Shipping policy

Last updated: 31 August 2026

This policy applies to orders placed on elvyneco.com, operated by VERALYA LTD under the trading name ELVYNECO.

1. Areas served

ELVYNECO ships only to the countries and territories available at checkout.

Delivery availability depends in particular on:

  • the product ordered;

  • the destination address;

  • the logistics partner concerned;

  • regulatory or customs restrictions;

  • the markets currently enabled on our store.

If no delivery method appears after you enter your address, we cannot yet ship the order to that destination.

The presence of a country in the language, region or currency selector does not necessarily guarantee that all products can be delivered there.

2. Shipping origin

Depending on the products, orders may be prepared and shipped by VERALYA LTD or by one of its manufacturers, suppliers or authorised logistics partners.

The shipping address of an order may differ from the registered office of VERALYA LTD and from the address used for returns.

An order containing several products may be split into several parcels shipped from different warehouses. In that case, the parcels may arrive on different dates and have separate tracking numbers.

No additional delivery charge will be made solely because an order is split into several parcels, unless the customer expressly agrees.

3. Order processing

Orders are generally processed on working days, excluding weekends and public holidays applicable to the warehouse responsible for shipping.

The estimated processing time applicable to a product is shown, where available, on its product page, at checkout or in the order confirmation.

The processing time starts after:

  • payment has been validated;

  • any verification of the order;

  • confirmation of product availability.

Some orders may require additional time in the event of high demand, a launch, a promotion, a temporary stock-out, a payment check or anti-fraud verification.

The order confirmation is not a shipping confirmation. A second message is sent when the order is handed over to the carrier.

4. Estimated delivery times

The delivery times or dates shown on the product page, at checkout or in the order confirmation are estimates based on the information available at the time of purchase.

Unless otherwise stated, the estimated delivery time starts after the order has been shipped and does not include the processing time.

The time may vary depending on:

  • the country and destination address;

  • the product and its warehouse of origin;

  • the carrier and the service selected;

  • customs formalities;

  • weekends and public holidays;

  • peak periods;

  • events reasonably beyond our control.

Where a specific period was expressly agreed at the time of the order, we endeavour to meet it. The customer’s statutory rights in the event of delay remain fully valid.

5. Delivery costs

Available delivery costs are calculated and displayed before the final confirmation of the order.

They may depend on:

  • the delivery address;

  • the selected currency and market;

  • the number, weight or volume of products;

  • the shipping warehouse;

  • the delivery method chosen;

  • any current promotions.

Where a free delivery offer applies, its conditions, including any minimum order amount, are displayed on the website or at checkout.

No additional delivery costs will be added by ELVYNECO after the order has been confirmed, unless the customer requests a change or there is a subsequent express agreement.

6. Order tracking

Where the delivery service includes tracking, an email is sent after shipping with a tracking number or link.

Tracking information may take 24 to 72 hours after shipping to appear in the carrier’s system.

The absence of updates for a few days does not necessarily mean that the parcel is lost, particularly during international transport or customs inspection.

You can also check the status of your order from your ELVYNECO customer account, where this feature is available.

7. Taxes, VAT, customs duties and import charges

The treatment of taxes and duties depends on the destination country and the shipping method.

Depending on the market concerned:

  • taxes and duties may be included in the price or calculated at checkout;

  • certain charges may be collected directly by ELVYNECO;

  • certain import duties or charges may be claimed by the carrier or the authorities of the destination country when the parcel arrives.

The information shown at checkout indicates, as far as possible, the amounts collected by ELVYNECO.

Where duties or taxes are not collected at checkout and this information was communicated before the order, their payment may remain the responsibility of the recipient.

Customs rules vary from country to country. We recommend consulting your local customs authorities if you are unsure about charges that may apply.

8. Changing or cancelling before shipping

If you wish to change or cancel an order, contact us immediately at:

support@elvyneco.com

We will do our best to act before it is prepared, but we cannot guarantee a change or cancellation where an order has already been processed, passed to the warehouse or handed to the carrier.

If the order has already been shipped, the Returns and Refund Policy will apply after it is received.

