FAQs


📦 Shipping & Delivery

How long does delivery take?

Our products are typically ready to ship within 1-2 business days. Shipping times vary by destination, but most orders arrive within the following timeframes after dispatch:

  • UK: 2-4 business days
  • Europe: 3-5 business days
  • North America: 5-7 business days
  • Rest of World: 5-7 business days

Delivery times are estimates only and may be subject to delays beyond our control (e.g. customs checks, postal disruptions).

Do you provide tracking?

Most orders will be dispatched via Royal Mail Second Class delivery or International Tracked delivery. Cushions are made on demand and will be sent separately from a production partner in London via FedEx or Royal Mail. You'll receive a shipping confirmation email with a tracking link (if available) once your order has been dispatched. Please allow up to 48 hours for tracking updates to appear.

Do you ship internationally?

Yes! We ship worldwide 🌍. Checkout currently covers the UK, Canada, Australia, New Zealand, Singapore, Hong Kong and Japan.

We do not currently ship to the EU or USA.

If your country isn’t available at checkout, please email us at info@elusivemousegifts.com with your intended order and delivery address. We’ll confirm availability and provide a shipping quote and payment method.

Regional exclusions: Some areas are not supported by our carriers, including:

  • Spain → Canary Islands, Ceuta, Melilla
  • Portugal → Madeira, Azores
  • France → Overseas territories (e.g. Réunion, Guadeloupe, Martinique, French Guiana, New Caledonia, French Polynesia, Mayotte, St. Pierre & Miquelon, Wallis & Futuna)
  • United States → Armed Forces addresses (APO/FPO/DPO: Armed Forces Americas, Europe, Pacific)


🧾 Customs & Duties

We run a UK-based small business and are not currently VAT registered. This means that no VAT is added at checkout on our website.

United Kingdom:
All items are produced and shipped within the UK. UK orders will not incur any import duties or additional customs taxes.

European Union (EU) Countries:
Orders shipped from the United Kingdom to EU member states are treated as imports. Your parcel may be subject to import VAT, customs duties, and/or a handling fee upon arrival in your country. These charges are set by your local customs authority and are the customer’s responsibility.

Other Non-EU Countries (e.g. Norway, Switzerland, Iceland, Liechtenstein, Canada, Australia, New Zealand):
Import VAT and/or customs duties may apply on arrival. These charges are determined by your local customs authority and are the customer’s responsibility.

United States:
The previous duty-free threshold of USD $800 (the “de minimis exemption”) has been eliminated.
All international shipments to the U.S. - regardless of value - are now subject to customs clearance and import duties/taxes.
Postal entries may incur either a tariff based on origin or a flat fee (USD 80-200 per item) depending on U.S. Customs rules.

We aim to keep everything transparent. If you are unsure whether import charges may apply in your country, please check with your local customs office before placing an order.

🌍 Country of Origin Info

All of our products are made in and shipped from the United Kingdom.

🔁 Returns & Cancellations

Can I return my order?
Yes, you may return your item within 14 days of receiving it as long as it’s unused and in original condition. You’ll need to cover return postage and send to the returns address below.

Where do I send returns?
Elusive Mouse Gifts,
Unit 142287, Courier Point,
13 Freeland Park,
Wareham Road,
Poole,
Dorset.
BH16 6FH.
United Kingdom.

Please return your parcel within the stated timeframe. It is the return senders responsibility to obtain proof of postage with cover for compensation. We will not be held responsible for parcels that are lost in the post.

Can I cancel my order?
Most orders may be cancelled if they have not yet been dispatched. Please email us as soon as possible to request cancellation. Once an order has been processed or shipped, cancellation may no longer be possible. The exception to this cancellation policy are cushions, which are made on demand by a trusted production partner in London and cannot be cancelled once an order has been placed.

What if my item is faulty or damaged?
We’ll make it right. Most issues can be resolved with a photo, but occasionally the item may need to be returned. Just email us and we’ll take it from there.

📧 Contact

Still have questions?
Email us at info@elusivemousegifts.com - we're happy to help.