Our Shipping and Returns policy is written in chronological order to make it easy for you to navigate to the section that is applicable to your situation.
Once you have completed your order, your products are prepared for shipment in the warehouse or print shop; this period is referred to herein as the processing period. The vast majority of orders are usually processed and shipped within 2-5 days, however, especially during periods of high demand and holidays, for example, this processing period can take up to 10 days, although this is uncommon. Please note, our shipping guarantee starts after the processing period; once your order has been processed and has been shipped from the warehouse you will receive an email with your tracking number if this is applicable to the product you have ordered and your location.
Changes to an order or your details can be requested during the processing period, however, due to the usual fast turnaround, we cannot guarantee these changes can be made. We try our best to be as flexible as possible but please check your order and details carefully before payment. Once the order has been processed and shipped it is not possible to make any changes as your products will be in transit.
Our products come with tracked and insured shipping and most packages arrive within 12-18 business days once your package has been shipped. Unless otherwise stated on the product page, all of our products come with a 60-day guarantee. This means that after a maximum 10-day processing period, we will issue a full refund if 60 days have passed and your order has not arrived. Please note, as mentioned, the vast majority of orders arrive in the UK and USA within 12-18 business days once shipped, however, our shipping guarantee is set at 60 days to take into account periods of high demand and holidays. If your order has surpassed the 60-day period following the maximum 10-day processing period, please contact our support team via our Contact Page and we will issue you a full refund or ship a new product to you at no extra cost, no questions asked.
Unless otherwise stated, once your order has been processed and has passed from warehouse to courier, you will receive an email with a tracking code. You can visit our order tracking page, also provided in your email, where you can check on the status of your order.
Live Elated is not responsible for any customs duty, VAT or any other import taxes incurred when your products pass through your country’s border authority. Most of our individual items fall under the UK tax-free threshold, however, especially if you are ordering large quantities of items, we recommend checking with your country’s border authority to find out what taxes, if any, are applicable to your orders.
Receiving your Order
Using your tracking number, you will be able to track your order’s location during transit. Please note, not all of our items come from the same supplier so not all items will arrive at the same time. Live Elated is not responsible for items that are misplaced or stolen after delivery.
Our Refund Policy herein referred to as our Satisfaction Guarantee covers broken or defective items and lasts for a 14-day period after your product has been delivered. If your product is broken or defective upon delivery, you must provide a description of what is wrong with the product and a photo of the product to illustrate how it is broken or defective. Similarly, if the product breaks under light usage during the 14-day period you must provide a description of how it broke, how you were using it and a photo to illustrate how it has broken. We are unable to offer refunds for any product during the processing and shipping period. Live Elated is not responsible for any damage to your person or property caused while using products bought on our site, including but not limited to any scratch proof or water resistant products.
Once we have deemed that the product is eligible for our returns policy, you will be provided with our returns address where you will need to send the product and a copy of your receipt, Live Elated is not responsible for this shipping cost. Please do not send any products back to the manufacturing address, products sent to any address other than our returns department are not the responsibility of Live Elated and become ineligible for a return and refund.
Once we have received and inspected the product, a full refund will be issued if all of the above conditions have been met. If your refund has been deemed eligible, we will refund the full amount via the payment method you used to purchase. We are unable to provide a refund to any payment method other than the one you used for purchase. If you are seeing a delay in your refund, please contact your credit card company first as the transaction may take a few days to show on your statement. If you’ve done all of this and you still have not received your refund yet, please get in touch with us via our Contact Page.