Shipping policy
Customers outside the European Union may be subject to import duties and local taxes upon delivery. These charges are not collected by Elite London and are the responsibility of the recipient. Full details are in Section 20.
Important Disclosure: Elite London is a brand operated by Emanuel Kristensson (Swedish personnummer: 010615-8090), a private individual registered at Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. All orders are dispatched from our supplier warehouse. View Legal Notice →
Shipping Policy Summary
The most important shipping facts at a glance. Full explanations for every point are in the numbered sections below.
All Orders
Business Days
Business Days
Stockholm
Order
Pounds
Table of Contents
Shipping Policy Overview
At Elite London, we want the experience of receiving your order to be as straightforward and reliable as possible. This shipping policy tells you exactly how your order is handled from the moment you place it to the moment it arrives at your door. There are no hidden fees, no confusing conditions, and no surprises.
We offer free shipping on every order, to every country, with no minimum spend required. Orders are processed within 1–3 business days and delivered within 5–8 business days after dispatch. Every order is fully tracked and you will receive a tracking number by email once your order has been dispatched.
Elite London is a fashion brand operated by Emanuel Kristensson, a private individual based in Sweden (personnummer: 010615-8090), registered at Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. We operate as an online-only store selling women’s clothing internationally. All orders are fulfilled from our supplier warehouse and shipped directly to our customers. Visit our Legal Notice for full entity details.
Shipping Destinations
We ship to customers in every country worldwide. Whether you are in the United Kingdom, the European Union, the United States, Australia, Canada, or anywhere else in the world, we will deliver to your address.
- +United Kingdom — England, Scotland, Wales, Northern Ireland
- +All 27 European Union member states
- +United States of America — all 50 states
- +Canada, Australia, and New Zealand
- +All other countries worldwide
While we ship to all countries, some destinations may have longer delivery times or local postal restrictions that are outside our control. Delivery to remote areas or territories with limited postal access may take longer than our standard estimate.
Customers in countries outside the EU and UK may also be subject to import duties and taxes upon delivery. Please see Section 20 for full details on this.
If your country does not appear as a shipping option during checkout, please contact us at support@elite-london.com and we will do our best to accommodate your order manually.
Product Pricing and Currency
All prices on the Elite London website are displayed and charged in British Pounds Sterling (GBP, £). This is our base currency and applies to all transactions regardless of the country you are ordering from.
The price displayed on each product page in GBP is the exact amount that will be charged to your payment method. There are no additional charges added by Elite London at checkout beyond the product price itself. Shipping is always free.
If you are based outside the United Kingdom, your bank or card provider will convert the GBP amount into your local currency at their current exchange rate. Elite London does not control this rate and does not apply any currency conversion fee. Any conversion fee charged is applied by your bank, not by us.
The price you see on the product page is the full price you pay to Elite London. We do not add hidden fees, service charges, or handling fees at checkout. The only additional costs that may apply are import duties or local taxes in your country, which are applied by your government and are explained in detail in Section 20.
Shipping Cost
Shipping is completely free on every order we accept, to every country in the world, regardless of the size of your order. There is no minimum order value required to qualify for free shipping. You will never be charged a delivery fee by Elite London.
Free shipping applies to all products, all order values, all countries, and all customers. It applies to your first order and every order after that. We believe shipping should be included in the price you see, not added on at the end.
Free shipping covers the full cost of shipping your parcel from our warehouse to your delivery address. It does not cover import duties, customs charges, or taxes that your country’s government may levy on incoming goods. Those charges, where applicable, are separate and are explained in Section 20.
Where We Ship From
Elite London is operated by Emanuel Kristensson, a private individual based in Sweden. However, your order will not necessarily be dispatched from Sweden. We work with a supplier and fulfilment partner who stores and ships our products on our behalf.
Depending on which products you order, your parcel may be dispatched from a warehouse located in Europe or another region. The exact dispatch location may vary depending on stock availability and your delivery destination. Regardless of where your parcel originates, the shipping terms, timelines, and protections described in this policy apply equally to all orders.
