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FAQs

Q: What do I do if an item I order is not suitable or not what I expected?

A: Simply return the item to us within 10 days and we will give you a refund of the goods value or exchange it for you. Items should be in their original packaging condition. Please include the Returns Form sent with your order and state why you are returning the item and whether you would like a refund or an exchange.If you are requesting an exchange, state the product code of the item you wish to receive. We recommend that you obtain proof of despatch when returning items in case they get lost.

 

If you cannot find your Returns Form then please enclose a letter quoting your Customer Reference Number to ensure that we are able to carry out your instructions or contact you in the event of any query.

Q: How will I know if the item is out of stock?

A: A message will appear on the product details page explaining that the item is out of stock. Where possible we'll also give an approximate date when we expect to receive more stock of that item.

Q: How can you get my order to me?

A: Please refer to our Delivery policy.

Q: Will I have to sign for my parcel?

A: The delivery is done by Royal Mail/Parcelforce/DPD/Yodel/MyHermes. If you have requested the recorded delivery option, then you have to sign your parcel. The Royal mail / Parcelforce will not leave a parcel without a signature. This is for your and our security. Please make sure that you give a DAYTIME delivery address as Royal mail / Parcelforce generally deliver anytime between 8am and 5pm Monday to Friday.

Q: What happens if I am not in when Royal Mail / Parcelforce arrives?

A: The Royal mail / Parcelforce will leave a card indicating the day and time they attempted delivery. The card will advise what has happened to the Parcel and give contact details, along with a reference number (if available), so that you may make alternative delivery arrangements or you can collect your parcels from Royal mail / Parcelforce Delivery office. The Parcelforce only makes two delivery attempts; after the second attempt the parcel will be returned to us and the royal mail will keep the parcel in their delivery office for 18 calendar days before returning to us.

Q: What are your delivery charges for the Channel Islands?

A: The delivery service is subject to weight of parcel and location of the delivery address. Therefore please contact us for quote, before placing an order.

Unfortunately we are unable to offer Next Working Day delivery service to the Channel Islands.

Q: What are your delivery charges for B.F.P.O. customers?

A: The delivery service is subject to weight of parcel and location of the delivery address. Therefore please contact us for quote, before placing an order.

Unfortunately we are unable to offer Next Working Day delivery service to B.F.P.O. addresses.

Q: What are your delivery charges for UK Non-Mainland postcodes?

A: Fortunately, we are able to offer a delivery service to UK Non-Mainland postcodes.

UK Non-Mainland areas include Northern Ireland, Scottish Islands, the Isles of Scilly and the Isle of Man. Delivery may take up to 5-7 working days.

Q: How much delivery charge do I pay if I live overseas?

A: The delivery charge for orders going outside the United Kingdom depends on the weight of your order. Please note we are unable to deliver to PO Boxes. Our 24 hr delivery service is not available for delivery to overseas/international destinations.

Q: When placing my order over the internet, how will I know if it has gone through correctly?

A: You should receive an email confirmation with your unique order reference number within 24 hours of your order. If, for any reason you don't receive an email confirmation from us and need re-assurance, you may want to contact our Customer Services Department by email: info@eleganteventessentials.co.uk and we will be able to confirm the status of your order, and advise you accordingly.

Q: What should I do if I experience problems on the website?

A: If you encounter any problems via our website which you feel we need to be made aware of, you should contact our Customer Services Department immediately by email: info@eleganteventessentials.co.uk, stating what the actual problem is, and where on the website this occurs. We will investigate the problem as soon as possible and advise you accordingly.

Q: Will I be able to amend/cancel my web order once it has been submitted?

A: You will need to immediately contact our Customer Services Department either by telephone: 07809 609 780, or alternatively by email: info@eleganteventessentials.co.uk, they should be able to action your request, unless the order has already been despatched.

 

Cancel an order:

 

If the order has been dispatched then we will not be able to cancel or process the refund your order. Therefore, once you will receive the order then you have to return the order to our return address. Then we will issue a partial refund excluding the delivery charge.

Q: Will I be able to return my order?

A: Please refer to our Returns policy.

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ELEGANT EVENT ESSENTIALS LIMITED
Company Registration Number 11241453
Registered in England & Wales VAT Number GB 294 6718 56