Frequently Asked Questions (FAQ)
Elaru is an online store where you can find the latest fashion trends, smart devices, and home accessories.
Our goal is to provide customer satisfaction and ensure excellent service.
Is our offer reliable?
You may be wondering why our prices are so low.
Through a combination of smart purchasing and direct shipping from suppliers, we are able to keep costs down and offer our products at affordable prices.
What should I do if I have a complaint?
We recommend sending your complaint via email to: support@elaru.co
Ordering and Payment
How do I place an order?
Placing an order is very simple. Click the “Add to Cart” button below the product you want.
You will be automatically redirected to the cart. Click on “Checkout,” enter your address, and pay securely — with no additional fees — using one of the payment methods we offer.
Is it safe to order?
Of course! Every order is securely processed on our website.
How can I pay?
You can pay for your order in various ways. The following payment methods are currently supported:
- Credit cards payment
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Bank card payment
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PayPal
- Other local payment methods
Is payment on the website secure?
Absolutely! All payments are processed via a secure connection, regardless of the method used.
Can I change my order?
Once your order is placed, you have 24 hours to cancel it.
Please contact us via email at support@elaru.co — we’re happy to help.
Note: Once your order has been shipped, it can no longer be cancelled or modified.
Shipping
How much is shipping and how fast is it?
All orders are shipped free of charge, and the average delivery time is 7–14 business days.
Because we ship directly from our suppliers, delivery might take a bit longer than what you may be used to.
Why isn’t tracking information available yet?
Tracking details become available only once the package has been received by the shipping carrier.
There may be a short delay of a few days, but not longer.
Can my order be delivered to my work address?
Yes, that’s possible! Just enter your name and address at checkout.
You can use either your home or work address — just make sure your name is correct.
What happens if my package doesn’t arrive within the expected time?
99% of orders arrive within the estimated time frame.
However, delays can sometimes occur.
If your package hasn't arrived within 3 days after the expected delivery date, please email us at: support@elaru.co
Returns
I’m not satisfied with my order. How can I return it?
Of course, that’s possible. You can return your order within 14 days.
As the buyer, you are responsible for the return shipping costs.
We recommend using a tracked shipping method, as we cannot take responsibility for lost returns.
Why can’t I return underwear, masks, hygiene items, or cosmetics?
Underwear, masks, and cosmetics are considered hygiene products.
Hygiene and public safety are very important to us, and for safety reasons, we cannot accept returns on these items.
This is also standard policy among other suppliers.
I received a defective or incorrect product — what should I do?
First, we sincerely apologize for the inconvenience.
Please contact us via email at support@elaru.co, and we’ll help resolve the issue.
Where should I send my return?
All returns must be sent to our Asian warehouse, at the buyer’s expense.
This approach helps us reduce CO₂ emissions and avoid unnecessary orders and returns.
Didn’t find what you were looking for?
Please contact our customer service team.
You’ll receive personalized assistance from one of our representatives.
We recommend checking our Frequently Asked Questions (FAQ) section first — you might already find your answer there.
Contact:
Email: support@elaru.co