The country your parcel is dispatched from can affect whether customs duties or import taxes are applied when it arrives in your country. For example, if you are a UK customer and your parcel is dispatched from outside the UK, it may be subject to UK import procedures. Likewise for EU customers receiving parcels from outside the EU. Full details on taxes and duties are in Section 20.
Order Cut-Off Time
Our order cut-off time is 21:00 (9:00 PM) Central European Standard Time (CET), which is GMT+01:00 — Stockholm time. This is the time we use to determine which business day your order falls on for processing purposes.
Our 21:00 CET cut-off time corresponds to: 20:00 GMT / UTC (United Kingdom, winter) — 15:00 Eastern Time (ET) (United States, East Coast) — 12:00 Pacific Time (PT) (United States, West Coast) — 07:00 AEST next day (Australia, East). Please note that exact times may shift by one hour during daylight saving periods in your country.
Order Processing Time
Processing time is the period between when you place your order and when it is physically handed to a courier for delivery. For Elite London, this takes 1 to 3 business days. Business days are Monday to Friday, excluding public holidays.
During this time, your order is verified, payment is confirmed, the item is located and quality checked in our fulfilment warehouse, and the parcel is prepared and packaged for dispatch.
Processing time (1–3 business days) is entirely separate from transit time (5–8 business days). These two periods run consecutively, not at the same time. Your total estimated delivery window is the sum of both. For example, if processing takes 2 business days and transit takes 6 business days, your order arrives approximately 8 business days after you placed it.
Transit and Total Delivery Time
Once your order has been dispatched, the courier will deliver it within 5 to 8 business days. Business days are Monday to Friday. Weekends and public holidays are not counted as business days for delivery purposes.
| Destination Region | Typical Transit Time | Total Est. Delivery |
|---|---|---|
| United Kingdom | 5–8 business days | 6–11 business days |
| European Union | 5–8 business days | 6–11 business days |
| United States | 5–8 business days | 6–11 business days |
| Canada & Australia | 5–8 business days | 6–11 business days |
| Rest of World | 5–8 business days | 6–11 business days |
The delivery times listed above are estimates based on typical courier performance and are not guaranteed delivery dates. Delays can occur due to customs inspections, adverse weather conditions, carrier backlogs, or public holidays in the destination country. If your order has not arrived within 15 business days of your dispatch confirmation, please contact us and we will investigate.
Delivery Terms and Couriers
We work with established international courier and postal services to deliver your orders. The courier assigned to your order will depend on your delivery destination and the most efficient route available at the time of dispatch.
Couriers we may use include, but are not limited to: Royal Mail, PostNord, DHL, Evri, DPD, FedEx, and local national postal services in the destination country. In some cases, a parcel may be handed from an international carrier to a local postal service for the final stage of delivery within your country.
Courier deliveries operate Monday to Friday. Some couriers also deliver on Saturdays. Sunday deliveries are not standard but may occur in some countries depending on the local carrier. Public holidays in the destination country may affect delivery days.
Most couriers will attempt delivery to your door. If you are not present, they may leave the parcel in a safe place, with a neighbour, at a local collection point, or leave a calling card for you to rearrange delivery. Procedures vary by courier and country.
We cannot guarantee that a specific courier will be used for your order. The courier is selected based on your location and the most reliable service available at the time of dispatch. If you have a strong preference or a restriction (for example, if your building does not accept certain carriers), please contact us before placing your order so we can advise.
Tracking Your Order
Every order placed with Elite London includes full tracking. Once your order has been dispatched, you will receive a dispatch confirmation email containing your tracking number and a link to track your parcel in real time.
It is normal for tracking to show no update for 24–48 hours after dispatch while the parcel is in the initial stages of transit. If your tracking has not shown any movement for more than 5 business days after your dispatch email, please contact us at support@elite-london.com and we will investigate with the courier.
Packaging and Order Protection
All Elite London orders are packaged with care to ensure your item arrives in the same condition it left the warehouse. We use packaging appropriate to the size and nature of the item, with sufficient protection for the rigours of international transit.
- +Items are wrapped in tissue paper or a protective sleeve before packaging.
- +Outer packaging is securely sealed and tamper evident.
- +All labels include full delivery address and return address for undeliverable parcels.
