Help Centre & FAQ
Help Centre & FAQ
Everything you need to know about shopping with Elemento. We're a UK-owned store — here's the honest detail.
📦 Shipping & Delivery
How long does delivery take?
Most orders are dispatched within 1–3 business days and delivered to the UK in typically 7–15 working days via tracked international shipping. You'll get a tracking link by email once your order ships.
Do you ship internationally?
We currently ship within the UK only.
Do you offer express shipping?
Not currently — all orders use tracked shipping, typically arriving within 7–15 working days.
Is it dispatched from the UK?
We're a UK-owned business, but our products are dispatched from our international suppliers' warehouses — that's how we keep prices low. Every order is fully tracked.
Is shipping free?
Yes — free UK delivery on all orders over £50. Under £50, a small flat rate applies at checkout.
Can I track my order?
Yes. You'll receive a tracking link once your order has been dispatched.
Do you have retail store locations?
We're an online-only store — no physical locations — but we deliver across the UK.
↩️ Returns & Refunds
What's your returns policy?
Our 30-Day Happiness Guarantee: if an item doesn't work out, contact us within 30 days of delivery.
How do I start a return?
Email shopatelemento@gmail.com or message us via the site chat with your order number.
When will I be refunded?
Once we receive and check your return, we refund your original payment method within a few business days.
🛒 Products & Orders
Are the products good quality?
Yes — every product is selected and quality-checked before listing. If anything arrives faulty, we'll put it right.
Do you offer bulk or wholesale orders?
Not currently. For larger orders, message us and we'll see what we can do.
How do I use my product?
Each product page includes a "How to use" guide and an FAQ section.
💳 Payments & Security
Which payment methods do you accept?
Cards (Visa, Mastercard), PayPal, Apple Pay, Google Pay and Klarna (buy now, pay later).
Do you accept store credit?
We don't currently issue store credit.
Is checkout secure?
Yes — SSL-encrypted and processed by Shopify's certified payment platform.
🎁 Discounts
Do you have any discount codes?
Yes — use code COOL10 at checkout for 10% off your first order.
✉️ Contact
How do I contact customer service?
Email us at shopatelemento@gmail.com or message us via the chat on our site. We're UK-based and reply within 1 business day.