Shipping Policy

Store: ELANE STUDIO
Customer Support: support@elane.com

Customer Support Hours

Monday – Friday: 9:00 – 18:00
Saturday: 9:00 – 16:00
Sunday: 9:00 – 14:00

1. Shipping Policy

1.1 Standard Shipping

All products purchased from ELANE STUDIO are shipped to the delivery address provided at checkout. Depending on the item and destination, orders may be shipped through international logistics partners.

Free shipping (fixed cost of £0.00) generally takes 5 to 12 business days from the shipment date, depending on the delivery location. Orders are typically dispatched within 1–3 business days after payment confirmation.

A tracking number will be provided so you can monitor the delivery status of your order.

Note: In certain situations beyond our control—such as customs delays, postal disruptions, peak season, adverse weather conditions, or logistics issues—delivery times may be extended by a few additional business days.

We aim to ensure that all orders are delivered successfully. If your product is confirmed as lost or damaged during transit, we will provide an appropriate solution, which may include a replacement or refund. Shipments include tracking where available.

Important: We work with trusted couriers and logistics partners. The courier used may vary depending on the delivery location and the items ordered.

1.2 Shipping Guarantee

If your order is not delivered within 50 business days from the shipment date, you may contact us to request a review of the shipment. If the parcel is confirmed lost in transit, we will provide an appropriate resolution, which may include a replacement or full refund.

Note: You may receive your order in multiple parcels, as items may ship from different warehouses or logistics partners. Receiving separate shipments is normal.

1.3 Order Tracking

Orders are shipped using trusted courier services. The tracking number is typically sent by email within 3–5 business days after payment confirmation, together with instructions on how to track your shipment.

2. General Conditions

2.1 Correct Shipping Address

Please ensure that you enter a correct and complete shipping address at checkout. ELANE STUDIO will ship the order only to the address provided by the customer and cannot be held responsible for delivery issues resulting from incorrect or incomplete address details supplied at checkout.

2.2 Recipient Availability

Please ensure that someone is available to receive the parcel at the delivery address.

If the courier attempts delivery and the recipient is unavailable, typically:

• up to three delivery attempts may be made; and/or
• a notice may be left and the parcel may be taken to a pickup point or courier depot, depending on the service used.

Generally, you may have 7 consecutive days to collect the parcel, where collection is available. After that period, the parcel may be returned to the sender.

If a parcel is returned due to non-collection, we may—at our discretion—arrange a reshipment or issue a refund once the return is received. In some cases, additional shipping or handling fees may apply where permitted by law.

2.3 Incorrect or Incomplete Address

If delivery cannot be completed due to an incorrect or incomplete address provided by the customer, the parcel may be returned and no further delivery attempts may be made to that address.

In this case, you may request a reshipment after confirming the correct address or request a refund. If reshipment is required due to customer error, we may deduct any shipping or handling charges billed by the courier, where permitted by law.

3. Contact

If you have any questions about shipping, please contact us:
Email: support@elane.com
Operating company: Sterling Story LLC
Business address: 5203 Juan Tabo Boulevard Northeast, Albuquerque, New Mexico, United States