Delivery from date of order to receiving your item varies dependent on the product. We cannot offer specific times for the delivery at any point, however, on the morning of your chosen delivery date you can check the courier system with the details we provide you. We offer a 7 day delivery service. If there is a specific date you would like your item booked out, please state so in the comment box upon checkout, alternatively, you can send us an email to info@elystraliving.co.uk with your order reference number. Please note, that by selecting a specific date it does not guarantee the order will arrive on that date, however we will endeavour to make this happen.
The delivery service provided is a kerbside delivery and the courier will only take your item to your front door. Please be advised if you live in a flat or an apartment block this will be the first outside door the courier comes into contact with and not necessarily the door to your premises. Please note that if you live in a new build or a difficult to find address its the responsibility of the customer to make us aware of this prior to booking out. The courier will not come into your property at any point. Please note larger items will be delivered on a pallet, these are subjected to the above terms and the courier will leave the pallet with you, the courier nor Elystra Living Ltd are responsible for any packaging left. Once signed for the customer is responsible for the goods.
Before signing for your delivery you should check that there is no damage to your item, the driver should wait whilst you do this. If the driver does not wait please do not accept the delivery unless you are sure it is in good condition. Please refuse any delivery whereby the item or packaging has been damaged and contact us ASAP to advise of this. Once signed for you have accepted the delivery in “as good” condition and our courier nor Elystra can entertain any claims for damaged goods.
Please ensure you retain ALL PACKAGING your item was delivered in until you are 100% satisfied with your purchase.
If you refuse the delivery for no valid reason as mentioned above and without contacting us, you will be required to pay a redelivery fee in order for the item to be delivered again. This will need to be paid before your order can be rescheduled for delivery.
Every effort is made to adhere to the delivery schedule, but it may be delayed in circumstances beyond our control. IMPORTANT It is your responsibility to check that the materials, features, design and dimensions of our products, which are clearly stated on this website, are suitable for your purposes as these are not deemed sufficient cause for returns and refunds outside of your statutory rights. Preparing for and taking delivery: It is your responsibility to check that the dimensions of hall and doorways are sufficient to permit access of the products ordered. Please see our WILL IT FIT page for further details. Where larger items are involved we suggest that you have 2 people to take delivery. Please understand that although our couriers are very helpful, their responsibility is only to deliver the items to your home, not to take them inside, up the stairs, remove packaging etc. When you sign for the goods from the courier, you are signing that you have received them in perfect condition and that you are completely satisfied with them. By signing for your delivery, you confirm that the goods have been received in good condition and that all items and components are present, including legs, feet, handles, fittings, and any bolster or scatter cushions. Therefore, check the goods to ensure that they are free from damage and you are satisfied with them before signing as we cannot be responsible for any marks, scratches, chips, or any other damage whatsoever once you have signed for the goods. The driver will wait for up to 15 minutes whilst you check your item. Should the driver refuse to wait then please refuse the delivery. We will then take this issue up with our carriers. This also applies where someone signs for the goods on your behalf or where the goods are left with a neighbour. We do our utmost to have your item delivered on a day to suit you. Occasionally a delivery will fail for a variety of reasons, i.e. Road traffic accidents or traffic jams whereby the driver runs out of time. We understand the inconvenience caused when a delivery is not completed but we will not offer compensation in this situation as it is beyond our control. In this instance, we will endeavour to make arrangements to have the delivery rescheduled on a day to suit. Please note our deliveries are mainly doorstep or in the case of larger items which are palletised, a kerbside delivery. If you are infirm or have difficulty carrying these items then please ensure you have help. Feedback: Please do not leave negative or neutral feedback prior to discussing any issues with us. We are always here to help resolve any issues you may have.
Additional PostageCosts On rare occasions and based on delivery location and accessibility, your order may incur additional delivery charges when processed by our courier. These additional postage costs can occur for several reasons, including a difficult delivery location or restricted access (road size etc). We suggest you advise us of any possible delivery issues as soon as placing your order. It is the responsibility of you the customer to cover these additional delivery costs before your item can be delivered.
Return Policy
If your item arrives with a manufacturing defect, contact us within 30 days and we will replace it or refund you in full. You may also cancel your order for any other reason within 14 days of delivery, provided items are unused and in their original packaging — return postage is at your cost. Beyond this, kitchen orders cannot be returned. Worktops and made-to-measure items are cut or made to order and are non-returnable. Any item delivered in a damaged condition MUST be reported to us within 24 hours of delivery, in order to be eligible for a refund. CLEARANCE items are not eligible for any returns.
Please note we are not liable in any way for goods that are lost or damaged in return transit to us, so please ensure you package items you want to return carefully.
Lastly please note if you reject or refuse to accept delivery of your order and send the item(s) back to us via our courier, you will incur a return delivery charge as it is not fair to expect us to pay the return delivery charge for an order you no longer want. So please ensure you carefully read the item descriptions, before ordering to avoid any mistakes and if you need any help whatsoever please email info@elystraliving.co.uk or phone: 0121 751 2084 between 9am to 5pm, Monday – Thursday and 9am – 12pm, 3pm – 5pm Friday. If you are refusing or returning an order you must let us know, you can contact us on 0121 751 2084.
Nothing in these terms affects your statutory rights.
Delivery & Returns Policy | Elystra Living
Delivery & returns
Everything you need to know about your order
Clear, plain-English delivery and returns information — so you know exactly what to expect from the moment you order to the moment your furniture arrives.
7-day delivery serviceFast delivery. Request a specific date at checkout.
Kerbside deliveryLarger items delivered to your front door or kerbside. Courier does not enter your property.
Check before signingAlways inspect your item before signing. The driver will wait up to 15 minutes.
