Shipping policy
Last updated: August 4, 2026
This Shipping Policy explains how orders placed through elliotvaughn.com are processed, shipped, tracked, and delivered.
This policy forms part of our Terms of Service. If this Shipping Policy conflicts with a mandatory consumer right that cannot legally be excluded or limited, the mandatory consumer right will prevail.
1. ORDER PROCESSING
Orders are ordinarily processed on business days, Monday through Friday, excluding public holidays.
Please allow approximately 1–2 business days for order processing before dispatch.
Orders placed after business hours, during weekends, or on public holidays will normally begin processing on the next business day.
Processing times may be extended during:
- promotional periods;
- product launches;
- public holidays;
- unusually high order volumes;
- fraud or payment verification;
- inventory checks; or
- circumstances outside our reasonable control.
The estimated delivery period begins after the order has been dispatched and does not include the processing period.
2. ESTIMATED DELIVERY TIMES
Unless a different estimate is displayed at checkout or stated in the order confirmation, estimated delivery times after dispatch are:
- United States: 5–14 business days
- Switzerland and other European destinations: 5–14 business days
- Canada: 5–14 business days
- Australia: 5–14 business days
- Other international destinations: 7–21 business days
These periods are good-faith estimates and are not guaranteed delivery dates unless we expressly identify a shipping service as guaranteed.
Actual delivery times may vary because of:
- customs processing;
- carrier delays or service interruptions;
- severe weather or natural events;
- public holidays;
- peak shopping periods;
- incorrect or incomplete delivery information;
- security or fraud checks;
- local delivery conditions;
- remote delivery locations;
- import restrictions; or
- other circumstances outside our reasonable control.
Where a specific delivery estimate is displayed at checkout for an order, that order-specific estimate will take priority over the general estimates above.
3. SHIPPING CHARGES AND FREE SHIPPING
Available shipping methods and applicable charges will be displayed at checkout before the order is submitted.
Where we advertise free shipping above a stated order value, the qualifying threshold is calculated using the merchandise subtotal:
- after discounts have been applied;
- before taxes, duties, and shipping charges; and
- excluding gift-card purchases unless the promotion expressly states otherwise.
Our current free-shipping threshold may be displayed on the website or at checkout. Promotional thresholds and shipping offers may change prospectively.
Free shipping applies only to eligible destinations, products, and shipping methods. Any available expedited, premium, or optional delivery service may carry an additional charge.
4. INTERNATIONAL FULFILMENT
Elliot Vaughn is operated by Moretti International Ltd., a company based in Hong Kong.
Orders may be processed or dispatched from international warehouses, manufacturing partners, logistics providers, or fulfilment centres. The dispatch location may differ from:
- our Hong Kong business address;
- the customer’s country;
- the billing address;
- the designated returns facility; and
- the address from which another order was previously shipped.
The location from which an order is dispatched does not determine the address to which an approved return must be sent.
Customers must contact support@elliotvaughn.com and obtain return instructions before sending any product back.
5. PARTIAL SHIPMENTS
An order containing multiple products may be divided into more than one shipment where reasonably necessary because of inventory location, availability, package size, or fulfilment requirements.
Separate shipments may:
- arrive on different dates;
- be handled by different carriers; and
- have separate tracking numbers.
Customers will not be charged additional shipping solely because we divide an accepted order into multiple shipments.
Receiving only part of a divided shipment does not necessarily mean that products are missing. Customers should review all available tracking information and dispatch notifications.
6. SHIPPING CARRIERS
We may use different postal services, international logistics providers, last-mile delivery companies, and local carriers depending on the destination and available service.
The carrier completing the final delivery may differ from the carrier initially shown in the tracking history.
Unless a particular carrier was expressly guaranteed as part of a paid shipping method, we do not guarantee that an order will be handled by a specific carrier.
Carrier routes, delivery practices, and operating schedules are determined by the relevant carrier and may change without notice.
7. TRACKING INFORMATION
After an order has been dispatched, we will normally send a shipping confirmation email containing available tracking information.
Customers may track an order by:
- selecting the tracking link in the shipping confirmation email;
- visiting the Track Order page on our website; or
- logging into their Elliot Vaughn account, where applicable.
Tracking information may take approximately 24–72 hours to become active after dispatch.
