FAQS
Frequently Asked Questions (FAQs)
Ordering & Account
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account allows you to track your orders, save addresses, and view your order history.
Q: Can I change or cancel my order after placing it?
A: If your order hasn’t been dispatched yet, please contact us as soon as possible at service@elobasket.com with your order number. We’ll do our best to help.
Shipping & Delivery
Q: Where do you ship?
A: We currently ship only within the United Kingdom, including Channel Islands.
Q: How long does delivery take?
A: Standard delivery usually takes 2–5 business days after your order is dispatched.
Q: When will my order be dispatched?
A: Orders placed before 1 PM (Monday–Friday) are usually dispatched the same day. Orders placed after 1 PM will be dispatched the next working day.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout and depend on your order value, delivery address, and weight of the parcel.
🔁 Returns & Refunds
Q: How do I return an item?
A: You can request a return within 14 days of receiving your order. Items must be unused and in original packaging. Email us at service@elobasket.com to begin the return process.
Q: When will I receive my refund?
A: Refunds are issued within 7 business days after we receive and inspect your return. Funds will be returned to your original payment method.
Q: What if I received a faulty or incorrect item?
A: If there’s an issue with your order, please contact us right away. We’ll cover the return shipping for incorrect or faulty items and offer a replacement or full refund.
Payments & Security
Q: What payment methods do you accept?
A: We accept all major debit and credit cards (Visa, Mastercard, etc.), PayPal, and any other secure options supported at checkout.
Q: Is my payment information secure?
A: Yes. Our website uses secure encryption (SSL) and verified payment gateways. Your card details are never stored on our servers.
📦 Other Questions
Q: What if my order is delayed or lost?
A: If you haven’t received your order within 7 business days of dispatch, contact us at service@elobasket.com. We’ll investigate and assist right away.
Q: Can I use discount codes on sale items?
A: Discount codes may apply to sale items unless stated otherwise. Some offers may have specific terms, so please check during checkout.
Can I cancel my order after I've made a purchase on the website? - You can.
We offer immediate order cancellations up to a limit of 24 hours after purchasing—so if you change your mind within that time - send us a message and we'll cancel and refund you in full as soon as we get your request.
How do I return or exchange an item? - Our Guarantee.
Our return policy lasts 7 days, beginning only when our package is delivered to your address.
We will accept any returns for all undamaged items within 7 days to guarantee customer expectations and ensure satisfaction of your purchases.
We're confident our premium curated products selection will meet or exceed your expectations, but if you want to make a return, please contact our support team, and we will respond within 24 hours to assist with the process.
What types of payment do you accept? - All Standard Payments.
We accept all payments by Visa, Mastercard, and American Express.
What are your shipping options? - Limited by volume.
Currently we can only offer one standard shipping option. Please see our shipping page for more detailed information on shipping times by zone.
What if the item I ordered arrives broken or damaged?
We'll make it up to you in the case that it does. We take great care in selecting the manufacturers of our curated collections. If you discover a flaw or fault in the item, please contact us within the first 7 days of receiving that item, and we'll work it out with you.
Our products are efficiently packaged by our expert handling team to ensure they arrive in perfect condition regardless of how far they go.