Shipping policy

Shipping Policy

Last updated: 29 June 2026

This Shipping Policy explains how shipping and delivery works when you place an order with Elvya.

Please read this policy carefully before placing an order. By placing an order with us, you agree to the shipping terms set out below.

1. Contact Details

If you have any questions about shipping or delivery, you can contact us at:

Elvya
128 City Road
London
EC1V 2NX
United Kingdom

Email: Hello@Elvya.co.uk

2. Order Processing Times

We aim to process orders as quickly as possible.

Orders are usually processed within 3–5 business days after payment has been received.

Orders are processed Monday to Friday, excluding UK bank holidays. Orders placed on weekends or UK bank holidays will usually be processed on the next business day.

During busy periods, sales, product launches or seasonal events, processing times may be slightly longer.

3. Delivery Times

Estimated delivery times will be shown at checkout where available.

Our usual estimated delivery times are:

UK Standard Delivery: 2–7 business days after dispatch
UK Express Delivery: 1-3 business days after dispatch
International Delivery: 14 business days after dispatch

Delivery times are estimates only and are not guaranteed unless we expressly state that a delivery service is guaranteed.

Unless we agree a different delivery timeframe with you, we will deliver your order within 30 days of accepting it.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout before you complete your order.

Shipping costs may vary depending on:

your delivery address;
the delivery method selected;
the size, weight or value of your order;
any promotions or free-shipping offers available at the time.

If we offer free shipping, the terms of that offer will be displayed on our website or at checkout.

5. Delivery Address

You are responsible for providing a complete and accurate delivery address at checkout.

Please check your delivery details carefully before placing your order. We are not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information provided by you.

If you notice an error in your delivery address after placing an order, please contact us as soon as possible at Hello@Elvya.co.uk. We will do our best to help, but we cannot guarantee that we will be able to change the delivery address once the order has been processed or dispatched.

6. Delivery Delays

We work hard to ensure your order arrives on time, but delays may occasionally occur.

Delivery may be delayed due to:

courier or postal delays;
severe weather;
customs checks;
incorrect or incomplete delivery information;
high order volumes;
events outside our reasonable control.

If your order is significantly delayed, please contact us at Hello@Elvya.co.uk and we will investigate.

7. Lost or Missing Orders

If your order has not arrived within the estimated delivery timeframe, please contact us at Hello@Elvya.co.uk with your order number and delivery details.

We may ask you to check with your local delivery office, neighbours, household members, building reception or safe place location before we raise an investigation with the courier.

If your order is confirmed as lost in transit, we will offer an appropriate solution, which may include a replacement or refund, depending on the circumstances and stock availability.

8. Damaged Orders

If your order arrives damaged, please contact us as soon as possible at Hello@Elvya.co.uk.

Please include:

your order number;
a description of the damage;
clear photos of the damaged item;
clear photos of the packaging.

Please keep the damaged item and packaging until we have reviewed the issue, as this may be needed for courier claims or inspection.

If the item is confirmed to have arrived damaged, we will offer the remedy required by law, which may include a replacement, repair or refund.

9. Risk and Delivery

Risk in the goods passes to you when the goods are delivered to you, or to a person identified by you to receive them.

This means we remain responsible for the goods until they are delivered to the delivery address you provided, or to a person you authorised to receive them.

10. Failed Deliveries and Uncollected Parcels

If delivery is attempted and you are unavailable, the courier may leave instructions for rearranging delivery or collecting the parcel.

It is your responsibility to follow the courier’s instructions within the required timeframe.

If a parcel is returned to us because it was not collected, delivery was refused, or the delivery address was incorrect or incomplete, we may contact you to arrange redelivery. Additional delivery charges may apply, unless the issue was caused by us or the courier.

If we are unable to contact you or rearrange delivery, we may cancel the order and refund you, excluding any delivery costs we are legally permitted to deduct.

11. International Shipping

We currently ship to: The United Kingdom only.

If international shipping is available, your order may be subject to customs duties, import taxes, brokerage fees or other charges when it reaches the destination country.

These charges are set by the destination country and are the responsibility of the customer, unless we state otherwise at checkout.

We are not responsible for delays caused by customs checks or import procedures.

12. Customs, Duties and Import Taxes

For deliveries outside the United Kingdom, you are responsible for checking whether any customs duties, taxes, restrictions or import requirements apply before placing your order.

If you refuse to pay customs duties, taxes or import fees and the parcel is returned to us, we may refund you for the cost of the goods once the parcel has been received back by us, excluding any shipping costs, customs charges, courier charges or other costs we are legally permitted to deduct.

13. Order Tracking

Where tracking is available, we will provide tracking information by email once your order has been dispatched.

Tracking updates are provided by the courier and may take time to update after dispatch.

14. Changes to This Shipping Policy

We may update this Shipping Policy from time to time. The latest version will always be available on our website.

Changes will not affect orders that have already been accepted unless the change is required by law or you agree to the change.

15. Contact Us

For shipping questions, delivery issues or missing parcels, please contact us at: