Shipping policy
# Shipping Policy for ELITE'S HORIZON LTD
**Last Updated:** 17 February 2026
**Company Details:**
- **Company Name:** ELITE'S HORIZON LTD
- **Company Number:** 16683211
- **Registered Address:** 56a Chapel Street, Chorley, Lancashire, England, PR7 1BS
- **Contact Email:** eliteshorizon@eliteshorizon.co.uk
- **Contact Phone:** +44 7782 262169
---
## Table of Contents
1. [Introduction](#1-introduction)
2. [Shipping Timeframe](#2-shipping-timeframe)
3. [Shipping Rates](#3-shipping-rates)
4. [Shipping Destinations](#4-shipping-destinations)
5. [Order Processing Time](#5-order-processing-time)
6. [Order Tracking](#6-order-tracking)
7. [Delivery Attempts and Failed Deliveries](#7-delivery-attempts-and-failed-deliveries)
8. [Shipping Delays](#8-shipping-delays)
9. [Lost or Stolen Packages](#9-lost-or-stolen-packages)
10. [Damaged Items During Shipping](#10-damaged-items-during-shipping)
11. [Incorrect Address](#11-incorrect-address)
12. [International Shipping](#12-international-shipping)
13. [Customs, Duties, and Taxes](#13-customs-duties-and-taxes)
14. [Shipping Restrictions](#14-shipping-restrictions)
15. [Contact Information](#15-contact-information)
---
## 1. Introduction
At ELITE'S HORIZON LTD, we strive to ensure your orders reach you safely and within the promised timeframe. This Shipping Policy outlines our shipping procedures, timelines, and your responsibilities as a customer.
By placing an order with us, you agree to the terms outlined in this Shipping Policy.
---
## 2. Shipping Timeframe
**Standard Delivery Time: 6 to 7 Working Days**
- Orders are typically delivered within **6 to 7 working days** from the date of dispatch
- Working days are Monday through Friday, excluding public holidays in the United Kingdom
- Delivery timeframes begin after your order has been processed and dispatched (not from the order placement date)
**Example Timeline:**
| Day | Event |
|-----|-------|
| Monday (Week 1) | Order placed before 2:00 PM |
| Tuesday (Week 1) | Order processed and dispatched |
| Wednesday (Week 1) – Wednesday (Week 2) | In transit (6-7 working days) |
| Wednesday/Thursday (Week 2) | Estimated delivery |
**Important Notes:**
- Weekends and public holidays are not counted as working days
- Delivery to remote or rural areas may take slightly longer
- During peak seasons (Christmas, Black Friday, etc.), delivery may take up to 10 working days
---
## 3. Shipping Rates
| Shipping Method | Estimated Timeframe | Cost |
|-----------------|---------------------|------|
| Standard Shipping (UK Mainland) | 6-7 working days | £3.99 |
| Standard Shipping (UK Highlands & Islands) | 7-10 working days | £6.99 |
| Express Shipping (UK Mainland) | 2-3 working days | £7.99 |
| International Standard | 10-20 working days | Calculated at checkout |
| International Express | 5-10 working days | Calculated at checkout |
**Free Shipping:**
- Free standard shipping on all orders over £50 (UK Mainland only)
- Free shipping offers cannot be combined with other promotions
---
## 4. Shipping Destinations
We currently ship to the following locations:
### United Kingdom (All Regions)
- England
- Scotland (including Highlands and Islands)
- Wales
- Northern Ireland
- Isle of Man
- Channel Islands (Jersey, Guernsey)
### International Destinations
We ship to selected international destinations, including:
- European Union countries
- United States
- Canada
- Australia
- New Zealand
*If your country is not listed at checkout, please contact us to inquire about shipping availability.*
---
## 5. Order Processing Time
**Order Cut-Off Time: 2:00 PM (UK Time)**
| Order Placed | Processing Status |
|--------------|-------------------|
| Before 2:00 PM Monday-Friday | Dispatched same day |
| After 2:00 PM Monday-Thursday | Dispatched next working day |
| After 2:00 PM Friday | Dispatched following Monday |
| Weekend (Saturday-Sunday) | Dispatched following Monday |
| Bank Holiday | Dispatched next working day |
**Processing Includes:**
- Order verification and fraud check
- Payment confirmation
- Picking and packing items
- Label generation and customs documentation (for international orders)
*Please note: During peak seasons, processing may take up to 2-3 working days.*
---
## 6. Order Tracking
Once your order is dispatched, you will receive:
1. **Dispatch Confirmation Email** – Sent when your order leaves our warehouse
