FAQ

Frequently Asked Questions (FAQ) – Elara Haus

Welcome to the Elara Haus FAQ page.
We’ve compiled answers to our most common customer questions to help make your shopping experience smooth and enjoyable. If you need further assistance, please don’t hesitate to contact us.

1. How long will it take to receive my order?

Our estimated delivery times are:

  • Handling time: 1–2 business days

  • Transit time: 6–8 business days

  • Estimated total delivery time: 7–10 business days

For more details, please refer to our Shipping Policy.

2. Do you offer free shipping?

Yes — we provide free shipping on all orders within Australia.
See our Shipping Policy for more information.

3. Where is Elara Haus located?

Elara Haus is an Australian-based lighting, lamp, and home décor brand. We offer a curated selection of high-quality lighting products, with shipping available exclusively within Australia.

4. What if I receive a defective product?

If you receive a defective, incorrect, or damaged item, we’ll replace it at no cost. Please contact us and return the item within 30 days. For full details, see our Return Policy.

5. Can I cancel my order after it’s placed?

Yes — we offer a 24-hour cancellation window. To cancel within this timeframe, please contact our customer service team.

6. What is your return policy?

We offer a simple, hassle-free return process. For complete details, please see our Return Policy.

7. When will I receive my refund after returning a product?

Once we receive and inspect your returned item, we will process your refund. Refunds typically appear on your original payment method within 7 business days, depending on your bank or payment provider. See our Refund Policy for details.

8. Do you offer warranties or guarantees on your products?

Yes — all purchases are covered by a 30-day warranty. See our Return Policy for more information.

9. How can I contact customer support?

You can reach our customer support team via our Contact Us page or by emailing info@elarahaus.com.

10. Do you ship internationally?

No — we currently ship only within Australia.

11. Do you have a physical store I can visit?

No — we are an online-only store. This allows us to offer competitive prices and a wide range of products.

12. Can I place a bulk order for my business or organization?

Yes — we accept bulk orders. Please contact our customer support team for pricing and arrangements.

13. What is the process for exchanging a product?

For exchange instructions, please refer to our Return Policy.

14. How can I track my order?

You can track your order at any time via the Track Order page on our website.

Contact Information:

Company name: CSSG GLOBAL LIMITED

Store Name: Elara Haus

Address: SUITE C, LEVEL 7, WORLD TRUST TOWER, 50 STANLEY STREET, CENTRAL HONG KONG

 

Email: Info@elarahaus.com

Phone: +61480810571

Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (AEST)

Our goal is to reply to your email within 1–2 business days.