ELF BAE LTD – Retail & Wholesale Delivery Policy

Last updated: August 2026

This Shipping Policy explains how orders placed through ElfBae.com are processed, dispatched and delivered.

ELF BAE LTD supplies both retail customers and wholesale/trade customers, and delivery charges, minimum order values and available services may vary depending on the type and value of the order.

By placing an order through ElfBae.com, you agree to the delivery terms set out below.

1. Order Processing

We aim to process and dispatch orders as quickly and accurately as possible.

Orders are processed throughout the working week, subject to:

successful payment;
any required age-verification checks;
stock availability;
accurate delivery information; and
any applicable minimum order requirements.

Orders may take longer to process during particularly busy trading periods, promotional events, public holidays or circumstances outside our reasonable control.

2. Minimum Order Values

Certain orders, particularly wholesale and trade orders, may be subject to a minimum order value.

Where a minimum order value applies, it will be displayed on ElfBae.com, within the relevant trade account area or during checkout.

Orders that do not meet an applicable minimum requirement may not be accepted or processed.

Retail and wholesale minimum order requirements may differ.

3. UK Delivery

We dispatch orders to eligible addresses throughout the United Kingdom.

Orders are normally dispatched Monday to Saturday, excluding:

Sundays;
UK bank holidays; and
other days where our warehouse or delivery partners are not operating.

Available delivery options will be shown during checkout.

4. Next Working Day Delivery

Where Next Working Day Delivery is available, orders must be placed before the applicable daily cut-off time.

Our current cut-off time is:

4:30pm Monday to Friday

Orders placed and successfully completed before 4:30pm will normally be processed for next working day delivery where that service is selected and available.

Orders placed after the cut-off time will normally be processed on the following working day.

For example:

an eligible order placed before 4:30pm on Monday would normally be expected on Tuesday;
an eligible order placed after 4:30pm on Monday would normally be processed on Tuesday for delivery on Wednesday; and
an eligible order placed after the Friday cut-off would normally be processed on the next working day.

Delivery times remain estimates unless we expressly state otherwise.

5. Saturday Delivery

Saturday delivery may be available for qualifying orders.

Where available, the applicable Saturday delivery charge will be displayed during checkout.

Saturday delivery availability may depend on:

when the order is placed;
the delivery postcode;
courier availability;
stock availability; and
seasonal or operational restrictions.

A Saturday delivery option appearing at checkout does not guarantee delivery where circumstances outside our reasonable control prevent the courier from completing the service.

6. Delivery Charges

Delivery charges may vary according to:

order value;
retail or wholesale account type;
delivery service selected;
parcel size or weight;
delivery postcode; and
promotional delivery offers.

For qualifying wholesale orders, our standard delivery structure is currently:

Delivery Service	Order Value	Delivery Charge
Monday–Friday	£0–£150 before VAT	£5.99 before VAT
Monday–Friday	Qualifying higher-value orders	Free next working day delivery
Saturday	All qualifying orders	£9.99 before VAT

Where a free-delivery threshold applies, the correct threshold and eligibility requirements will be displayed at checkout.

The delivery charge shown and accepted at checkout will apply to that order.

7. Retail Delivery Charges

Retail delivery options and charges may differ from our wholesale delivery structure.

The available services, prices and any applicable free-delivery threshold will be displayed on ElfBae.com before you complete your order.

Any promotion offering free or discounted delivery may be subject to:

minimum spend;
selected delivery areas;
selected products;
expiry dates; and
other promotional conditions.

8. Wholesale Delivery Charges

Wholesale and trade orders may be subject to:

minimum order values;
separate free-delivery thresholds;
trade-specific delivery charges;
pallet or oversized-order charges; or
special delivery arrangements.

Any applicable wholesale delivery charge will be shown before the order is completed or otherwise agreed with our trade team.

Where a wholesale price is shown excluding VAT, VAT will be added to delivery charges where applicable.

9. Delivery Times Are Estimates

We work closely with our delivery partners to provide fast and dependable delivery.

