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:

  • UK: 3–7 business days
  • Europe: 5–10 business days
  • North America: 7–14 business days
  • Rest of World: 10–21 business days

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


Do you ship internationally?

Yes! We ship worldwide 🌍. Checkout currently covers the UK, Europe, Canada and the USA with more destinations (including Australia, and New Zealand) being added soon.

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)


Why does shipping cost more when I add different items?

All of our products are made to order and sent directly from our print partners. Mugs, tote bags, cushions, and cards are each produced and shipped separately, so different product types cannot be combined into one parcel.

Because of this, if you order a mix of different items (for example, a tote bag and a cushion), they’ll be shipped in separate packages and the total shipping cost will be higher.

Ordering multiple quantities of the same product type is more economical - the first item has a base shipping fee, and each additional item of that same type adds only a small extra cost. Please note that different mug sizes (11oz and 20oz) count as different product types, so they are shipped separately.


🧾 Customs & Duties

We are a UK-based small business and are not currently VAT registered. This means:

  • No VAT is added at checkout on our website.
  • Your order may be produced and shipped from different locations depending on the item (see our 'Country of Origin Info' section below).
  • If your order is produced and shipped from within your own region (e.g. UK to UK, EU to EU, USA to USA), it usually arrives with no extra import charges.
  • If your order is produced and shipped from outside your region, your local customs office may charge import VAT and/or duties on delivery. These charges are set by your local authority and are the customer’s responsibility.

United Kingdom:
Most items are produced and shipped within the UK, but some (for example, large mugs and tote bags) will ship from Europe. In those cases, import VAT/duties may apply on arrival.

European Union:
Orders fulfilled from EU facilities (e.g. journals, cards, some mugs and bags) usually arrive without additional fees. If your order is produced outside the EU, your local customs office may apply VAT/duties.

United States (Effective Immediately):
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.
If your order is produced and shipped from within the USA, you will not pay extra import charges.

Other non-EU countries (e.g. Norway, Switzerland, Iceland, Liechtenstein, Canada, Australia, New Zealand):
Import VAT/duties may apply on arrival. These are set by your local customs office and are the customer’s responsibility.

We understand this can sometimes cause surprises, so we aim to make everything as clear as possible. If you’re unsure about possible fees in your country, please check with your local customs office before placing an order.

🌍 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.

  • 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
  • Tote Bags – Latvia, US/Mexico

🔁 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.