Shipping policy
Elvarn ("we", "us" and "our") operates elvarn.co.uk ("Website"). By placing an order through our Website, you agree to the shipping terms set out below.
This policy provides clear information on the processing, dispatch and delivery of your order. Due to the size and nature of some of our products, including saunas, cold plunges, ice baths and other large wellness equipment, delivery times and methods may differ from standard parcel deliveries.
Shipping Costs
We offer free UK mainland shipping unless otherwise stated on the relevant product page or at checkout.
Additional delivery charges may apply to certain remote locations, offshore addresses or locations requiring specialist freight arrangements. Where applicable, we will contact you before dispatch.
Processing & Delivery Times
Orders are generally processed within 1 to 3 business days.
Our estimated delivery timeframe for large products such as saunas, cold plunges, ice baths and other freight-delivered items is approximately 8 to 12 weeks.
Delivery times are estimates rather than guaranteed delivery dates. Due to the nature of international freight and oversized deliveries, circumstances outside our reasonable control may affect delivery times. These can include customs clearance, port congestion, carrier delays, adverse weather, logistical disruption and other transport-related delays.
By placing an order for a product displaying an estimated 8 to 12 week delivery timeframe, you acknowledge and agree that delivery may take place outside the standard 30-day delivery period. We will provide updates where reasonably possible if we become aware of a significant delay affecting your order.
Estimated Delivery Dates
Any delivery date or timeframe displayed on our Website, provided by our customer service team or provided by a shipping carrier is an estimate only, unless expressly confirmed as a guaranteed delivery date.
While we make every reasonable effort to ensure orders arrive within the estimated timeframe, delays can occasionally occur. Nothing in this policy limits your statutory consumer rights where goods are not delivered within an agreed delivery period or where you are otherwise legally entitled to a remedy.
International Fulfilment
Some products available through our Website are dispatched directly from our overseas fulfilment partners. This includes certain sauna, cold plunge, ice bath and wellness products that may be dispatched from China or other international locations before being transported to the United Kingdom.
As a result, tracking information may show international locations during transit. This is normal and does not necessarily indicate an issue with your order.
Customs, Duties & Import Taxes
Because some products are dispatched internationally, orders may pass through UK customs before final delivery. Depending on the product, destination and shipping arrangement used, customs duties, import VAT, clearance charges or other import-related fees may apply.
Where we know that additional charges will be payable by the customer, we will make this clear before purchase where reasonably possible.
Some shipments may be sent using a shipping service under which applicable import duties and taxes are handled as part of the shipping arrangement. In these circumstances, customers should not normally be required to pay additional customs charges upon delivery.
Unless expressly stated that duties and taxes are included, any customs duties, import taxes or clearance charges imposed by the destination country's authorities or the delivery carrier are the responsibility of the customer and are not refundable by us.
If you are unexpectedly contacted by a carrier requesting payment of customs or import charges for a UK order, we recommend contacting us before making payment so that we can check the shipping arrangement used for your order.
Pre-Order Delivery & Access Check
Before placing an order for a sauna, cold plunge, ice bath or other large or oversized product, please contact us at elevate@elvarn26.com.co so that we can confirm the delivery requirements for your address and product.
This is important because large-item deliveries may require suitable vehicle access, sufficient space for unloading, clear access routes and, in some cases, specialist delivery arrangements.
When contacting us, please provide your postcode and let us know about any potential access restrictions, including narrow roads, restricted entrances, stairs, lifts, gated access, limited parking, difficult driveways or any other circumstances that could affect delivery.
Customers are responsible for ensuring that the delivery location is suitable for the product ordered and that there is adequate access for the delivery vehicle and the packaged product. Contacting us before ordering allows us to identify any potential delivery restrictions or additional requirements before your order is processed.
If you place an order without contacting us first, we may contact you before dispatch to confirm the delivery arrangements. Where delivery cannot be completed because of access restrictions or other circumstances relating to the delivery location that were not disclosed to us, additional storage, redelivery or specialist delivery charges may apply.