9. Incorrect or incomplete address

The customer must carefully check their name, address, postcode, phone number and any information needed for delivery before confirming the order.

If you notice an error, contact us immediately. A change is not always possible once processing has begun.

Where the parcel cannot be delivered because of an incorrect or incomplete address provided when ordering:

  • reasonable reshipment costs may be requested;

  • transport costs already incurred may be deducted from any refund where the law permits;

  • a new shipment will depend on receipt of the parcel returned by the carrier.

This provision does not apply where the error originates with ELVYNECO, its warehouse or its carrier.

10. Delivery attempts and unclaimed parcels

The carrier may make one or more delivery attempts or leave the parcel at a pick-up point.

It is the customer’s responsibility to check delivery notices and tracking information and to collect the parcel within the period communicated by the carrier.

If a parcel is returned to the sender because it was not collected, because delivery was refused without legal grounds or because the carrier’s instructions were not followed, we will contact the customer after receiving the return.

Depending on the situation, we may offer:

  • reshipment on payment of the corresponding costs;

  • a refund of the returned products, less non-recoverable transport costs where the law permits.

This clause does not limit the customer’s rights where refusal is justified by a damaged, incorrect or non-conforming product or by another ground recognised by law.

11. Delivery delays

If the maximum period stated when ordering is exceeded, contact us at support@elvyneco.com with your order number.

We will check the situation with the carrier or logistics partner and give you the information available.

Where an order cannot be delivered within the agreed period or the applicable statutory period, the customer may benefit from the remedies provided by the law of their country, including the granting of a reasonable additional period, cancellation of the order or a refund.

ELVYNECO cannot guarantee the absence of any delay caused by customs, a carrier, a natural disaster, a conflict, a strike or another event beyond its reasonable control. This provision does not, however, remove the customer’s statutory rights or release ELVYNECO from its obligations as seller.

12. Lost parcels

ELVYNECO remains your point of contact regarding the delivery of your order.

If tracking shows no progress for an abnormally long period or if the parcel exceeds the maximum announced period, contact us at:

support@elvyneco.com

We will open an investigation with the carrier. An investigation may take several working days depending on the country and the delivery service.

If the parcel is confirmed lost, or if we cannot provide sufficient proof of delivery under the conditions provided by law, we will offer a replacement shipment or a refund.

13. Parcel shown as delivered but not received

Where a parcel is shown as delivered but cannot be found, we recommend that you:

  1. check the address shown in the order confirmation;

  2. review the tracking details and any photographs;

  3. check with members of your household, neighbours, a concierge or the pick-up point;

  4. wait until the end of the delivery day, as some carriers update tracking before actual handover;

  5. contact us promptly at support@elvyneco.com.

We will ask the carrier to carry out a check. The result of that investigation and the applicable statutory rights will determine the remedy offered.

14. Damaged parcel or missing product

If the parcel arrives damaged, opened or incomplete, take photographs if possible before discarding the packaging.

Contact us as soon as possible at support@elvyneco.com, providing:

  • your order number;

  • a description of the problem;

  • photographs of the parcel, the label and the products received;

  • any useful information about the delivery.

Prompt notification makes the investigation with the carrier easier, but it does not reduce your statutory rights.

Depending on the situation, we will offer a replacement, a new shipment, a price reduction or a refund in accordance with applicable law.

15. Delivery restrictions

Certain products may be subject to transport, import or marketing restrictions, in particular depending on their composition, format or destination.

These restrictions may concern, among others:

  • certain liquids, aerosols or flammable products;

  • devices containing batteries;

  • cosmetics subject to local formalities;

  • food supplements or consumable products;

  • products intended for children or animals;

  • products regulated in the destination country.

We may refuse or cancel an order where shipment would be unlawful, impossible or prohibited by a carrier. In that case, the amounts concerned will be refunded.

16. Contact

For any question about shipping or delivery:

VERALYA LTD — ELVYNECO
Email: support@elvyneco.com
Phone: +44 7848 109569

Postal address:

VERALYA LTD
Suite A, 82 James Carter Road
Mildenhall
United Kingdom
IP28 7DE

The registered office is not a return address. Please consult our Returns and Refund Policy before sending back any goods.