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FAQs

Listed below are some of the most common questions we get about our website, store & products. If you have any questions at all that aren’t answered below, please don’t hesitate to Contact Us.

About Elated

Who are Live Elated?

Live Elated is based in the UK, we work with companies all over the world to bring you fun, practical gifts to brighten up your day. We are also curating interesting content we think you might find useful on our blog, which will be up and running soon, take a peek at our About Us page for more info.

Payments

What forms of payment do you accept?

We accept Visa, MasterCard & Amex.

How do you process payments?

We use Stripe. Stripe is one of the most popular and trusted payment processors in the UK; they provide a safe, secure, certified PCI compliant credit card processor for our website. Our website is also secured using SSL encryption.

What currency do you process payments in?

We are based in the UK and as such, charge your card/payment method in Pound Sterling. If you’re viewing our website from a country outside of the UK, you may, depending on which country you are in, see our prices in your local currency. However, upon checkout, the final cost will always be displayed in GBP.

Shipping & Delivery

Where do you ship to?

We offer guaranteed shipping to anywhere in the world. We do, however, ship predominantly to the UK & USA, and as such, our shipping times are much shorter to these countries. Please see our Shipping & Returns page for our full policy.

Where are you based and where is my order shipped from?

We’re based in the UK but ship many of our products directly from our suppliers, this enables us to offer our products at the most competitive prices while ensuring the highest possible quality. Our custom printed merchandise is shipped directly from the print shop, and the majority of our smaller products are shipped directly from the manufacturer’s warehouse in Asia.

The one offset this creates is longer shipping times which is why we only deal with products we feel are worth the wait. We only source our products from manufacturers with a proven track record of delivering high-quality products on time and we are always transparent and upfront; our shipping times to the UK are clearly displayed on the product page and/or at checkout, with full details and guarantees outlined on our Shipping and Returns page.

Do you provide Order Tracking?

We only work with suppliers who offer order tracking to the UK & USA. Upon ordering you will be sent a receipt followed by your tracking number once the courier has received your parcel, around 3-6 days later. You will also receive a link to our tracking page where you can enter your tracking number to get real-time updates on your order. If you’re ordering from outside the UK or USA, this doesn’t necessarily mean we won’t be able to offer order tracking, but unfortunately, we can’t guarantee it. If this is a service that’s important to you, it’s best to check with us if we offer order tracking to your country for the specific products you would like to order. You can find our contact details on our Contact Page.

Will all of my items arrive at the same time?

There are a couple of scenarios where you might not receive your items together. If you’ve ordered more than one product they may not be coming from the same supplier and may arrive separately. Additionally, to get your purchases to you as fast a possible, if you have placed an order with multiple items, although they will be shipped around the same time, they may arrive individually.

How long will my order take to arrive? Can I change my shipping address?

These are all great questions and are addressed in detail on our Shipping & Returns page.

Products & Promotions

Are the cheaper products good quality?

Absolutely. Shipping directly from our manufacturer’s warehouses allows us to offer products at very competitive prices, but this doesn’t come at a compromise on quality; we only work with manufacturers with a proven track record of delivering high-quality products.

Why do you give products away for free?

Simply put, to create awareness about our brand; one way to do this is to give away relatively low-cost promotional items for free. As with any business or website, some of our customers will only ever visit our store once, in this case, to take advantage of our free promotional item. However, a large proportion of those who receive our promotional item sees the value in what we offer and buy from us again. We believe in building long-lasting relationships with our customers, which is why we use promotional offers to provide an initial point of contact upon which we can grow a long-lasting relationship.

Are there any hidden costs?

There are no hidden costs whatsoever. Our products are made up of two costs, the product price and the shipping fee. Our product prices are clearly stated on each product page and the shipping fees associated with them are clearly stated at checkout once you have entered your shipping location.

Returns

What if I’m not satisfied with my products?

We’re proud of the products we sell and offer a Satisfaction Guarantee on everything in our store. If your product is broken or defective upon arrival or it breaks after light usage, for example, you can return this to us for a full refund or exchange. Please see our Shipping and Returns page for full details.

Loyalty Program

Do you offer a Loyalty Program?

Although we very much appreciate our loyal customers, unfortunately, we don’t currently offer a structured loyalty program. We do, however, take great joy in putting together our fun, value-based newsletter where we periodically send out vouchers and special offers, so keep an eye on your inbox!