ELOISE
01

Find a Retailer

To find a retailer, click here Find a retailer

02

ORDERS

I need to make a change to my order. How can I make it?

We process orders quickly, but we will do everything in our power to make any necessary changes to your order before it is dispatched. The best way to make a change to your order is by sending an email to info@eloisespectacles.com as soon as possible and we will contact you shortly.

What is the status of my order?

If you created a customer account when you placed your order, you can view your order status in the Orders section in My Account: just select the order in question and you will find all the relevant information. We regularly update this information so you always know what the status of your order is.

Whether you created a customer account when you placed your order or not, you can always contact us any time through info@eloisespectacles.com and we will be delighted to provide you with all the information.

If there are any incidents regarding your order, we will contact you immediately through the email address provided when you placed your order.

I bought several products. Will they all arrive at the same time?

Yes, unless you specify otherwise. Making a single delivery with all the products in your order optimises transport processes.

03

DELIVERIES

I live outside the European Union. Can I place an order?

For the time being, due to logistical reasons, we only operate within the European Union. If you would like to place an order to be sent outside the European Union please contact us and we will find the best solution.

When will I receive my order?

You can find out what the estimated delivery time is before confirming your order. The approximate number of days that it will take to arrive is specified in the product description.

Moreover, when you confirm your purchase, we will send you an email specifying when you will receive it. Our transport company will contact you to set a delivery time and date.

If the products purchased are in stock, the delivery period will be 1 to 7 business days, depending on the destination.

If any of the products selected is not in stock, we will contact you through the email address provided when you placed your order to let you know when the estimated delivery date will be.

And of course, if you have any questions, please feel free to contact us. We will be delighted to help you.

How can I change the delivery address of my order?

To change the address of an order that has already been confirmed please contact us Don’t forget to specify the order number and the new delivery address.

My order should have already arrived. What should I do?

When your order is shipped from our warehouse, we send you an email to inform you when the delivery is scheduled. In that email, we indicate the tracking number of the shipment that our transportation agency gives us.

You can contact the transport agency by providing the shipping number and they will inform you of the situation in which the shipment is located.

04

RETURNS

My product has already arrived, but I would like to return it

You can return a product within 14 days after purchase We won’t charge you any additional return costs. You just have to shoulder the cost of returning the product.

To make a return, contact us, briefly telling us about the reason for the return. The product should be in perfect condition and returned in its original packaging.

Please read our Terms and Conditions of Use for more information.

What happens if my product arrives damaged?

All our products undergo a very strict quality control process before delivery, and we work with the best transport specialists, so it’s very unusual for a product to arrive damaged. However, if this happens and you are unhappy with the quality of the product received, please contacta us within 24h after receiving the order, and send us pictures that show the damage. After examining the case and verifying the incident, we will arrange for the product to be collected and we will reimburse its price, or if you prefer, we will send you the product again in perfect condition.

05

SECURE PAYMENT

How can I pay?

You can pay in 4 different ways:


01

Bank card: our system will automatically take you to Cyberpac, the La Caixa secure payment platform, where you must enter your bank details. This system operates in a secure server that uses the SSL (Secure Socket Layer) protocol, through which information is transferred cyphered by means of 128-bit algorithms. In this way, your details will only be intelligible to your computer and to ELOISE. The system accepts Visa (credit and debit) and Mastercard cards. If you would like to use another type of card, you can pay via PayPal.


02

Bank transfer: you will receive an email specifying the details to be provided when making the transfer. Once we have received it, we will send you an email confirming your order.


03

PayPal: if you prefer to use this payment method, our system will redirect you to this secure platform, where you must enter your bank details.


04

Cash on delivery: cash on delivery is a payment method used in online sales which consists in paying the cost of the purchased product plus surcharges (for delivery and for selecting this payment method) directly to the person making the delivery to your home . The additional cost of selecting cash on delivery as your payment method is €3.50

I have trouble using my card to pay. What should I do?

First of all, make sure that you are using an accepted card (Visa, American Express, or Mastercard).

If it is correct, check that you have entered your details correctly. If the problem persists, we suggest using another payment method (transfer, PayPal) or contacting your bank to find out the possible causes of the problem.

And of course, if you have any questions or problems in relation to receiving your order, you can always contact us through info@eloisespectacles.com

FIND YOUR FRAMES