Delivery & Return
How do I track my DELIVERY order ?
You can track your parcel with Parcelforce here.
For missed delivery/delivery delays please contact Parcelforce directly here rather than contacting Elys Customer Services.
Alternatively, Parcelforce has a Free App that can be used to track parcels on the Apple Store or on Google Play.
A Parcelforce consignment number is required in order to track your parcel. This will be sent out to you by Parcelforce either via Email or Text (if you provided your Phone number at checkout).
Once the consignment number has been entered, the status of the delivery will be displayed in the App. If the parcel is currently out for delivery then a real time map will show where the driver is with the parcel.
1 HOUR DELIVERY WINDOW: Users can view a 1 hour delivery window for the parcel (e.g 10am-11am) as well as the name of the driver.
This means waiting around all day for a parcel to arrive is now a thing of the past.
ATTEMPTS TO DELIVER TO YOU:
After an initial attempted delivery, Parcelforce will automatically attempt redelivery on the next working day if they haven’t left your item at your local Post Office or with a neighbour.
You can either then collect from your local Post Office or Depot or organise a redelivery.
SAME DAY CLICK AND COLLECT
Free SAME DAY* collection from our Elys store, for any order.
*Order by 2pm for same day Click & Collect.
Our Click & Collect service is available for order collection during Store Hours. View our store hours here.
We will email you once your collection is ready, generally this will be 2 hours from order time. Please be advised that if you do not collect your items within 14 days, we will issue a refund unless you contact us.
Please bring proof of ID & Billing Address to Concierge on the 3rd floor.
SISTER STORES: We are not currently able to offer click and collect to our sister stores. Please use our Standard Delivery service.
UK Delivery
STANDARD UK DELIVERY - £4.95
Free UK delivery when you spend over £85 (T&Cs apply).
Delivery is 3-5 working days*
NEXT WORKING DAY DELIVERY - £7.95
*Excludes Bank Holidays. Orders placed on the last working day before a bank holiday, will be not be processed until the next subsequent working day.
**During Peak times or during Strike action and Adverse weather it may take us longer to deliver. We apologise for any inconvenience caused.
Please note not all items qualify for free delivery, see below for other paid for delivery types.
OTHER DELIVERY TYPES
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.
We are currently only able to offer Home deliver up to 50 miles from our store; Elys Wimbledon 16 St George’s Road, Wimbledon, London, SW19 4DP. Delivery costs will be generated at checkout. At checkout when entering your postal address, if you are unable to see a Garden Furniture delivery method, unfortunately, this means you are not currently eligible for delivery. If you live within 4 Miles of the store we will contact you to take delivery payment over the phone.
Our Morley’s White Glove delivery service is included in the delivery costs and includes assembly of product in your choice of room.
Garden Furniture 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. 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 its original packaging; all tags and labels must still be attached and in a resalable condition. The cost of return needs to be covered by the customer and is priced at the same amount as your delivery. This does not affect your statutory rights.
Garden Furniture Warranty: All products come with a 12-month manufacturer’s warranty (customer applies directly post purchase). Garden furniture is excluded from all promotional offers. This does not affect your statutory rights
Select hampers are fulfilled by Virginia Hayward, and each product will be clearly labelled to indicate this. Virginia Hayward will contact you directly regarding order tracking.
Delivery costs for Virginia Hayward hampers will be calculated and added to your cart.
Please ensure you select a delivery date. Failure to do so may result in delays with your order.
Hampers typically take 3-5 working days for delivery. To ensure delivery in time for Christmas, please place your order before 18th December.
During peak periods, strike action, or adverse weather conditions, delivery may take longer than usual. We apologise for any inconvenience this may cause.
If your order includes items stocked by Elys, they will be dispatched separately. Virginia Hayward will handle tracking communication for their items.
RETURNS:
We operate a ‘No Quibble’ policy for order cancellation. You are allowed a 14 day cooling off period from the date of delivery. This means that we will refund the total cost of the product less the delivery charges (and less any out of area, named day or Saturday surcharges) to you, if you choose to cancel your order for any reason provided you comply with the below:
1. Notify Elys Wimbledon by email within 14 days of delivery at customerexperience@elyswimbledon.co.uk.
2. The goods remain unused and component parts are unopened.
3. You or the recipient retain and take reasonable care of the goods until collected by our carrier. Collection is free of charge.
4. You or the recipient are reasonable in making the goods available for collection by our carrier who will collect only during the daytime on working days (not weekends or Bank Holidays) within 21 days of notifying us of the cancellation.
5. Refunds will be issued upon receipt of the item.
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.
EXCEPTIONS
If your order contains any of the following items we will be unable to refund your order (including postage & packaging) once it has been delivered:
Fresh food gifts (including cheese, meat or fish)
Personalised and branded goods
Bespoke hampers. Please note that from the time of receiving your written order we will purchase component parts relating to your hamper and we regret that these orders cannot be cancelled.
Additionally, we will review our cancellation and returns policy on a case-by-case basis for all orders of empty boxes and baskets.
returns
Extended Christmas Returns Period- Purchases from 14th November 2024 onward are eligible for returns until 26th January 2025. For items bought before 14th November, our 28-day return policy applies.
You may also return online orders instore at the 3rd floor concierge desk.
You cannot generate an online return for items that are non refundable including Earrings, Hair accessories, Star Wars Trading Cards & Disney Lorcana Cards.
Returns portal: You can return to us free via our Returns Portal using this link.
Please note: once you have generated and printed your returns label make sure to check your junk folder and/or look for an email from: noreply@clicksit.com
Returning large items: If your packaged item exceeds 60 x 50 x 50 cm & 10kg you will need to return this to us via Royal Mail. Elys will cover the cost of this however you will need to send a copy of your receipt to customerexperience@elyswimbledon.co.uk before we can re-imburse you for this.
Large Items Delivery address: Concierge, Elys Wimbledon
16 St George’s Road, Wimbledon, London, SW19 4DP
Items must be unused and in their original condition and packaging (including all labels and tags intact). Care must be taken to ensure items are returned to us securely. See here for non refundable items.
Once we have processed your return it can take up to 14 days for the money to be returned to your account. Please only contact us after this time.
OUR SISTER STORES: You cannot return online orders to our sister stores: Morleys Brixton, Selbys, Morleys Bexleyheath, Camp Hopson, Morleys Tooting, Roomes, Pearsons. You can return to us free via our Returns Portal using this link
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.