Shipping policy
At Edelyx, we aim to provide a transparent and efficient shipping experience for our customers. We currently serve customers throughout the United Kingdom, with free standard shipping on all eligible orders.
1. Shipping Scope
At this time, Edelyx serves customers within the United Kingdom only. We do not ship to P.O. Boxes or to military addresses (APO/FPO).
2. Shipping Costs, Taxes and Duties
- Standard Shipping: always FREE on all orders within the United Kingdom, with no minimum order value.
- DDP (Delivered Duty Paid): all prices shown include any applicable VAT. Any applicable import duties and taxes are prepaid by us. There are no additional customs charges or hidden fees payable upon delivery. The price you see at checkout is the final price you pay.
3. Order Processing & Delivery Times
The total time to receive your order consists of two parts: handling time and transit time. The estimated total delivery time is 8–12 business days.
|
Stage |
Duration |
|
Order Handling Time |
1–2 business days (Monday – Friday) |
|
Transit Time |
7–10 business days (Monday – Friday) |
|
Estimated Total Delivery |
8–12 business days |
- Order cut-off time: 5:00 PM (GMT, London). Orders placed after this time or at weekends will be processed on the following business day.
- Business days: delivery estimates are given in business days and exclude weekends and UK public holidays.
4. Shipping Partners & Tracking
- Carriers: final-mile delivery within the United Kingdom is handled by established UK delivery services. The carrier responsible for your order is identified in your dispatch confirmation email.
- Tracking: every order includes tracking. You will receive a confirmation email with a tracking number as soon as your package is dispatched, and you can follow your parcel through the carrier's tracking portal. Please allow 24–48 hours for tracking information to update.
5. Address Changes and Cancellations
- Wrong address: it is the customer's responsibility to ensure that the shipping address is correct. If you notice an error, please contact us immediately at support@edelyx.com. Once the order has been handed to the carrier, we cannot change the delivery address.
- Cancellations: you can request a cancellation at any time before your order has been dispatched. Because orders are processed quickly, please contact us within 6 hours of placing your order to give us the best chance of stopping it in time. If your order has already been dispatched, it can no longer be cancelled before delivery, but you may return it in accordance with our Refund and Return Policy. Your statutory right to cancel under the Consumer Contracts Regulations 2013 is not affected.
6. Delays & Issues
- Delivery delays: while we strive for punctuality, delays may occur due to external factors beyond our control (for example, extreme weather, industrial action, or customs processing). If your order has not arrived within the estimated delivery time-frame (8–12 business days), please contact us at support@edelyx.com.
- Missing or damaged items: if an item is missing or arrives damaged, please report it to our customer service team within 48 hours of delivery where possible. If there is visible damage to the packaging, we recommend taking photos before opening it, as this helps us process the claim. This does not affect your statutory rights.
7. Contact Information
For any questions regarding your shipment or tracking, our team is here to help:
Store name: Edelyx
Address: 25 St. Helen's St, Ipswich IP4 1HH, United Kingdom
Email: support@edelyx.com
Phone: +447564010548
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT, London)
We usually reply within 24 hours.