Shipping policy

Delivery

Where we deliver

We deliver to addresses in the United Kingdom. We do not currently ship anywhere else.

What delivery costs

Delivery is free on every order, with no minimum spend. The price shown on the product page is the price you pay. There is no separate delivery charge added at checkout, and nothing further to pay when your parcel arrives.

How long it takes

Orders arrive within 10 to 15 working days of being placed.

Working days are Monday to Friday, excluding UK public holidays. The 10 to 15 working days covers everything: the time we take to prepare your order and the time it spends with the carrier.

Orders placed after 4pm are treated as having been placed the next working day. Orders placed on a Saturday, Sunday or public holiday are treated as having been placed on the next working day.

Tracking

You will receive two emails: an order confirmation when you pay, and a tracking link when your order is dispatched. The carrier is chosen by delivery address; the tracking link will tell you which one is carrying your parcel and will give you a delivery window.

If the second email has not arrived within 5 working days of your order, check your spam folder, then contact us.

If your order is late

If 15 working days have passed and your order has not arrived, email contact@ernestotter.com with your order number. We will either resend your order or refund it in full — your choice, not ours.

If your order arrives damaged

Photograph the damage before unpacking anything further and email it to us with your order number. We will replace the damaged item, or send the affected part where that is quicker, or refund you in full. Where an item is faulty, we cover the cost of returning it.

Incorrect addresses

We can change a delivery address until the order is dispatched. After dispatch we cannot redirect a parcel. Please check the address on your confirmation email when it arrives.

Who you are buying from

ELYSIUM SERVICES LLC, trading as Ernest & Otter
30 North Gould Street, Ste R, Sheridan, WY 82801, United States
Email: contact@ernestotter.com
Telephone: +33 6 37 24 99 47