FAQ
GENERAL
Where can I buy your products locally?
Elegance Trade products can be found in many retailers around Europe. For information about the retailers closest to you, please visit our Contact Us page and include your zip code (or city and state) and the specific item(s) you are interested in when you submit your message.
How do I make a return?
We are happy to process a return for purchases made through our website only (www.elegancetandc.com). Unused items in saleable condition may be returned within 30 days of purchase. Please reference our Return Policy for further details.
If I purchased an item from a retailer, can I make a return or exchange through you?
At this time we only accept returns for items purchased directly from our website. We have strict agreements with our retail partners to ensure returns and/or exchanges of our product are accepted in the rare circumstance you are unsatisfied with your purchase. Please contact the retailer you made your purchase from for their specific return and exchange policies.
I received damaged product or missing parts, what should I do?
While Elegance Trade maintains strict quality standards, occasionally our products are damaged in transit. Please contact the retailer you purchased the item from to conduct a return or exchange.
For product purchased directly from Elegance Trade's website, please fill out a ticket on our Contact Us page. Please be sure to include your order number and item number or the 12-digit UPC number.
If I purchase from your website, do you accept price matches from other retailers?
Elegance Trade does not accept price matches; however, we occasionally offer special promotions. For that reason, we highly recommend checking our website often.
Do you offer a discount if buying several pieces of one item?
At this time we do not provide any discounts. For retailers interested in buying Elegance Trade product for sale in their store, please inquire about setting up an account on our Contact Us page.
Where is Elegance Trade located and what are your business hours?
Elegance Trade is located in Isadora Duncanweg 60, 1326SV Almere and is open Monday through Friday from 8:00 AM to 5:00 PM.
PRODUCT-RELATED
Product instructions were not included and I don’t know how to assemble the product.
Be sure to look at the back of the item’s packaging. There is usually a diagram that illustrates how to assemble the product. If a diagram does not exist and you are still having trouble, please fill out a ticket on our Contact Us page.
I’m having trouble with your suction cups staying in place, any suggestions?
1. Suction cups should only be applied to a smooth, hard, non-porous surface.
2. Clean the surface with a household cleaner. Be sure to rinse and dry thoroughly.
3. Rinse the inside of the suction cup under warm water. Shake off any excess water.
4. Press the suction cup firmly in place. Make sure there are no air bubbles between the cup and the surface you are mounting on.
5. Allow the suction cup to set before adding any weight.
How do I properly mount Elegance Trade product(s) that include hardware?
All included hardware is designed for mounting in solid wood surfaces only.
To mount in solid wood surfaces:
1. Choose a location for the item on a wall.
2. Position the item on the wall using a level to ensure straightness. Transfer the location of the mounting holes onto the wall with a pencil.
3. Drill a pilot hole with a drill and small-diameter drill bit (choose a drill bit that is smaller than the screw to be used).
4. Attach the item to the wall by driving the screws securely into the pilot holes with a screwdriver.
How do I properly mount Elegance Trade adhesive product(s) to my wall?
Elegance Trade’s adhesive hooks are designed for mounting on smooth, non-porous surfaces only. Application on papered surfaces in not recommended.
1. Choose a location for the adhesive hook on a wall.
2. Clean the location with water and a mild soap ensuring the wall is clear of all dust and debris, and is dry.
3. Peel off the adhesive backing from the hook and apply to your wall with light even pressure.
4. Let the adhesive adhere to the wall for at least 12 hours before hanging anything on the hook.
WARNING: Our adhesive hooks are not intended to be applied to papered surfaces or removed once applied to a surface.
DESIGN/PRODUCT DEVELOPMENT
Do you accept outside product submissions?
Yes, please visit our Contact Us page and submit a ticket to us explaining your product design, features of the product, and any other key information you deem valuable. A person from our product development team will get in touch with you if we require further information.
Can you design and manufacture custom products?
Yes, however, we require a minimum order of 2,000 pieces (contingent on the product itself). Please visit our Contact Us page and submit a ticket. Within your message, please provide details of the product, the quantity you need, and how often you will be ordering.
ORDERS/SHIPPING
What’s the status of my order?
Once your order is received, we strive to ship as soon as possible, however, due to COVID-19 possible delays can occur (please visit our page on COVID-19 for additional information). You will receive a confirmation email when your order is placed and an email with tracking information when your order has shipped. For the ability to check the status of your order at any given time, we recommend creating an account when you complete your order.
Can I track the shipment of my order?
Yes, once your order has shipped, you will receive an email with tracking information.
Can I change or cancel my order?
Once your order is placed, please contact us immediately if you wish to change or cancel your order. We will honor your request under the condition that your order hasn’t already shipped. If your order shipped before we received your request, please reference our Return Policy for further details.
How do I enter a promotional code to my order?
You can enter a promo code in one of two places; when you click on your shopping cart or during step 4 of the checkout process.
Is there a difference in ship time when receiving free shipping versus paying the flat shipping rate?
All orders whether you receive free shipping or pay the flat shipping rate typically ship within two business days once the order is placed.
MEDIA/PRESS
Do you accept outside submissions for product reviews and/or giveaways?
Yes. We always welcome new opportunities to partner with bloggers, DIY-ers, and photographers. Please submit a request on our Contact Us page that includes some background information on your site, website statistics, and what product(s) you are specifically interested in.
Please note: Based on current promotions at the time you submit your request and other determining factors, we may politely decline or ask to postpone your request.
Who can I contact for press related inquiries?
Please submit all press inquiries to seller@elegancetandc.com.