Shipping policy

SHIPPING POLICY

Order Processing

All ELHÉ pieces are prepared and packed with care. Please allow up to 2 business days for your order to be processed before dispatch.

Business days are Monday to Friday, excluding UK bank holidays. During launches and particularly busy periods, processing may take slightly longer. If there is a significant delay, we will contact you using the email address provided with your order.

UK Delivery

Available delivery options and prices will be displayed at checkout.

Once dispatched, UK orders will usually arrive within the estimated timeframe shown for the selected delivery service. Delivery estimates begin from the date of dispatch, not the date the order was placed.

Please note that delivery timeframes are estimates and cannot be guaranteed. Delays caused by the courier are outside our direct control.

Tracking

Where tracking is included with your selected delivery service, you will receive your tracking information by email once your order has been dispatched.

Please allow up to 24 hours for tracking information to update after receiving your dispatch confirmation.

International Delivery

International delivery options, where available, will be displayed at checkout.

International customers are responsible for any customs duties, import taxes or additional fees charged by the destination country. These charges are not included in the product or delivery price and are outside ELHÉ’s control.

International delivery times may vary due to customs processing and local courier services.

Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error in your address, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been placed.

If an order has already been dispatched, we cannot redirect it. If a parcel is returned to us because an incorrect or incomplete address was provided, the customer may be required to pay the cost of redelivery.

Lost, Delayed or Damaged Parcels

If your tracking information has not updated or your parcel has not arrived within the courier’s expected timeframe, please contact us so we can investigate.

A parcel must be confirmed as lost by the courier before a replacement or refund can be issued.

If your order arrives damaged, please contact us within 2 business days of delivery and include:

  • Your order number

  • Clear photographs of the parcel and packaging

  • Clear photographs of the damaged item

Please keep all packaging until the issue has been resolved, as the courier may require it as evidence.

Delivery Confirmation

Where courier tracking confirms that an order has been delivered to the address provided at checkout, ELHÉ is not responsible for parcels that are subsequently lost or stolen. However, please contact us and we will assist with raising an investigation where possible.

Custom and Made-to-Order Pieces

Custom and made-to-order pieces may have different processing times. The expected timeframe will be stated on the relevant product page or agreed with you before work begins.

Processing times for custom pieces are separate from delivery times.

Separate Deliveries

If an order contains multiple items, they may occasionally be dispatched separately. You will receive the relevant delivery information for each parcel.

Contact

If you have any questions about the delivery of your order, please contact us at support@elhe.co.uk and include your order number.