Support

Quick Start Guide

For a comprehensive guide on getting started with your Electrolama radio stick, please visit our beginner-friendly Quick Start Guide. This short guide covers all the steps required to get you up and running with the common Home Automation software use case.

 

FAQ and Troubleshooting

Frequently asked questions are answered on our FAQ page, along with troubleshooting suggestions for the most common issues. These pages are maintained and updated regularly.

 

Product Documentation

Individual detailed product documentation can be found on the following links:

 

Technical Support

Given the application dependent nature of our products, and the many variables that might exist in a deployment scenario, we can only provide limited after-sales support for our products. We can help you flash firmware or install drivers for supported operating systems but we can’t help you fix your Zigbee network range issues or offer specific software support.

You will find answers to most technical support questions in the FAQs or the Quick Start guide, these pages are maintained and updated regularly.

If you haven’t found an answer and would still like to get in touch with us, please send an email to support@electrolama.com. If this is a query regarding a product purchase, please include the order number in the email.

Please note that we do not monitor Github issues or third party forums for customer support.

 

Order and Shipping queries

Shipping updates 04/01:

  • 🇪🇸 Spain shipments temporarily suspended due to problems with Correos. We are investigating alternative shipping options.
  • 🇮🇹 Serious IT problems reported by Poste Italiane, severe delays are being experienced in processing postal items arriving from outside the EU. We are still shipping to Italy but please be advised that your package might be delayed.

We ship orders every Monday, Wednesday and Friday except for UK public holidays. This means that all orders are shipped within 2-3 days.

Cut-off for shipping days is 14:00 GMT. If you place an order after 14:00 GMT on a Friday, your order will be shipped the following Monday.

You will receive an email from Shopify containing your tracking number when your order is shipped. Please check your Spam or any other automated inbox folders for this confirmation email.

If you have chosen the standard postal service (Royal Mail), please be aware we do not have access to any more tracking information than what is also available to you on the Royal Mail tracking website. If there are no updates on the tracker for more than 21 working days, please get in touch with us and we will either send a replacement or issue a full refund.

If you need assistance with your order, please send an email to support@electrolama.com and include your order number in the message.

 

Taxes

If you need a VAT invoice for your purchase, please send us an email with your order number to support@electrolama.com.

🇬🇧 For our UK customers

UK VAT is charged at a standard rate of 20% to all our customers in the UK.

🇪🇺 For our EU customers

We are registered for the IOSS scheme.

For orders under €150

We are registered with the IOSS in the EU, which means that for any order with a value of €150 or less before shipping we will now collect VAT when you place your order as part of the checkout process. You should not have to pay VAT upon delivery. This is a new and complex system, please get in touch with us at support@electrolama.com if you have been charged VAT upon receipt of your package. 

Local customs and handling fees may still apply upon the delivery of your package, depending on the country you're buying from. Please check your local laws/regulations if you are not sure about these before placing your order.


For orders over €150
Orders over the value of €150 are liable for customs duty which is not covered by IOSS (a VAT system). For orders over €150, VAT will not be charged on our store and import VAT may still need to be collected by the courier.

Local customs, VAT and handling fees may apply upon the delivery of your package. Please check your local laws/regulations if you are not sure about these before placing your order.


🌎 Customers outside UK and EU

For orders shipping outside the UK & EU, VAT will not be charged on our store and import VAT may still need to be collected by the courier. Local taxes and other import/handling fees may also be applied when your order is delivered by your local postal service or courier of your choice. Please check your local laws/regulations if you are not sure about these before placing your order.