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Shipping policy

We want your élosy piece to arrive safely, wherever you are in the world.

Every order is carefully prepared in our family atelier in Sibiu, Romania before being entrusted to our shipping partner, DHL.

Processing Times

Orders are typically processed within 1–3 business days after your order confirmation has been received.

Please note that processing times may be slightly longer during collection launches, holidays or periods of exceptionally high demand.

Once your order has been dispatched, you will receive a shipping confirmation by email.

Shipping

Shipping is included in the purchase price of every élosy order.

We ship exclusively with DHL Express to ensure secure and reliable worldwide delivery.

All eligible international orders are shipped Delivered Duty Paid (DDP), meaning applicable import duties and taxes are included in the purchase price. There will be no additional customs charges due upon delivery.

Estimated Delivery Times

Estimated delivery times are:

  • European Union: 3–5 business days

  • United Kingdom, Norway, Switzerland, Iceland and Liechtenstein: 5–10 business days

  • United States, Canada, Hong Kong, Japan, Singapore, South Korea, Australia and New Zealand: 7–21 business days

Delivery times are estimates only and may vary depending on customs procedures, local courier operations, weather conditions or other circumstances beyond our control.

Tracking Your Order

Once your order leaves our atelier, you will receive a shipping confirmation email.

DHL will then provide your tracking information directly.

Please allow up to 48 hours for tracking information to become active.

Shipping Destinations

We currently ship to:

  • all European Union member states;

  • Norway;

  • Switzerland;

  • Iceland;

  • Liechtenstein;

  • the United Kingdom;

  • the United States;

  • Canada;

  • Hong Kong;

  • Japan;

  • Singapore;

  • South Korea;

  • Australia;

  • New Zealand.

If your country is not listed, we are unfortunately unable to offer delivery at this time.

If you would like to enquire about shipping to another destination, please contact us at hello@elosyatelier.com. Where possible, we will be happy to explore whether a delivery can be arranged.

Customs, Duties & Taxes

All prices displayed on our website include VAT where applicable.

For destinations outside the European Union where DDP service is available, applicable customs duties and import taxes are collected during checkout and included in the purchase price.

You should not be asked to pay additional customs charges when your order is delivered.

If local authorities apply unexpected fees beyond our control, please contact us before making any payment so we can assist you.

Delivery Information

Please ensure that your shipping address and contact information are accurate before completing your purchase.

We are not responsible for delays or additional delivery costs resulting from incorrect or incomplete delivery information provided at checkout.

If a shipment is returned to us because delivery could not be completed, we may charge the cost of re-shipping before sending the order again.

Missing, Delayed or Damaged Deliveries

If your order appears to be delayed, arrives damaged or cannot be located, please contact us as soon as possible at hello@elosyatelier.com.

We will work closely with DHL to investigate the shipment and help resolve the issue as quickly as possible.

Please note that delivery delays caused by customs authorities, severe weather, transport disruptions or other circumstances beyond our reasonable control do not constitute grounds for cancellation or compensation, except where required by applicable law.