Frequently Asked Questions

Please note that our usual returns and exchanges policies apply:

• Online: complimentary exchanges and returns for items purchased online within 30 days of reception. Consult our full online Delivery or Returns/Exchanges policy.

Our teams remain fully dedicated to providing you with the best client experience. Please refer to our product and checkout pages for the most up-to-date information on delivery times or visit our Delivery page for further information.

For security reasons, our courier will ask for your signature upon delivery.

There are two ways to place an order with eldane.com, depending on availability and product type.

Online

Once you have chosen your products, add them to your shopping bag by clicking on “Add to shopping bag”.

The order process has 4 steps:

• Register by creating your own account, using your email address and password. You can use this for future orders, to review previous orders and to save items to your wishlist. You may also proceed with a guest account
• Select your delivery method and fill in delivery information
• Fill in the payment information
• Review your order, and click submit

Over the phone

Our client advisors are delighted to assist you with your online purchases.

Orders placed on eldane.com are processed quickly, to ensure your items can be delivered to you within the shortest timeframe possible. Therefore once an order has been shipped, we cannot cancel or modify your purchase.

If you have received your order and want to return it, please refer to the return instructions included with your shipment.

Paul Eldane accepts the following methods of payment on
eldane.com:

• Visa
• Mastercard
• American Express
• PayPal
• Cash on Delivery

Please note that additional validation may be required.

Orders must be placed with a valid billing and shipping address*. Your billing address must correspond to the address of your credit card, or we will not be able to process your order.
All transactions are secured. The Paul Eldane website is provided with an SSL encryption system to protect personal and payment data. Paul Eldane does not keep any credit card information.

Payment cannot be split across multiple methods of payment and we do not accept payment in installments.

Creating an account will enable you to enjoy added benefits and a richer experience, across all devices. You will be able to:

• Follow your online orders and access your purchase history, e-receipts
• Manage your personal information
• Receive Paul Eldane’s digital communication
• Create your personal wishlist for access on any device

Paul Eldane offers you the possibility to update and modify your account information. To do so, simply log in to your account, where you will be able to modify your details or delete your account.

If you have forgotten your password, click on the Account tab and select “Forgot your password?”. An e-mail will be sent to you to reset your password.

Should you encounter any issues, our Client Services advisors will be delighted to assist you.

Products on the website are organised by category.

You can also use the search engine at the top right of the page, indicated by a magnifying glass, and enter key words. All products with a relevant match to your search will be presented.

If you have seen a Paul Eldane product in the press (magazine, social media, etc.) that is of interest to you and you cannot find it on our website, please contact our Client Services. Our advisors will be happy to assist you.

A product is available to purchase on the website whenever the button “Add to Shopping Bag” appears.
Please note that all items are available to order on our website and it is also possible to place an order over the phone.

When looking at a product on our website, you may find that is it not available to order.

For a selection of products, you may opt to be e-mailed when the item you are looking for is back in stock; this option will be displayed on the product page with the button “Notify Me When Available”. Please note that opting in for this notification is not a reservation. Availability of the item you are interested in cannot be guaranteed.

Please visit the size guides available on our product pages for size information.

Important Care Precautions: To best preserve your product, please prevent any contact with oil or alcohol-based substances such as cosmetics, perfumes, hand sanitisers, or disinfectants.

You can also find tailored maintenance recommendations on each product by visiting our dedicated Product Care page.

We are pleased to offer complimentary returns for online orders within 30 days.

• Refunds will be made to the original purchaser
• Item must be in perfect condition, unworn
• Item must be returned in original shipping packaging and original branded packaging, with any related accessories, instructions booklets, labels, protective covers, leaflets or boxes

Consult our full Returns policy for further information.

You can view all options for returning your order on our Returns/Exchanges page.

Upon receipt of your item(s), and subject to inspection by our Quality Service Department, we will proceed with the return. Refunds can take up to 10 working days to be processed after the cancellation of the order.

There are no return costs. We offer free returns.

You can view all delivery options and associated fees on our Delivery page.

To track your order, visit the My Orders tab in your account or click the tracking link in your shipping confirmation email. All delivery tracking is available from the moment you receive the shipping confirmation email.
If you placed your order as a guest, you may refer to your shipping e-mail for tracking information.

Please note that once your order has been shipped, we are unable to alter the delivery address, under any circumstances.

All orders are delivered by courier and may require a signature and proof of photo ID upon delivery. If no one is available to receive the package, the courier will make a total of 3 delivery attempts, generally on 3 consecutive business days.

After 3 failed delivery attempts, your order will be automatically returned to Paul Eldane.

For security reasons, all purchases made on eldane.com may require a signature and proof of photo ID upon delivery.

All orders are delivered by courier. If no one is available to receive the package, the courier will make a total of 3 delivery attempts, generally on 3 consecutive business days.

After 3 failed delivery attempts, your order will be automatically returned to Paul Eldane.

If the product has been purchased on eldane.com or over the phone with our Client Services, it is guaranteed to be authentic.

Any information you may have regarding sales of counterfeits can be transmitted to our Intellectual Property Department by sending an email to our Client Services.