1.1 Orders are typically processed within 1-3 Business Days (excluding weekends and UK public holidays).
1.2 Orders placed after 12:00 (UK time) are treated as received on the next Business Day.
1.3 Processing timelines are estimates and may vary during peak periods. Where material delay occurs prior to dispatch, we will notify you.
2.1 We deliver within the United Kingdom using reputable carriers.
2.2 Delivery will occur without undue delay and, unless otherwise agreed, no later than 30 days after the contract is formed (CCR 2013).
2.3 Estimated delivery windows at checkout are indicative only.
2.4 Delivery is deemed completed when the Goods are delivered to the address provided and physical possession is obtained by you or your expressly nominated recipient.
3.1 You are responsible for ensuring delivery details are accurate.
3.2 If delivery fails due to incorrect address details or failure to accept delivery, we may charge reasonable re-delivery and/or handling fees.
3.3 If you request delivery to a neighbour/concierge, that person is treated as your nominee.
3.4 Unattended "safe place" delivery is not treated as nomination unless expressly agreed in writing.
4.1 Risk passes when you or your expressly nominated recipient acquires physical possession (section 29 CRA 2015).
4.2 Until then, risk remains with us (subject to any express agreement about nomination).
5.1 Shipping charges are calculated at checkout based on the selected service and order characteristics.
5.2 Where free shipping is offered, eligibility criteria will be shown at checkout.
Current Shipping Rates (UK Only):
6.1 We do not currently ship outside the United Kingdom.
7.1 Consumers may have a 14-day cancellation right under CCR 2013 for certain distance contracts.
7.2 The cancellation right does not apply to goods liable to deteriorate or expire rapidly and to sealed goods unsealed after delivery for hygiene/health protection reasons (Regulation 28 CCR 2013).
7.3 Where the cancellation right applies, you must notify us in writing within the statutory period and return Goods in accordance with the CCR 2013.
7.4 Where the cancellation right does not apply (e.g. Perishable Goods), we do not accept returns after dispatch for change-of-mind reasons.
8.1 If Goods are faulty, unsafe, damaged on arrival, incorrect, or not as described, you are entitled to statutory remedies under CRA 2015.
8.2 Please contact us promptly with your order number and a description of the issue. Where relevant, include photographs of the Goods, packaging and any date markings (best-before/use-by).
8.3 We may request reasonable evidence to verify the issue and to liaise with the carrier where applicable.
9.1 Where an issue is confirmed, remedies may include replacement, refund, or other remedies as required by CRA 2015 depending on the circumstances.
9.2 Refunds are processed back to the original payment method within the applicable statutory timeframe once the remedy is agreed/confirmed.
9.3 Where we require return of Goods, we will provide instructions and, where appropriate, arrange return at our cost.
For questions or to report an issue, email contact@elixiroasis.com and include your order number.
Our customer service team typically responds within 1-2 Business Days. We're committed to resolving any issues quickly and fairly in accordance with your statutory rights.