Eoela Help Center & FAQs
1. About Eoela
Q: What is Eoela?
A: Eoela is an online jewelry and accessories brand offering elegant everyday pieces, including earrings, necklaces, rings, hair accessories, brooches, scarf rings, and bag charms. Our products are designed for refined daily styling, thoughtful gifting, and small details that complete an outfit with ease.
Q: Who operates Eoela?
A: Eoela is owned and operated by Veliora Group LLC, a company registered in Wyoming, USA.
Q: Where are your products shipped from?
A: Eoela ships customer orders from our fulfillment facility in China. This allows us to process international orders efficiently and serve customers worldwide.
Q: Is the fulfillment facility a return address?
A: No. Our fulfillment facility is used for order processing and shipping purposes only. It is not a return address. For returns or exchanges, please contact our customer support team first for the appropriate return instructions.
2. Orders & Payment
Q: How do I place an order?
A: Select your desired product, choose any available options such as color, size, or style, add the item to your cart, and complete checkout using your preferred payment method.
Q: Can I cancel my order?
A: Orders may be canceled within 12 hours of placement if they have not yet been processed or shipped. Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may follow our Return & Refund Policy after receiving your order.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, PayPal, and other approved payment methods listed at checkout. Available payment options may vary depending on your location.
Q: Is my payment secure?
A: Yes. All transactions are processed through secure and encrypted payment gateways. Eoela does not store your full payment card information.
3. Shipping & Delivery
Q: How long does it take to receive my order?
A: Our estimated delivery timeline is:
- Processing Time: Within 1 business day
- Estimated Delivery: 7–15 days after dispatch, depending on the destination and local delivery conditions
Delivery times are estimates and may vary due to customs clearance, local courier services, holidays, weather conditions, or other factors outside our control.
Q: Is shipping free?
A: Yes, we offer Free Worldwide Shipping on all orders unless otherwise stated on a specific product page or promotion.
Q: How can I track my order?
A: After your order is shipped, you will receive a shipping confirmation email with a tracking number. Tracking information may take 1–3 business days to update after the package has been dispatched.
Q: What if my shipping address is incorrect?
A: Customers are responsible for providing accurate and complete shipping information at checkout. If you notice an address error after placing an order, please contact us as soon as possible. We will do our best to update the address before shipment, but we cannot guarantee changes once the order has entered processing.
Q: Do I need to pay customs duties or import taxes?
A: International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges. These fees are determined by your local customs authority and are the responsibility of the customer. Eoela cannot predict or control these charges.
4. Returns & Refunds
Q: Can I return an item?
A: Yes. We offer a 30-day return policy. To be eligible for a return, items must be unused, unworn, undamaged, and returned in their original packaging with valid proof of purchase.
Q: What if my item arrives damaged or defective?
A: Please contact us within 7 days of delivery with clear photos of the item, packaging, and any visible damage or defect. After review, we will provide a replacement, refund, or other appropriate solution at no additional cost.
Q: Are there items that cannot be returned?
A: Yes. Non-returnable items may include:
- Gift cards
- Personalized or custom-made products
- Items marked as “Final Sale” at the time of purchase
- Items that have been worn, used, damaged, altered, or returned without original packaging
- For hygiene and safety reasons, certain pierced earrings or intimate accessories may not be eligible for return once opened or worn, unless they arrive damaged or defective.
Q: How are refunds processed?
A: Once your return is received and approved, refunds will be issued to your original payment method. Refunds are usually processed within 5–10 business days after approval. Your bank, card provider, or payment processor may require additional time to complete the transaction.
Q: Who pays for return shipping?
A: Unless the item is damaged, defective, or incorrect due to our error, customers are responsible for return shipping costs. Return instructions will be provided after your request is approved.
Q: EU & UK Customers:
A: Customers in the European Union and the United Kingdom may have a 14-day right of withdrawal without providing a reason. Returned items must remain unused, unworn, undamaged, and in their original condition. Customers are responsible for return shipping costs unless otherwise required by applicable law.
5. Product Materials & Care
Q: How should I care for Eoela jewelry and accessories?
A: To help maintain the appearance of your jewelry and accessories, avoid contact with water, perfume, lotions, cosmetics, sweat, cleaning chemicals, and harsh environments. Store items separately in a dry place when not in use.
Q: Can I wear Eoela jewelry while showering or swimming?
A: We do not recommend wearing jewelry while showering, swimming, exercising, or sleeping. Moisture, sweat, and chemicals may affect the finish, color, or durability of the product.
Q: How should I clean my jewelry?
A: Gently wipe jewelry with a soft, dry cloth after wearing. Do not use abrasive cleaners, alcohol, or chemical polishing agents unless specifically recommended for that product.
Q: What should I do if I have sensitive skin or allergies?
A: If you have sensitive skin, metal allergies, or other concerns, please review the product details carefully before purchase. Discontinue use immediately if irritation, redness, itching, or discomfort occurs.
6. Customer Support
Q: How can I contact customer support?
A: You can reach us through the following contact methods:
- Email: hello@eoela.com
- Global Support Line Phone: +1 302 662 2135
- WhatsApp: +1 302 662 2135
You may also contact us by submitting the contact form on our Contact Us page.
Q: What are your customer service hours?
A: Our customer support team is available Monday – Sunday. We aim to respond to all inquiries within 12 hours. Response times may vary during weekends, public holidays, or periods of high order volume.
Q: What should I include when contacting support about an order?
A: For order-related inquiries, please include your order number, the email address used at checkout, and a brief description of your question or issue. This helps us assist you more efficiently.
Q: Can I make wholesale, collaboration, or partnership inquiries?
A: Yes. For wholesale, collaboration, press, or partnership inquiries, please contact us at hello@eoela.com, and our team will review your request.