However, delivery dates and times are generally estimates rather than guarantees.

Orders may occasionally be delayed because of circumstances including:

courier-network delays;
adverse weather;
road closures;
traffic disruption;
vehicle breakdowns;
industrial action;
unusually high parcel volumes;
peak trading periods;
public holidays;
incorrect or incomplete addresses;
failed delivery attempts;
regulatory restrictions; or
other circumstances outside our reasonable control.

If your order is delayed, please contact our customer-support team and we will help you obtain an update where possible.

10. Courier Services

ELF BAE may use third-party courier and delivery providers to fulfil orders.

The courier used may vary according to:

delivery location;
parcel size;
order value;
service selected; and
operational requirements.

Once an order has been dispatched, tracking information may be provided by ELF BAE or directly by the delivery company.

Courier tracking information is supplied by the relevant carrier and may occasionally take time to update.

11. Age-Restricted Deliveries

Certain products sold through ElfBae.com are age restricted.

Where required, our courier may operate an age-verification or age-restricted delivery service.

The person accepting the parcel may be asked to provide acceptable identification.

If the required age verification cannot be completed, the courier may refuse delivery and return the parcel to us.

Customers are responsible for ensuring that an appropriate adult is available to receive age-restricted deliveries where required.

Additional delivery charges may apply if an order must be resent following a failed age-verification delivery attempt.

12. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Before completing your order, please check:

house or building number;
street;
postcode;
town or city;
business name where applicable; and
any relevant delivery instructions.

We cannot guarantee that delivery information can be changed after an order has entered our fulfilment process.

If you notice an error, contact us as soon as possible.

13. Incorrect Delivery Addresses

If an order cannot be delivered because an incorrect or incomplete address was supplied, the parcel may be returned to ELF BAE.

Where this occurs, we may require payment of an additional delivery charge before resending the order.

We will not be responsible for loss or delay caused by delivery information provided incorrectly by the customer, except where applicable law provides otherwise.

14. Failed Delivery Attempts

Where a courier is unable to deliver an order, they may:

attempt redelivery;
leave instructions for arranging another delivery;
deliver the parcel to an authorised collection location where appropriate; or
return the parcel to ELF BAE.

The exact process depends on the courier and delivery service used.

Customers should monitor tracking information after dispatch to avoid unnecessary failed-delivery attempts.

15. Unclaimed and Returned Parcels

If a parcel is returned to us because:

delivery was repeatedly unsuccessful;
the parcel was not collected;
age verification could not be completed;
an incorrect address was supplied; or
the customer refused an otherwise correct delivery,

we will contact you where reasonably possible.

Depending on the circumstances, we may:

arrange redelivery;
request an additional delivery payment; or
process an appropriate refund where applicable.

Original delivery charges may not be refundable where the failed delivery resulted from circumstances attributable to the customer, subject to applicable Consumer rights.

16. Missing Parcels

If tracking shows no movement or you believe your parcel has been lost, please contact us as soon as reasonably possible.

We may need to open an investigation with the courier before determining whether the parcel has been lost.

Courier investigations can take time, and we may require reasonable information from you to support the investigation.

Where a Consumer order is confirmed as lost before delivery, we will provide an appropriate remedy in accordance with applicable law.

Business orders will be handled in accordance with our Terms and Conditions and any applicable carrier investigation.

17. Tracking Shows Delivered but Parcel Is Missing

If a parcel is marked as delivered but you cannot locate it, please first check:

around the delivery location;
with other household members;
with reception or building staff;
any designated safe place;
with immediate neighbours where appropriate; and
any photograph or delivery information supplied by the courier.

If the parcel remains missing, contact ELF BAE promptly.

We may ask the courier to investigate and may require confirmation or additional information before a claim can be resolved.

18. Damaged Parcels

Please inspect your parcel when it arrives.

If the external packaging appears significantly damaged, we recommend taking photographs before opening it.

If products inside the parcel have been damaged during transit, please contact us promptly and provide:

your name;
order number;
details of the affected products;
photographs of the outer packaging;
photographs of the internal packaging; and
photographs of any damaged products.

