Shipping policy

Thank you for shopping with ELYORA™.

This Shipping Policy explains how orders placed through our online store are processed, dispatched and delivered.

1. Order Processing

Orders are normally processed within:

1–3 business days

Business days are Monday to Friday, excluding UK bank holidays.

Processing time begins after your order and payment have been successfully confirmed. Orders placed during weekends, bank holidays, sales or periods of high demand may take slightly longer to process.

Processing time is separate from delivery time.

2. Estimated Delivery Time

After your order has been dispatched, estimated delivery normally takes:

5–10 business days

Delivery times are estimates and cannot always be guaranteed. Delays may occasionally occur because of courier disruption, severe weather, customs inspections, public holidays, high order volumes or other circumstances outside our reasonable control.

Unless a different delivery period has been agreed with the customer, UK online orders must generally be delivered within 30 days.

3. Shipping Destinations

We currently deliver to the countries and regions available during checkout.

If your country, region or postcode cannot be selected at checkout, we may not currently be able to deliver to that location.

Available delivery destinations may change as our fulfilment network develops.

4. Shipping Charges

Any applicable shipping charge will be displayed during checkout before you complete payment.

Where free shipping is advertised, it will apply only to qualifying orders, products, destinations or promotional periods.

5. Tracked Shipping

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where tracking is available.

Please allow a few business days for the first tracking update to appear. A parcel may already be moving through the delivery network before the tracking page updates.

Tracking updates are provided by the courier and may not always appear in real time.

6. Fulfilment Partners

Some ELYORA™ orders may be prepared and shipped directly by one of our fulfilment partners.

Your parcel may therefore be dispatched from a fulfilment centre outside the United Kingdom.

ELYORA™ remains your point of contact for questions relating to your order, delivery, replacement or refund.

7. Orders Containing Multiple Items

Orders containing multiple products, accessories, slides or promotional gifts may occasionally be shipped in separate parcels.

Separate parcels may:

  • arrive on different days;
  • have separate tracking numbers;
  • be dispatched from different fulfilment centres.

You will not be charged an additional shipping fee simply because we divide your order into more than one parcel.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Before completing checkout, please check:

  • the recipient’s full name;
  • house or flat number;
  • street name;
  • postcode;
  • city;
  • country;
  • telephone number;
  • email address.

Contact us immediately at elyoradesign@gmail.com@gmail.com if you notice an error.

We will try to correct the address, but changes cannot be guaranteed once an order has entered processing or has been dispatched.

If an order is returned because the customer provided an incomplete or incorrect address, an additional delivery charge may be required before the parcel can be sent again.

9. Changing or Cancelling an Order

Contact us as soon as possible if you need to change or cancel your order.

We may be able to make changes before the order enters fulfilment. Once processing or dispatch has begun, we may no longer be able to:

  • change the delivery address;
  • change the selected bundle;
  • cancel the shipment;
  • redirect the parcel.

If the order has already been dispatched, you may need to wait for delivery and then follow our return procedure.

10. Delivery Delays

If your order has not arrived within the estimated delivery period, check your tracking information first.

If tracking has not updated for more than 7 business days, contact us at:

elyoradesign@gmail.com

Include your order number and the email address used when placing the order.

We will investigate the delivery with the courier or fulfilment provider. ELYORA™, rather than the courier, remains responsible for resolving qualifying delivery problems with the customer. 

11. Order Marked as Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot find it:

  1. Check around the delivery location and any designated safe place.
  2. Ask other members of your household.
  3. Check with immediate neighbours or building reception.
  4. Review any courier photograph or delivery message.
  5. Allow up to 24 hours in case tracking was updated shortly before delivery.

If the parcel still cannot be located, contact us promptly at elyoradesign@gmail.com

12. Lost Parcels

A temporary pause in tracking does not automatically mean that a parcel has been lost.

Where the courier or fulfilment partner confirms that an order has been lost in transit, we will provide an appropriate solution, which may include:

  • sending a replacement;
  • issuing a refund;
  • providing another remedy required under applicable consumer law.

We may need to complete a courier investigation before confirming that the parcel has been lost.

13. Damaged Orders

If your order arrives damaged, contact us as soon as reasonably possible at:

elyoradesign@gmail.com

Please include:

  • your order number;
  • photographs of the external packaging;
  • photographs of the damaged item;
  • a photograph of the shipping label;
  • a brief description of the damage.

Keep the product and packaging until we have reviewed the issue, as the courier or fulfilment provider may request additional evidence.

A request to report damage promptly helps us investigate the delivery and does not remove your statutory consumer rights.

14. Incorrect or Missing Items

If you receive the wrong product, the wrong bundle or an order with missing components, contact us and provide:

  • your order number;
  • a photograph of everything received;
  • a photograph of the parcel label;
  • details of the incorrect or missing item.

Once the issue has been reviewed, we will arrange an appropriate replacement, refund or other solution.

15. Customs and Import Charges

Depending on your delivery country and the location of the fulfilment centre, international orders may be subject to customs procedures, import taxes or local handling charges.

Where possible, applicable charges will be displayed or communicated during checkout.

ELYORA™ does not control customs-processing times or charges imposed by local authorities.

16. Refused or Unclaimed Deliveries

If a parcel is refused, left unclaimed or returned because delivery could not be completed, contact us after tracking shows that the parcel is being returned.

Depending on the circumstances, we may:

  • arrange redelivery;
  • issue an eligible refund;
  • deduct reasonable delivery or return costs where permitted by law.

This does not reduce your rights where a product is faulty, damaged, incorrect or not as described.

17. Responsibility for the Order

ELYORA™ remains responsible for the order until it is delivered to:

  • you;
  • a person identified by you to receive it;
  • an agreed safe location authorised by you.

Responsibility may transfer differently where the customer independently selects a carrier that was not offered by ELYORA™. 

18. Contact Us

For questions about shipping, tracking or delivery, contact:

ELYORA™
Email: elyoradesign@gmail.com

Please include your order number so we can assist you more quickly.