Covid-19 update: Our shop is still open | Please note delivery time may be longer

FAQs

SHIPPING AND DELIVERY
Where do you ship to ?
We ship both nationally within the UK and internationally to Europe and North America (USA and Canada). If you are not sure whether we deliver direct to your country, please send us an email at info.eliyashop@gmail.com with your enquiry and we’ll get back to you as soon as possible. 

How long does it take to ship my order ?
We aim to ship your order within 48 hours. You will receive an email confirmation with your tracking number once shipped.

Has my order been dispatched ?
After you have placed an order, an email will confirm receipt of your payment. Once your order has been processed, the parcel will leave our warehouse and you will be informed by email.

What delivery service is used ?
Domestic orders within the UK will be sent via Royal Mail Tracked 48. International orders will typically take 5 to 7 working days, they are sent via Royal Mail Tracked & Signed.

When will my order arrive ?
Please note that the majority of orders are delivered within the specified time frame, however, in some cases they may get delayed at your local post office or your countries customs office.
48h for UK
5-7 working days for Europe
7-10 working days for North America 

I have not received my order, what happens next ?
We are constantly striving to provide the best level of customer satisfaction with both the product we offer, and the service we deliver. However, if you have not received your parcel, please contact the Eliya shop customer service team via email at info.eliyashop@gmail.com. We will endeavour to establish the problem and deal with your enquiry as a matter of urgency.

 

My order was returned to sender, what happens next ?

We're not responsible if a package has been unclaimed, mis-delivered because incorrect (or incomplete) address information and returned to us. If an order is returned to us by the post office we will contact you once the order arrives back to our facility. 

If the order was returned due to incorrect or incomplete information, or because you've moved, please be advised that you will be responsible for any applicable reshipping costs. 

In the event you request a refund for the returned package, please be aware that your refund will not include the original shipping fees or any incurred from it being returned.

New shipping charges will be applied for orders that have been returned to us. If you need for information, please contact the Eliya shop customer service team via email at info.eliyashop@gmail.com.


Do I have to pay customs fees ?
Please contact your local customs office for more information. Eliya Shop is not liable for any customs or duty fees.

2023 CHRISTMAS DELIVERIES
Plan ahead and place your Christmas order well in advance.
To receive your oder in time for Christmas, the latest orders can be made on:
Wednesday 20th December 2020 for UK
Wednesday 13th December 2020 for EU
Monday 11th December 2020 for North America

RETURNS

RETURNS FOR REFUNDS
 
What is our return policy ?
If you wish to return a product for a full refund, please notify us within 14 days of receipt. The item must be remain in their original packaging, unopened, unused in a saleable and condition will be checked upon arrival at our warehouse. We will be unable to accept any returns found to be compromised in this way.
If you would like to return your products please notify us first by email at info.eliyashop@gmail.com including return + your order number in the subject. Once your email has been received, you will get a reply with further details on how to return your item either for an exchange.

Customers will be responsible for return shipping costs. We recommend using a trackable service and purchasing insurance to ensure that we safely receive your return. Eliya shop will not accept liability for any items that do not reach us securely.
Your payment should be credited back to the original purchaser’s credit card. 
We aim to process all returns within 5 working days of receipt. Please note this may take slightly longer during busy periods. However card refunds may take up to 10 business days for your bank to complete. This depends on their processing time and can vary greatly between card issuers.

We do not offer refund on sale items.
 
RETURNS FOR EXCHANGES
We are very sorry but at this time we do not accept exchanges.

CANCELLATIONS

Can I cancel my order after I've placed it ?
If you wish to cancel an order please email us at info.eliyashop@gmail.com with your cancellation request. Once the order has been shipped, it won't be possible to cancel it. However, you may send the products back for a refund as long as they are unused and unopened.
Unfortunately during busy periods such as (e.g Christmas or sales), we are not able to cancel orders as they are processed promptly.