Large & Oversized Deliveries
Saunas, cold plunges, ice baths and certain other products are substantially larger and heavier than standard parcels and may therefore be delivered using a specialist freight carrier. The carrier may contact you by telephone, text message or email to arrange or confirm delivery.
Please ensure that the delivery address and contact details provided when ordering are accurate.
Unless expressly stated on the relevant product page, delivery does not include installation, assembly, positioning of the product inside your property or removal of packaging.
Customers are responsible for ensuring that there is suitable access to the delivery location for the size of product ordered. Where a delivery cannot be completed because of incorrect address information, restricted access, the customer not being available for an arranged delivery, or another circumstance within the customer's control, additional storage or redelivery charges may apply.
Dispatch
Orders are processed and dispatched during normal business days, Monday to Friday, excluding UK bank holidays.
For internationally fulfilled products, dispatch means that the order has entered the supplier or freight network and does not necessarily mean that the product has already arrived within the United Kingdom.
Tracking Information
Where tracking is available, customers will receive tracking information or delivery updates after dispatch. Large international freight shipments may not provide the same level of real-time tracking as standard courier parcels.
There may also be periods during sea freight or customs processing where tracking information does not change for several days or weeks. This does not necessarily mean that the shipment has stopped moving.
Changes to Your Delivery Address
Please contact us as soon as possible if you need to change your delivery address. We will make reasonable efforts to amend the address before dispatch. However, once an order has entered the fulfilment or freight network, we cannot guarantee that the delivery address can be changed. Additional charges arising from an address change after dispatch may be payable by the customer.
P.O. Boxes
Large products, including saunas, cold plunges, ice baths and freight-delivered goods, cannot be delivered to P.O. Box addresses. A valid residential or commercial delivery address must be provided.
Products Out of Stock
If a product becomes unavailable after an order has been placed, we will contact you as soon as reasonably possible. Where we are unable to fulfil the product, the affected item will be cancelled and refunded.
Delivery Delays
If your order has exceeded its estimated delivery timeframe, please contact our customer service team so that we can investigate the shipment with the relevant fulfilment or delivery partner.
International freight investigations can take additional time because information may need to be obtained from shipping lines, customs agents, freight forwarders and final-mile carriers. We will keep you informed of any material information provided to us regarding your shipment.
Damaged Deliveries
Please inspect the external packaging of large deliveries before accepting them wherever reasonably possible. If there is visible significant damage, please photograph the packaging and product and notify us as soon as possible. If requested by the carrier, please note any visible damage on the delivery paperwork before signing for the shipment.
Where damage is discovered after delivery, please contact us promptly with photographs of:
- the external packaging
- the shipping label
- the damaged area of the product
- the complete product
This information helps us investigate the issue with the freight carrier and determine the appropriate resolution.
Lost Shipments
If a shipment is believed to have been lost in transit, we will open an investigation with the relevant carrier or freight provider. Where the carrier confirms that the shipment has been lost, we will arrange an appropriate replacement or refund in accordance with your legal rights and our applicable policies.
Cancellations Before Dispatch
If you wish to cancel an order, please contact us as soon as possible. Orders that have not yet entered processing or dispatch may usually be cancelled.
Because large products can enter international production, fulfilment and freight networks shortly after an order is processed, cancellation after processing or dispatch may be subject to our Returns & Refund Policy and your statutory cancellation rights. Please refer to our Returns & Refund Policy for full information regarding cancellations, returns and associated return delivery costs.
Delivery Restrictions
We currently deliver to eligible UK addresses unless otherwise stated. Certain remote, offshore or restricted locations may require additional delivery arrangements or may not be serviceable by our freight partners. If your address cannot be serviced under our standard delivery arrangement, we will contact you before proceeding.
Customer Service
If you have any questions regarding your order, delivery or tracking information, please contact:
Email: elevate@elvarn.co
Please include your order number when contacting us so that we can assist you as quickly as possible.