Orders are normally processed within 1–3 business days after payment has been successfully authorized.

Processing includes payment verification, fraud screening, order review, product preparation, quality checks, packaging and transfer to the applicable shipping provider.

Business days generally exclude Saturdays, Sundays and public holidays observed by our fulfilment or shipping partners.

After dispatch, delivery may take up to 12 business days, depending on the destination, carrier network, local postal service and customs procedures.

Delivery estimates shown at checkout, in order confirmations or in tracking updates are estimates only and are not guaranteed delivery dates.

Some orders may arrive earlier, while deliveries to remote areas, islands, military addresses or regions with limited carrier coverage may require additional time.

ELLOVER ships to the countries and regions available for selection at checkout.

Shipping availability may vary depending on the destination, local restrictions, carrier coverage, product type and applicable law.

We reserve the right to cancel or decline orders to destinations we cannot reliably or lawfully serve. If this happens, the affected order will be refunded.

Available shipping options and applicable charges are displayed at checkout before payment is completed.

Shipping charges may depend on the destination, order value, parcel weight, product type, selected shipping method and promotional eligibility.

Promotional free-shipping thresholds or offers may apply only to eligible destinations and may be modified or withdrawn at any time before an order is placed.

When tracking is available, a shipping confirmation email will be sent after the parcel has been dispatched.

Tracking may not update immediately. Carriers may require several business days to scan and activate tracking information after receiving the parcel.

International shipments may be transferred between multiple carriers. The tracking number may remain the same, or a local tracking number may later be assigned by the destination postal service.

An order containing multiple items may be divided into separate parcels.

This may occur when products are stored at different fulfilment locations, require different packaging or are available at different times.

Separate parcels may arrive on different dates and may have different tracking numbers. You will not normally be charged additional shipping fees solely because an order was divided into multiple shipments.

ELLOVER orders are shipped in discreet outer packaging designed to protect your privacy.

The outer parcel will not normally display detailed product descriptions or prominent lingerie-related branding, although carrier labels, customs declarations and legally required shipping information may appear on the package.

International orders may be subject to customs inspections, import duties, taxes, handling charges or brokerage fees imposed by the destination country.

Unless checkout expressly states that duties and taxes are included, these charges are the customer’s responsibility and are not controlled by ELLOVER.

Customs authorities may require the recipient to provide identification, payment or additional information before releasing the parcel.

Refusing to pay applicable customs charges may cause the parcel to be returned, abandoned or destroyed. Any related carrier, customs or return-to-sender costs may be deducted from an eligible refund where legally permitted.

Customers are responsible for providing a complete and accurate delivery address at checkout.

The address should include all information required for successful delivery, such as:

The carrier may attempt delivery, leave the parcel in a safe place, deliver it to a neighbour, redirect it to a collection point or leave instructions for redelivery.

Customers are responsible for reviewing tracking updates and completing any collection or redelivery steps required by the carrier.

If a parcel is returned because it was not collected, delivery was refused or repeated delivery attempts failed, additional shipping or return costs may apply.

Delivery delays may occur for reasons outside our direct control, including:

We will provide reasonable assistance when a delay is reported, but we cannot guarantee exact carrier delivery dates.

If tracking shows that a parcel was delivered but you cannot locate it, first:

Contact ELLOVER if the parcel remains missing after completing these steps. We may request a written confirmation, identity verification, carrier case number or other evidence before opening an investigation.

A parcel is not automatically considered lost solely because tracking has not updated for several days.

If the estimated delivery period has passed and no meaningful tracking update is available, contact us at:

support@ellover.com

Include your order number, delivery address and a description of the issue.

We may contact the carrier or fulfilment provider and wait for the applicable investigation to be completed before offering a replacement, refund or other resolution.

If your parcel arrives visibly damaged, photograph the outer packaging before opening it.

After opening, photograph the products, internal packaging, shipping label and any visible damage.

Contact us promptly and keep all packaging until we confirm whether it is needed for a carrier investigation or return.

A parcel may be returned to the sender because of:

After the parcel has been received and reviewed, we may offer reshipment or an eligible refund. Additional shipping, customs, carrier or return-to-sender costs may apply.

Contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee that changes or cancellations can be completed after the order has entered processing, been packed or been transferred to a carrier.

If an order has already been dispatched, you may need to wait for delivery and then follow the applicable return procedure.

We are not responsible for delays or failures caused by events outside our reasonable control.

Such events may include natural disasters, severe weather, war, civil unrest, public-health emergencies, government restrictions, customs actions, carrier disruptions, strikes, cyber incidents or failures of transport and communication networks.

Where possible, we will provide updates and take reasonable steps to reduce the effect of such disruptions.

Nothing in this Shipping & Delivery Policy limits any mandatory consumer rights available under applicable law.

Where the law gives you stronger delivery, cancellation, refund or replacement rights than this policy, those legal rights will apply.

Shipping and delivery enquiries may be sent to:

BLUE HORIZON LINE LTD
Trading brand: ELLOVER
Company number: 15881232
Registered office: Office 9036, 321–323 High Road, Chadwell Heath, Romford, Essex, England, RM6 6AX
Email: support@ellover.com