Shipping policy
Shipping Policy
Last updated: 23 May 2026
This Shipping Policy explains how Sienna & Elina LTD processes, prepares and delivers orders placed through our website.
By placing an order with us, you agree to this Shipping Policy, our Terms of Service, Refund Policy and Privacy Policy.
1. Business Information
Business name: Sienna & Elina LTD
Company number: 17134786
Registered office: 3rd Floor, 86–90 Paul Street, London, England, EC2A 4NE, United Kingdom
Website: siennaelina.co.uk
Email: hello@siennaelina.co.uk
2. Where We Ship
We ship to the United Kingdom and selected international destinations available at checkout.
Available shipping countries may change from time to time depending on courier availability, legal restrictions, delivery reliability and business requirements.
If your country is not available at checkout, we are currently unable to ship there.
3. Order Processing Times
Most of our products are personalised, engraved, printed, made to order or prepared individually. Processing time means the time needed to check your order, prepare the design, produce the product, pack it and hand it to the delivery carrier.
Estimated processing times may vary by product and will be shown on the product page, checkout page, or order confirmation where available.
Processing times do not include delivery time after dispatch.
Orders are usually processed on business days, Monday to Friday, excluding UK bank holidays.
During busy periods, such as Christmas, Valentine’s Day, Mother’s Day, Father’s Day, Eid, Diwali, Black Friday or other high-demand periods, processing may take longer than usual.
4. Personalised and Made-to-Order Products
For personalised products, production may begin shortly after your order is placed.
Please check all personalisation details carefully before submitting your order, including names, initials, dates, spellings, photos, messages and design instructions.
If you notice a mistake after placing your order, contact us immediately at hello@siennaelina.co.uk with your order number. We will try to help, but we cannot guarantee that changes can be made once production has started.
Delays may occur if we need to contact you about unclear personalisation details, poor-quality images, missing information or design issues.
5. Delivery Times
Delivery times are estimates only and are not guaranteed unless we expressly state otherwise.
Estimated delivery times may depend on the delivery country, shipping method, courier service, customs processing, seasonal demand and events outside our control.
UK orders usually arrive faster than international orders. International orders may take longer due to customs checks, local postal services and import processing.
We are not responsible for delays caused by courier disruption, customs processing, incorrect address details, failed delivery attempts, severe weather, strikes, public holidays or other events outside our reasonable control.
6. Shipping Costs
Shipping costs are calculated and shown at checkout before you complete your order.
Shipping costs may vary depending on the delivery destination, product type, parcel size, parcel weight, delivery method and order value.
If we offer free shipping, express shipping or promotional shipping rates, the conditions will be shown on the website, product page, basket or checkout page.
7. Dispatch Confirmation and Tracking
When your order is dispatched, we will send a dispatch confirmation email where available.
If tracking is available for your chosen delivery method, tracking details will be included in the dispatch email or made available through your order page.
Tracking updates are provided by the delivery carrier. Sometimes tracking may take time to update after dispatch.
8. Delivery Address
You are responsible for providing a complete and accurate delivery address at checkout.
Please check your address carefully before submitting your order, including flat number, house number, street name, postcode, country and contact details.
We are not responsible for delays, failed delivery, loss or extra costs caused by incorrect, incomplete or outdated address information provided by you.
If an order is returned to us because of an incorrect address, failed delivery, refusal of delivery or failure to collect the parcel, we may ask you to pay additional shipping costs to resend the order.
9. Missed Deliveries and Failed Delivery Attempts
If a courier attempts delivery and you are unavailable, they may leave the parcel in a safe place, with a neighbour, at a collection point, or attempt redelivery depending on the carrier’s policy.
You are responsible for following courier instructions, arranging redelivery or collecting the parcel within the carrier’s time limit.
If a parcel is returned to us because it was not collected or delivery failed, we may charge additional shipping costs to resend it.
10. Lost, Delayed or Damaged Parcels
If your order has not arrived within the expected timeframe, please contact us at hello@siennaelina.co.uk with your order number.
We may ask you to confirm your delivery address and allow reasonable time for the courier to investigate.
If a parcel is confirmed lost by the courier, we will offer a suitable solution, such as a replacement or refund, depending on the circumstances and your legal rights.
If your order arrives damaged, contact us as soon as possible with your order number, photos of the damaged item, photos of the packaging and a short description of the issue.
Please keep the damaged item and packaging until we have reviewed the issue, as the courier may require evidence.
11. International Shipping, Customs and Import Charges
For international orders, your order may be subject to customs duties, import taxes, handling fees, VAT, sales tax or other charges when it reaches the destination country.
These charges are set by the destination country and are usually the customer’s responsibility unless checkout clearly states otherwise.
We are not responsible for delays caused by customs checks, import procedures or local delivery services in the destination country.
If you refuse to pay customs charges or refuse delivery, the parcel may be returned to us or destroyed by the carrier or customs authority. In that situation, we may deduct delivery charges, return charges, customs charges and reasonable costs from any refund, where permitted by law.
12. Pre-Orders and Split Shipments
If your order includes a pre-order item, made-to-order item or item with a longer processing time, we may ship the whole order together when all items are ready.
We may sometimes ship items separately. If this happens, you may receive more than one parcel or tracking number.
13. Packaging
We aim to package products carefully and securely, especially fragile, glass, crystal, acrylic, engraved and personalised items.
Packaging may vary depending on product type, parcel size, delivery destination and courier requirements.
Please take care when opening parcels, especially where the product is fragile or contains glass, crystal or small components.
14. Risk and Ownership
For UK consumer orders, risk in the goods passes to you when the goods are delivered to you, or to a person identified by you to receive them.
Ownership of the goods passes to you once we have received full payment and the goods have been delivered, unless otherwise required by law.
15. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our shipping methods, courier partners, delivery locations, costs, legal requirements or business practices.
The latest version will be available on this page. The “Last updated” date at the top will show when this policy was last changed.
16. Contact Us
If you have any questions about shipping or delivery, please contact us:
Sienna & Elina LTD
3rd Floor, 86–90 Paul Street
London, England
EC2A 4NE
United Kingdom
Email: hello@siennaelina.co.uk
