Delivery & Returns
SHIPPING AND DELIVERY
ORDER PROCESSING
Orders are processed and delivered Monday to Friday, excluding Public Holidays. When items are in stock - and orders are placed Monday to Thursday - we aim to dispatch within 48 hours of payment being cleared. Orders placed on Fridays, Saturdays and Sundays will be processed on the following Monday and dispatched within 48 hours. We currently do not offer a Saturday delivery service.
BUSY PERIODS
During periods when we are receiving high volumes of orders (such as Christmas and Sale periods) dispatch times may be longer. We try our best to process your order as quickly as possible, however we do ask for your patience and state that it may take slightly longer than usual. If you are experiencing delays with an order, please contact our Customer Care from Monday to Friday, 11am - 5pm (UK time) or Email elanzi.boutique@aol.com
DELIVERY LOCATIONS
Please note we cannot deliver to BFPO, PO Box or Freight Forwarding addresses.
UK SHIPPING
Orders placed on a Friday, Saturday, or Sunday will not be shipped until the following Monday.
| Location | Service | Delivery Timings | Carrier | Cost |
|---|---|---|---|---|
| England | Standard | 2-3 working days | DPD | £6 |
| Scotland | Standard | 2-4 working days | DPD | £6 |
| Wales | Standard | 2-4 working days | DPD | £6 |
| Northern Ireland | Standard | 2-4 working days | DPD | £6 |
EUROPE & CHANNEL ISLANDS SHIPPING
Import or duty tax is pre-paid by us on all UK and EU purchases (excluding the Ukraine). There will be no additional fees to be paid by the customer on delivery.
Due to the duty regulations in Ukraine, customers are required by the Ukrainian government to pay import taxes on their orders.
Due to new customs restrictions in Spain for items arriving from the UK, it is now a requirement that a DNI or NEI number is submitted before shipping for customs. Please contact Customer Service for more information. We are working with our delivery partners to minimise delays, but please note order processing times to Spain are currently impacted by this new restriction.
Due to new customs restrictions in Italy for items arriving from the UK, it is now a requirement that you provide identification to Italian customs before your parcel will be released for delivery.
International orders that are outside of the UK and EU may be subject to additional local taxes or duties fees which are not covered in the total cost of your purchase. Additional costs will be payable in cash or cheque on delivery. You will be contacted by your local customs office prior to delivery. ELANZI advises that local taxes may not be refundable to non-UK customers wishing to return items.
Service disruption: Due to the situation in Ukraine our shipping services to both Ukraine and Belarus have been temporarily suspended until further notice. We are sorry for the inconvenience.
Orders placed on a Friday, Saturday or Sunday will not be shipped until the following Monday.
| Location | Service | Delivery Timings | Carrier | Cost |
|---|---|---|---|---|
| Republic of Ireland | Standard | 3-5 working days | DHL | £18 |
| Channel Islands | Standard | 3-5 working days | DHL | £30 |
| Isle of Man | Standard | 3-5 working days | DHL | £16 |
| Europe | Standard | 5-7 working days | DHL | £30 |
CUSTOMS & TAXES
We include the cost of customs and duties costs in your order, so you won't need to pay for these charges upon your orders arrival. Some orders outside the UK and EU may be subject to additional local taxes or duties which are not covered in the total cost of your purchase. Additional costs will be payable in cash or cheque on delivery. You will be contacted by your local customs office prior to delivery. ELANZI advises that local taxes may not be refundable to non-UK customers wishing to return items.
ORDER TRACKING
TRACKING
To check the status of your order, simply navigate to the Account Sign In page or go to the Order History section of your customer account.
ORDER STATUS
Your order will show as being one of the below statuses:
1. Processing: Your order has been received, is visible on our order system and is being processed at our warehouse.
2. Your order has/is about to be dispatched. You will receive a dispatch confirmation email containing your tracking information shortly. You can use this tracking code to track your parcel through the DPD or DHL website, but please allow 4 hours from receipt of the email before doing so.
3. Part shipped: Part of your order has/is about to be dispatched.
4. Refunded: Your order has been refunded. You will receive a refund confirmation email containing the payment reference shortly.
5. Part refunded: Part of your order has been refunded.
6. Replaced: Your order has been replaced. You will receive a dispatch confirmation email containing your tracking information shortly. You can use this tracking code to track your parcel through the DPD or DHL website, but please allow 4 hours from receipt of the email before doing so.
