FAQ
Frequently Asked Questions
1. What does Elariens sell?
Elariens focuses on Christmas gifts and related seasonal merchandise. Please check individual product pages for descriptions, available options, materials, dimensions, and included items.
2. How do I place an order?
Choose a product, select any required options, and add it to your cart. Review your items, proceed to checkout, enter your delivery and billing information, and complete payment using an available method.
Please check all details before submitting the order.
3. How will I know whether my order was received?
An order acknowledgment will generally be sent to the contact information provided at checkout.
If you cannot find it, check your spam or junk folder. You can also email service@elariens.com with the purchaser’s name and email address so we can help locate the order.
4. Which payment methods can I use?
The payment methods available for your location and transaction are shown at checkout.
Please use only a payment method you are authorized to use.
5. Can I change my address or product selection after ordering?
Contact us as soon as possible with your order number and the correction you need.
Changes depend on the order’s processing and fulfillment status. A change is complete only after we confirm it.
6. How can I cancel an order?
Email service@elariens.com promptly and clearly state that you are requesting cancellation.
We will check whether the order can still be stopped. Cancellation may be unavailable once fulfillment or applicable customization has begun.
See our Cancellation Policy for details.
7. How long does order processing take?
Orders are generally processed within 1–3 business days after successful payment confirmation.
Processing time is separate from shipping transit time. Any product-specific preparation requirements will be disclosed where applicable.
8. What are your shipping options and charges?
| Shipping Method | Fee | Estimated Transit Time |
|---|---|---|
| Standard Shipping | $5.99 USD | 7–12 business days |
| Express Shipping | $11.19 USD | 3–7 business days |
| Free Standard Shipping | Free for eligible orders of $55.00 USD or more | 7–12 business days |
Available options and final charges are shown at checkout. Transit estimates begin after dispatch and exclude the processing period.
9. Does free shipping include Express Shipping?
Free shipping applies to Standard Shipping only unless a specific offer states otherwise.
Eligible orders of $55.00 USD or more may qualify for free Standard Shipping, as displayed at checkout.
10. Will my gift arrive before Christmas?
Arrival before Christmas is not guaranteed unless an expressly guaranteed delivery service is offered for your order.
Please order early and allow additional time during the holiday season. Express Shipping has a shorter estimated transit period but does not automatically guarantee delivery by a particular date.
11. How do I track my order?
We will provide shipment confirmation and tracking information when available.
The carrier may need additional time to show the first tracking update. Contact us if tracking remains unchanged for an extended period.
12. What should I do if tracking says delivered but I cannot find the parcel?
Check the delivery address, nearby safe locations, household members, and any reception area or mailroom.
If the parcel remains missing, email us with your order number and tracking information. We will review the delivery details and assist with the appropriate next steps.
13. What if an item is damaged, incorrect, or missing?
Contact service@elariens.com with your order number and a description of the issue.
Please include relevant photographs or videos where available. We will review the problem and arrange an appropriate resolution under our Return & Refund Policy and your applicable rights.
14. Can I return an item?
Eligible standard return requests may be submitted within 14 calendar days after delivery.
Change-of-mind returns generally require unused merchandise in its original condition, with included accessories and packaging where reasonably available.
Please contact us for instructions before sending anything back.
15. Can personalized gifts be returned?
Where a product is personalized or custom-made, change-of-mind returns may be restricted where permitted by law.
Any relevant restriction will be disclosed for the product. Rights relating to faulty, damaged, or incorrectly supplied goods remain unaffected.
16. Who pays for return shipping?
Customers generally pay return shipping for eligible change-of-mind returns.
For confirmed defective, damaged, or incorrectly supplied merchandise, we will arrange or cover reasonable return shipping costs where a return is required.
We will explain the applicable arrangements before you send the item.
17. When will I receive my refund?
Approved return refunds are generally issued to the original payment method within 5–10 business days after the returned products are received and inspected.
If no return is required, approved refunds are generally issued within 5–10 business days after the resolution is confirmed.
Banks and payment providers may require additional time. Any shorter mandatory legal deadline will apply.
18. Can I exchange a gift?
Contact us with your order number and the option you would prefer.
Exchange arrangements depend on product eligibility and stock availability. In some cases, an eligible return followed by a new order may be appropriate.
19. Will I need to pay customs duties or import taxes?
International orders may be subject to destination-country import requirements.
Whether duties and taxes are collected at checkout or payable separately depends on the arrangement disclosed for your purchase. Please review our Shipping Policy and checkout information.
20. How is my personal information handled?
Our Privacy Policy explains the information we collect, why we use it, when it may be disclosed, and the privacy choices that may be available to you.
For a privacy-related request, contact service@elariens.com.
21. How can I contact Elariens?
Brand Name: Elariens
Company Name: Hubei Kaihongshi Network Technology Co., Ltd.
Customer Support Email: service@elariens.com
Customer Service Phone: 15207178897
Business Address:
Unit 17, 20th Floor, Commercial Building 4, Phase III, Plot K2, Jindi Zizai Cheng, No. 1335 Tuanjie Avenue, Heping Subdistrict, Hongshan District, Wuhan City, Hubei Province, China
When contacting us about a purchase, include your order number and a brief explanation of the assistance you need.
Elariens is owned and operated by Hubei Kaihongshi Network Technology Co., Ltd.