Delivery Policy
Delivery Policy
At Lelya, we take great care in ensuring your order arrives safely, promptly, and beautifully packaged. Below you'll find details on our shipping methods, timeframes, and regions we currently serve.
Shipping Origin
All orders are dispatched from our studio in Scotland, United Kingdom.
Shipping Services & Delivery Times
UK Orders (Domestic)
- Shipped via Royal Mail Special Delivery Guaranteed by 1pm
- Fully insured and tracked
- Delivery typically takes 1 working day after dispatch
- Free shipping on all orders
International Orders
We use DPD or DHL, depending on your destination, to ensure a reliable, fully tracked delivery.
Estimated delivery times:
- USA, Canada, Australia, New Zealand - 3–7 working days
- Japan, South Korea, Singapore, UAE, Hong Kong, China, Iceland – 3–10 working days
- Customs delays may occur depending on your country’s processes
Important: From 12 December 2024, we are not shipping to the EU or Northern Ireland due to updated GPSR regulations. We hope to resume service to these areas soon and will update customers when available.
Order Processing Times
- Ready-to-ship items are typically dispatched within 1 business day.
- Made-to-order and bespoke engagement rings are crafted with care and take approximately 4–5 weeks to complete and are shipped immediately after production.
Tracking Your Order
- Once your order is dispatched, you'll receive a shipping confirmation email with a tracking number.
- All shipments are tracked and insured for peace of mind
Customs, Duties & Import Taxes
For international customers, your order may be subject to customs duties, VAT, or import taxes. These are not included in our prices and are the responsibility of the customer upon delivery.
We recommend checking with your local customs office before placing an order.
Delays & Responsibility
While we work with trusted courier services and do everything we can to ensure timely delivery, we are not liable for delays caused by:
- Customs processing
- Weather events
- Inaccurate shipping information provided at checkout
Please double-check your delivery address at the time of purchase.
Lost or Damaged Parcels
If your parcel is lost or arrives damaged, please contact us as soon as possible. We will:
- Assist in filing a claim with the carrier
- Arrange a replacement or refund where appropriate, depending on the outcome of the investigation
Returns & Exchanges
For return eligibility and process, please refer to our Returns Policy.
Key points:
- Customer is responsible for return shipping costs
- Items must be returned in original condition and packaging
- A 10% restocking fee applies to returned items
If you have any questions, please don’t hesitate to contact us at customerservice@lelya.co.uk. We’re always happy to help.
Delivery FAQ
Do you ship orders 7 days a week?
We currently ship all orders Monday to Friday, excluding bank holidays.
I need my order by a certain date. Can you guarantee it?
f you need the order to be delivered by certain date, please drop us a message at customerservice@lelya.co.uk. We will do our absolute best to make it happen!
Can you ship my order in unmarked packaging to make it a surprise?
Due to insurance requirements, we have to include “Lelya” as the return address. The outer packaging itself is not revealing, other than a logo, however if you would like to make sure the contents absolutely stays a secret, we are happy to wrap the box in brown paper. We might also recommend shipping to a friend or your local collection point.
I will not be able to sign for the delivery, what should I do?
Please drop us a message at customerservice@lelya.co.uk and we will either make sure the parcel is held at your local collection point or will advise when re-delivery attempt will be made.
Can I order online and pick up in person?
We don’t have a traditional brick and mortar store front. Our studio is currently is not currently open to the public.
Do you offer same day delivery within mainland UK?
We don’t currently offer same day delivery.
What happens if my parcel is lost in transit?
All orders are insured. In the unlikely event of the parcel becoming lost, we will do everything we can to assist you. Please note that this only applies to the moment when your order is signed for upon delivery. We cannot be responsible for delivered packages that have been lost or stolen, which is why we highly recommend that you always select a delivery address that you trust.
Lost or damaged items
Once an item is entrusted to the courier, the buyer assumes responsibility for its condition and delivery. Lelya cannot be held accountable for any loss or damages incurred during transit, as these circumstances are beyond our control. For enhanced security, expedited delivery, and insurance on your items, we strongly advise selecting FedEx as your shipping option during checkout. FedEx is recommended for all orders due to its reliability.
Should your piece suffer any damage, we are committed to facilitating repairs in alignment with our established customer care and repair policies.
We urge customers to diligently track their shipments using the provided tracking number. If you have opted for FedEx and your delivery is delayed by more than two days without any accompanying explanation via the tracking system, please promptly contact us for assistance.
IMPORTANT: Please be advised that once a package is marked as “delivered” by the courier, it is no longer eligible for FedEx insurance coverage. For instance, if a package is confirmed to be delivered accurately but is subsequently stolen from your premises, we are unable to file an insurance claim. To ensure secure receipt of your items, you may request a direct signature upon delivery during the checkout process. Additionally, by regularly tracking your package, you can anticipate its arrival date.
Should you be unavailable for direct receipt, you have the option to request, via phone, that the courier or postal service retains your package at a pickup location. If you opt for rescheduling or holding the package for pickup, please monitor its status if there are unexpected delays. Packages may be held at a local depot, and we are not equipped to verify this on your behalf.
International tracking
Please be aware that if your tracking information does not show immediate updates or appears unavailable after your order is shipped, it may be due to a slight delay in the courier's processing. Such delays are not uncommon, particularly during high-volume periods. Typically, there is no cause for concern unless the package remains undelivered for several days. We suggest checking the tracking information again after a day or two, as it is likely to be updated by then.
Should you encounter difficulties in tracking your package online, we recommend directly contacting the courier for the most current updates.
We encourage customers to monitor their shipment actively to stay informed of the delivery status and any potential customs clearance requirements. Please note that it is not within our responsibility to track shipments on behalf of customers. In instances where additional information is necessary for customs clearance, it is imperative to contact us via email at your earliest convenience for assistance with the process.
Prompt communication and action are essential, as unnecessary delays in customs clearance could result in additional charges imposed by your local border control agency for holding a package.