Shipping policy


Processing Times

Once your order is placed, it typically takes 1-2 business days to process and prepare your item for shipment. Please note that cushions are made to order and can take up to 5 business days before they are ready for dispatch.

Delivery Estimates

Delivery times vary depending on your location. After dispatch, most orders arrive within:

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

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

Order Tracking

Most orders will be dispatched via Royal Mail Second Class or International Tracked delivery. Cushions will be sent separately 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.

Split Shipments

Depending on your order, items may arrive separately. All products are dispatched from our studio in Somerset, with the exception of cushions, which are made on demand by a trusted production partner in London, UK.

🌍 Worldwide Shipping

We currently ship across the UK, Canada, Australia, New Zealand, Singapore, Hong Kong and Japan.

We do not currently ship to the EU or USA.

If you are unable to complete checkout for your country, 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

Please note that we cannot ship to certain regions due to carrier restrictions and customs:

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

If you are unsure whether your address is covered, please contact us before placing your order.

🧾 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?
You may return your item within 14 days of receiving it as long as it’s unused and in original condition. Return postage is your responsibility. Please ensure that your parcel is adequately insured to cover for loss in the post.

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

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.