FAQ
Quick answers about delivery, returns, payment and Elfby.
Orders and delivery
How long does delivery take?
Usually 5 to 10 days from the day you order. We email you when your order ships. More on our delivery page.
How much is delivery?
Nothing. Delivery is free on every order, with no minimum spend.
When should I order to have it by Christmas?
We suggest ordering by 12 December. Delivery takes 5 to 10 days and carriers are busier in December, so earlier is safer.
Which countries do you deliver to?
The United Kingdom, Poland, Italy and most of Europe. The full list is in our shipping policy.
Where is my order?
Your confirmation email has your order details, and we email you again when it ships. If it has been more than 10 days since you ordered, write to us with your order number.
Can I change or cancel my order?
Write to us as soon as you can with your order number. If it has not shipped yet, we will try to change it. Once it has shipped, you can still return it within 14 days of receiving it.
Will I pay customs or import charges?
That depends on where your order ships from and where it goes. We show what we know at checkout, before you pay.
Returns and refunds
Can I return something?
Yes. You have 14 days from receiving your order to change your mind, without giving a reason. Start with our return form. The steps are on our returns page.
I am buying gifts. What if they are not right?
Orders placed from 11 November to 24 December 2026 can be returned until 15 January 2027, so there is time after the holidays.
Who pays for return postage?
You pay the cost of sending items back when you change your mind. If an item is faulty, we pay for the return.
When will I get my refund?
Within 14 days of receiving your return request, to the payment method you used. We may wait until the items arrive back or you send proof of posting.
Something arrived faulty or damaged. What now?
Write to us with your order number, what is wrong and a photo if you can. We reply within 14 days and offer a repair or a replacement, or a refund where the law allows.
Payment
How can I pay?
Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay, plus local methods in some countries. Every option for your country appears at checkout.
When do you take payment?
When you place your order. We start preparing it once the payment is received.
Is it safe to pay on Elfby?
Checkout runs on Shopify over an encrypted connection, and card details go straight to the payment provider. We never see or store your full card number.
Products
Where can I find sizes and materials?
On each product page, under the description. If something is not there, ask us and we will check.
Will you have more Christmas products?
Yes, we add new things through the season. Join our newsletter at the bottom of any page to hear first.
About Elfby
Who runs Elfby?
Elfby is run by Unida Brands LLC, 75 E 3rd St, Sheridan, WY 82801, USA. Read our story.
How do I contact you?
Use our contact form, and we reply by email. Include your order number if it is about an order.