FAQ
Frequently Asked Questions (FAQ)
Elanaroma
Last updated: 11 October 2025
Welcome to our FAQ page.
Below you’ll find answers to the most common questions about shopping with Elanaroma — from delivery and payments to product authenticity.
If you need further help, contact us anytime at info@elanaroma.com.
1. About Elanaroma
Q: Who are you?
A: Elanaroma is a UK-based online fragrance retailer offering 100% genuine designer perfumes for men, women, and unisex fragrance lovers. All products are sourced from trusted UK and EU distributors.
Q: Are your products authentic?
A: Yes. Every fragrance we sell is 100% original and inspected before dispatch. We do not sell imitations, inspired-by scents, or counterfeit products.
Q: Do you have a physical store?
A: No. We operate exclusively online.
2. Orders & Payments
Q: How do I place an order?
A: Add your chosen products to the cart and proceed to checkout. Orders can be placed directly on www.elanaroma.com.
Q: What payment methods do you accept?
A: We accept secure online payments only, including major debit/credit cards and other payment options displayed at checkout.
❌ Cash on Delivery (COD) is not available.
Q: Is my payment secure?
A: Yes. Our checkout is SSL-encrypted, and all payments are processed through trusted, PCI-compliant gateways. We never store your full payment details.
Q: Can I change or cancel my order?
A: If your order hasn’t been shipped, contact us immediately at info@elanaroma.com. Once dispatched, cancellations are no longer possible, but you may request a return after delivery (if eligible).
3. Shipping & Delivery
Q: How long does delivery take?
A:
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UK: 2–5 business days
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Europe: 5–10 business days
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Rest of the World: 10–21 business days
Orders are processed within 1–3 business days.
Q: How much is shipping?
A: Shipping costs are calculated at checkout based on destination, weight, and delivery method.
Q: Can I track my order?
A: Yes. Once your order ships, you’ll receive a tracking link by email. Please allow up to 24 hours for tracking updates to appear.
Q: Do you ship internationally?
A: Yes, we ship internationally. Customs duties or import taxes may apply and are the customer’s responsibility.
4. Returns & Refunds
Q: What is your return policy?
A: You may return unused, unopened items within 30 days of delivery, provided they are in original packaging with all seals intact.
Q: Who pays for return shipping?
A:
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If the item is faulty, damaged, or incorrect — we cover return shipping
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For change-of-mind returns — the customer covers return shipping
Q: How long does a refund take?
A: Refunds are processed within 10 business days after we receive and inspect the return. Your bank may take an additional 3–5 days to reflect the amount.
Q: How do I start a return?
A: Email info@elanaroma.com with your order number and reason for return. We’ll respond with instructions within 24 business hours.
5. Product Information
Q: Why does packaging sometimes look different from store displays?
A: Brands occasionally update packaging. All products are authentic, but packaging may vary slightly by batch or season.
Q: Do you sell tester bottles?
A: No. We only sell sealed retail bottles — never testers or opened items.
Q: How should I store my perfume?
A: Store fragrances away from direct sunlight, heat, and humidity to preserve scent quality and longevity.
6. Promotions & Discounts
Q: Do you offer discount codes?
A: Yes. We run seasonal offers and promotions. Subscribe to our newsletter or follow us on social media to stay updated.
Q: Can I use more than one discount code?
A: No. Only one discount code can be applied per order unless stated otherwise.
Q: Do you offer loyalty or student discounts?
A: Not currently, but we are working on a loyalty programme for future customers.
7. Customer Service
Q: How can I contact customer support?
A:
📧 Email: info@elanaroma.com
🕒 Hours:
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Monday – Friday: 9:00 AM – 6:00 PM
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Saturday: 10:00 AM – 4:00 PM
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Sunday & Public Holidays: Closed
We aim to respond within 24 business hours.
Q: What if my order arrives damaged or incorrect?
A: Contact us within 7 days of delivery with photos of the issue. We’ll arrange a replacement or refund promptly.
8. Privacy & Security
Q: How do you protect my personal data?
A: We use SSL encryption and follow UK GDPR requirements. Full details are available in our Privacy Policy.
Q: Do you share my information?
A: Never for marketing purposes. Data is shared only with trusted partners (couriers, payment providers) to fulfil your order.
9. Miscellaneous
Q: Where are orders shipped from?
A: All orders are shipped from our UK fulfilment centre.
Q: Do you sell wholesale or to businesses?
A: Currently, we sell directly to consumers. Wholesale enquiries can be sent to info@elanaroma.com.
Q: What if my parcel is lost?
A: If a parcel is confirmed lost after courier investigation, we’ll offer a replacement or full refund.
10. Still Need Help?
If your question isn’t listed, please contact us — we’re always happy to help.