FAQ
Frequently Asked Questions
Below you’ll find helpful information about payments, shipping, order updates, and after-sales support.
If your question is not covered here, please contact our customer support team at support@eighluane.com. To help us locate your purchase quickly, include both your order number and the email address used at checkout.
Ordering and Payment
How can I use a promotional or discount code?
You can enter an eligible discount code during the checkout process.
Follow these steps:
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Choose the product you would like to order and select Add to Cart.
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Open your cart and continue to the secure checkout page.
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Select your preferred payment option, including PayPal or an available debit or credit card.
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Enter the promotional code in the discount field before completing payment.
On a mobile device:
Tap Show order summary to display the discount-code box.
On a desktop computer:
The discount-code field will normally appear in the order-summary section on the right-hand side of the checkout page.
Once the code has been accepted, the applicable discount will appear in your order total. You may then complete the transaction using PayPal or your debit or credit card.
Which payment options are available?
Eighluane supports a variety of secure payment methods, which may include:
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PayPal
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Visa
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Mastercard
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American Express
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Diners Club
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Most widely used debit and credit cards
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Apple Pay
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Google Pay
The payment methods displayed at checkout may vary depending on your device, region, browser, and payment eligibility.
What will I be charged for shipping?
Our standard worldwide shipping charge is generally USD $5.99.
The final shipping rate may differ depending on the delivery destination, order details, or any promotional offer available at the time of purchase.
The exact shipping amount will be shown during checkout before you submit payment.
Shipping and Delivery
Does Eighluane deliver internationally?
Yes. We accept orders for delivery to many destinations around the world.
We work with international fulfillment and logistics partners. Where possible, an order may be dispatched from the most suitable available fulfillment location based on the customer’s destination and product availability.
When should I expect my package?
After an order has been processed and handed to the shipping carrier, the estimated delivery period is generally 10–20 business days.
Delivery times are estimates rather than guarantees. Actual transit time may be affected by customs procedures, public holidays, weather, carrier delays, local delivery conditions, or other circumstances outside our reasonable control.
Where can I find my tracking details?
After your package has been dispatched, we will send a shipping-confirmation email containing the available tracking number.
You may enter that number on an international shipment-tracking service, such as 17TRACK, or on the applicable carrier’s tracking page.
Why has my tracking status not changed?
Tracking events may not appear immediately after a shipping label is created.
Please allow approximately 24–48 hours after receiving the dispatch confirmation for the carrier’s system to register and display the first update.
It is also normal for tracking to remain unchanged for several days while a parcel is moving between sorting centers, customs facilities, or regional carrier hubs.
Why did only part of my order arrive?
Orders containing more than one item may be divided into separate shipments.
This can happen when products are stored at different fulfillment facilities or when sending items separately may help avoid unnecessary delays.
Each parcel may have its own tracking number. Separate tracking details will normally be sent to the email address associated with your order.
Changes and Cancellations
Can I correct my delivery address or contact details?
Address, recipient-name, and telephone-number corrections must be requested as soon as possible.
Email support@eighluane.com immediately and use the subject line:
Urgent: Address Change
Please provide:
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Your order number, for example: 071SHOP-112938
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The email address used for the order
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The full corrected recipient name
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The complete corrected shipping address
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The correct telephone number, where applicable
We will make reasonable efforts to update the details when the order has not yet entered processing or fulfillment.
Once a package has been dispatched, we are generally unable to modify its delivery information. In that situation, you may need to contact the shipping carrier directly to ask whether a delivery adjustment is available.
Can I change the product, color, size, or quantity in my order?
Requests to modify ordered items must also be submitted immediately.
Email support@eighluane.com with the subject line:
Urgent: Order Change
Your message should contain:
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Your order number, for example: 071SHOP-112938
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The email address used at checkout
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A clear explanation of the requested change
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The desired product, variation, size, color, or quantity
A modification can only be considered before the order reaches the fulfillment stage. Because orders may move into processing quickly, the available time for making changes can be very limited.
Is it possible to cancel an order?
An order may be eligible for cancellation when it has not yet been dispatched.
Please contact us promptly with your order number and checkout email address. A reasonable processing or handling charge may apply where permitted.
After an order has been shipped, it can no longer be canceled.
Problems After Delivery
What should I do if my product arrives damaged?
We’re sorry that your order arrived in that condition.
Please email support@eighluane.com and include:
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Your order number
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The email address used to place the order
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Clear photographs or a short video showing the damage
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A photograph of the shipping label attached to the parcel
Providing complete evidence helps our support team review the issue and determine the appropriate next step.
What should I do if a product appears defective?
We take product-quality concerns seriously.
Contact support@eighluane.com and provide:
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Your order number
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Your checkout email address
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A detailed description of the suspected defect or quality issue
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Clear photographs or a short video showing the problem
Our customer support team will review the information and assist you according to the applicable store policy.
What if I received an incorrect product or an item is missing?
Please contact us so we can investigate the packing or fulfillment error.
Send an email to support@eighluane.com containing:
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Your order number
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The email address used for the purchase
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The name or description of the missing item
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A photograph or video of the incorrect item, when applicable
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A photograph of the items and packaging you received
When several packages were sent separately, please check all available tracking numbers before reporting an item as missing.
Account and Email Notifications
Why haven’t I received an order-confirmation email?
Begin by checking your spam, junk, promotions, or other filtered email folders.
You should also confirm that the email address entered during checkout was correct.
If the confirmation still cannot be found, email support@eighluane.com from the address you believe was used for the purchase. Our team will try to locate the order and resend the confirmation where possible.
When will my tracking number be sent?
Tracking information is typically issued within 1–2 business days after the order has been processed for shipment.
If more time has passed, first check your spam or junk folders. You may then contact our support team with your order number and checkout email address for assistance.