Shipping policy

Last updated: 19 August 2026

At Elan Living, we understand how important it is for customers to receive clear and reliable delivery information.

This policy explains how processing, shipping, tracking and delivery work for orders placed through elanliving.co.

1. Shipping Destination

We currently deliver only within the United Kingdom.

Orders placed with a delivery address outside the United Kingdom cannot currently be accepted.

2. Shipping Costs

We provide free standard shipping on all UK orders, with no minimum spend required.

3. Order Processing

Orders are normally processed within 1–2 business days.

Processing takes place Monday to Friday, excluding UK public holidays.

Orders placed before 12:00 PM UK time on a business day normally begin processing the same day.

Orders placed after 12:00 PM, during weekends or on public holidays will normally begin processing on the next business day.

Processing times may be longer if:

Payment requires additional verification.
The delivery address is incomplete or requires confirmation.
A product is temporarily unavailable.
The order is placed during an unusually busy period.
Circumstances outside our reasonable control affect fulfilment.

We will contact you if additional information is required or a material delay affects your order.

4. Delivery Timeframe

Standard delivery is estimated to take 7–12 business days from dispatch.

When combined with our normal processing period, orders will generally arrive within approximately 8–14 business days after the order is placed.

Business days are Monday to Friday and exclude UK public holidays.

Delivery dates are estimates rather than guarantees. Delivery may occasionally be affected by courier disruption, severe weather, public holidays, unusually busy periods, access restrictions or other circumstances outside our reasonable control.

Your statutory rights, including rights relating to delivery within an agreed or legally required timeframe, remain unaffected.

5. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will send a confirmation email containing available tracking information.

You can also track your order here using your order number and email address.

Tracking information may take up to 48 hours after dispatch to become active or display its first update.

If tracking has not updated for several business days or the estimated delivery period has passed, contact support@elanliving.co.

6. Split Shipments

Orders containing multiple items may occasionally be dispatched in separate parcels.

This can happen where products are stored at different fulfilment locations or are ready for dispatch at different times.

If an order is split into separate shipments:

You will not be charged additional standard shipping fees.
The parcels may arrive on different days.
Separate tracking information may be provided where available.

Receiving only part of an order does not necessarily mean that the remaining items are missing.

7. Delivery Addresses

You are responsible for providing a complete and accurate delivery address when placing an order.

Please check the following information carefully before completing checkout:

Recipient’s full name.
House number or building name.
Street address.
Town or city.
Postcode.
Contact telephone number and email address.

If you notice an error, contact support@elanliving.co as soon as possible.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

If an order cannot be delivered because an incorrect or incomplete address was provided, additional delivery costs may apply before it can be sent again.

8. Delivery Attempts and Access

You are responsible for ensuring that the delivery address can be accessed safely and that someone is available to receive the parcel where required.

Depending on the delivery partner and delivery instructions, a parcel may:

Be left in an authorised safe place.
Be delivered to a neighbour.
Be taken to a collection point.
Be returned to the delivery depot.
Be returned to the sender after unsuccessful delivery attempts.

Please follow the delivery partner’s instructions if a delivery attempt is unsuccessful.

Additional charges may apply if an order must be sent again because delivery could not be completed for reasons within the customer’s control.

9. Responsibility for the Goods

Elan Living remains responsible for the goods until they are delivered into your physical possession or the possession of a person you have identified to receive them.

If you independently appoint a delivery carrier that we did not offer, responsibility may pass when the goods are delivered to that carrier, as permitted by law.

Nothing in this policy limits your statutory consumer rights.

10. Delayed Parcels

If your parcel has not arrived within the estimated delivery period, please:

Check the tracking information for the latest update.
Check whether the delivery partner has left a card, email or text message.
Check any authorised safe place or collection point.
Check whether another member of your household or a neighbour accepted the parcel.
Contact support@elanliving.co if the parcel still cannot be located.

We will work with the delivery partner to investigate.

Courier investigations may take several business days. We will keep you informed and, where appropriate, arrange a replacement or refund.

11. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it:

Check the delivery address shown on your order.
Check around the property and any nominated safe place.
Ask members of your household and immediate neighbours.
Review any delivery photograph or location information supplied by the carrier.
Contact us if the parcel remains missing.

We will raise an investigation with the delivery partner where appropriate.

Please report the issue as soon as reasonably possible so that delivery records and evidence remain available.

12. Damaged Parcels or Products

Please inspect your order after delivery.

If the parcel or product arrives damaged, contact support@elanliving.co as soon as reasonably possible.

Please provide:

Your order number.
A description of the damage.
Photographs of the product.
Photographs of the outer and internal packaging where available.
Photographs of the shipping label where available.

Keeping the product and packaging while we assess the issue may help us investigate with the delivery partner.

Photographs help us resolve claims more quickly, but an inability to provide them does not automatically remove your statutory rights.

Depending on the circumstances, we may arrange a replacement, repair, collection or refund in accordance with our Refund Policy and applicable consumer law.

13. Lost Parcels

A parcel may need to be investigated by the delivery partner before it can be formally treated as lost.

If tracking has stopped updating or the parcel has not arrived within the expected timeframe, contact us so we can begin an investigation.

Where the delivery partner confirms that a parcel is lost, or where it is otherwise appropriate under your statutory rights, we will arrange a replacement or refund.

You will not be required to resolve a lost-parcel claim directly with a delivery partner we appointed, although we may ask you for reasonable information to support the investigation.

14. Refused and Uncollected Deliveries

If an order is refused, not collected from a collection point or returned after unsuccessful delivery attempts, it will be handled in accordance with our Refund Policy.

Any refund may be issued after the goods have been returned and inspected.

Where permitted by law, reasonable costs caused by an avoidable failed delivery or unauthorised refusal may be deducted from a voluntary refund.

This does not affect your statutory cancellation rights or your rights where an item is faulty, damaged, incorrect or not as described.

15. Order Changes and Cancellations

If you wish to change or cancel an order, contact support@elanliving.co as soon as possible.

We cannot guarantee that changes or cancellations can be made after processing has started.

If the order has already been dispatched, you may need to receive it and follow the returns process.

For information about cancellations and returns, read our Refund Policy.

16. Returns

Returns must be requested before an item is sent back.

Do not send an item to our business correspondence address unless we have specifically instructed you to do so.

For full information about return eligibility, return postage, damaged items and refunds, please read our Refund Policy.

17. Contact Us

For questions about processing, shipping, tracking or delivery, contact:

Elan Living
Elms Farm, Viking Business Park
2 Caxton Road
Bedford
MK41 0LF
United Kingdom

Email: support@elanliving.co
Telephone: +44 7864 887911

We aim to respond to all enquiries within 24–48 hours.