30-day returnsNon-bespoke items returnable within 30 days. Kitchen orders: defect-first returns, plus 14-day change of mind — see below.
Delivery timescales & scheduling
Delivery policy
Delivery timescales from the date of order vary depending on the product. We offer a 7-day delivery service and cannot guarantee specific delivery times, however on the morning of your chosen delivery date you can track your order using the courier details we provide you.
Request a specific delivery dateIf you would like your item delivered on a specific date, please state this in the comment box at checkout — or email us at info@elystraliving.co.uk with your order reference number. Please note that selecting a specific date does not guarantee delivery on that date, but we will always do our best to accommodate your request.
Every effort is made to adhere to the delivery schedule. Occasionally, deliveries may be delayed by circumstances beyond our control — such as road traffic incidents — and we will not offer compensation in these situations. If a delivery fails for such a reason, we will endeavour to reschedule on a day to suit you.
Preparing for your delivery
It is your responsibility to check that hallway and doorway dimensions are sufficient to permit access for the products ordered.
Please visit our Will it Fit? page for detailed guidance on measuring your space before ordering.
If you live in a new build or a difficult-to-find address, please advise us before your delivery is booked out.
Where larger items are involved, we recommend having two people available to assist with the delivery.
Please retain all packaging until you are 100% satisfied with your purchase.
Our couriers are helpful — but their role is limitedOur couriers are instructed to deliver items to your home. Their responsibility does not extend to carrying items inside, taking them upstairs, removing packaging, or assembling furniture. Please ensure you are prepared to receive the goods appropriately.
What to do when your delivery arrives
Signing for your goods
Important — inspect before you signBefore signing for your delivery, carefully check that the item and packaging are free from damage. Once you have signed, you have accepted the goods as being in good condition and no claims for damage can be entertained.
01
Inspect the item and packaging carefullyCheck for any visible damage to the outer packaging and the product itself before the driver leaves. The driver is required to wait up to 15 minutes while you do this.
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Refuse if damagedIf the item or packaging is damaged, do not sign and refuse the delivery. Contact us immediately at info@elystraliving.co.uk or call 0121 751 2084 to report the issue.
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If the driver will not waitIf the driver refuses to wait, do not accept the delivery unless you are confident the item is in perfect condition. We will take up any refusal-to-wait issue with our carriers directly.
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Once signedBy signing, you confirm all items and components are present (including legs, feet, handles, fittings and cushions) and that goods are in good condition. We cannot be responsible for damage discovered after signing.
This applies when someone signs on your behalfIf a neighbour, family member or any other person signs for the goods on your behalf, the same conditions apply. You are responsible for ensuring they inspect the goods before signing.
If you refuse the delivery without valid reason and without contacting us first, a redelivery fee will apply and must be paid before your order can be rescheduled.
Larger & palletised items
Kerbside & pallet delivery
The standard delivery service is a kerbside delivery. The courier will bring your item to your front door only — they will not enter your property at any point.
Flats and apartment blocks: delivery will be made to the first outside door the courier encounters, not necessarily the door to your individual unit.
Palletised items: larger items are delivered on a pallet. The courier will leave the pallet with you and will not be responsible for any packaging left on site.
Packaging responsibility: once a palletised delivery has been made, neither the courier nor Elystra Living Ltd is responsible for packaging disposal.
Mobility considerations: if you are infirm or have difficulty carrying items, please ensure you have assistance available on the day of delivery.
Have help available for larger itemsWe strongly recommend having at least two people available when taking delivery of bedroom sets, wardrobes, dining tables and other large items. Our couriers cannot assist with carrying items inside your property.
Difficult access & remote locations
Additional postage costs
On rare occasions, and based on delivery location and accessibility, your order may incur additional delivery charges when processed by our courier. These additional postage costs can occur for reasons including difficult delivery locations or restricted road access.
Customer responsibility for additional costsIf additional delivery charges are incurred due to your location or access restrictions, these must be covered by you (the customer) before your item can be delivered. We suggest advising us of any potential delivery difficulties as soon as you place your order.
It is also your responsibility to ensure the materials, features, design and dimensions of our products are suitable for your purposes. These are clearly stated on every product page on this website and are not deemed sufficient cause for returns or refunds outside of your statutory rights.
Return & refund policy
Returns policy
Kitchen orders — defect-first returnsIf your item arrives with a manufacturing defect, contact us within 30 days and we will replace it or refund you in full. You may also cancel your order for any other reason within 14 days of delivery, provided items are unused and in their original packaging — return postage is at your cost. Beyond this, kitchen orders cannot be returned. Worktops and made-to-measure items are cut or made to order and are non-returnable. Clearance items are also not eligible for returns.
For all other items: if your item arrives damaged, this must be reported to us within 24 hours of delivery in order to be eligible for a refund. Please retain all packaging and contact us immediately.
We are not liable for goods that are lost or damaged in return transit. Please package items carefully.
If you refuse or reject delivery without valid reason and the item is returned to us, you will incur a return delivery charge.
Please read all item descriptions carefully before ordering to avoid any mistakes. If you need help, contact us before purchasing.
Your statutory rights are not affectedNothing in these terms and conditions affects your statutory rights as a consumer. If you have a question about your rights, please contact us directly.
Made-to-order artwork
Our framed velvet canvases are made to order in the UK. Please unpack and check your artwork as soon as it arrives — if it is damaged in transit, tell us within 48 hours with photos and we will replace or refund it at no cost to you.
Changed your mind? No problem — your statutory cancellation rights apply: you can cancel within 14 days of delivery and return the artwork to us in its original condition and packaging. As artwork is made to order, we ask that you take care when unpacking. This does not affect your statutory rights.
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