Shipping Policy

Last updated: 5 October 2026

Delivery is free. On every order, with no minimum spend, no hidden fees and no surcharge at checkout. The price on the product page includes VAT and is the price you pay.

We deliver to the United Kingdom only. England, Scotland, Wales and Northern Ireland.

How long it takes.

  • Processing: 1 to 3 working days (Monday to Friday, excluding UK bank holidays). Orders placed before 5pm UK time on a working day begin processing the same day.
  • Transit: 8 to 10 working days.
  • In total: no later than 13 working days after your order, and in any event within 30 days.

Delivery times are estimates; bank holidays, carrier disruption and severe weather can occasionally add a few days. Every item is quality-checked before dispatch. If your order has not arrived within 30 days, you may cancel and receive a full refund.

No import charges, ever. Any import VAT, customs duty and courier handling fees are included in the price you pay; the amount at checkout is the final amount. Should a carrier nonetheless ask you to pay on delivery, contact us at info@eliza-london.com and we reimburse the charge in full. If a parcel comes back to us because you refused such a charge, we refund you in full.

Tracking. Once your order ships you receive an email with your tracking number. No shipping confirmation, a tracking link that does not work, or no update for more than 7 days? Contact us and we will sort it out.

Delayed or lost parcels. If your order has not arrived within the estimated window, contact us and we open an investigation with the carrier straight away. If tracking shows the parcel as delivered but you have not received it, we raise a claim with the carrier. If a parcel is lost in transit, we resend your order or refund you in full, as you prefer.

Parcels damaged in transit. If the parcel is visibly damaged on arrival, you may refuse it; let us know and we take it from there. If it was left while you were out, tell us within 14 days of delivery and send photos of the damage and the packaging; we then agree a replacement, a partial refund or store credit with you. You never pay to return damaged goods, and your rights under the Consumer Rights Act 2015 are unaffected.

Cancelling or changing an order. You can cancel or change your order free of charge within 15 minutes of placing it: email info@eliza-london.com straight away. After 15 minutes the order is in processing and can no longer be changed or cancelled, and the delivery address can no longer be updated. Once your order arrives, you can use your right to cancel as set out in our Return, Cancellation & Refund Policy; contact us first so we can register the return. You may also refuse the delivery, which we treat as a cancellation.

Contact

We respond within 24 hours on working days; weekend messages are handled on Monday.
Email: info@eliza-london.com | Phone: +44 7458 107672
Customer service: Monday to Friday 9am to 5pm, Saturday and Sunday 11am to 4pm (UK time)
Trader: Silvercrest Commerce LLC, 75 E 3rd St, Sheridan, WY 82801, USA. Company number 2026-001913050.