Frequently asked questions
How long does shipping take?
We ship all orders ordered before 18:00 CET the same day, if your order is after 18:00 we will try to send it the same day otherwise we will send the order the next day. Typically our products arrive within 2-3 working days from the moment of payment.
This is for European countries, shipping times may vary in other countries outside of Europe.
Are any purchases final sale?
No, you have 14 days to return your item, please note that the shipping cost for a return are for the account of the customer and will not be paid by Eclaité.
When can I expect my refund?
As soon as we get the returned product at our location we will start checking the product for wear or other signs which go against our return policy. As soon as the product has been approved by our return team we will start with the refund of your order.
Expect an estimate waiting time of around 15 working days.
If you have any questions or you haven't received your refund yet, please contact us by mail or with the live chat.
Where are the products shipped from?
We ship all of our products directly from our warehouse in Holland. This is why we are able to promise such short term shipping times.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. This will be calculated at the checkout, please not that for all European orders above 35,- the shipping will be free.
For all domestic orders the shipping will be free of charge if the purchase amount is above 50,-.
The product I want is sold out, what now?
No worries, we are constantly busy with sourcing new products and keeping stock up to date. In case a product is sold out we will put the product on a 'Pre-Order' status. This means you will be able to order the desired product but you will have to wait until the product is back in stock at our warehouse.
Your order will be send within 15 days of the purchasing date. In case you want to wait for the product to be back in stock, you can sign up to our email list so you will get an email notification as soon as the product is back in stock.
If you decide you dont want the product in the waiting time you are still able to cancel by sending us an email at info@eclaite.com or start a live chat.
I haven't found a answer to my question.
If you still have a question you can contact us by email, live chat or fill in the contact form.
Email : info@eclaite.com
Livechat : Bottom right icon on the website.
Contact form: Can be found in the main menu.
How can I track my order?
All of our products are send with our local shipping supplier called 'PostNL' for some domestic orders we will use other shipping providers like DHL or FedEx.
All of our orders will have a track & trace wich we will send by email once the order has been shipped. So you can see exactly when your package arrives.
I haven't received my order.
First of all we are sorry to hear this, please contact us by live chat or send an email with the order number as a subject so we can track your order.
We will make sure you will receive your order accordingly.
I want to send the package as a gift.
Currently we are reviewing our options for packing our orders as a gift. Once we have fulfilled this wish we will updat our FAQ, send an email to our customers who have signed up for our journey so they will know about this first.
You can sign up at the bottom of our website above our TERMS AND POLCIES.
I cannot find the Terms and Policies
Our TERMS AND POLICIES can be found at the bottom of every page above the email sign up. If you click on the TERMS AND POLICIES a small menu will open up where you can choose the desired policy from.
If you still have questions don't hesitate to contact us.
