ORDER FAQs

Couriers are busier than usual due to the rise in online shopping and restrictions placed on their warehouses during the COVID pandemic. Considering this, UK orders could take an extra 3 working days to arrive, EU an extra 7 working days and ROW an extra 10 working days to arrive. Please be mindful of this during COVID peaks and lockdowns in your local area.

As COVID restrictions have eased in the UK, orders have been arriving in the standard timeframe of 3-4 days for UK Standard and 1-2 days for UK Next Day.

Working together with our courier, we aim to deliver your parcel in the standard timeframes mentioned above. If your order hasn’t arrived, or is taking longer than you were expecting, please contact us on info@eliaessentials.com.

Please check your spam or junk folder as sometimes the confirmation emails do end up here! If you’ve checked these folders and still haven’t found your order confirmation, please email the customer service team on info@eliaessentials.com with your full name and we will look into this for you.

You can purchase your Elia Essentials using a debit or credit card, Apple Pay, and Google Pay. We will soon be making gift cards available on the website that you can pay with too. Happy shopping!

We only support GBP for items and delivery fees. For international orders, please note your bank and payment method may apply a conversion rate to the currency you choose to pay in as well as additional processing fees.

Yes, we accept returns within 14 days of receiving your items in the following circumstances:

• The item has been purchased on the ELIA ESSENTIALS website

• The item is returned in its original condition, unworn

• The item is safely packed to avoid damage in transit and contains your returns sheet

We will refund your full return, minus initial shipping fees.

Please email info@eliaessentials.com with your order number for our returns address.

Exceptions

Your hygiene and safety is of the upmost importance to us, so certain items cannot be returned for refunds including:

- Scrunchies

If there is a problem with your scrunchie upon receiving your order, please email info@eliaessentials.com with a picture and brief description of the fault and we will endeavour to fix your problem.

We do not offer free returns. Please purchase your returns label using the courier of your choice. We recommend getting proof of postage and tracked returns where possible.

Your refund will take 7-10 working days to be processed after being received at our warehouse.