If the outer packaging of your parcel shows visible signs of damage on arrival, please photograph it before opening. If the item inside is also damaged, please contact us within 48 hours with photos. Full details on how we handle damaged items are in Section 16.
Address Accuracy and Verification
It is your responsibility to ensure the delivery address you enter at checkout is complete and accurate. Once an order is placed and moves into processing, it becomes very difficult to change the address. Please double-check every line of your address before completing your purchase.
- Missing apartment, flat, or unit number when the building has multiple dwellings.
- Incorrect or missing postcode or ZIP code.
- Misspelled street name or city name.
- Using an old address that you have moved out of.
- Selecting the wrong country from the dropdown menu.
If your parcel cannot be delivered due to an address error that you provided at checkout, the parcel may be returned to the sender. In this situation, we will contact you and offer to reship the order to a corrected address. Any additional shipping costs incurred due to an address error on the customer’s part may be passed on. We will always discuss this with you before any charges are applied.
Order Cancellations
We begin processing orders very quickly after they are placed, sometimes within a matter of hours. If you need to cancel your order, please contact us as soon as possible. The sooner you contact us, the better the chance we can stop the order before it is dispatched.
If your order has not yet been dispatched when you request a cancellation, we will cancel it and issue a full refund to your original payment method. Email us immediately at support@elite-london.com with your order number in the subject line.
Once your order has been dispatched, we are unable to stop or recall the parcel. In this case, you will need to receive the delivery and then follow our standard return process. Please refer to our Return and Refund Policy for full instructions.
Changing Your Shipping Address
If you realise you have entered an incorrect or incomplete shipping address after placing your order, please contact us immediately at support@elite-london.com. Include your order number and the corrected full delivery address.
We can only change your delivery address while your order is still being processed and has not yet been handed to a courier. Once dispatched, the address is locked by the carrier’s system and cannot be changed by us. Some couriers allow customers to redirect parcels directly through their own app or website — check your tracking link once you receive it to see if this option is available.
We respond to all emails within 24–48 business hours, but address change requests should be marked as urgent. Please write “URGENT — Address Change Request” in the subject line of your email so our team can prioritise your message.
Failed Deliveries and Missed Attempts
A failed delivery occurs when a courier attempts to deliver your parcel but is unable to complete the delivery. This can happen when no one is at home, access to the building is restricted, or the address is incomplete. Here is what happens in each scenario and what you should do.
If a parcel is returned to us due to a missed delivery that was caused by an incorrect address you provided, or because you did not collect the parcel from the depot in time, we may need to charge a reshipping fee to send the order again. If the failed delivery was caused by a courier error, we will reship at no cost to you. We will always contact you before any charges are applied.
Damaged Items Upon Arrival
If your item arrives and is visibly damaged or in a condition that clearly occurred during transit, please contact us within 48 hours of delivery. Do not return the item until you have heard from us.
Missing or Incorrect Items
If an item is missing from your order, or if you have received the wrong item, please contact us immediately. We take these issues very seriously and will resolve them as a priority.
If you ordered multiple items and one or more are missing from the parcel, please check your order confirmation email to see if your items are being shipped separately. If they are all listed in the same shipment but something is missing, email us with your order number and tell us which item is missing.
If the item you received is not what you ordered, please email us with a photograph of what you received along with your order number. We will arrange collection of the wrong item at no cost to you and send the correct item immediately, subject to availability.
We aim to resolve all missing and incorrect item reports within 1–2 business days of your initial contact. A replacement will be dispatched as soon as the issue is confirmed, or a full refund will be issued if the correct item is no longer in stock. Either way, you will not be left out of pocket.
Lost or Delayed Packages
Whilst the vast majority of our orders arrive within the estimated delivery window, occasionally a parcel can be significantly delayed or, in rare cases, lost in the postal network. We want to be fully transparent about what we do when this happens.
If your parcel has not arrived within 15 business days of your dispatch confirmation email, we consider it delayed and will open an investigation with the carrier. Please contact us if this happens and include your order number and tracking number.
If tracking shows no movement for more than 10 consecutive business days and the carrier confirms the parcel cannot be located, we will treat it as lost. In this case we will offer you a full replacement at no charge, or a full refund, whichever you prefer.
