FAQs

At Elorey, we understand that customers may have questions before placing an order or after their purchase. We have provided answers to common questions about our products, ordering, payments, shipping, returns, refunds, and exchanges to make the shopping experience clear and easy to understand.

General Information

1. What does Elorey sell?

Elorey is an online home and decor store based in Santa Fe, New Mexico.

Our collection includes home and decorative products such as:

  • Wall mirrors
  • Wall clocks
  • Picture frames
  • Candle holders
  • Other home decor accessories

Product availability may change as our collection is updated.

2. How can I contact Elorey?

You can contact our customer support team using:

Email: support@elorey.com
Phone: +1 (505) 523-2842
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time
Address: 2725 Agua Fria St APT D-109, Santa Fe, NM 87507, United States

Orders, Processing & Delivery

3. How long does order processing take?

Orders are typically processed within 1–2 business days after successful payment confirmation.

Orders placed on weekends or public holidays are generally processed on the next business day.

4. How long does delivery take?

Our estimated standard delivery time is typically 5–7 business days after dispatch.

Delivery times are estimates and may vary depending on the delivery address, carrier operations, weather, public holidays, or other circumstances outside our control.

5. Where does Elorey ship?

We currently ship to addresses within the United States.

Shipping availability for certain remote locations, P.O. boxes, military addresses, or U.S. territories may vary and will be shown at checkout where applicable.

6. How much does shipping cost?

We currently offer free standard shipping within the United States.

Any applicable shipping charges or available shipping options will be clearly displayed at checkout before you complete your purchase.

7. Will I receive tracking information?

Yes. Once your order has been dispatched, tracking information will normally be sent to the email address provided during checkout.

Please allow some time for the carrier’s tracking system to update after the tracking number is issued.

8. What happens if my order is delayed?

Delivery delays may occasionally occur because of:

  • Courier delays
  • Severe weather
  • Public holidays
  • High-volume shopping periods
  • Incorrect or incomplete shipping information
  • Other circumstances outside our control

If your order is significantly delayed, please contact our support team and we will do our best to assist.

Shipping Address

9. What if I entered the wrong shipping address?

Please contact us at support@elorey.com as soon as possible if you notice an error in your shipping information.

We will try to help update the address if the order has not yet been processed or shipped. However, we cannot guarantee that an address change will be possible after an order has been processed or dispatched.

Customers are responsible for providing accurate and complete delivery information during checkout.

10. Can I change my shipping address after placing an order?

Address changes may be possible if your order has not yet been processed or dispatched.

Please contact us as soon as possible with your order number and the correct shipping information.

Returns, Refunds & Exchanges

11. What is Elorey’s return policy?

Eligible return requests must generally be submitted within 30 days of delivery.

Returned products should be:

  • Unused
  • In their original condition
  • Accompanied by proof of purchase
  • Returned with original packaging, tags, accessories, or other included items where applicable

Some products may have specific return conditions. Please review our Return & Refund Policy for complete information.

12. Do you accept exchanges?

Yes, Elorey accepts exchanges for eligible products.

If you would like to exchange an item, please contact our customer support team before sending the product back.

The item must meet the applicable return and exchange conditions. Once the exchange request is approved, we will provide instructions for returning the original item and arranging the replacement.

Exchange availability may depend on product availability.

13. How do I request a return or exchange?

Contact us before sending any product back and provide:

  • Order number
  • Customer name
  • Product you would like to return or exchange
  • Reason for the request
  • Photos if the product is damaged, defective, or incorrect

Our team will review the request and confirm whether it is eligible.

14. How does the return shipping label work?

For an approved eligible return or exchange, we will send the return shipping label to the email address associated with your order.

You will be able to:

  1. Receive the return label by email after approval.
  2. Download the label.
  3. Print the label.
  4. Securely attach it to your return package.
  5. Drop the package off according to the instructions provided with the label.

Please do not send a return before your request has been approved and return instructions have been provided.

15. Who pays for return and exchange shipping?

Returns and exchanges are free for eligible approved requests.

