Call: 020 8850 9911

FAQs

 

Why can’t I find what I am looking for?

There could be a number of reasons as to why you may not be able to find what you are searching for:

If you have tried searching the product name in the search bar and it hasn’t been found try checking the spelling is correct or alternatively if you know the brand name you can always search for an item under our brand directory. If you still have not found what you are looking for it may be that the particular product is out of stock.

We only list products that we have in stock on the website and this is to ensure that we are able to fulfill customer expectations and avoid disappointment.  We operate a real time stock level and occasionally we can run out of stock while an order is still in progress, especially on popular products. We do however ensure that products re-stocked and online in the quickest time possible, however you can always contact us either by email support@elysian.co.uk or by phone +44 (20) 8850 9911 where a member of our team will be more than happy to assist with your query.

 

What happens if I have ordered an item that is now out of stock?

During the ordering process, if stock is shown as available at the time, you will be sent a confirmation of your order. This however does not confirm that the order has been accepted until our warehouse has confirmed it. If in the unlikely event the product you have ordered is out of stock we will send you an email notifying you of this and the order will be cancelled and we will notify you when it is back in stock. Don’t worry, we do not take payment until the order has been accepted and dispatched.

 

Why does my voucher code not work?

Whilst this can be frustrating it may be a very simple reason as to why it’s not working. Please make sure that the code is typed in correctly and if that doesn’t work it may be that the code has expired. Most codes are for a limited time only and once expired they cannot be redeemed. In instances where you have received a personal code that is specific to you it is likely that you have not signed in to your account to activate it. Please do ensure that all these things have been checked and if you are still having issues, then please do call us immediately on +44 (20) 8850 9911 so that a member of our team can help you further.

 

Can I use more than one voucher on an order?

No as that wouldn’t be fair. Our general terms and conditions for the usage of voucher codes states that only one voucher can be used on any single transaction and cannot be used in conjunction with any other offer. Voucher codes can only be used once and will expire once activated.

 

What about P&P?

48hr Tracked Delivery - £1.95

Next Working Day Delivery- £4.95

We operate Free 48hr Tracked Delivery on all orders over £15 and also offer Free Next Working Day Delivery on orders that are over £40.  We also give the option for Next Day delivery at checkout on all orders for an additonal fee.

 

Can I cancel or amend my order?

Yes of course, however we do try to process your order within 30 minutes of you placing it, so you will need to be quick should you wish to cancel or amned your order. If you are too late to cancel the order, and your order has already been processed you can of course return it to us for a refund. Please see our returns policy for further information. Should you wish to amend an order, again please do so within 30 minutes of placing it and by calling us on +44 (20) 8850 9911 during our office hours or alternatively if it is out of office hours please contact support@elysian.co.uk and use the text URGENT in the subject line along with your order number to help us identify your order, without this information we may not be able to make the changes requested.

 

What payment methods do you accept?

Shopping with Elyisan couldn’t be easier. We accept payment by all major credit and debit cards: Visa, Mastercard, Switch, American Express, Maestro, Solo and Delta. We also offer the option to pay by PayPal and have recently introuduced our Pay after Delivery option, making it more convenient for you.

 

Do you store my card details?

We do not store your card details directly on our server, in fact your card details never actually touch our server for security reasons. We do however store an encrypted token for your card details to allow us to take extra payments (only with your permission of course) and to make the checkout process easier for our regular customers. All details are automatically stored when you place an order if you do not want these details to be stored you can delete them from the " my account" area on site under the Credit Cards link.

 

Why has my credit card payment transaction failed?

There are a number of reasons as to why a credit card payment may have not been successful:

1) We operate a high level of security in order to stop the fraudulent use of credit cards, therefore if a card is suspected of fraudulent activity then the payment will not be processed.

2) The name and billing address entered on the order must match the ones registered with the credit/debit card used to make payment for the order, if it differs then payment will not be processed.

3) The issuing bank of the credit/debit card may have declined the transaction and you would need to contact the relevent card issuer.

If you are still having problems then please contact support@elysian.co.uk or speak to a representative of our customer care team on +44 (20) 8850 9911 during our office hours.

 

How can I track my order?

When you use one of our tracked delivery services, we’ll automatically send you an email with your unique tracking number to let you know that your order has been dispatched. You can track your order anytime using the online link and by logging into your account as long as you enter the correct tracking number.

 

Why have I not received a tracking code?

If you have received a dispatch notice without a tracking code present, it is likely that the delivery method chosen was standard delivery. Tracking numbers are only available with tracked delivery services like our Next Working Day service and not with standard delivery.

 

How long will it take to recieve my order?

We usually advise that all orders placed will be recieved within 48 hours from dispatch. However, we cannot guarantee the speed of the service therefore we advise to contact us if you have not recieved your order within the delivery timeframe.

Orders placed with our Next Working Day Delivery service shall, if placed before 3:30pm Monday to Thursday will be delivered the following working day. Orders receive before 3:30pm on a Friday will be dispatched the same day, however will not be delivered until the following Monday. Please note that a signature may be required on receipt.

 

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