Delivery & Returns
Everything below in plain English. If anything is still unclear, message us — we would rather answer a question than have you guess.
Delivery
We deliver across the United Kingdom. There are two options at checkout.
Orders are dispatched within 1 to 3 working days. The delivery times above start from the day your order leaves us, not the day you place it.
Working days are Monday to Friday. Weekends and bank holidays are not counted.
Tracking your order
As soon as your order is dispatched we email you a tracking number. If that email has not arrived within three working days of ordering, message us and we will look into it.
If your delivery window has passed and nothing has turned up, send us your order number and we will chase the carrier for you. If the parcel has genuinely gone missing, we send a replacement or refund you in full. You are never left out of pocket for something that happened in transit.
If your order arrives damaged
Send us a photograph of the item along with your order number, within 30 days of receiving it. We will send a replacement or refund you in full — whichever you prefer.
You will not be charged, and you do not need to post anything back to us. This covers anything that arrives broken, faulty, or not as described on the product page.
Every Elmwell product comes with 60 days to try it properly — 60 days of wearing it, not 60 days of keeping it in the box.
If it has not helped, tell us within 60 days of receiving your order and we will refund you in full. There is no form to fill in and you do not need to give us a reason.
And you keep the product. We do not ask you to post it back, and we do not charge you return postage. Message us, and the refund is on its way.
What the guarantee does not cover
The 60 days exist so you can find out whether a product works for you. They are not cover for damage caused after it reaches you.
We cannot refund an item that has been damaged in use — cut, torn, put through a washing machine, dried on a radiator, or altered. Nor can we accept a claim once the 60 days have passed.
None of this affects your legal rights. If an item was faulty, damaged or not as described when it reached you, you are covered under the Consumer Rights Act 2015 regardless of anything written above.
How to start a return
Message us on WhatsApp or send an email with your order number and tell us what has happened. We will reply within one working day and sort it out. No hoops to jump through.