Delivery & Refunds
The Elis and John Store is registered for IOSS. This means that your order includes the VAT which we send back to Europe, so there should be no VAT charges due to you when the order arrives with you.
There should be no additional charges relating to your order.
How long will it take to receive my order?
We use Royal Mail as our selected courier for all orders placed through the store.
UK orders usually arrive within 5-7 working days but can take up to 14 days from order confirmation.
Online delivery confirmation shows you when your item has been delivered or attempted to be delivered.
This isn't a tracked service. Information will only be available online at the point Royal Mail try to - or successfully - deliver your item.
International orders usually arrive within 10 working days but can take up to 20 working days from order confirmation. This isn't a tracked service.
Order modifications and cancellations must be requested before 5.30 pm on the day of purchase to ensure that your request is received before your order is fulfilled.
Can I return my order? Will I get a refund?
To be eligible for a return, please contact the customer services team by emailing email@example.com within 30 days of receiving your order and include the following -
- Order number
- Reason for return
- Email address used when placing the order
The item must be unused and in the same condition that you received it. It must also be in the original packaging.
A credit will automatically be applied to your credit card or original method of payment, within 5 working days.
You will be responsible for paying for your own shipping costs for returning your item so it's important to keep proof of postage. Delivery costs are non-refundable (this does not apply for faulty items where a full refund will be issued).
Returns can take up to 28 days to be processed so please bear this in mind before contacting firstname.lastname@example.org
Can I exchange my order?
Unfortunately, we are unable to exchange items ordered through the store. Please follow the above Returns Procedure so that we can arrange a refund for the unwanted item(s).
I have received a wrong/faulty/damaged order?
Please contact email@example.com detailing the issue along with a photo of the item(s) and include your name, order number and email address. We will respond within 48 hours.