Shipping policy
Shipping Policy
2.1 Where our products ship from
Our products are manufactured and dispatched from our factories and supply partners located in China. Although Solstead Limited is a UK company, orders ship directly from China to your delivery address, wherever you are. This affects delivery times, customs handling and return logistics, all explained below.
We are transparent about this at the point of sale. If you would prefer not to order goods shipped internationally, please do not place an order.
2.2 Where we ship to
We ship to customers in the United Kingdom, the European Union, the United States and Canada.
2.3 Processing time
Orders are processed within 3 business days of payment being confirmed. Orders placed at weekends or on public holidays are processed on the next working day.
You will receive an order confirmation email, and a further email with tracking details once your order has been dispatched.
2.4 Delivery estimates
Once dispatched, orders typically arrive within 7–12 business days.
This is an estimate, not a guarantee. Delivery may be affected by customs clearance, carrier delays, weather and peak periods. Deliveries to the Scottish Highlands and Islands, Northern Ireland, outlying EU territories and remote areas of North America may take longer.
United Kingdom and European Union customers: where no delivery date is agreed, we will deliver without undue delay and in any event within 30 days of the contract being formed. If we cannot, you may end the contract and receive a full refund.
2.5 VAT, customs and import charges
Because your order ships from China, your parcel must clear customs in your country. How tax is handled depends on where you are:
| Region | How tax and duty are handled |
|---|---|
| United Kingdom | For consignments of £135 or less, UK VAT is charged by us at checkout and included in the price you see. Above £135, import VAT and any customs duty are collected at the border, usually by the carrier, together with a handling fee. |
| European Union | For consignments of €150 or less, VAT is charged at checkout at your country's rate and included in the price. Above €150, import VAT and duty are collected at the border. A flat customs duty also applies to low-value consignments under EU rules introduced in July 2026. |
| United States | Parcels clear U.S. Customs and Border Protection. Duties, tariffs and fees may apply on import, depending on the value and classification of the goods and the rules in force at the time. |
| Canada | Parcels clear the Canada Border Services Agency. GST/HST, applicable provincial taxes and customs duty may be charged on import, and carriers commonly add a brokerage fee. |
Where charges are collected at the border, they are set by the relevant government and carrier — not by us — and are your responsibility as the importer. We cannot predict, control or refund them.
If you refuse to pay import charges and the parcel is returned or destroyed, we cannot refund the shipping cost, and any product refund will be handled under our Returns Policy below.
We do not declare orders as "gifts" or understate their value on customs paperwork. Doing so is unlawful and we will not do it on request.
2.6 Incorrect addresses
Please check your delivery address carefully. We are not responsible for orders delivered to an address entered incorrectly at checkout. If you notice an error, email Support@elleryandfinch.com immediately — if the order has not yet dispatched, we will do our best to correct it.
2.7 Lost, delayed or damaged parcels
Goods remain our responsibility until they are delivered to you. If tracking shows no movement for 15 consecutive days, or your order has not arrived within 30 days of dispatch, contact Support@elleryandfinch.com and we will investigate with the carrier. If a parcel is confirmed lost, we will offer a replacement or a full refund at your choice.
If your item arrives damaged, contact us within 7 days of delivery with photographs of the item and the packaging.