SAVE UP TO 50% SITEWIDE WITH EXPRESS SHIPPING

FAQs

How do I place an order?

Choose your favourite product, size, colour, quantity or any other option.

Then click on the "Add To Cart" Button. You will be prompted in your cart page. Here you can view all your selected items as you want them. You can also leave a note about your order if you want to. 

Then click on the "Checkout" button. 

Fill in all the required information in English.

Then click on the " Proceed To Shipping Method" button. Select the available shipping method. If your item has free shipping then you do not need to do anything. 

Then click on the "Proceed To Checkout" button. Select your preferred payment method and finish your payment.  

How do I make changes to my order?

Yes, you may request for changes to your order. Please contact our Customer Service within 24 hours of placing the order, at support@eightelms.co.

What payment methods are available?

We accept credit cards (Visa, Master Card, American Express, and Discover) and PayPal.

Which currency does the store accept for payment?

All the prices will be shown in your local currency. EightElms processes all orders in US Dollar. While the content of your cart might have been displayed in your local currency, which is the currency of the country in which you are shopping on our store, all customers will checkout using US Dollar at the most current exchange rate.

Is my information secure when making payments at EightElms?

No card information is ever stored at EightElms and it remains the private property of the card holder at all times before, during, and after the product purchase. All transactions are processed through Stripe and PayPal which are the most secure payment processors for online shopping used by millions of businesses daily.

We take many active steps to ensure the absolute safety of your credit card and personal information. In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private information. EightElm does NOT keep credit card information on record.   

Identifying False Emails

You might receive emails from EightElms, such as Order Confirmation, Shipping Confirmation emails or Technical Notification emails. However, sometimes you may receive emails that are not really from EightElms, even if at first glance they may appear to be. Instead, such emails are falsified and attempt to convince you to reveal sensitive account information.

These false emails, also called "spoofed" emails or "phishing," look similar to legitimate emails from EightElms. Often these emails direct you to a false website that looks similar to an EightElms website, where you might be asked to give account information, such as your email address and password combination.

Unfortunately, these false websites can steal your sensitive information, which can then be used without your knowledge to commit fraud.

To protect yourself from responding to these emails, you can follow some simple rules:

  • Know what EightElms won't ask in email: EightElms will not ask you for the following information in an email communication:
    • Your bank account information, credit card number, PIN number, or credit card security code (including "updates" to any of the above)
    • Your mother's maiden name or other information to identify you, such as your birth city or your favorite pet's name
  • Review the email for grammatical or typographical errors: Watch for poor grammar or typographical errors. Many phishing emails are translated from other languages or are sent without being proof-read.
  • Check the return address: Genuine emails from shopeightelms.com always will come from an address ending in "@shopeightelms.com." Check the email's header information. If the "received from," "reply to," or "return path" for the email does not come from "@shopeightelms.com," it is not from EightElms. Most email programs let you examine the source of the email. The method you use to check the header information varies depending upon the email program you use. The following are some examples of fraudulent return addresses:
    • seller-performance@payments-eightelms.com
    • eightelms-security@hotmail.com
    • Eightelmss-payments@msn.com

 

SHIPPING & DELIVERY FAQS

Do You Ship Internationally?

EightElms is proud to service customers from all over the world except some countries, APO and FPO. The default pricing on our website is in US Dollar, the conversion rate depends on your issuing credit card company used on the transaction. Our website will checkout by default in US Dollar on the checkout page.

As we have customers from all over the world, we have inventories in major cities around the globe as this helps reduce package delivery times. However, we do not always have all of our products in all our inventories around the world. This means that your products and packages may be shipped from an inventory that might not be close to your destination country. In which case, we ask you to be patient a little longer and you will receive your product. These items ship via USPS, Epacket, EMS and all have tracking numbers.

If you're still not sure, just email us at support@eightelms.co. We're always here and happy to help you.

Processing Time:

All orders are processed within 1 - 3 business days. You will receive another email when your order has been shipped from our warehouse. So please be patient and keep an eye on your inbox.

Shipment Packaging:

For logistical reasons, items in the same order may be sent in separate packages. This means you might not receive all of your products in one package. If this happens you will receive a shipping confirmation email for every package that contains your product(s). Please note that you might be receiving your products at slightly different times. 

Can I change my shipping address?

It is the responsibility of the customer to make sure that the shipping address was filled up accurately in English language. Once you have placed an order, the information goes straight to our fulfilment team which takes 1-3 business days to process. After which our fulfilment team will send the tracking codes to the data entry team to update the tracking codes and send a shipping confirmation email to you. Hence, if you need to make any changes to your shipping address, please contact EightElms Support Team at support@eightelms.co, within 24 hours of placing your order 

Please ensure that all the information you have provided is correct and is in English language, before submitting your order to prevent losses in mail or other mishaps from happening.

NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.

Please Note:

  1. To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.

  2. Customs, Postal Services & EightElms are different entities hence we are not liable for any delays caused by customs or local post services.

EightElms will not be liable or responsible for undelivered orders that is lost due to the incorrect shipping information that the customer has provided. We will only be able re-ship the order if it was Returned to us and the customer will be responsible for the return shipping cost (depending on their preferred shipping method) + processing fees ($4.99 USD) for re-shipping the order. There will be no refunds issued for orders lost due to incorrect shipping information provided by the customer.

How do I track my package?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch. You can track your order here.  Please note that tracking information may not be activated until the product is dispatched from original country. This can happen because of customs. So please be patient and the tracking information will be updated as soon as possible. You may also check on the status of your order at any time by emailing the customer support desk at support@eightelms.co.

I tried to track my order and the status states "Return To Sender", What should I do?

In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to the right mail box or door step. 

I tried to track my order and the status states "Delivered" but I have not received my order. What should I do?

We know how important your order is! EightElms provides its customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighbourhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

In the even that you have not received your product and have notified us within 7 business days after the expected delivery date, we will contact the courier and find out what happened to your package. If the courier claims that the package is delivered, EightElms will not be responsible if you still have not found you package. However, if the courier information says that the package was undelivered, we will contact you for an alternative arrangement for your order. This may include sending you another package or a full or partial refund of the amount paid for the order.  

Where do your other items come from?

EightElms is all about providing a consistently reliable product and an exemplary level of customer service. We source items from all over the world. Because while some of our items do come from the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the best products. 

Who is responsible for Customs Duties, VAT, And Taxes?

The prices displayed on our site are tax-free in US Dollar, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. The recipient is the importer of record and must comply with all laws and regulations of the destination country, including ensuring lawful import of our merchandise. We are not responsible for orders which are confiscated by customs in destination countries.

RETURNS & EXCHANGES

Basic Refund Policy

There are 2 types of items EightElms sells, and both have slightly different Refund Policies:
    • Retail Items: These have a full 30-day refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund. Customer pays return shipping.
    • Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
    • Please Note: Customer pays return shipping on exchanges. The USPS has the best rates in our experience, but you can ship back to us any way you like. If you have a question about your return, contact us at support@eightelms.co.
Please refer to our Exchange and Refund Policy for detailed information.

STILL HAVE QUESTIONS?

Sure, no problem! Just email us at support@eightelms.co and we'll get back to you right away.