card payments are subject to validation and authorisation by both us and card issuer.
Q. When will I get charged for my purchase?
Once your card is authorised, payment will be taken immediately and you will receive a confirmation email from us regarding the completion of your order.
If your card has not been authorised, no funds will be taken and you will be notified via an email regarding the failed payment. Please contact us for more details about failed payments.
Please note that even if a payment has been unsuccessful, your card issuer may reserve the money for a short period of time. If you have any further questions, please contact our customer support team on email@example.com and we will be happy to answer any queries you might have.
Q. What should I do if my payment has been declined?
Please take the following steps:
- Recheck if you have entered the card details correctly, e.g. card number, security code and expiry
- Make sure the billing information has been entered correctly, e.g. billing address and personal information.
- Contact your bank or card issuer to see if the payment is being rejected because of an issue at their end.
- If you have tried the above, try using another card
- Once you have tried all the above mentioned steps and your payment is still not authorised, please contact our customer services team with as much information as possible including any error messages and we will attempt to resolve the issue.
Q. Do I have to pay custom duties or any other import charges?
If you are not an Australian customer, any customs or import duties will be levied once your parcel reaches your home country. These charges must be paid by the customer (this also applies on retail and wholesale customers).
Since the customs policies and import duties vary widely from country to country, we can not specify what these charges could be and neither do we have any control over its imposition.
We recommend you to check with your local customs office for current charges before placing your order with ElanLinen.
Q. How can I use a promotional code?
Thank you for your interest in shopping with Elan Linen. Once you have added your desired item/s in the shopping cart, please hover on the My Bag icon on the top right of the home page to access the shopping cart page where you can apply the coupon code. Shopping cart can also be accessed by clicking here.
The code must be applied at the checkout stage as it cannot be used later.
Please note, only ONE discount/promo code can be used per order.
Q. How can I get the 5% discount by signing up for the Elan Linen Newsletter?
After successfully signing up for the Elan Linen Newsletter, you can enter the coupon code on the cart page. Please note, ,minimum spend of $99 is required to avail the discount.
Q. Are there any conditions attached with the Elan Newsletter Sign Up Discount?
The discount is applicable on shopping worth $99 excluding Furniture, Rockers & Strollers and Rugs.