FAQ's

Do you offer Free Delivery?
We offer Free delivery to our UK customers when you spend over £30- these are sent by a 48 hour confirmed service.

How long is delivery?

Delivery times may vary slightly depending on the season but delivery time is usually 1-3 working days.

 Recently we have been extremely busy and order times were at a record high of 2-10 working days. We have now controlled this and order time is now back to normal.

The best way to find out the exact delivery time is to check the footer of our website at the very bottom of every page in the black box. Here, you will see a title marked CURRENT ORDER TIME - We update this regularly and it will tell you what date orders we are up to.

 

  • What forms of Payment do you accept?

We accept all forms of payment via our Stripe payment system and Apple pay or you can choose to purchase via Paypal.

If choosing to pay via paypal you do not require a paypal account to purchase we simply use paypal to process the payment. In the event you do not have a paypal account, just choose the correct option on the paypal screen and you will be directed to pay via alternative methods such as debit or credit card.

Payments do have to be received and cleared before work will commence on your order.

 

  • What does unfulfilled mean?

Unfulfilled means your order has been received and we are currently working on it. Fulfilled means your order has been dispatched and depending on the service you have chosen should be with you within 1-3 working days.

 

  • Dispatch Emails and Delivery?

Dispatch emails are sent between 5.30-6.30 pm every day, so please wait until after this time if you haven't received a dispatch email before emailing us to check if its been posted as we will not be able to reply. We generally attend to all messages and admin within 24 hours and usually after 6 pm.

We post all our parcels via a confirmed service to ensure that your parcels reach you in good time and safely. Delivery is free in the UK when you spend over £30.

International delivery is now sent by tracked and signed which is a little more costly than standard, however it ensures that your parcel arrives safely and quicker than standard. 

 

  • Can we add an item to our order? 

 

We understand that sometimes you may wish to add more Eliza Henri Goodies to your order, unfortunately once your order has been submitted we are unable to alter it even if it still says unfulfilled. If you'd like to purchase more of our products what we can recommend is that you place another order and email us the order numbers that you wish to combine. However, if your order has already begun being processed we may not be able to combine this for you.

 

  • What are your UK Delivery Charges?

We offer free delivery when you spend over £30 or more through out mainland UK-  no hidden costs. Under £30 you can choose between 1st or 2nd class at the checkout.

 

  • Do you Deliver Worldwide? 

Yes we can now deliver all over the world and we have great and affordable prices for shipping to the United States, Europe and the rest of the world. We send all orders via an international trackable service so you have a no worry guarantee when you order from us and can check the status of your order at any time.

International orders could be subject to taxes or duty fees, these are your responsibility so please make sure when purchasing items that they are not prohibited from entering your country as we cannot be held accountable for anything that happens to them because of this.

 

  • What is your returns policy? 

If you are unsatisfied with the product for any reason you can send this back to us for a refund or exchange, however it must be returned in the original condition it was sent to you in, if its not resell-able we will not accept this. Returns must be sent back within 7 days if not received within this time we cannot accept a refund after this time has passed. Please make sure you pay the correct postage when returning your item or we will not receive your parcel and it will be returned to sender.

Faulty items will need to be returned in return for an exchange or refund. If your item received is faulty or damaged you must notify us immediately within 3 days of receiving your order. After this time has passed we will not issue a refund only an exchange.

  •  How long does it take to process an order?

If you place your order on a weekend your order will be processed the following business day. Please note this may take longer during sale or busy periods. We recommend allowing 1-2 working days from placing your order.

  • What is your Cancellation policy?

Should you wish to cancel an order within the first 24 hours of making it, just email us at orders@elizahenri.com with your order number and we will do what we can to help.

On a rare occasion that we have to cancel your order- this will only happen if the item purchased is out of stock with our suppliers and if this happens a full refund will be issued or we will work with you to offer an identical product where available.

 We also reserve the right to refuse service to anyone, for any reason, at any time.

If your order contains any item personalised you must notify us immediately, if we have started the order we will not be able to cancel it.

 

  •  Can you offer trade to other businesses?
We are always happy to negotiate with businesses on wholesale or larger orders and are more than happy to discuss collaboration work so please direct any enquiries to orders@elizahenri.com.