Shipping policy

All of our orders are packed and posted within 3 business days (however this is normally much quicker) and shipped via UPS or USPS. This service aims to be delivered within 3 - 5 working days however they are currently experiencing slightly longer delivery times due to Covid-19. 

Please note, both delivery methods stated above are tracked. It will therefore let you know when the parcel has been delivered in which we will use this confirmation by of a successful delivery. If you have any issues or problems around this, please let us know at the time, however you will have to reach out to UPS or USPS as the fault in these instances is theirs. We however will do what we can from our end to assist you to find the parcel. 

Delivery time frames are just an indication and House of Imela cannot help delays or longer delivery times as this is out of our control. Cancellations or refund requests will not be accepted due late delivery. 

Please ensure that your address details are correct for failure to do this can lead to your parcel being delayed or go missing. If your address is incorrect and UPS or USPS are unable to validate it, it will be returned to sender. Unfortunately we are unable to alter address details once this has been shipped and if returned to us we are unable to refund you for the shipping charges incurred. If you would like your order re-sent to you we will require you to cover the fee to re-send this to you. If your order goes missing due to an address error we are not to be held accountable for this and will not replace or refund goods if the address is incorrect.

Missing Packages

We kindly ask that the customers first port of call to be the courier handling the shipment since this reduces the delay in us resolving the issue once we know what is going on. Unfortunately we cannot see anything more on tracking than what you can and once the package leaves our studio we have little to no control over what happens to it! The courier however can access much more than us and if necessary can investigate this further for you.

Packaging

All of our packaging is recyclable and we have done what we can to limit the amount of plastic used. Our boxes are sourced from Uline and our peanuts are completely biodegradable and will disintegrate in water. 

International Shipping

Our international service is fulfilled by Pirate Ship. Depending on where you are in the world parcels can take between 5 and 7 days to arrive. You can track your parcel on every step of the journey too. 

If your country is not listed at checkout please contact us and we will be happy to help.