Shipping Policy
How and when your order reaches you, and what happens if something goes wrong on the way.
Where we deliver
We deliver to addresses in the United Kingdom only — England, Scotland, Wales and Northern Ireland. We do not currently ship anywhere else. If you place an order to an address outside the UK we will contact you and refund it in full.
Dispatch and delivery times
Orders are dispatched within 1 to 3 working days of being placed.
The delivery times above are counted from the day your order is dispatched, not from the day you place it. So a Free Delivery order typically reaches you between four and ten working days after you order.
Working days are Monday to Friday. Weekends and bank holidays are not counted, by us or by the carrier.
Delivery times are estimates based on how long orders normally take. They are not guaranteed dates, and the carrier can occasionally be slower than usual.
What you pay
The price you see at checkout is the final price. There is nothing further to pay when your parcel arrives — no handling fee, no customs charge, no fee at the door. If anyone ever asks you to pay something on delivery of an Elmwell order, do not pay it, and message us straight away.
Free Delivery costs nothing on every order, with no minimum spend. Express Delivery costs £5.87 and is chosen at checkout.
Tracking
Every order is tracked. As soon as yours is dispatched we email you a tracking number and a link.
If that email has not arrived within three working days of ordering, check your junk folder first, then message us. We will resend it.
If your address is wrong
Please check your address carefully before you order, including the postcode and the house or flat number.
If you spot a mistake, message us immediately. While your order is still with us we can change it. Once it has been dispatched we cannot, and the parcel will go wherever the label says. If it comes back to the carrier as undeliverable we will refund you.
If you are not at home
Our parcels are small enough to go through most letterboxes. If yours will not fit, the carrier will either leave it in a safe place, leave it with a neighbour, or post a card telling you how to rearrange delivery or where to collect it.
If your parcel is late or lost
If your delivery window has passed and nothing has turned up, send us your order number. We will chase the carrier on your behalf — you do not have to do that yourself.
If the parcel has genuinely gone missing, we send a replacement or refund you in full, whichever you prefer. The risk of anything happening in transit is ours, not yours.
Delays outside our control
Very occasionally something holds a parcel up that neither we nor the carrier can do anything about — severe weather, strike action, or a problem at a sorting centre. When that happens we will tell you what we know and keep you updated. Your guarantee period does not start until your order actually reaches you.
Questions about your delivery
Send us your order number and we will look it up. We reply within one working day.