2. **Tracking Number** – Included in the dispatch email
3. **Tracking Link** – Direct link to track your package
### How to Track Your Order
**Method 1: Email Link**
- Click the tracking link in your dispatch email
- Enter your tracking number if prompted
**Method 2: Our Website**
- Visit www.eliteshorizon.co.uk/track
- Enter your order number and email address
**Method 3: Courier Website**
- Visit the courier's website directly
- Enter your tracking number
**Tracking Updates:**
- Tracking information may take 24-48 hours to appear after dispatch
- Updates are typically provided at key scanning points
- You may receive text notifications if you've opted in
---
## 7. Delivery Attempts and Failed Deliveries
### Delivery Attempts
- Our couriers will make up to **3 delivery attempts**
- Attempts are typically made on consecutive working days
- A "while you were out" card will be left after each attempt
### What Happens After Failed Attempts
If delivery is unsuccessful after 3 attempts:
**Option 1: Collection from Depot**
- The package will be held at the local courier depot
- You will have 7-14 days (depending on courier) to collect
- Bring photo ID and the delivery card
**Option 2: Return to Sender**
- If uncollected, the package will be returned to us
- Return shipping costs will be deducted from your refund
- Restocking fee of 20% may apply
**Option 3: Rearrangement**
- You may be able to rearrange delivery online
- Check the courier's website using your tracking number
### Redelivery Charges
- First redelivery attempt: **Free**
- Subsequent redelivery attempts: **£5.99 charge**
- Address correction after dispatch: **£8.99 charge**
---
## 8. Shipping Delays
While we aim to deliver within 6-7 working days, delays can occur due to factors beyond our control:
### Common Causes of Delays
- Adverse weather conditions (snow, floods, storms)
- Courier operational issues
- High volume periods (Christmas, Black Friday, sales events)
- Customs delays (for international orders)
- Incorrect address provided
- Remote or hard-to-reach locations
### What to Do If Your Order Is Delayed
| Timeframe | Action |
|-----------|--------|
| Within 7 working days | Please wait – your order is still within the delivery window |
| 8-10 working days | Check tracking for updates |
| 11-14 working days | Contact us for investigation |
| 15+ working days | We will initiate a trace with the courier and either reship or refund |
**Contact us for delayed orders:**
- Email: eliteshorizon@eliteshorizon.co.uk
- Phone: +44 7782 262169
- Please include your order number
---
## 9. Lost or Stolen Packages
### Lost Packages
A package is considered lost if:
- Tracking shows no movement for 10 working days
- Delivery hasn't occurred within 20 working days of dispatch
**If your package is lost:**
1. Contact us immediately
2. We will investigate with the courier (3-5 working days)
3. If confirmed lost, we will offer:
- Full refund, or
- Replacement order sent free of charge
### Stolen Packages
If tracking shows "Delivered" but you haven't received your order:
**Step 1: Check**
- Check with family members, neighbors, or building reception
- Look around your property (porch, garden, behind bins)
- Check the delivery photo (if provided by courier)
**Step 2: Contact Us**
- Report within 48 hours of "Delivered" status
- We will investigate with the courier
**Step 3: Resolution**
- If courier confirms correct delivery, we cannot refund (per courier policy)
- We recommend reporting to local police
- Consider filing a claim with your home insurance
**Note:** We are not responsible for stolen packages after confirmed delivery. We strongly recommend providing a secure delivery address.
---
## 10. Damaged Items During Shipping
If your order arrives damaged:
### Immediate Actions
1. **Photograph** the damage (outer packaging and item)
2. **Do not discard** packaging or items
3. **Contact us within 48 hours** of delivery
### Reporting Damage
Please email us at **eliteshorizon@eliteshorizon.co.uk** with:
- Order number
- Photos of damaged item(s)
- Photos of outer packaging
- Description of damage
### Resolution Options
| Situation | Resolution |
|-----------|------------|
| Item damaged but still usable | Partial refund (up to 50%) |
| Item unusable | Full refund or replacement |
| Packaging damaged but item fine | No action needed |
We will respond within 2 working days with return instructions and resolution.
