Welcome to the EdenStore Help Centre. We've compiled answers to our most frequently asked questions to make your shopping experience as smooth as possible. Can't find what you're looking for? Contact our support team — we're always happy to help.
📦 Orders & Processing
How long does order processing take?
Orders are typically processed within 1–5 business days after placement. Most packages are prepared within 24 hours, though during peak periods processing may take up to 5 business days. Our warehouse operates Monday through Friday, excluding public holidays.
Can I change my shipping address after placing an order?
We move fast! Our team can pack and dispatch your order within 24 hours of placement, so address changes aren't always possible. If you've made an error, please contact us immediately with your name and order number and we'll do our very best to update it before it leaves our warehouse. Once dispatched, changes cannot be guaranteed.
Will my order arrive in one package?
Depending on the size and contents of your order, items may be shipped in separate packages. If this happens, they may arrive 1–3 business days apart. You'll receive individual tracking details for each parcel.
What happens if an item I ordered is out of stock?
In the rare event that an item is out of stock or backordered, we'll notify you by email with an estimated restock date. If the item is not expected to be available within 2 weeks, we'll automatically issue a full refund for that item — no action needed on your part.
🚚 Shipping & Delivery
How do I track my order?
Once your order has been dispatched, you'll receive a confirmation email with your tracking number. You can use this to track your parcel via the Track My Order link in our main menu. If you need further assistance, don't hesitate to reach out.
Why isn't my tracking number working?
Tracking numbers may take 24–48 hours to activate after dispatch. For international orders, tracking updates may be limited as some overseas postal systems don't sync with our carrier's platform in real time. Delivery typically takes 7–35 business days after your order has been processed. If your domestic tracking number still isn't working after 48 hours, please contact us so we can investigate.
My tracking says "Delivered" but I haven't received my order. What should I do?
We're sorry to hear this! Once a parcel has been marked as delivered, responsibility passes to the postal carrier. We recommend:
- Checking with neighbours or building management in case it was left with them
- Contacting your local post office with your tracking number
- Reaching out to us at support@edenstore26.com if you still need help
🔄 Returns, Damages & Missing Items
I received a damaged item. What do I do?
We sincerely apologise for the inconvenience. Please contact us as soon as possible with your name, order number, and a photo of the damaged item. Our team will resolve the issue promptly — whether that's a replacement or a full refund.
Something is missing from my order. What should I do?
If any items are missing from your order, please reach out to us within 30 days of delivery via our Contact Us page or by emailing support@edenstore26.com. We'll make it right as quickly as possible.
💬 Customer Support
How quickly will I receive a response?
Our support team responds to all enquiries in the order they are received. You can typically expect a reply within 24–48 hours on business days. For the fastest response, please include your order number and a clear description of your query.
Still have questions? We're here for you. Send us a message and our friendly team will get back to you as soon as possible.
