FAQ – Customer Service
Delivery Delays for Some Products
Why is my order delayed?
Orders from our shop are imported from suppliers abroad (Switzerland, the United States, and Asia). Due to international logistics, several factors may cause delays, such as:
• Customs procedures: The clearance process may take longer than expected.
• International transport: Delays may occur during air or sea shipping.
• High-demand periods: Holidays and promotions can increase the volume of orders, resulting in longer delivery times.
• Weather conditions: Severe weather events may affect transport and delivery.
• Unforeseen circumstances: Strikes, holidays, or other events beyond our control may impact delivery times.
We are working hard to ensure all orders are delivered as quickly as possible. Thank you for your understanding and patience.
How long does it take for my payment to be processed?
• Credit card: Usually processed immediately, but may take up to 2 working days.
All delivery times are calculated from the moment the payment is confirmed.
When will I receive my tracking code?
Your tracking code will be sent to the e-mail address provided at checkout within up to 7 working days after payment confirmation.
I can’t see any information when I check my tracking code.
Tracking information may take up to 5 working days to update. Please wait for this period for the information to appear.
When will I receive my order?
All products are shipped directly from our suppliers abroad (Switzerland, the United States, and Asia). Delivery takes 7 to 20 working days after dispatch, depending on your location. Dispatch occurs within up to 7 working days after payment confirmation.
We provide a tracking code so you can follow your order’s progress.
Please note: In certain cases, delivery times may be extended due to delays, strikes, holidays, high-demand periods with Royal Mail or other carriers, or other situations beyond our control.
Insured Shipping
If the product is delayed and not delivered within 60 working days after dispatch, we will refund 100% of the amount paid.
Important: You may receive more than one package, as your items may come from different suppliers.
Order Tracking
Products are shipped via Royal Mail or another courier, always with a tracking code. The code will be sent to your e-mail as soon as it becomes available.
How do I track my order?
After receiving your tracking code, you can use it on online tracking tools such as 17Track, Muambator, or the Royal Mail website. Tracking information may take 5 to 10 working days to appear.
I received my tracking code but I’m having trouble tracking my order.
It may take 5 to 10 working days after shipping for information to appear in the tracking system.
Order Changes
I placed an order with the wrong or incomplete address.
Please contact us as soon as possible.
Address Accuracy
The shop sends products to the exact address provided by the customer. Please check your address carefully when placing your order.
Recipient Not Available
Please ensure someone is available to receive the parcel. Royal Mail attempts delivery up to three times.
If no one is available, the parcel will be taken to the nearest Royal Mail collection point, where it must be collected within 7 calendar days.
If not collected, the parcel will be returned to the sender, and a new shipping fee will be required.
Incorrect or Incomplete Address
We are not responsible for incorrectly filled addresses. If the address is wrong or incomplete, the parcel will return to the sender and a new shipping fee will be required.
I want to change the model/colour of a product in my order.
It is not possible to change an order after payment. However, you may request an exchange or cancellation within 7 days of receiving your order, according to our returns policy.
Cancellations
I want to cancel an order I have not yet received.
It is not possible to cancel an order after payment confirmation. You may request an exchange or cancellation within 7 days of receiving it, based on our returns policy.
I want to cancel/exchange/request a refund for an order I have already received.
Our dissatisfaction exchange policy lasts 7 days from the date of delivery, and 30 days for defective products. Please follow our returns policy guidelines.
Exchanges and Refunds
My product arrived damaged and I want to exchange it.
Our exchange policy for defective products lasts 30 days from the date of delivery. Please follow the returns policy guidelines.
I am not satisfied with my product and want a refund.
Our dissatisfaction return policy lasts 7 days from delivery. Please follow the returns policy guidelines.
Still have questions?
Contact us:
• Email: service@supporteliteedgeshop.com
New Questions and Answers
How can I track my order directly on the shop’s website?
You can track your orders directly on our website using your order number and/or the e-mail used at checkout. Use the link sent to your e-mail.
What is your returns policy?
Our returns policy allows you to send back products due to dissatisfaction within 7 days of delivery, and due to defects within 30 days. Please follow the instructions in our returns policy.
What should I do if my order is lost?
Contact us so we can investigate the case and, if necessary, issue a refund or resend the product.
Do you offer phone support?
At the moment, our support is provided via e-mail in order to ensure every request is documented and handled efficiently.