Shipping policy
This Shipping Policy explains how orders placed through the ellaviah online store are processed, shipped, tracked, and delivered.
The ellaviah online store is operated by HONG KONG NAVIA TECHNOLOGY CO., LIMITED, trading as ellaviah.
Order Processing Time
Orders are usually processed within 0–1 business days after payment is confirmed.
Orders are generally not processed or dispatched on weekends or public holidays. Orders placed during these periods will normally begin processing on the next available business day.
During periods of unusually high order volume, major promotional events, public holidays, or circumstances outside our reasonable control, processing may take longer than usual.
Where a significant processing delay affects your order, we will make reasonable efforts to provide an update.
Order processing time is separate from the estimated delivery time shown below.
Shipping Destinations
We currently ship to the countries and regions available for selection at checkout.
If your country or region is not available at checkout, we are currently unable to accept orders for delivery to that destination.
Available shipping destinations may change from time to time due to carrier availability, customs requirements, local regulations, product restrictions, or operational conditions.
Shipping Methods
We offer Standard Shipping for eligible orders and destinations.
The shipping methods available for your order will be displayed at checkout where applicable.
Eligible orders may qualify for free Standard Shipping where indicated on the product page or at checkout.
Any applicable shipping charge will be displayed before payment is completed.
Estimated Delivery Time
The estimated delivery time for Standard Shipping is usually 7–14 business days after dispatch.
This estimated delivery period does not include order processing time.
Actual delivery times may vary depending on the destination, customs clearance, local postal operations, carrier networks, public holidays, severe weather, and final-mile delivery conditions.
Delivery estimates are provided in good faith based on normal shipping conditions. They are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
For the purposes of this Shipping Policy, business days generally exclude weekends and public holidays applicable to the relevant processing or delivery location.
Shipping Fees
Any applicable shipping fees will be displayed clearly before you complete your purchase.
The shipping method and charges available at checkout may depend on the destination, order value, product type, and available delivery services.
We will not add undisclosed shipping charges after an order has been placed.
Tracking Information
Once your order has been dispatched, you will normally receive a shipping confirmation email containing a tracking number or other tracking information.
Tracking information may take approximately 2–5 business days after dispatch to appear or update in the carrier's tracking system.
A temporary delay in tracking updates does not necessarily mean that the package has stopped moving.
International shipments may pass through stages where tracking information is not updated until the parcel reaches the next processing facility, customs checkpoint, or delivery network.
Some international shipments may use more than one logistics provider. Where applicable, the original tracking number may be updated with, or linked to, a local final-mile tracking number.
Customs, Duties and Taxes
The product price, applicable taxes collected by us, and shipping charges will be displayed or otherwise disclosed before payment where required by applicable law.
International shipments may be subject to customs clearance procedures, import requirements, duties, taxes, or other charges imposed by the destination country or local authorities.
Where customs duties, import taxes, or similar charges are not collected by us at checkout, they may be assessed separately by the relevant customs authority or delivery provider in accordance with local laws and applicable delivery terms.
Customers are responsible for providing accurate information required for delivery and for complying with lawful import requirements applicable to the destination country.
We recommend reviewing applicable local import requirements before placing an order where the destination country has specific import restrictions or customs rules.
Incorrect or Incomplete Address
Please check that all delivery information is complete and accurate before submitting your order.
This includes, where applicable:
- recipient name;
- street address;
- apartment, unit, or building number;
- city;
- state or province;
- postal code;
- country; and
- telephone number.
If you notice an address error after placing an order, please contact us as soon as possible at support@ellaviah.com.
We will make reasonable efforts to update the delivery information before the order is dispatched.
However, we cannot guarantee that an address can be changed after an order has entered processing or has already been handed to the carrier.
Where a delivery problem is caused solely by incorrect, incomplete, or outdated address information provided by the customer, we will assist in checking whether the package can be redirected, redelivered, collected, or returned.
Any further resolution will depend on the package status, available carrier options, the circumstances of the order, and applicable law.
Delivery Attempts and Collection
Depending on the destination and local carrier procedures, a delivery provider may make one or more delivery attempts.
The carrier may also hold the package at a local post office, collection point, parcel shop, parcel locker, or delivery facility.
Customers should monitor available tracking information and follow reasonable carrier instructions regarding delivery, redelivery, address confirmation, or collection.
If a package is awaiting collection, please collect it within the holding period specified by the local carrier.
Packages not collected within the carrier's holding period may be returned to the sender or otherwise handled according to the carrier's local procedures.
Delayed Packages
If your package has not arrived within the estimated delivery period, please contact us so that we can review the tracking information and, where appropriate, request further information from the relevant carrier.
International shipments may occasionally experience additional delays due to customs processing, carrier disruptions, severe weather, local delivery conditions, public holidays, or other circumstances outside our reasonable control.
We will provide reasonable assistance in reviewing and investigating delayed shipments.
Nothing in this section limits any mandatory rights or remedies available under applicable consumer protection laws.
Lost or Undelivered Packages
If tracking information indicates that a package may be lost or undeliverable, please contact us at support@ellaviah.com.
We will review the available tracking history and, where appropriate, request an investigation, delivery confirmation, proof of delivery, or other available information from the carrier.
If the carrier confirms that a package has been lost before delivery or cannot be delivered through no fault of the customer, we will provide an appropriate resolution based on the circumstances of the order and applicable law.
The available resolution may include a replacement or refund.
Risk of loss or damage remains with us until you, or a person identified by you other than the carrier, takes physical possession of the goods, except where otherwise provided by applicable law or where you independently appoint a carrier that was not offered or arranged by us.
Packages Marked as Delivered but Not Received
If tracking information shows that your package has been delivered but you cannot locate it, please contact us as soon as possible.
Where appropriate, we may ask you to check with:
- household members;
- neighbours;
- building reception or concierge services;
- mailrooms;
- safe places around the property;
- parcel lockers; or
- local collection points.
We will also assist in reviewing available carrier information and, where appropriate, request delivery details or proof of delivery from the carrier.
The appropriate resolution will depend on the investigation results, available delivery evidence, the circumstances of the order, and applicable consumer protection laws.
Returned-to-Sender Packages
A package may be returned to the sender for reasons including an incorrect or incomplete address, failed delivery attempts, refusal of delivery, or failure to collect the package within the carrier's holding period.
If tracking information shows that your package is being returned, please contact us at support@ellaviah.com.
We will review the return reason and package status and provide information about the available next steps.
Any reshipment, replacement, or refund arrangement will depend on the reason for the return, the condition and status of the package, applicable shipping costs, and applicable law.
Order Changes and Cancellations
Please contact us as soon as possible if you need to request an order cancellation or shipping address change.
We will make reasonable efforts to assist before the order enters fulfilment or is dispatched.
Once an order has already been processed or handed to the carrier, we may be unable to cancel the shipment or change the delivery address.
For information about cancellations, returns, exchanges, and refunds, please review our Refund Policy.
Contact Us
If you have questions about shipping, tracking, delivery, or the status of your order, please contact:
HONG KONG NAVIA TECHNOLOGY CO., LIMITED
Trading as: ellaviah
Email:
support@ellaviah.com
Business Address:
UNIT 05, 12/F, THE CLOUD,
NO. 111 TUNG CHAU ST,
TAI KOK TSUI, KOWLOON,
HONG KONG SAR
Business Phone Number:
+86 131 2826 9141