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ORDER FULFILMENT & SERVICE POLICY
Last Updated: September 5, 2026
1. PURPOSE OF THIS POLICY
This policy explains how ELEMENT LONDON processes orders and provides services connected with the purchase, fulfilment, shipment and customer support of products purchased through our online store.
2. ORDER PROCESSING
Once an order has been successfully placed and payment has been confirmed, ELEMENT LONDON begins processing the order.
The fulfilment process may include:
- payment verification;
- order processing;
- product preparation;
- packaging;
- shipment preparation;
- transfer to an international logistics provider;
- international transportation;
- transfer to a local carrier;
- final delivery.
3. THIRD-PARTY LOGISTICS PROVIDERS
ELEMENT LONDON may use independent third-party logistics and transportation providers.
These providers may be responsible for:
- warehouse operations;
- order fulfilment;
- international transportation;
- customs processing;
- shipment sorting;
- transportation between countries;
- local delivery;
- final-mile delivery.
Because several independent providers may be involved, the exact duration of each stage may vary.
4. DELIVERY TIMEFRAME
International orders may take up to 50 BUSINESS DAYS to complete the transportation and delivery process.
The customer acknowledges this potential timeframe before completing the purchase.
Any shorter estimated delivery date displayed during checkout or through a tracking system is an estimate and is not a guaranteed delivery date.
5. DELAYS AFTER DISPATCH
Once a parcel has been dispatched and transferred to the relevant logistics provider, ELEMENT LONDON does not control the exact schedule of the transportation process.
The parcel may therefore take longer than the estimated delivery date displayed by the tracking system.
ELEMENT LONDON is not responsible for delays caused by third-party logistics providers, customs authorities, transportation networks or other external logistics processes, subject to applicable law.
6. SHIPPING TO THE DESTINATION COUNTRY
The fact that a parcel has not yet been handed over to the local delivery company does not mean that the order has not been shipped.
International shipments may remain in the international logistics network before being transferred to a local delivery provider.
For example, a parcel destined for Poland may first be transported by an international logistics provider before being transferred to a local company such as InPost.
7. TRACKING
Customers may receive tracking information once their order has been shipped.
Tracking information is provided for informational purposes.
Estimated delivery dates shown by tracking systems may change and may not be identical for every destination country.
8. CUSTOMER SUPPORT
ELEMENT LONDON Customer Support handles enquiries regarding:
- orders;
- shipping;
- tracking;
- returns;
- refunds;
- products;
- payments.
Customer Support is provided in ENGLISH ONLY.
Messages submitted in other languages may require additional processing or may be answered with a request to contact Customer Support in English.
9. ORDER INFORMATION
Customers are responsible for providing correct and complete information when placing an order.
This includes:
- full name;
- delivery address;
- postal code;
- city;
- country;
- email address;
- telephone number where required.
10. ORDER CANCELLATION
If an order has already entered the fulfilment or shipping process, ELEMENT LONDON may be unable to cancel or modify the order before dispatch.
Customers should contact Customer Support as soon as possible if they wish to request a cancellation or modification.
Any statutory cancellation or withdrawal rights remain unaffected.
11. LIMITATIONS
ELEMENT LONDON cannot guarantee a specific delivery date unless such date has been expressly confirmed in writing by ELEMENT LONDON.
Estimated dates provided by third-party logistics providers are outside the direct control of ELEMENT LONDON.
12. STATUTORY RIGHTS
Nothing in this policy is intended to remove or restrict mandatory consumer rights applicable to a customer's purchase.
Where applicable law provides additional rights regarding delivery, returns, refunds, defective goods or cancellation, those rights remain applicable.