Shipping & returns

All orders are packed with care by the Curious Elf Co. team and shipped from our HQ in London.

We’re a very small team (currently just one!) and we pack and post orders as quickly as we can! As we get closer to the festive season, things might take a little longer, but we’ll always keep you updated where possible. We appreciate your patience and support.

Shipping Rates

Shipping costs are calculated at checkout based on your order size. You can view the shipping price at checkout without processing payment. 

Order Emails & Confirmations

Once you place an order, you’ll receive a confirmation email at checkout. If you don’t see it, try these troubleshooting steps before reaching out:

  • Check your spam/junk/trash folders.

  • Ensure your inbox isn’t full.

  • Double-check that you entered your email correctly.

  • If you paid via PayPal or Apple Pay, check the email linked to that account.

Packing & Shipping Times

We do our best to pack and dispatch your order as soon as possible. Once it’s ready, you’ll receive a shipping confirmation with tracking details.

  • All parcels are shipped via EVRI and include tracking.

  • Rural & remote locations may experience slightly longer shipping times.

Busy Periods

During peak times (launches, sales, or festive seasons), packing times may be slightly longer due to increased order volume. We'll work hard to get your orders out as quickly as possible, but we appreciate your patience during these periods.

Discount Codes

Please make sure to enter your discount code before completing checkout. Once an order is processed, we cannot apply discounts retroactively.

Returns Policy

We want you to be absolutely thrilled with your elves! But if things don’t go to plan, you have 30 days from delivery to start the return process. Changed your mind? Just get in touch via our contact page within 14 days of receiving your order and we’ll help you sort it out.

Not-So-Returnable (or Refundable) Items

Some things are final sale:

  • Free gifts or promotional goodies

  • Sale/discounted items/seconds elves


Incorrect or Faulty Items

We’re really sorry if your elf is faulty! We try to check each one before it ships, but remember these are handmade goods. If your elf arrives faulty or damaged due to courier mishandling, let us know via our contact form.

What to Do:

  • Take clear photos of the item and packaging.

  • Email us within 7 days of receiving your order with your order number and details.

We'll assess the situation and sort things out ASAP. Thanks for your patience while we work our magic!

Please note: damage from excessive play, accidents, or not following care instructions won’t be considered a fault. We trust you get it, but we have to say it anyway!



Missing Items / Damaged Parcels

Before we go full detective mode, please check the following:

  • Thoroughly inspect your parcel - sometimes we tuck smaller items inside sleeves or bags for extra cushioning.

  • Take photos of the packaging before you throw it out.

  • Check for any damaged labels or missing item notices from the delivery carrier.

If something’s missing or damaged, contact us within 7 days of delivery with your order number and all the details (photos included). We’ll investigate and sort it out.



What If My Parcel Goes Missing?

If your order hasn’t arrived, is missing, or tracking isn’t updating, email us! We’ll give you the necessary advice or assistance to help track it down.

Important:
Customers are responsible for entering their shipping details correctly. If your details were incorrect or incomplete at checkout, we can’t take responsibility for lost parcels. Please always double-check those details!

If you change or update your address during transit with the shipping provider, we can hold no responsibility for any losses or theft as the details of the original order have been altered. 

Order Cancellation Policy

Changed your mind? No worries! For cancellations made before dispatch, we’ve got two options for you:

  • Shop credit: 100% of your order value ready to use any time.

  • Refund: if you choose this, a 3.5% cancellation fee will be deducted from the refunded amount, otherwise we lose out.

Please contact us ASAP after placing your order to make the switch so we can get it sorted. If your order has already been packed by the team then unfortunately we won't be able to make any changes, sorry!