Where we ship
Available destinations are determined by the delivery country selected at checkout. If checkout does not offer a delivery method for your address, we are not currently able to ship that order to the destination.
Carrier restrictions, sanctions, customs requirements, or temporary service interruptions may affect availability without notice.
Shipping costs
Shipping methods and charges are calculated at checkout from your destination, cart contents, and the services currently available from our fulfillment providers. The amount shown in your order review is the shipping charge that applies to that order.
Any promotion offering reduced or free shipping is subject to the terms displayed with that promotion and may exclude certain products or destinations.
Processing and delivery estimates
Most orders are prepared for dispatch within 2–5 business days. Personalized, made-to-order, pre-order, or temporarily delayed items may require additional time, which will be stated on the product page or communicated by email.
Delivery estimates begin after dispatch and are estimates rather than guaranteed arrival dates. Weekends, public holidays, customs review, severe weather, peak seasons, and carrier disruptions can extend delivery time.
Address changes
Please review the delivery address carefully before paying. If an address is incorrect, contact [email protected] as soon as possible with your order number and the corrected details.
We will try to update an order that has not entered fulfillment, but changes cannot be guaranteed after processing begins. Once a parcel has been handed to the carrier, we may be unable to redirect it.
Tracking your order
When tracking is available, we will send it to the email address used at checkout after the parcel is dispatched. Carrier scans can take several business days to appear, particularly during international handover.
If a tracking link has not updated after five business days, contact us with your order number so we can review the shipment.
Customs, duties, and taxes
International orders may be assessed import duties, taxes, brokerage fees, or customs charges by the destination country. Unless checkout expressly states that these amounts are included, they are the recipient’s responsibility.
Customs processing is controlled by local authorities and may delay delivery. We cannot mark a commercial order as a gift or declare an inaccurate value.
Delayed, lost, or damaged parcels
If a parcel is significantly delayed, marked delivered but cannot be located, or arrives damaged, contact [email protected] promptly. Include the order number, a description of the issue, and photographs of damaged packaging or items where relevant.
We may ask you to complete reasonable carrier documentation before a replacement or refund can be assessed. Your mandatory consumer rights are not affected.
Still need help?
Contact the ElementsZen care team.
For order questions, include the order number and the email used at checkout. We aim to respond within two business days.