Shipping policy

1. Processing time

All orders are processed within 1–2 working days (Monday–Friday). Orders received at weekends or on public holidays will be processed on the next working day.

2. Postage Rates & Delivery Times

Delivery times are calculated from the moment the parcel is handed over to the courier. You can view the exact delivery costs at any time at https://www.eleo-garden.co.uk/pages/shipping-and-payment. Alternatively, the final postage costs will be calculated directly at the checkout before you complete your purchase.

3. International Shipping & Customs

Switzerland & the United Kingdom (UK):
Good news for our customers in Switzerland and the UK: we cover all applicable customs duties and import taxes for you. These costs are already fully included in our delivery charges – there are no hidden fees upon delivery.

 

4. Parcel Tracking & Freight Delivery

We distinguish between standard parcels and large/heavy items when it comes to delivery:

Option A: Standard parcel delivery (e.g. DHL)
As soon as your order leaves our warehouse, you will receive an email containing a tracking number, which you can use to check the status of your parcel in real time at any time.

Option B: Freight Forwarder Delivery (bulky goods/large items)
Large or particularly heavy products are delivered by a freight forwarder.

• Delivery notification: The freight forwarder will contact you by telephone or email prior to delivery to arrange a confirmed delivery date with you.
• Important: Please ensure you provide a current telephone number at checkout. Without this, the freight forwarder cannot arrange a delivery date, which will lead to delays.
• Delivery location: Delivery is by default ‘kerbside’, unless otherwise agreed.

 

5. Incorrect Addresses & Transport Damage

Incorrect addresses: Please check your delivery address before making your purchase. Subsequent changes can only be made by emailing customerservice@eleo-garden.co.uk before dispatch.
Transport damage: If a parcel arrives damaged, please document this immediately with photos and contact our support team within 48 hours.