FAQ
Frequently Asked Questions
Are all your products as described in the website?
How long will it take to get my order?
What if my order hasn't arrived after 14 working days?
How will I know when my order has been shipped?
I don't have a credit card. How else can I pay? Cash On Delivery?
How can I pay you through PayPal?
What happens if I'm not happy with the product I receive?
I placed multiple orders today, but I got the same discount for each order?
Why aren't I receiving answers to my emails?
Products
Q. Are all your products as described in the website?
A. Definitely, 100%. We never sell anything other than genuine brand items on our website.
Q. Do you provide samples?
A. Sometimes.. However, we do include free samples in orders if they are available. Please note free samples can only be sent included with an order. Please use the "Special Instructions" box when you checkout to request samples.
Privacy & Security
Q. Are my details secure?
A. Yes! All the information we ask for when you place your order is essential for us to process your order and keep you up to date on the latest offers available from ELITE DESIGN. We use the latest SSL encryption (128 bit) technology to ensure all your details are kept secure. We do not sell, rent or otherwise pass on any of your details to other parties. Ever.
Q. How long will it take to get my order?
A. All orders are sent from our distribution centre within 24 hours of the order being placed, however actual delivery times will depend on your local postal service. The delivery times listed below are our best estimates. Please note:
Over 25% of deliveries are late due either to customs hold COURIER or because nobody is home to sign for and receive the delivery.
We will refund the extra delivery charge for customs delays but not lack of signatory.
1-3 postal working days for LONDON.
3-5 postal working days for other destinations in the UK.
7-10 postal working days for more remote destinations in overseas.
Please note:
Signature is required for delivery, we suggest having parcels sent to your workplace if you are not able to sign for delivery at home.
Limited tracking available at least two days after shipment
All parcels are insured for loss or damage
Orders cannot be shipped to PO boxes or military addresses
PLEASE NOTE THAT EXPRESS SHIPPING IS AVAILABLE .PLEASE DO NOT HESITATE FOR THE PRICES......
Q. What if my order hasn't arrived after 14 working days?
A. All information supplied to us by the postal services is automatically updated in our online tracking service. If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number provided in your shipping status email. If you are unable to find your order,you can call us +44 203 302 4818 and we will gladly follow up on your behalf. Remember to include your order number on all correspondence to ensure prompt service.
Q. How will I know when my order has been shipped?
A. After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.
Please add our e-mail sales@elitedesign.co.uk to your address book, or ensure you have disabled any spam filters you may have so that our e-mails can be received
An e-mail will also be sent to you when your order has been shipped which will have the date and reference number for your package. Orders are shipped within 24 hours after the order has been placed.
Q. How can I track my order?
A. If your order was shipped by tnt then you can track your order through https://www.myhermes.co.uk or if your order was shipped by ROYAL MAIL then you can track through www.royalmail.com
Making Payment
Q. Do you take xxxxxxxx Card?
A. We accept all major international credit cards, including virtual cards via Paypal:
Visa
MasterCard
American Express
We also accept Paypal payments to via paypal.com
Please remember to never send your complete credit card details in a single e-mail as this is not secure. If you must send the details by e-mail, please split the number into two parts and send in separate e-mails to be safe.
Q. I don't have a credit card. How else can I pay? Cash On Delivery?
A. Money order and bank draft payment is available by special arrangement or you can pay by cheque
Q. How can I pay you through PayPal?
A. Upon reaching the payment section of the checkout process, select the 'PayPal' payment option and input your registered PayPal e-mail address in the space provided. Once your order has been confirmed and you have received your order number and final total, you will be taken to the PayPal site to complete payment.
We will also send you a follow up email with a link to complete your payment. For the fastest service, please use the link provided by ELITE DESIGN as it already contains your order details.
Returns
Q. What happens if I'm not happy with the product I receive?
A. Any problems with items you receive must be reported to us within 14 days of receipt. We guarantee money back refund without question if you are dissatisfied in any way. Items must be returned in the original condition in which they were received.
Our site is aimed at customers who have already purchased and experienced the product, . If you have ordered the wrong product, then you can still return for a full refund but please note that the items must be uncutted and unused.
If there is any defect in the product on receipt then it may be returned to us for a refund at that time.
Please contact our orders department at sales@elitedesign.co.uk returning anything so we can inform you where to send and how to arrange the refund.
Returned items will be refunded using the same method used to make payment for the order. Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and will be credited using the same method used to pay for the order, or through store credit in special circumstances.
Q. I placed multiple orders today, but I got the same discount for each order?
A. Orders are added to your loyalty record only once they are shipped.
If you place an order before your previous order has been shipped then they will reflect the same discount, but your cumulative total will still be increased once the order is shipped.
Contacting Us
Q. Why aren't I receiving answers to my emails?
A. Please note that we endeavour to answer all e-mails within one hour. If you have not received any reply with 24 hours, please check the points below before sending a follow-up message.
If you haven't received a reply with 24 hours, this could be because:
Your message may not have been received by ELITE DESIGN.
If you receive any messages to your mail-box with the subject "Returned mail" or "Non-delivered mail", your message is not received by the recipient. This might be caused by two factors<