Help
Frequently asked questions
Everything you need to know about ordering from Elvona. Still stuck? support@elvona.shop
Orders & Delivery
Where does Elvona deliver?
We deliver to the United Kingdom only, with free shipping on every order.
How long does delivery take?
Estimated delivery is 3–8 business days for UK mainland and 4–10 business days for the Scottish Highlands, Northern Ireland and UK Islands. This includes 1–3 business days for handling and 2–5 (mainland) or 3–7 (Highlands/NI/Islands) business days for courier transit.
What is your order cut-off time?
Our daily cut-off is 14:00 (2:00 PM) GMT (Europe/London). Orders placed before this time on a business day are treated as received the same day; anything after is treated as received the next business day. Orders are fulfilled Monday–Friday, excluding UK public holidays.
How do I track my order?
Once your order ships you'll receive a tracking link by email. You can also enter your order number on our Track Order page.
Is delivery really free?
Yes — we offer free delivery on every UK order, with no minimum spend.
Payments
Which payment methods do you accept?
We accept all major cards — Visa, Mastercard and American Express — processed securely through Stripe with 256-bit SSL encryption.
Is the checkout secure?
Yes. Every page uses 256-bit SSL encryption, and card details are processed directly by Stripe — we never see or store them.
Are there any hidden fees?
No. The price shown on the product page is the final price you pay at checkout. Delivery is free.
Returns & Refunds
What's your returns policy?
You can return your order within 14 days of delivery. Returns are free — once your return request is approved, we'll email you a prepaid return shipping label together with instructions for returning your item. Items must be new and unused, in their original packaging.
How do I request a return?
Email support@elvona.shop with your order number and a short reason for the return. Once approved, we'll email you a prepaid return shipping label together with instructions for returning your item.
Who pays for return shipping?
Nobody — return shipping is always free. Once your return request is approved, we'll email you a prepaid return shipping label with instructions.
Is there a restocking fee?
No. There is no restocking fee on any return.
Do you accept exchanges?
Yes — exchanges are accepted on new, unused items within the 14-day return window. Email us with your order number and the item you'd like in exchange.
What if my item arrives damaged?
Contact us within 14 days of delivery at support@elvona.shop with photos of the item and packaging. Once approved, we'll email you a prepaid return shipping label with instructions and arrange a replacement, exchange or full refund.
When will I receive my refund?
Refunds are processed within 7 days of receiving and inspecting your return, to the original payment method.
Products
Are your products handmade?
Our range includes both machine-made and artisan-finished pieces. Slight variations in glaze, weave or shape are natural and part of each item's character.
How should I care for my vase?
Wipe with a soft damp cloth. Avoid abrasive cleaners. For glazed ceramics, empty water when not in use to protect the finish.