This helps us investigate the matter with our courier.

19. Wholesale Shortages and Delivery Discrepancies

Wholesale and Business Customers should inspect deliveries promptly upon arrival.

Any:

shortages;
damaged cartons;
incorrect products;
quantity discrepancies; or
visible transit damage

should be reported to ELF BAE in writing as soon as reasonably possible and preferably within 24 hours of delivery.

Please retain the packaging and products while we investigate.

We may require photographs, batch information or other reasonable evidence.

This notification requirement does not exclude any liability that cannot legally be excluded.

20. Split Shipments

In some circumstances, an order may be dispatched in more than one parcel.

This may occur because of:

stock location;
parcel size;
courier requirements; or
operational reasons.

Where an order is split into multiple shipments, you may receive more than one tracking number.

One parcel arriving before another does not necessarily mean that part of the order is missing.

21. Out-of-Stock Products

Although we aim to maintain accurate stock information, occasionally a product may become unavailable after an order has been placed.

If this occurs, we may:

contact you to discuss an alternative;
remove the unavailable item and refund it;
dispatch the available items separately; or
cancel the affected order where necessary.

We will not substitute a materially different product without your agreement.

22. Delivery Restrictions

We may be unable to deliver certain products or use certain delivery services in particular locations.

Restrictions may arise because of:

courier limitations;
age-restricted delivery requirements;
product regulations;
geographical restrictions;
hazardous-goods rules;
parcel size or weight; or
other legal or operational requirements.

Where a delivery restriction affects your order, we will contact you where reasonably possible.

23. Remote and Offshore Areas

Some UK addresses may have:

longer delivery times;
restricted next-day services; or
additional courier charges.

This may include certain remote, island or offshore areas.

Where additional charges or longer delivery estimates apply, they will normally be shown during checkout or communicated before dispatch.

24. Orders Placed Around Bank Holidays

Our dispatch and delivery schedules may change around UK bank holidays.

Orders placed immediately before or during a bank-holiday period may take longer than usual to arrive.

Next-working-day services do not normally include bank holidays as working days.

We recommend ordering earlier where stock is required by a particular date.

25. Peak Trading Periods

During high-volume periods such as major promotions, seasonal events or exceptionally busy trading weeks, order processing and courier networks may experience increased demand.

We will continue to process orders as quickly as reasonably possible, but dispatch or delivery may take longer than usual.

Any significant temporary changes to our delivery service may be displayed on ElfBae.com.

26. Events Outside Our Control

We are not responsible for a delay or failure to deliver where caused by an event outside our reasonable control.

Examples include:

severe weather;
flooding;
fire;
transport disruption;
strikes;
courier-network failures;
government action;
public emergencies;
utility or telecommunications failures; and
other circumstances we could not reasonably prevent.

If such an event materially affects an order, we will take reasonable steps to minimise disruption and keep customers informed where practical.

Nothing in this section limits any Consumer rights that cannot legally be restricted.

27. Changes to Our Shipping Policy

We may update this Shipping Policy from time to time.

Changes may be made because of:

courier price changes;
service changes;
new delivery options;
changes to free-delivery thresholds;
legal or regulatory requirements; or
changes to our retail or wholesale operations.

The latest version will always be published on ElfBae.com.

Changes will not normally alter delivery charges already agreed for an order that has been accepted.

28. Contact Us About Delivery

If you have a question about delivery, an existing shipment or the delivery options available for your order, please contact the ELF BAE customer-support team through ElfBae.com.

Where your enquiry relates to an existing order, please include your order number so we can assist you more quickly.

ELF BAE LTD
44 Century Square
Peterborough
England
PE1 3FR

Company Number: 14468196
Website: ElfBae.com

Retail & Wholesale Delivery You Can Rely On

Whether you’re placing an individual order through ElfBae.com or replenishing stock for your business, our aim is the same:

Fast processing. Reliable delivery. Straightforward support.