Shipping & Delivery Policy

Shipping Rates

All orders are dispatched fully tracked and insured. Please refer to the table below for destination-specific services, timeframes, and costs.

United Kingdom Special Guaranteed Delivery

All United Kingdom orders are shipped using our Special Guaranteed Delivery service for £9.95, handled by Royal Mail Special Delivery or DPD Tracked. Every parcel is fully tracked and requires a signature upon delivery, ensuring your purchase arrives safely and securely.

Order Processing & Cut-Off Times

Every order is prepared with the utmost care before dispatch.

• — takes 1–2 working days (Monday–Friday).
• —Orders received before 1:00 pm (UK time) begin processing the same working day.
• —Orders placed after 1:00 pm, on weekends, or on UK public holidays begin processing the next working day.
• —Every item undergoes a final quality and authenticity check before dispatch.
• —You will receive a dispatch confirmation email containing your tracking details.

Estimated Delivery

UK orders are typically delivered within 2–4 business days after dispatch. For international delivery estimates, please refer to the shipping table above. All timeframes are estimates and may be subject to customs clearance for international destinations.

International Shipping

Eliana Luxury ships internationally using DHL EXPRESS International Tracked. Delivery times vary by destination and may be subject to customs clearance procedures. All international shipments are fully tracked and insured for your peace of mind.

Customs & Duties

International customers are responsible for any customs duties, import taxes, VAT, brokerage charges, or handling fees charged by their destination country, unless expressly stated otherwise at checkout. Eliana Luxury does not control these charges and cannot guarantee their amount. We recommend contacting your local customs authority for guidance before placing your order.

If an international order is refused or left unclaimed because customs charges have not been paid, any return costs, customs charges, or courier fees incurred may be deducted from the refund where legally permitted.

Secure Packaging

Every order is carefully packaged to protect your purchase during transit. Our packaging process includes:

• —Secure protective packaging
• —Carefully wrapped luxury items
• —Fully tracked shipping
• —Signature on delivery where applicable

Collection by Appointment

Prefer to collect your order in person? Customers may select Collect in Person during checkout.

• —Collection is available strictly by appointment from our secure collection point in North Lanarkshire, Shotts, Scotland.
• —The full collection address will be provided once your order has been confirmed and your appointment arranged.
• —UK customers may also request a secure collection point after placing an order — contact us to arrange.

Lost or Damaged Parcels

If tracking shows an unexpected delay, or if your parcel arrives visibly damaged, please contact Eliana Luxury promptly. For damaged deliveries:

• —Photograph the parcel before opening it.
• —Retain all external and internal packaging.
• —Photograph the item and any visible damage.
• —Contact us at clientservices@elianaluxury.com within 24–48 hours of delivery.

We will work with the courier and insurer to investigate. Claims remain subject to the courier’s investigation and required evidence.

Delivery Address

Please ensure your shipping address is correct before completing your purchase. Eliana Luxury cannot be held responsible for delays, failed deliveries, or losses resulting from incorrect or incomplete delivery information supplied by the customer.

Signature Requirement

For security reasons, all luxury items are shipped using a tracked service requiring a signature upon delivery. In some cases, the courier may also request identification before releasing high-value parcels.

Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking number. You can monitor your shipment directly through the courier’s website.

Delivery Delays

While we aim to meet all estimated delivery times, delays may occasionally occur due to circumstances beyond our control, including:

• —Severe weather
• —Customs inspections
• —Industrial action
• —Public holidays
• —Courier delays
• —High seasonal demand

We are not liable for delays caused by third-party delivery providers or customs authorities.

Incorrect Delivery Information

If an order is returned to us due to an incorrect address provided by the customer, additional shipping charges may apply before the order can be re-sent.