7. Replaced: Part replaced: Part of your order has been replaced.
8. Cancelled: Your order has been cancelled and will not be processed.
RECEIVING YOUR ORDER
All orders must be signed for on delivery. If a delivery has been attempted by and is unsuccessful, the courier may deliver to a close neighbour, leave your item in a safe place or leave a calling card and attempt to redeliver the next working day. Failing this, you will be responsible for retrieving the undelivered parcels or arranging a further redelivery.
PACKAGING
INNER PACKAGING
All ELANZI leather handbags arrive in their own individual dust bag for storage.
All ELANZI goods remain the responsibility of ELANZI until the order has been delivered to the delivery address and payment received in full. Items are insured against theft and damage.
Once the item has been delivered to the delivery address and payment received in full, the goods are no longer under the ownership or responsibility of ELANZI.
For further details on specific items, please refer to the details listed on the individual product page.
Returns, Refunds & Exchanges
ELANZI takes great care in the selection of its products, which are carefully-inspected prior to dispatch as part of our quality assurance.
Whilst we package your item with incredible care, ELANZI is not liable for any damage to the contents as a result of the delivery service.
It is our sincerest hope that you are delighted with your ELANZI purchase, whether for yourself or as a gift for someone special.
If, for any reason, you are not satisfied with your online order, you are welcome to return your item(s) to us within 14 days of delivery for an exchange or refund when accompanied by a valid receipt.
To be eligible for an exchange or refund, all merchandise must be in new – and unused – condition, and accompanied by the original receipt & return label.
At our discretion, we will reject any items that do not meet the following conditions:
- Item(s) must not have been used, modified, cleaned or damaged.
- Item(s) must be in its original condition – as received – with the tag intact & packed in the dust bag, & must not have any signs of use or damage.
- Item(s) must be free from any stains, soiling & markings such as ink, cosmetics, body make-up, deodorant, liquids or food.
- Item(s) must not smell of perfume, cosmetics, cleaning solution, or deodorant.
- Packages must contain all tags, dust bags, bag inserts & boxes.
- Jewellery cannot be returned – or exchanged – for hygiene reasons.
Items returned to ELANZI - that do not meet these conditions - will not be accepted for an exchange or refund, and will be returned to the customer.
Once your return has been received, inspected & approved, we will process your exchange or refund. We will notify you by email that your refund has been processed and a credit will be applied your original method of payment. We aim to process your refund within 14 days of your item(s) being received by us.
- Returns will be processed within 7-14 business days of our receipt of your item.
- Your refund will be applied to the payment method you used to purchase the item and the credit will post to your account according to the timeframe established by your financial institution.
Incorrect Product
- If you have received an incorrect item in your order, you may return it for a full refund (subject to the strict return guidelines) or product exchange.
Sale & Promotional Season Returns
- Our Returns Policy applies to purchases made during a sale or seasonal promotion - the amount of which will always match the purchase price.
Gift Returns
If you have received an online order as a gift and wish to return it, please note that it will be refunded to the purchaser‘s original method of payment. Alternatively, if you wish to make an exchange, we are happy to assist. Please note that all conditions governing returns & exchanges also apply to items received as gifts.
Returns
- Please note that ELANZI does not offer free returns.
- To commence a return, fill out the Return Form included with your order.
- Be sure to include the Return Form in the return package.
- Return shipping is at your own cost.
- Returns can be sent to: ELANZI, 348 Chelsea Cloisters, Sloane Avenue, London SW3 3EF, England, United Kingdom.
- When returning your order:
- Affix the Return Label to the shipping box.
- Take your package to a Royal Mail Post Office or Courier dispatch location of your choice.
- To locate your nearest Post Office, please visit the following link for Royal Mail: https://www.royalmail.com/services-near-you#/
- Keep a record of your return Tracking Number or Proof of Return Receipt.
- Items returned without the Return Form, and subject to conditions relating to returns & exchanges, will not be accepted.
- We do not take responsibility for items lost or damaged in transit.
All items remain the responsibility of the customer until they are received ELANZI.
Items received outside of our 14-day Return Policy are non-returnable.
Exchanges are subject to available stock.
INTERNATIONAL SALES, EXCHANGES & RETURNS
All International Sales are Final
ELANZI is unable to offer exchanges, or returns, on international purchases.
INTERNATIONAL DELIVERIES
If you're unable to take delivery of your parcel from the courier/postal service then a delivery card will be left for you to arrange redelivery / collection. Your parcel(s) will be held for a defined period of time, and varies per carrier. If uncollected parcel(s) exceed this limit, they will be returned to us as the sender.
ELANZI does not take responsibility for international shipments which are not received – or collected – by the customer.
