At ELEND SHOP, we are dedicated to providing high-quality home furnishings and ensuring a seamless shopping experience from your doorstep to your living space. We understand the importance of clarity when it comes to shipping and our returns process. Please review our policy below.
Shipping Information
We are thrilled to deliver our products globally (excluding Asia and a few remote regions). Here’s what you can expect after placing your order:
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a notification email once your order has been shipped.
Shipping Methods & Delivery Times
We offer two reliable shipping options to meet your needs:
| Shipping Method | Carrier | Cost | Estimated Delivery Time* |
|---|---|---|---|
| Standard Shipping | DHL or FedEx | £12.95 | 10-15 business days after dispatch |
| Free Shipping | EMS | Free on orders over £50 | 15-25 business days after dispatch |
*Delivery times are estimates and may vary due to factors beyond our control, such as customs processing.
Our Returns & Exchange Policy
Your satisfaction is our priority. We offer a 15-day return policy from the date you receive your items.
Eligibility Criteria
To be eligible for a return or exchange, your item must be:
- Unused and in the same condition as received.
- In its original packaging with all tags, parts, and accessories.
- Accompanied by the original receipt or proof of purchase.
⚠️ Important: Non-Returnable Items
To ensure the health and safety of all our customers, we cannot accept returns or exchanges on the following items unless they are faulty or we have made an error:
- Opened or used products from the Baking, Cook And Dine, Cooking, and Dining And Tableware categories due to hygiene reasons.
- Custom-made or personalised items.
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.
Step-by-Step Return/Exchange Process
- Contact Us: Within 15 days of receiving your order, email us at [email protected] with your order number and product details.
- Wait for Instructions: Our customer service team will respond within 2 business days with a Returns Authorisation (RA) number and the shipping address. Do not send anything back without this number.
- Pack and Ship: Securely pack the item in its original packaging and ship it to the provided address. We strongly recommend using a tracked shipping service for your protection.
- Inspection and Processing: Once we receive and inspect the returned item, we will notify you via email about the approval or rejection of your refund or exchange.
Return Shipping Costs
The customer is responsible for the cost of return shipping unless the item arrived damaged, was defective, or we sent the incorrect item. In those cases, we will provide a pre-paid shipping label.
Refunds
If your return is approved, your refund will be processed to the original method of payment. Please allow:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days for the refund to appear on your statement after processing.
- PayPal: 3-5 business days for the refund to appear in your PayPal account.
You will receive an email confirmation once the refund has been issued.
Exchanges
We are happy to exchange an item for a different colour or size, subject to availability. The process is the same as for a return. Once we receive your returned item, we will ship the new item to you. Standard or free shipping charges will apply for the new item sent to you.
Need Help?
We are committed to ensuring your experience with ELEND SHOP is positive. If you have any questions about our returns policy or need assistance, please don’t hesitate to contact our friendly team at [email protected].
The ELEND SHOP Team
45 Free School Ln, Cambridge, GB CB7T 1QX