When we open an investigation with a carrier, they typically need 5–10 business days to complete their search. We will keep you informed throughout this process and will not make you wait longer than necessary. If the carrier investigation confirms a loss, we will resolve your case immediately without requiring you to wait further.
Some delays are caused by customs inspections or handovers between international and local postal networks. These are beyond our control but we will still work with you to find a resolution. If your parcel is held in customs, you may need to contact your local customs office directly, especially if a customs fee payment is required to release it.
Delivery Confirmation and Package Theft
Once a carrier marks your parcel as “Delivered” in the tracking system, this indicates that the courier believes the parcel was successfully delivered to your address. However, we understand that this is not always the full picture.
Please check the following before contacting us:
- -Check with all household members
- -Check safe places near your entrance
- -Check with neighbours in case it was left with them
- -Check for a delivery notification card
If you believe your delivered parcel has been stolen from your property or communal area, please contact us within 48 hours. We will contact the carrier to request delivery confirmation details. We may ask you to file a police report if theft is suspected. We will assess each case individually and work to find a fair resolution.
We review every case of non-receipt individually and fairly. We do not dismiss claims. If a carrier investigation confirms that your parcel was not delivered correctly, we will send a replacement or issue a refund. If you have any concern about the security of deliveries to your address, consider requesting delivery to a parcel locker, post office, or alternative address when placing future orders.
VAT, Taxes, and Import Duties
This is one of the most important sections of this policy for international customers to read. The rules around VAT and import duties vary significantly by country. We want to be completely transparent about what charges may apply and who is responsible for them.
Elite London collects only the product price listed on our website. We do not collect VAT, import duties, or customs fees on behalf of any government. Any such charges are applied by your country’s customs authority and are entirely separate from your payment to us. These are government-imposed fees and are the responsibility of the customer receiving the goods.
The European Union applies VAT on goods imported from outside the EU. For parcels with a value of €150 or less, VAT is typically collected at the point of sale if the seller is registered under the EU’s Import One-Stop Shop (IOSS) scheme. Elite London is not currently registered under IOSS. This means that for EU customers, VAT may be collected by the local customs authority or the delivery carrier upon import. You may receive a request to pay VAT before your parcel is released for delivery. The rate varies by EU member state but is typically between 19% and 25% of the goods value. For parcels valued above €150, both VAT and import duty may apply.
Since January 2021, the UK applies its own import rules following Brexit. UK VAT (currently 20%) applies to goods imported from outside the UK. For orders valued at £135 or less, VAT should be collected at the point of sale if the seller is registered with HMRC for UK VAT. Elite London is not currently registered for UK VAT collection at point of sale. This means UK customers may receive a VAT bill from the carrier or Royal Mail before delivery. For orders above £135, both VAT and customs duty may be charged. We recommend checking the current UK import thresholds on the HMRC website before ordering.
The United States currently applies a de minimis threshold of USD $800. This means that most individual orders valued below $800 USD can enter the US without being subject to import duties. However, US sales tax rules vary by state and are generally not collected on international imports at the parcel level. The vast majority of Elite London orders to the US will not incur any additional import charges, but this cannot be guaranteed as thresholds and regulations may change. Customers are advised to check with US Customs and Border Protection (CBP) for current rules.
Import duty and tax thresholds vary by country. Some countries apply charges on all imported goods, others have thresholds below which no charges apply. We strongly recommend that customers outside the EU, UK, and US check their country’s customs regulations before placing an order. We declare the accurate value of goods on all customs documentation and will not mark parcels as “gifts” or under-declare values, as this is illegal and can cause serious problems for both the customer and us.
Any import duty, VAT, customs fees, or brokerage charges applied by the destination country are the sole responsibility of the customer. Elite London will not reimburse these charges. If a parcel is refused or returned because a customer declined to pay customs charges, we are not able to refund the original order. We will contact you if a returned parcel is received and discuss options, but please be aware that restocking and reshipping costs may apply.
Customer Responsibilities
To ensure a smooth delivery experience, there are certain responsibilities that fall to you as the customer. None of these are unreasonable and most are simply a matter of being available and attentive when your order is on its way.
