Customer Support

Customer Service & Support

Elanaroma
Last updated: 11 October 2025

At Elanaroma, your satisfaction is our top priority.
Whether you need help with an order, delivery, or choosing the perfect fragrance, our dedicated support team is always here to assist you.

1. How to Contact Us

We’re happy to help with any questions related to orders, shipping, returns, or product information.

📧 Email: info@elanaroma.com

Customer Service Hours:

  • Monday – Friday: 9:00 AM – 6:00 PM

  • Saturday: 10:00 AM – 4:00 PM

  • Sunday & Public Holidays: Closed

If you contact us outside business hours, we’ll respond within 24 business hours.

2. Order Assistance

After placing an order, you will receive a confirmation email.
Once your order is dispatched, a shipping confirmation with tracking details will be sent (if applicable).

If you haven’t received any updates within 3 business days, please:

Customers with accounts can also log in to view:

  • Order status

  • Tracking information

  • Order history and invoices

3. Shipping & Delivery

We ship across the UK, EU, and selected international destinations.

Typical delivery timelines:

  • UK: 2–5 business days

  • Europe: 5–10 business days

  • Worldwide: 10–21 business days

Orders are usually processed within 1–3 business days.
For full details, please review our Shipping Policy.

4. Returns & Refunds

We want you to love your fragrance. If something isn’t right:

  • Eligible returns are accepted within 30 days of delivery

  • Items must be unused, unopened, and in original packaging

  • Email info@elanaroma.com with your order number and reason for return

Our team will guide you through the process quickly and clearly.
Please refer to our Return & Refund Policy for full terms.

5. Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

  1. Take clear photos of the packaging and product

  2. Email them to info@elanaroma.com within 7 calendar days of delivery

Once verified, we will arrange a replacement or full refund as quickly as possible.

6. Product Authenticity Guarantee

We only sell 100% genuine fragrances sourced from trusted suppliers.
Every item is inspected before dispatch to ensure quality and authenticity.

🚫 We do not sell counterfeit or imitation products — ever.

If you have any concerns about authenticity, contact us and we’ll verify your purchase immediately.

7. Secure Online Payments

Your payment security matters to us.

We use encrypted checkout technology and trusted payment providers, including:

  • Major debit & credit cards

  • PayPal and other secure online gateways

All transactions are processed through PCI-compliant systems, and we never store your full payment details.

8. Frequently Asked Questions

Q: How can I track my order?
A: You’ll receive a tracking email once your order ships. If you can’t find it, check your spam folder or contact us.

Q: Can I cancel or change my order?
A: Orders can be cancelled before dispatch. Once shipped, returns must follow our return process.

Q: Do you ship internationally?
A: Yes, we ship internationally. Delivery times may vary due to customs processing.

Q: Are your perfumes authentic?
A: Yes — all fragrances are 100% genuine.

9. Feedback & Suggestions

We value your feedback.
If you have suggestions, product requests, or comments about your experience, feel free to email us anytime. Your input helps us improve.

10. Our Promise

At Elanaroma, we believe buying fragrance should be simple, enjoyable, and risk-free.
We’re committed to honesty, transparency, and customer care — every step of the way.

Elanaroma
📧 info@elanaroma.com
🌐 https://www.elanaroma.com