Delivery & Return
Where's My Order?
You can track your parcel with Parcelforce here.
Parcel tracking is available via Parcelforce using the consignment number provided by Parcelforce via email or SMS (where a valid mobile number has been supplied at checkout). For delivery delays, missed deliveries, or tracking enquiries, customers must contact Parcelforce directly, as Elys Customer Services is unable to assist with these matters.
Parcelforce offers a free tracking application via the Apple App Store and Google Play, which may provide real-time tracking, a one-hour delivery window, and driver details where applicable. Where delivery is unsuccessful, Parcelforce will attempt redelivery on the next working day or may make the parcel available for collection from a local Post Office or depot, subject to Parcelforce’s delivery terms.
UK Delivery
Standard UK Delivery – £4.95
Free UK delivery is available on orders over £85, subject to terms and conditions. Standard delivery is estimated at 3–5 working days.*
Next Working Day Delivery – £7.95
Orders must be placed before 12:00pm, Monday to Thursday, to qualify for next working day delivery.**
*Delivery times are estimates and may be extended during peak periods, industrial action, or adverse weather conditions.
**Excludes Bank Holidays. Orders placed on the last working day prior to a Bank Holiday will be processed on the next working day.
Please note that not all items qualify for free delivery. Alternative delivery services may be available at an additional cost.*
Click & Collect at Elys Wimbledon
Free same-day* Click & Collect is available at our Elys Wimbledon store. Orders must be placed by 2:00pm to qualify for same-day collection.
Click & Collect orders may be collected during standard store opening hours. Store hours can be viewed here. Customers will receive an email confirmation once their order is ready for collection, typically within two (2) hours of order placement.
Orders will be held for a maximum of seven (7) days from the date of confirmation. If an order is not collected within this period and no contact is received, the order will be automatically cancelled.
Valid photo identification and proof of billing address must be presented to the Concierge Desk on the 3rd floor at the time of collection.
Click & Collect is not currently available at our sister stores. Customers wishing to receive orders at alternative locations should select Standard Delivery at checkout.
returns
Returns Policy
Our standard returns policy allows items to be returned within twenty-eight (28) days of purchase. During the Christmas period, we offer an extended returns window: eligible purchases made between now and Christmas may be returned up to 31 January 2026.
Online Returns (Free)
Returns can be made free of charge via our Returns Portal using this link. Once your return label has been generated and printed, please check your inbox and junk folder for an email from noreply@clicksit.com
In-Store Returns (Free)
Online orders may be returned in-store at Elys Wimbledon only. Online orders cannot be returned to our sister stores.
Non-Refundable Items
Certain items are non-refundable and cannot be returned via the online returns portal. These include, but are not limited to:
- Earrings
- Hair accessories
- Star Wars Trading Cards
- Disney Lorcana Cards
For a full list of exclusions, please see here.
Returning Large Items
If your packaged return exceeds 60 × 50 × 50 cm and/or 10kg, the item must be returned via Royal Mail. Elys will reimburse the return postage cost; however, a copy of the postage receipt must be emailed to customerexperience@elyswimbledon.co.uk prior to reimbursement.
Large Item Return Address:
Concierge
Elys Wimbledon
16 St George’s Road
Wimbledon
London
SW19 4DP
OTHER DELIVERY TYPES
Standard Delivery: We aim to deliver all items between 3-5 working days. Free UK delivery when you spend over £85. Standard UK delivery £4.95. All Charlotte Tilbury orders will be fulfilled by Elys Wimbledon.
Next Working Day Delivery: Place your order by 12pm, Monday to Thursday, for Next Working Day Delivery. All Charlotte Tilbury order will be fulfilled by Elys Wimbledon.
Click & Collect: Free collection from our Elys Wimbledon store, for any order.
Returns: You can return unwanted items within 28 days of purchase. We can only accept unopened products. Returns are free via our Returns Portal using this link or in-store at Elys Wimbledon. To return in-store, visit the concierge on the 3rd floor at: Elys Wimbledon, 16 St George’s Road, Wimbledon, London, SW19 4DP
Please note you cannot return online orders to our sister stores: Morleys Brixton, Selbys, Morleys Bexleyheath, Camp Hopson, Morleys Tooting, Roomes, Pearsons.
Items may arrive in separate deliveries. All Nkuku furniture will be shipped by Nkuku, if you order contains items stock by Elys these will be sent separately.
Nkuku furniture orders usually take 10 to 14 working days to arrive. Occasionally due to peak trading times & limited stock availability this may take longer than normal. We will contact you regarding any delays to your order.
You will be contacted by the shipping company informing you of delivery date.
RETURNS: If your product is faulty, please contact customer services customerexperience@elyswimbledon.co.uk, providing proof of fault. Our customer services will advise on best course of action.
If you would like to request a return under distance selling regulations please contact our Customer Service team, customerexperience@elyswimbledon.co.uk Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods. You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
Items must be returned in original packaging; all tags and labels must still be attached and in a resalable condition. The cost of return needs to be covered and organised by the customer. This does not affect your statutory rights.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS. If in any doubt about your statutory rights, please contact your local Trading Standards department or Citizens Advice Bureau.
Some items are simply more popular than others or we’ve simply been unable to find your item. More stock does come back in daily so do keep an eye out. Apologies for any inconvenience caused.
We do not currently over international delivery.