FAQ

Orders & Payments

What payment methods do you accept?

We accept the following payment methods:

American Express
Apple Pay
Google Pay
Maestro
Mastercard
Shop Pay
Visa

All transactions are processed securely in GBP (£).

Can I change or cancel my order after placing it?

You can cancel or modify your order free of charge before it has been dispatched. Please contact us as soon as possible via email at support@elisessentials.com or through our Contact Form.

Once your order has been dispatched, we are unable to make any changes or cancellations. If you would like to return your order after delivery, please refer to our Refund & Return Policy.

Can I change my delivery address after placing an order?

Yes, but only within 24 hours of placing your order. Please contact us immediately at support@elisessentials.com or through our Contact Form with your order number and the updated address. Once your order has been dispatched, delivery addresses can no longer be changed.

My payment was declined. What should I do?

If your payment was declined, your order will not be confirmed. We recommend checking that your card details are entered correctly, that your card has sufficient funds, and that your bank has not blocked the transaction. If the issue persists, please try a different payment method or contact your bank directly.

Will I receive an order confirmation?

Yes. Once your order is successfully placed and payment is confirmed, you will receive an order confirmation email. If you do not receive it within a few minutes, please check your spam or junk folder. If you still cannot find it, contact us at support@elisessentials.com.

Shipping & Delivery

Where do you ship to?

We currently ship to the United Kingdom only.

How much does shipping cost?

We offer free standard shipping on all orders delivered to the United Kingdom. There are no hidden fees — the price you see is the price you pay.

How long will my order take to arrive?

Please see our estimated delivery timeframe below:

Order Cut-off Time: 15:00 (GMT) — orders placed after this time will be processed the next business day
Order Handling Time: 1–2 business days (Monday–Friday)
Transit Time: 5–8 business days (Monday–Friday)
Total Estimated Delivery: 6–10 business days from the date of order

Delivery times may vary slightly depending on customs clearance and local courier handling.

Where are orders shipped from?

All orders are fulfilled and shipped from our international warehouse in Zhejiang, China, using priority air shipping. This allows us to offer fast and reliable delivery to the United Kingdom.

How do I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details. You can also track your order at any time via our Order Tracking page.

My order is taking longer than expected. What should I do?

Occasionally, international deliveries may experience slight delays due to customs clearance or courier handling. If your order has exceeded the estimated delivery window, please contact us at support@elisessentials.com and we will look into it for you as soon as possible.

Returns & Refunds

What is your return policy?

We accept returns within 30 days from the date of delivery, provided the item is unused, unworn, in its original packaging, and all original tags are included. For full details, please visit our Refund & Return Policy.

How do I start a return?

To initiate a return, please contact us at support@elisessentials.com or through our Contact Form with your order number and reason for return. Once your request is approved, we will provide you with return instructions and the correct return address. Please do not send items back without prior authorisation.

Who pays for return shipping?

For returns due to change of mind, size, or colour, the return shipping cost is the responsibility of the customer. We do not provide prepaid return labels.

If your item arrived damaged, defective, or incorrect, we will cover all return-related costs. Please see below for more details.

Where do I send my return?

Once your return request has been approved, we will provide you with the full return address. All returns are processed through our international fulfilment centre located in Ningbo, Zhejiang, China. Please do not send any items back before receiving approval and instructions from our team.

When will I receive my refund?

Once we have received and inspected your return, you will be notified by email. If approved, your refund will be processed to your original payment method within 7 business days. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

Can I exchange an item?

Yes. If you would like to exchange an item for a different size, colour, or style, you may keep the original product. We will send the replacement item and you will only be charged for the applicable shipping costs. Please contact us at support@elisessentials.com to arrange an exchange.

What is the 14-day cooling-off period?

As a UK customer, you have the legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013, without providing a reason. If you wish to cancel under this right, please contact us at support@elisessentials.com within 14 days of delivery.

Damaged, Defective & Wrong Items

What if my item arrives damaged or defective?

We are sorry to hear that. Please contact us within 48 hours of delivery at support@elisessentials.com with your order number and clear photos of the issue. We will arrange a replacement or full refund as quickly as possible, and all associated costs will be covered by us.

What if I received the wrong item?

If you received an item that does not match your order, please contact us within 48 hours of delivery at support@elisessentials.com with your order number and a photo of the item received. We will send the correct item at no additional cost and you may keep the original.

My parcel arrived damaged. What should I do?

If your parcel arrives visibly damaged, please refuse delivery if possible and contact us immediately. If the parcel was delivered in your absence, please contact us within 48 hours at support@elisessentials.com with photos of the damaged packaging and we will resolve the issue promptly.

Sizing & Products

How do I find the right size?

Each product page includes a size guide to help you find the best fit. We recommend checking the measurements carefully before placing your order, as sizing may vary between styles. If you are unsure, feel free to contact us at support@elisessentials.com and we will be happy to help.

Are the product colours accurate?

We make every effort to display product colours as accurately as possible. However, colours may appear slightly different depending on your screen settings and device display. If you have any concerns about a product, please contact us before placing your order.

An item I want is out of stock. Will it come back?

Stock availability varies and we cannot guarantee restocking of specific items. If you are interested in a particular product, feel free to contact us at support@elisessentials.com and we will let you know if it is expected to return.

Privacy & Security

How is my personal data used?

We collect and use your personal data solely to process your orders, provide customer support, and improve your shopping experience. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For full details, please visit our Privacy Policy.

Is my payment information secure?

Yes. All transactions are processed using SSL encryption through trusted and secure payment gateways. We do not store your full card or payment details at any point.

Can I request access to or deletion of my personal data?

Yes. Under the UK GDPR, you have the right to access, correct, or request deletion of your personal data at any time. Please contact us at support@elisessentials.com to make a request and we will respond within the legally required timeframe.

Contact Us

How can I contact customer support?

You can reach our customer support team through any of the following:

Our customer service hours are Monday to Friday: 09:00 – 18:00 (GMT). We aim to respond to all enquiries within 24 hours on business days.

Where can I find your policies?

All of our policies are available via the links below: