Shipping

General Information

All orders are shipped from the United Kingdom using services provided by Royal Mail. After receiving your order confirmation email, you will receive a tracking number in an automated email when we process your shipping label.

Ready-to-Ship Items

As standard, all ready-to-ship items are processed and dispatched within 1-3 business days (excluding weekends and holidays).

Orders that include both made-to-order and ready-to-ship items will ship all together when the made-to-order items are ready. If you would like to receive the ready-to-ship items sooner, please place two separate orders or notify us by email.

Made-to-Order Items

Made-to-order items are made especially for you and your little explorer. As a framework, we aim to process all orders for made-to-order items within approximately 2-3 weeks. Each listing has details of current lead times. Within this timeframe, all the knitting, blocking, drying, weaving in of ends and processing will take place for your order. With large orders, if we anticipate that the work involved will exceed this standard timeframe, we will get in touch via phone or email to let you know and check that you are still happy with the revised dispatch time.

If you are hoping to order items in time for a specific date, would like to upgrade to an alternate courier service, or you have any questions about processing times for any items listed, please do get in touch at hello@elliottandmay.com.

Domestic Shipping (UK)

All parcels are sent with Royal Mail. Shipping charges for your order will be calculated and displayed at checkout, based on your order’s weight.

You will be given the option to choose between:

Royal Mail 1st Class Signed For - starting from £3.50 with a delivery aim of 1-2 days excluding Sundays.

Royal Mail Standard 2nd Class - starting from £2.00 with a delivery aim of 2-3 working days.

International Shipping (Rest of World)

Elliott and May ships to many countries outside the UK. Shipping costs are listed below. All packages are sent with Royal Mail’s tracked and signed for service unless otherwise requested via email. Shipping charges for orders to Europe and the USA will be calculated and displayed at checkout, based on your order’s weight.

• Shipping to European countries - From £9, with a delivery aim of 5-7 days.

• Shipping to the United States of America - from £12 with a delivery aim of 5-7 days.

• Shipping to Rest of World - £14, with a delivery aim of 5-7 days.

Please note that as a result of the pandemic, 'Tracked and Signed' items can take approximately 1-2 weeks to arrive and at the current time some countries are taking longer. Please be aware that if your local customs office randomly selects a package to be checked, this can take longer. These are circumstances beyond our control; however, we will always try and help if there is a problem.

For deliveries outside of the UK, the ship to recipient will be responsible for paying any customs duty, excise duty and/or import VAT that may arise at the delivery destination. As customs policies vary widely from country to country, we advise you to contact your local customs office to understand what the thresholds are in your destination country.

Please note that we have no control over these charges and will not be held liable; we are unable to estimate the total amount of taxes or duties that may be due at time of delivery.

International Restrictions

International Tracked & Signed cannot be sent to PO Boxes or Pack Stations, because a signature cannot be captured. This restriction does not apply when items are sent to Africa or the Middle East. Please get in touch via email if you would like to request an alternate carrier.

How Do I Check the Status of My Order?

Once your order has been shipped, you will receive an email notification from us which will include a tracking number that you can use to check its status. Please allow 48 hours for the tracking information to become available. 

You can track your order at:

https://www.royalmail.com/track-your-item

Slow or Lost Parcels

We will do all that we can to best help in the case of parcels that are delayed or lost in transit. If you have looked up your order’s tracking information and still hold concerns about the whereabouts of your parcel, please get in touch via email - hello@elliottandmay.com. We will put in a query with the courier, who may take up to 6 working days to respond.

Please Note

During special events, or at especially busy times, processing and shipping times may be longer. At such times, there will be a notice at the top of each page with information that supersedes our regular times listed here.

Returns

We want you to feel 100% happy about your purchase and experience with Elliott and May. All of our products are lovingly made and thoroughly inspected prior to shipment to ensure they meet the highest possible standard. Due to the handcrafted nature of our products, we rarely accept returns; however, if you are not content with your purchase, please get in touch via email at hello@elliottandmay.com and we will do our best to resolve the issue. In cases where the wrong size or colour has been purchased, we are always happy to facilitate an exchange or credit.

Please note that:

• Shipping charges are non refundable.

• Return shipping costs are the customer’s responsibility unless there is damage to the item prior to shipment.

• All reduced items are final.

Colours

All of Elliott and May’s product pictures are taken with great care to represent colours as accurately as possible; however, colours may vary across different devices and monitors.

Please note that the product pictures are for reference use only and the item you receive may differ slightly from the product picture.