---
## 11. Incorrect Address
### Before Dispatch
If you realize you've provided an incorrect address:
- **Contact us immediately**
- If order hasn't shipped, we can update the address
- Email: eliteshorizon@eliteshorizon.co.uk with "URGENT ADDRESS CHANGE" in subject line
### After Dispatch
If order has already shipped:
- Contact us immediately
- We will attempt to intercept the package with the courier
- Interception success is not guaranteed
- If successful: £8.99 redirection fee applies
- If unsuccessful: Package will be delivered to original address
### Undeliverable Address
If package returns to us due to incorrect address:
- We will contact you for correct address
- Reshipping fee: £6.99 (UK) / Calculated at checkout (International)
- Refund (minus shipping costs) available if you prefer not to reship
---
## 12. International Shipping
### Shipping Timeframes
| Region | Estimated Timeframe |
|--------|---------------------|
| European Union | 7-12 working days |
| United States | 10-15 working days |
| Canada | 12-18 working days |
| Australia/New Zealand | 12-20 working days |
| Rest of World | 15-25 working days |
### Tracking
- All international orders are tracked
- Tracking updates may be less frequent once package leaves UK
- Final delivery confirmation may be provided by local courier
### Delivery Issues
International deliveries may experience:
- Customs delays (can add 5-10 working days)
- Local courier delays
- Address verification issues
---
## 13. Customs, Duties, and Taxes
### International Orders Only
For orders shipped outside the United Kingdom:
**Import Duties and Taxes**
- You are responsible for any import duties, taxes, and customs fees
- These charges are determined by your country's customs authority
- We cannot predict or control these charges
- Payment is required to release your package from customs
**Customs Declaration**
- We declare the full value of all items on customs forms
- We are legally required to mark items as "MERCHANDISE"
- We cannot mark items as "gift" or lower the value
**Refused Packages**
If you refuse to pay customs charges and the package returns:
- Original shipping costs are non-refundable
- Return shipping costs will be deducted from refund
- Restocking fee of 20% may apply
- Refund will be processed upon receipt of returned goods
---
## 14. Shipping Restrictions
### Age-Restricted Items
- You must be 18 or over to purchase age-restricted items
- Proof of age may be required on delivery
- Delivery will be refused if valid ID cannot be provided
### Prohibited Items
We cannot ship to PO Boxes or BFPO addresses for certain items
### Delivery Locations
We cannot deliver to:
- Hotels (unless prior arrangement made)
- Public parks or landmarks
- Unsecured public locations
---
## 15. Contact Information
For all shipping-related inquiries, please contact us:
**ELITE'S HORIZON LTD**
56a Chapel Street
Chorley
Lancashire
PR7 1BS
United Kingdom
**Email:** eliteshorizon@eliteshorizon.co.uk
**Phone:** +44 7782 262169
**Customer Service Hours:**
- Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
- Saturday: 10:00 AM – 2:00 PM (UK Time)
- Sunday: Closed
- Bank Holidays: Closed
**For Urgent Shipping Issues:**
Please include "URGENT SHIPPING" in your email subject line for priority handling.
---
## Shipping Policy Summary – Quick Reference
| Question | Answer |
|----------|--------|
| How long does delivery take? | 6-7 working days from dispatch |
| When will my order be dispatched? | Same day if ordered before 2:00 PM Monday-Friday |
| How much is shipping? | £3.99 UK standard / Free over £50 |
| Do you ship internationally? | Yes – to selected countries |
| How do I track my order? | Tracking link sent via email |
| What if my package is late? | Contact us after 10 working days |
| What if my package is damaged? | Contact us within 48 hours with photos |
| What if I entered wrong address? | Contact us immediately |
---
## Additional Information
### Proof of Delivery
- Most deliveries require a signature
- Some couriers may leave items in a safe place
- Delivery photos may be available for certain services
### Safe Place Instructions
You can request a "safe place" for delivery:
- Specify when ordering (order notes)
- Or contact us after ordering
- We are not liable for items left in requested safe places
### Neighbor Delivery
Couriers may deliver to neighbors if:
- You've authorized this
- No safe place is available
- A "while you were out" card will indicate which neighbor
---
**Last Updated:** 17 February 2026
© 2026 ELITE'S HORIZON LTD. All rights reserved.
Company number 16683211 |
