FAQ

Who operates Elmridge Home?

Elmridge Home is operated by ELMRIDGE COMMERCE LLC, formed in Kentucky, United States, on 16 September 2026. Our company address is 940 Center St, Bowling Green, KY 42101, United States.

Where do you deliver and is shipping free?

We deliver free of charge throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland. No minimum order value or remote-area surcharge applies. The Channel Islands and Isle of Man are not included.

How long does delivery take?

Processing takes 1–2 working days, followed by 3–5 working days in transit. Total estimated delivery is 4–7 working days from the start of processing. Working days are Monday to Friday, excluding UK public holidays.

What is the order cut-off?

The cut-off is 14:00 UK time on working days. Orders placed at or after that time, on weekends or on UK public holidays begin processing on the next working day. UK time follows Europe/London, including GMT and BST.

When is customer service available?

Monday to Friday, 09:00–17:00 UK time (Europe/London, GMT or BST as applicable). We do not process orders, returns, exchanges or refunds on weekends or UK public holidays. Calendar-day deadlines still apply.

What payment methods do you accept?

Shop Pay, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay and PayPal. Prices are in GBP with applicable taxes included.

Can I cancel or change my order?

You may request cancellation before dispatch. Contact customer service for an order or address change; changes can only be processed before dispatch. Confirmed pre-dispatch cancellations are refunded within 5 calendar days to the original payment method. If dispatched, the applicable cancellation or return process remains available.

Do you accept non-defective and defective returns?

Yes. Contact us within 30 calendar days after delivery for a return or direct exchange. Send the item back within 14 calendar days after authorisation. Statutory rights for faulty goods and your 14-day online cancellation right are preserved.

Do I need the original packaging?

No. Original packaging is not compulsory. You may open packaging and reasonably inspect the goods. Use suitable protective packaging when returning them.

Who pays return or exchange shipping?

We pay both return and exchange shipping costs. There is no restocking fee. We provide a prepaid return label and the designated return destination.

How do I get a return slip?

Contact support@shopelmridge.com with your order number. We send a return slip to download and print, along with the prepaid return label and instructions. Tell us if you cannot print it so we can arrange an alternative.

Can I exchange directly?

Yes. A direct exchange does not require a refund and a new order. We process it within 1–2 working days after receiving your return; the replacement transit estimate is 3–5 working days. If the requested item is unavailable, choose another suitable item or a refund. Any price difference is agreed with you first.

When will my refund arrive?

We issue your refund to the original payment method within 5 calendar days after receiving the returned goods. For a statutory cancellation, this period starts when we receive the goods or valid evidence that you have sent them back, whichever is earlier. We do not delay a legally due refund while completing an inspection.

After we issue a refund, your bank or payment provider may take an additional 3–10 working days to credit your account. We provide refund confirmation and help you trace the payment if it has not arrived.

What is the statutory cancellation deadline?

Notify us within 14 calendar days after delivery, then send the goods back within 14 calendar days after notifying us. Prior authorisation is not required to exercise this legal right. See Returns and Refunds Policy.

Are accessories in the photographs included?

Lifestyle accessories are not included unless specifically listed in the product’s package contents. Each product page describes the supplied goods, dimensions, materials and structure.

What if an order is damaged, wrong or missing?

Email support@shopelmridge.com with the order number and details. We investigate and arrange the applicable replacement, return, refund or other legal remedy. We remain responsible for resolving the order issue.

Where can I read about privacy and cookies?

See our Privacy Policy and Cookie Policy.

Company and customer support

We do not process orders, returns, exchanges or refunds on weekends or UK public holidays. Calendar-day deadlines in these policies still apply. We arrange processing in advance where necessary to meet those deadlines.