Delivery & Returns
We use Royal Mail and Interlink Express tracked services to send your parcels. We'll email you to let you know when your order is dispatched (usually next working day), including the parcel tracking number so you can keep updated with its progress.
FREE STANDARD DELIVERY FOR ORDERS OVER £50
Standard delivery (2-5 working days): £3.95, for orders under £50.
Express delivery (1-2 working days): £8.95.
REST OF THE WORLD
Standard delivery (6-10 working days): £11.95.
All items are despatched within 2 working days and are sent via International Standard delivery.
Please note that International services do not require a signature upon delivery and so Desmond Elephant cannot be held responsible for any items not arriving. If you would like your delivery to include a signature, please contact us via the CONTACT US page and we will email you an additional shipping quote.
At the checkout simply enter your delivery address including the country and the correct delivery charge will automatically be calculated and added to your final total. Please note that an additional cost will be added to parcels weighing more than 2kg which is the Royal Mail parcel limit. We will contact you for additional payment before the order is shipped. All our products are shipped from the UK. Any import or custom duties incurred are the responsibility of the customer.
When placing your order please ensure that you give your correct address for delivery since we cannot be held responsible if the delivery address is incorrect. If you are not in, the postal service will leave a card saying that they have attempted to deliver. You will then be able to rearrange delivery.
Every care is taken to get your order to and safely, however, occasionally parcels may go missing in transit. If this happens please contact us email@example.com quoting your order reference number and we’ll investigate it for you.
Once you’ve received your order all risk of damaging and losing the goods is passed on to you. If you intend to return the goods as per our cancellation policy please ensure you take good care of them. We recommend that you ask for proof of postage and use a recorded service, as we cannot take the responsibility if the goods are lost in transit. For more information about cancelling your order, changing and returning goods please read the separate pages.
Our Returns Policy does not affect your statutory rights.
Cancelling your order
If you wish to cancel your order, you may do so at anytime prior to dispatch. Please contact us in the first instance to discuss.
If you wish to cancel your order after you have received a confirmation email from us, you will need to wait until you receive the products and then follow our returns procedure.
Returning an order for refund or exchange
You can return the goods to us within 28 working days from the receipt of the goods for any reason. After this period it is in Desmond Elephants discretion to accept returns. Once we receive the goods in unused, unwashed condition we will refund the original method of payment.
You can also exchange goods. Just contact us on firstname.lastname@example.org and we’ll check if we have an alternative item in stock and reserve this for you. We will send the alternative item to you once we’ve received the original item in unused condition. When exchanging goods you do not need to pay delivery charges twice. However you are responsible for charges of returning the item to us.
When returning goods for refund or exchange, they must be unused (except reasonable use to examine them), unwashed, in the original packing with all labels and sales tags attached. Please include a covering letter stating your name, address and order number for us to handle your request quickly.
Please return unused goods with intact labels and tags in their original packing to:
Desmond Elephant, Park Cottage, Pipehouse Lane, Freshford, Bath, BA2 7UH.
We recommend that you use recorded service and obtain a proof of postage, as you are responsible for returning the goods back to us.
We reserve the right not to accept goods returned to us that have been worn, washed, damaged, altered or for other similar reasons.
For refunds, we will refund the original method of payment within 28 working days. Delivery charges are not refunded unless the item is faulty or is returned due to our mistake. You will also be responsible for the cost of sending the goods back to us unless the item is faulty or is returned due to our mistake.
If you need any assistance with your returns, we are happy to help you. Please contact us at email@example.com or telephone 07920052238 if we are busy and cannot answer the phone please leave a contact number and if possible order number and we will call you back as soon as possible. We aim to respond to all e-mails within 24 hours.