Clear your doubts about shopping or customising your furniture online. We have put together a list of frequently asked questions and their answers below. If we haven’t covered your question, please don’t hesitate to contact our Customer Service team by calling +20 122 341 2271 or emailing Info@elancehome.com
Customer Service opening hours:
Sunday to Thursday: 10am - 6pm
Friday - Saturday: Closed
Q. How can I place an order?For order placement, kindly send us your contact info, email, and shipment address through any of our platforms, alongside the requested product/s, and a representative from our team will send you your order’s Invoice, and Product Specification Sheet with the agreed upon details. You can also place an order through our website if you do not wish to customize the details of your order.
Q. How long do orders take?Rattan orders takes from 4 to 5 weeks. Wood, metal, aluminum, bamboo, and the rest of the materials take from 3 to 4 weeks. Timeframes differ according to materials used. Shipment of orders are set within 48-72 hours of payment completion. For inquiries regarding a sooner manufacturing timeframe, send us the requested product, alongside the hoped for time frame of order receiving, and a representative from our team check back with you regarding your request. .
Q. What are the types of materials you use? Are they anti-rust?All of our materials are high quality imports from abroad. The materials we use range from Synthetic Rattan ( Flat or Circular ), Indoor and outdoor grade Woods ( Oak, Beech, and Teak ) Bamboo and Wicker, and Metal (Standard and anti-rust Aluminum).
For inquiries regarding how to properly care for your products , you can refer back to our Care Manual, or send us your inquiry on any of our platforms regarding the most suitable material for your area, and a representative from our team will assist you. Depending upon your selection we provide waterproof, temperature resistant, anti-rust products.
Q. Do products turn out exactly like the render designs?Our production line is a multiple stages procedure set with clear, and careful, preciseness to match our displayed renders. Production outcomes might turn out with a 10%-15% difference from the displayed renders.
Q. What are the customization options you offer?We offer full customization options to all of our products from dimensions, to materials used, and colors upon your request. For customizations outside of our product line, kindly send us a render of the requested design, dimensions, and color through any of our online platforms, and our manufacturing team will have it priced for you.
Q. How are shipment costs determined? Can I have free shipping?
Shipment costs are determined by the Shipment Company with whom we’re contracting. Cost estimation is determined by distance factors and petrol pricing, as well as service factors. Kindly refer back to our Shipping Policy for further information.
Q. What is the payment procedure, and what are the available payment options?Our Payment procedure is a 50% deposit of the total amount for order placement, and the remaining 50% paid right before shipment scheduling.
We provide three payment options:
1) Payment Link: Payment through a third party payment gateway service (Additional Service Fees Apply ).
2) Bank Deposit: You can place the deposit through our Bank Account that’s listed at the bottom of the website, and your Orders invoice.
3) Runner Pickup: We can have a courier sent to your doorstep and pickup the deposit ( Additional Fees Apply ).
Q. Payment Link: “What is Paymob? Why does it charge additional fees?”Paymob is a Third-Party online payment service with whom we’re contracting to bring you a more convenient and time-saving payment option. The additional fees charged per transaction are issued as service fees according to Paymob Policy.
Q. Do you provide Post-Sale Maintenance?At Élancé we care about our products just as much as we care about your needs. Therefore, we provide after sale services to our clients to ensure that our pieces are fully taken care of the way they are meant to be. All our pieces include a 1 year limited warranty and fair usage apply . Following that timeframe maintenance fees vary depending upon the nature of the request.