Shipping policy

Thank you for shopping with By Elysia. This Shipping Policy explains how we process, dispatch, ship, and deliver orders placed through our website.

By Elysia is operated by OB Solutions, a Dutch-registered company with KVK-Number 93279965.

Our goal is to provide a smooth and transparent shipping experience. Delivery estimates are provided in good faith but are not guaranteed.

1. Shipping Destinations

We currently ship to customers located in the United Kingdom.

If we expand our shipping destinations in the future, this policy will be updated accordingly.

2. Order Processing and Dispatch Location

Orders are processed within 1–2 business days, Monday to Friday, after payment has been successfully received and verified.

Orders are not processed on weekends or public holidays unless otherwise stated.

During periods of unusually high order volume, processing times may be slightly longer.

Products purchased through By Elysia are processed and dispatched from our international fulfilment location:

Dispatch Location: B104, Kaicheng High-tech Park No. 11, Jiali Road Dalang Subdistrict, Longhua District Shenzhen City, Guangdong Province 518109 China

This is an order fulfilment and dispatch location and is not a customer-facing retail store.

Although orders are dispatched from China, final delivery within the United Kingdom may be completed by Royal Mail or another reliable local delivery carrier.

3. Order Cut-Off Time

Our daily order cut-off time is:

11:00 PM GMT

Orders placed before the cut-off time begin processing on the same business day whenever possible.

Orders placed after the cut-off time will begin processing on the next business day.

4. Delivery Time

Our estimated delivery time is:

5–7 business days, Monday to Friday

Delivery estimates begin after the order has been processed and dispatched.

Actual delivery times may vary due to customs processing, carrier delays, local delivery conditions, or circumstances beyond our reasonable control.

Delivery estimates are not guaranteed delivery dates.

5. Shipping Costs

We offer:

Free Shipping on all orders

There are no standard shipping charges for deliveries to the United Kingdom unless otherwise stated during checkout.

6. Shipping Carrier

Final delivery for most orders within the United Kingdom is completed using:

Royal Mail

Orders may first be transported by an international logistics provider before being transferred to Royal Mail or another local carrier for final delivery.

Depending on operational requirements, destination, package size, or logistics availability, we may use another reliable carrier without prior notice.

7. Order Tracking

Tracking is available for shipped orders.

Once your order has been dispatched, you will receive tracking information, where available, through the email address used during checkout.

Please allow some time for tracking information to become active after shipment. Tracking updates may not appear until the parcel has been processed by the international or local delivery carrier.

8. Delivery Delays

While we work to deliver orders within the estimated timeframe, delays may occur due to circumstances such as:

  • Severe weather.
  • Customs inspections or clearance delays.
  • International or local carrier disruptions.
  • Public holidays.
  • High shipping volumes.
  • Incorrect or incomplete delivery information.
  • Events outside our reasonable control.

We appreciate your patience if such delays occur.

9. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information during checkout.

If incorrect shipping information has been supplied, please contact us immediately.

If your order has not yet been processed or dispatched, we will make reasonable efforts to update the shipping details.

Once an order has been processed or dispatched, we may not be able to change the delivery address.

Additional shipping, handling, storage, customs, or redelivery costs may apply if an order must be resent because incorrect or incomplete shipping information was provided by the customer, where permitted by applicable law.

10. Lost or Missing Packages

If your package appears to be significantly delayed or missing, please contact us.

We will work with the relevant shipping carrier to investigate the shipment and provide updates where possible.

The outcome of an investigation may depend on the carrier's findings and the circumstances surrounding the shipment.

A package will not normally be treated as lost while it remains within the carrier's stated delivery or investigation period.

11. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible.

To help us investigate, please include:

  • Order number: The order number associated with the purchase.
  • Description: A clear description of the damage or problem.
  • Photographs: Clear photographs of the product and its packaging where possible.

We will review the situation and work with you to reach an appropriate resolution.

Please keep the damaged product and its original packaging until our customer support team has provided further instructions.

12. Customs, Duties and Taxes

Orders are dispatched internationally from Shenzhen, Guangdong, China.

For orders delivered to the United Kingdom, applicable import processing, customs clearance, duties, or taxes may be handled through our shipping arrangements unless otherwise stated during checkout.

You will not normally be charged additional standard shipping costs where free shipping was displayed during checkout.

However, customs duties, taxes, import fees, remote-area charges, or similar charges may apply in certain circumstances depending on applicable laws, carrier requirements, or the delivery destination.

Unless otherwise stated during checkout or required by applicable law, charges imposed directly by customs authorities or other government agencies are the responsibility of the customer.

13. Refused, Unclaimed or Undeliverable Shipments

If a shipment cannot be delivered because of:

  • An incorrect or incomplete address provided by the customer.
  • Failure to collect the package.
  • Failure to respond to the delivery carrier.
  • Refusal to accept delivery without a valid reason.

The package may be returned to the sender, returned to an international fulfilment facility, or held by the carrier.

Additional shipping, handling, storage, customs, or redelivery charges may apply before an order can be resent, where permitted by applicable law.

A refused or unclaimed delivery does not automatically qualify for an immediate refund. Any applicable refund will be assessed after the package has been returned, received, and processed.

14. Policy Updates

We may update this Shipping Policy from time to time to reflect changes to our dispatch location, fulfilment procedures, shipping carriers, delivery destinations, delivery estimates, legal obligations, or customer service practices.

The version published on our website at the time of your purchase will generally apply to your order, except where a later change is required by applicable law.

Any updated version will be published on this page with a revised effective date.

15. Contact Us

If you have any questions regarding shipping, dispatch, tracking, or delivery, please contact us.

  • Trading Name: By Elysia
  • Operating Company: OB Solutions
  • KVK-Number: 93279965
  • Email: support@byelysia.com
  • Phone Number: +31 6 22488199

Registered Business Address:

van Berckelhof 7 Delft, 2625 NK the Netherlands

Order Dispatch Location:

B104, Kaicheng High-tech Park No. 11, Jiali Road Dalang Subdistrict, Longhua District Shenzhen City, Guangdong Province 518109 China

Customer Support Hours

  • Monday to Friday: 9:00 AM–5:00 PM GMT
  • Saturday to Sunday: 11:00 AM–4:00 PM GMT
  • Average response time: Within 24 business hours.

Business Disclosure: By Elysia is operated by OB Solutions, a Dutch-registered company (KVK-Number: 93279965), van Berckelhof 7, Delft, 2625 NK, the Netherlands.