FAQs

Orders and production

How long does production take?
1–2 business days on average.

It has been more than two days and my order has not shipped. Why?
We do not process orders at weekends. If you ordered after 3pm Friday or on a Saturday, expect it to ship by Tuesday or Wednesday.

I made a mistake on my order. Can I correct it?
Email info@elouraofficial.com within 3 hours, while the order is still in production. Once it has shipped we cannot make changes.

How do I cancel an order?
We prepare orders for dispatch quickly, so we can only approve cancellations within 3 hours of the order being placed. Email us as soon as possible.

Shipping and delivery

Where do you ship?
We ship within the United States only. We are not able to accept orders outside the U.S. at this time.

How long does shipping take?
Standard delivery is typically 3–7 business days after dispatch. Express delivery ($12) is typically 1–3 business days. Transit times are carrier estimates and are not guaranteed.

What does shipping cost?
Standard shipping is free on every U.S. order, with no minimum spend.

How do I track my package?
You will receive an email with your tracking number once the order ships. If it has not arrived within 3 business days of ordering, email us and we will look into it.

My order says delivered but I have not received it.
Please check your mailbox and any safe place the carrier may have used. Deliveries occasionally arrive a day or two after being marked delivered. If it still has not appeared, call your local post office with the tracking number, then contact us and we will help.

The message card

What does the card say?
The full text of every card is printed on its product page, so you can read it before you buy.

Can I change who the card is signed from?
Not at the moment. Some cards are signed — for example “Love, Dad” or “Love, Grandpa” — and the product page says so before you order.

Do you offer engraving or personalisation?
Not at the moment. Every piece ships exactly as shown.

Contacting us

What are your support hours?
Monday to Friday, 9am–5pm Central Time. Outside those hours, email info@elouraofficial.com and we will reply within one business day.

Can I call you?
Yes — +1 (214) 718-8880, Monday to Friday, 9am–5pm Central Time.

Returns

What is your returns policy?
You have 30 days from delivery to return an unused item in its original packaging. See our Return Policy for full details.

Still have a question? Contact us.