HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to messages and emails in the order they are received, and we aim to reply as promptly as possible. Most queries are answered within 24 hours.
CAN I CHANGE MY DELIVERY ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse team may pack and dispatch your order within 24 hours, so it might not always be possible to change the address. If you notice an error, please email us immediately with your name and order number. We’ll do our best to correct it before your parcel is dispatched, but we cannot guarantee changes once it has left our warehouse.
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are usually between 3-5 working days after the order is placed. Most packages are prepared within 24 hours, but if our warehouse is particularly busy, processing may take up to 3 working days.
GENERAL DELIVERY INFORMATION:
Our warehouse processes and dispatches orders Monday to Friday (excluding bank holidays). After placing your order, it should be dispatched within 3-5 working days, and you will receive an email with the tracking number shortly after. Delivery times vary depending on your location, typically ranging from 5-25 days from the date of dispatch.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order, you may receive separate packages, which might arrive 3-5 days apart.
OUT OF STOCK/BACKORDERED ITEMS:
If any items in your order are out of stock, we will notify you by email with an estimated dispatch date. If an item cannot be restocked within two weeks, we will automatically refund you for that item.
ADDRESS CHANGES:
Our warehouse team works quickly, so if you spot an error in your address, please email us immediately with your name and order number. We’ll try to amend the address before dispatch, but we cannot guarantee changes once the package has left our warehouse.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally to most countries. Delivery typically occurs within 5-25 days after dispatch. All orders are dispatched within 3-5 working days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We’re sorry your item didn’t arrive in perfect condition. Please contact us with your name and order number, and we’ll assist you with the issue.
HOW CAN I TRACK MY ORDER?
You can track your order by going to the "Track My Order" link on the homepage or in the main menu. Enter your tracking number to see where your package is. If you need further assistance, we’re here to help.
WHY ISN'T MY TRACKING NUMBER WORKING?
Tracking numbers may not always update for international deliveries, as some postal systems do not integrate with our carriers' systems. International shipping usually takes between 2-4 weeks. If your order is domestic and the tracking number isn't working, please let us know, and we’ll ensure your items were properly dispatched.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
If your tracking number indicates that your order has been delivered, but you have not received it, please contact us immediately so we can help locate your package.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any items in your order are missing or damaged, please contact us straight away to resolve the issue. We offer a 30-day Money Back Guarantee from the date of delivery, so please reach out to us within this time frame. You can contact us via the "Contact Us" tab or by emailing us at daintyelephant.help@gmail.com.