Delivery & Returns

1. Delivery

We aim to dispatch orders within 1–3 working days unless a different timeframe is stated on the product page or at checkout.

Estimated delivery times after dispatch are:

• UK Standard Delivery: 2–4 working days
• UK Express Delivery: 1–2 working days, where available

Delivery times are estimates only and are not guaranteed. Delays may occur due to courier issues, weather, peak periods, or circumstances outside our control.

2. Shipping Charges

Shipping costs are shown at checkout before payment is completed. Charges may vary based on destination, package size, weight, and selected delivery method.

3. Delivery Area

We currently deliver to the United Kingdom unless otherwise stated on the website. If you would like delivery outside this area, contact us before ordering using our contact form.

4. Incorrect Delivery Information

You are responsible for providing accurate delivery details. If you notice an error, contact us immediately. We cannot guarantee changes once an order has been processed or dispatched.

We are not responsible for failed delivery or loss caused by incorrect address details supplied by the customer.

5. Your Right to Cancel

If you are a consumer purchasing online, you generally have the right to cancel your order within 14 days from the day after you receive the goods, without giving a reason.

To exercise this right, email using our contact form and include your order number, full name, and a clear statement that you wish to cancel.

If you cancel after the goods have been dispatched or delivered, you must return them to us in accordance with the instructions we provide.

6. Returns

To request a return, contact us within the cancellation period or as soon as possible if the item is faulty or damaged.

Unless goods are faulty, not as described, or otherwise non-compliant with your legal rights, returned items must be:

• unused;
• in their original packaging; and
• in a condition suitable for resale.

7. Exclusions

For hygiene, safety, or product integrity reasons, we may refuse returns for:

• opened or used personal care, cosmetic, or toiletry products;
• sealed items which are not suitable for return for health protection or hygiene reasons once unsealed;
• customised or personalised products; and
• any item made to your specification.

8. Refunds

Where a refund is due, we will process it to the original payment method as soon as reasonably possible and, in any event, within the period required by law.

Unless the return is due to our error, faulty goods, or your statutory cancellation rights, the original delivery charge and return postage may not be refundable.

9. Faulty, Damaged, or Incorrect Items

Please inspect your order promptly on arrival. If an item is faulty, damaged, or incorrect, contact us as soon as possible via our contact form, ideally within 48 hours, with your order number and photos where relevant.

This does not limit your statutory rights. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, refund, price reduction, or other remedy under applicable consumer law.

10. Return Address

Do not send items back without contacting us first. We will provide the correct returns instructions and address once your return is approved.

11. Contact

For all delivery, cancellation, and returns queries, contact:

Elder & Thorn Limited
Email: via our contact form