Elorey does not charge customers for the return shipping of an approved eligible return or exchange.

16. Do you charge a restocking fee?

No. Elorey does not charge a restocking fee for approved returns or exchanges.

17. How long does a refund take?

Once the returned item has been received and inspected, an approved refund is typically processed within 10 business days.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Refunds are normally issued to the original payment method.

18. What if I receive a damaged, defective, or incorrect item?

Please contact us as soon as possible at support@elorey.com.

Please provide:

  • Order number
  • Customer name
  • Description of the issue
  • Clear photos of the product
  • Photos of the packaging and shipping label where relevant

We will review the information and work with you on an appropriate resolution, which may include a replacement, exchange, refund, or other applicable remedy.

Payment & Checkout

19. What payment methods do you accept?

Available payment methods are displayed during checkout.

Depending on availability, device, location, order, and payment provider, payment options may include:

  • Visa
  • Mastercard
  • UnionPay
  • American Express
  • Discover
  • Apple Pay
  • Google Pay
  • Link by Stripe
  • Amazon Pay
  • Cash App Pay
  • Klarna

20. When will I be charged?

Payment is due when you place your order.

Depending on the payment method and payment provider, your payment may be charged immediately or may first be authorized and captured shortly after your order is confirmed.

The total order amount, including applicable taxes, shipping charges, and discounts, will be shown before you complete your purchase.

21. What should I do if my payment fails?

If your payment does not go through, you can try:

  • Checking your payment details
  • Confirming that sufficient funds are available
  • Trying another available payment method
  • Contacting your bank or card issuer

If the problem continues, please contact our customer support team.

22. Do you store full payment card details?

No.

Payments are processed through trusted payment providers. Elorey does not store full payment card numbers on our website.

Order Confirmation & Communication

23. Will I receive an order confirmation?

Yes. After your order has been successfully placed, an order confirmation will normally be sent to the email address provided during checkout.

If you do not see the email, please check your spam or junk folder.

24. What if I do not receive my order confirmation email?

First, check your spam, junk, or promotions folder.

If you still cannot find your confirmation email, contact us at support@elorey.com with the name and email address used when placing the order.

25. Can I cancel my order?

If you need to cancel an order, contact us as soon as possible.

If the order has not yet been processed or shipped, we will do our best to accommodate the cancellation.

Once an order has already been shipped, the applicable return process may apply.

Product Information

26. How can I choose the right product?

We recommend reviewing the product page carefully before purchasing.

Product pages may include:

  • Product description
  • Product images
  • Dimensions and specifications where applicable
  • Available options
  • Price
  • Product availability
  • Care information where applicable

If you have a question about a product that is not answered on the product page, please contact our support team before placing your order.

27. Can product colors look slightly different?

Yes. Product colors may appear slightly different depending on your device, screen settings, lighting conditions, and photography.

We aim to provide product images and descriptions that accurately represent the products offered.

Order Tracking

28. How can I track my order?

After your order has been dispatched, tracking information will be sent to your email when available.

You can use the tracking information provided in your shipping confirmation to follow your delivery.

29. My tracking says delivered, but I cannot find my package. What should I do?

First, check around your delivery location and with household members or neighbors where appropriate.

If you still cannot locate the package, please contact us with your order number and tracking information so we can assist you in reviewing the delivery status.

Website & Customer Support

30. Do I need to create an account to place an order?

Account requirements depend on the checkout options available on our website. If guest checkout is available, customers can place an order without creating an account.

31. How can I get help with my order?

For questions regarding products, orders, payments, shipping, returns, refunds, or exchanges, please contact our customer support team.

Email: support@elorey.com
Phone: +1 (505) 523-2842
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time

We aim to respond to customer inquiries as promptly as reasonably possible during business hours.

Contact Elorey

Business Name: Elorey
Business Hours: Monday–Friday | 9:00 AM–5:00 PM Mountain Time
Phone: +1 (505) 523-2842
Email: support@elorey.com
Address: 2725 Agua Fria St APT D-109, Santa Fe, NM 87507, United States