- +Provide a complete, accurate, and deliverable shipping address at checkout.
- +Ensure someone is available to receive the delivery or that safe delivery instructions are clear.
- +Collect your parcel from a depot or collection point promptly if a delivery attempt fails.
- +Pay any applicable import duties or customs fees in your country promptly to avoid delays.
- +Check your order confirmation and dispatch emails for tracking information.
- +Contact us within 48 hours of delivery if you have any issues with your order.
Our Responsibilities to You
We take our obligations to you seriously. Here is a clear and honest list of everything we commit to delivering as part of every order placed with Elite London.
- +Process your order within 1–3 business days of receiving cleared payment.
- +Send you an order confirmation email immediately after your purchase.
- +Send you a dispatch confirmation with your tracking number once your order has shipped.
- +Package your order securely and to a standard appropriate for international transit.
- +Investigate all delivery issues promptly and keep you informed throughout the process.
- +Offer a replacement or full refund for orders confirmed as lost, damaged, or incorrectly fulfilled.
- +Respond to all support emails within 24–48 business hours, Monday to Friday.
Invoices and Documentation
An order confirmation email is sent to you automatically when your order is placed. This email serves as your receipt and contains a full breakdown of what you ordered and the amount you paid. If you require a formal invoice, please contact us and we will issue one.
All international parcels are accompanied by accurate customs documentation showing the true value and description of the goods inside. We declare clothing items at their correct purchase value. We do not mark items as gifts or under-declare values, as this constitutes customs fraud and is illegal in most countries.
If you need a VAT invoice, a business invoice, or any other formal documentation for your purchase, please email us at support@elite-london.com with your order number and specify what type of document you require. We will prepare and send it within 2 business days.
Sustainable Packaging
We are aware that packaging creates waste and we are actively working to reduce the environmental impact of our shipments. Where possible, we use packaging materials that are recyclable, made from recycled content, or biodegradable.
- We avoid unnecessary filler material and excess packaging wherever possible.
- Outer mailer bags are selected for durability to minimise transit damage and the need for replacements.
- We are continuously reviewing our packaging supply chain with the aim of improving sustainability over time.
We acknowledge that we are at an early stage of this journey and that there is room for improvement. We welcome feedback from our customers on this topic.
Security and Fraud Prevention
We take order security seriously to protect both our customers and ourselves. All orders are subject to security checks before processing. In some cases, we may contact you to verify an order before dispatching it.
If an order shows unusual signals — such as a billing address and shipping address in different countries, multiple orders placed in quick succession, or a payment flagged by our processor — we may pause the order to verify it. This protects customers whose payment details may have been used without their knowledge.
If we need to verify your order, we may ask you to confirm your email address, provide proof of identity, or confirm details of your payment method. We will always contact you by email and will never ask for your full card number, PIN, or password. If you receive a suspicious message claiming to be from us, please contact us directly to verify.
If an order is found to have been placed using stolen or fraudulent payment details, we will cancel the order immediately, refund the legitimate cardholder where applicable, and report the incident to the relevant authorities. We cooperate fully with law enforcement in all fraud investigations.
Holiday and Peak Season Delays
During major shopping and holiday periods, both our warehouse and the courier networks we use experience a significant increase in volume. This can lead to processing and delivery times that are longer than our standard estimates. We want to be upfront about this rather than make promises we cannot keep during busy periods.
- Black Friday and Cyber Monday — late November. Order volumes across the entire industry surge dramatically.
- Christmas and New Year — December through early January. Both warehouse and courier capacity is heavily strained.
- Valentine’s Day — early February. A popular gifting period with higher than average order volumes.
- Public Holidays — any public holiday in Sweden (our processing base) or in the destination country may pause processing or delivery for a day.
If you need an order to arrive by a specific date, especially during a peak period, we recommend placing your order at least 2 weeks in advance of that date. We will always do our best to meet our standard delivery estimates, but during peak season we appreciate your patience and understanding if things take a little longer than usual.
Contact and Business Information
For all shipping enquiries, please contact our support team. We aim to respond to all emails within 24–48 business hours, Monday through Friday. Please always include your order number in your email subject line so we can help you as quickly as possible.