FAQs

📦 Shipping & Delivery

How long does delivery take?
Our products are made to order and typically ship within 3–5 business days. Shipping times vary by destination, but most orders arrive within 7–14 business days.

Do you ship internationally?
Yes, we ship worldwide! Checkout is currently UK only. For international orders please contact us at info@elusivemousegifts.com with your proposed order and full address and we will provide a shipping quote and payment method.

🧾 Customs & Duties

Will I be charged customs or import fees?
Orders may be subject to local import duties, customs charges, or taxes upon delivery. These fees are not included in the item price or shipping cost and are the buyer’s responsibility. Please check with your local customs office if you're unsure.

🌍 Country of Origin Info

Our products are made to order and shipped from different countries depending on the item and destination. This helps reduce delivery times and environmental impact — but it can also affect customs and import charges.

Here’s where each item is typically shipped from:

  • Cushions – UK
  • Journals – UK or the Netherlands
  • Greeting Cards – UK or the Netherlands
  • 11oz Mugs – UK, Latvia, US/Mexico, Australia, Canada, Spain, Brazil, Japan
  • 20oz Mugs – Latvia, US/Mexico (UK customers may pay import charges)
  • Tote Bags – Latvia, US/Mexico (UK customers may pay import charges)

🔁 Returns & Cancellations

Can I return my order?
If you're in the UK or EU, 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 contact us first for the correct return address.

Do you accept international returns?
Outside the UK/EU, we accept returns only for faulty or damaged items. Please get in touch within 7 days of delivery, ideally with a photo of the issue.

Where do I send returns?
Please contact us before returning anything. Faulty items may need to go back to the original print facility. We’ll confirm the correct return address based on the product and location.

Can I cancel my order?
Orders cannot be cancelled once placed, as each item is made to order and enters production shortly after checkout.

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 a small team and happy to help.