Shipping policy
Last updated: 25/Aug
We want your order to reach you safely and without fuss. Here's how it works.
1. Where we deliver
We deliver to addresses within the United Kingdom only. We don't currently ship internationally, and we're unable to deliver to PO boxes.
2. Order processing
Once you place your order, our team takes 1 to 2 working days to prepare, check and package it before handing it to the carrier.
Orders are processed Monday to Friday, excluding bank holidays. An order placed on a Friday afternoon is usually packed the following Monday or Tuesday.
3. Delivery times
Once dispatched, orders normally arrive within 3 to 5 working days.
Transit times are estimates and can vary with your location and carrier performance. If your order hasn't arrived within 30 days of the order date, you have the right to cancel and receive a full refund under the Consumer Contracts Regulations 2013 — but please contact us first, and we'll usually have it sorted long before that.
4. Delivery cost
Delivery is free on every UK order. No minimum spend, no surcharges, nothing added at checkout.
5. Tracking your order
When your order is dispatched we'll email you a tracking number and a link to follow the parcel.
Carriers can take a few hours to register a parcel, and sometimes it isn't scanned until it reaches the first depot that evening. If there's nothing showing after 24 hours, email us with your order number.
You can also look up an order any time on our Track Your Order page.
6. Who is responsible for the parcel
Until a parcel is in your hands, it's our responsibility. That's the position under the Consumer Rights Act 2015, and it doesn't change when a carrier marks something as delivered.
If tracking says delivered but nothing has arrived: check any safe place you've agreed with the carrier and ask your neighbours, as parcels are often left next door. If you still can't find it, contact us within 7 days of the delivery date and we'll open an investigation with the carrier and put it right.
7. Delivery problems
If your parcel is delayed, damaged, or something is missing, email contact@jelomi.com with:
- Your order number
- A description of the problem
- Photographs of the item and the packaging, if it arrived damaged
We'll sort a replacement or a refund. Please get in touch as soon as you notice.
8. Your delivery address
Please check your address carefully at checkout.
If you spot a mistake, email us within 24 hours of ordering with your order number and the correct address, and we'll change it before the order is packed. Once the parcel is with the carrier we can't redirect it.
Where an order can't be delivered because the address supplied at checkout was incorrect or incomplete, we'll help you trace it, but we may not be able to recover the parcel or issue a refund. This doesn't affect deliveries that go wrong for any other reason — those remain our responsibility.
9. Contact
Email: contact@jelomi.com
Reply time: within one working day, Monday to Friday
Business address: 45–46 South Bridge, Edinburgh EH1 1LL, United Kingdom
Opening hours: Monday to Friday, 9:00 AM – 5:00 PM UK time