Temporary periods without tracking updates do not necessarily mean that a shipment is lost. International shipments may not receive a new scan while:
- travelling between countries;
- awaiting customs clearance;
- being transferred between carriers; or
- moving through a local delivery network.
8. ORDER CHANGES AND CANCELLATIONS
Orders are processed quickly to support timely dispatch.
Customers may request an order cancellation or modification within one hour after placing the order by contacting support@elliotvaughn.com.
We will make reasonable efforts to accommodate the request, but a change or cancellation is not guaranteed once processing or fulfilment has begun.
After an order has been dispatched, its products, quantities, or delivery address generally cannot be changed, and the order cannot ordinarily be cancelled through the shipping process.
Eligible products may instead be returned in accordance with our Refund Policy after delivery.
Nothing in this section restricts a statutory cancellation, withdrawal, refund, or other consumer right that applies under mandatory law.
9. SHIPPING ADDRESS ACCURACY
Customers are responsible for reviewing and providing a complete and accurate:
- recipient name;
- street address;
- apartment, unit, or building number;
- city;
- state, province, canton, or region;
- postal or ZIP code;
- country;
- telephone number; and
- email address.
Customers should contact us immediately after ordering if an address correction is needed.
We cannot guarantee that an address can be modified once the order has entered processing or fulfilment.
Where an order cannot be delivered because the customer provided an incorrect, incomplete, inaccessible, temporary, or outdated address, the customer may be responsible for reasonable and documented:
- redelivery charges;
- return-to-sender charges;
- address-correction fees;
- customs expenses; or
- recovery and handling costs.
These charges will not apply where the delivery problem resulted from our error or where applicable law requires a different outcome.
We are not responsible for delays caused solely by inaccurate information supplied by the customer, but we will provide reasonable assistance in attempting to locate, redirect, or recover the shipment where possible.
10. CUSTOMS DUTIES, IMPORT TAXES, AND FEES
International orders may be subject to:
- customs duties;
- import taxes;
- goods and services taxes;
- value-added taxes;
- brokerage charges;
- customs-processing charges; or
- other fees imposed by the destination country or carrier.
Unless checkout expressly states that duties and taxes are included, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.
Customs charges are determined by governmental authorities or third parties and are outside our direct control.
Customers are responsible for reviewing any applicable import restrictions and ensuring that products can lawfully be imported into the destination country.
We are not responsible for customs delays that are outside our reasonable control. However, this does not limit any right the customer may have where an order is not delivered within a legally required or expressly agreed period.
11. REFUSED, UNCLAIMED, OR RETURNED SHIPMENTS
A shipment may be returned to the sender because:
- the recipient refused delivery;
- customs duties or import charges were not paid;
- the shipment was not collected;
- the carrier could not access the address;
- required delivery information was missing;
- the address was incorrect or incomplete; or
- the carrier exhausted its delivery attempts.
Where a shipment is returned for a reason attributable to the customer, we may deduct reasonable and documented outbound shipping, return shipping, customs, handling, or carrier charges from any voluntary refund, to the extent permitted by law.
We will not deduct charges caused by our error.
No deduction under this section will restrict or reduce a statutory remedy relating to products that are faulty, unsafe, materially misdescribed, incorrect, or otherwise non-compliant.
Shipping charges may need to be paid again before an order is resent following an unsuccessful delivery caused by information or conduct attributable to the customer.
12. DELIVERY AND RISK OF LOSS
Subject to applicable mandatory law, delivery occurs when the shipment is delivered to:
- the customer;
- a person designated by the customer;
- a delivery location authorized by the customer; or
- another location at which applicable law considers delivery complete.
A carrier may deliver a shipment to a mailbox, porch, reception desk, concierge, parcel locker, safe location, or another location permitted by the delivery instructions and local carrier practices.
Risk of accidental loss or damage remains with us until the point at which applicable law provides that risk passes to the customer.
For consumers in jurisdictions where risk remains with the seller until the customer or a designated third party physically receives the products, those mandatory rules will apply.
A carrier delivery scan may be evidence that delivery occurred, but it does not prevent a customer from reporting a genuine lost, stolen, damaged, premature-scan, or misdelivery claim.
13. ORDERS MARKED AS DELIVERED BUT NOT RECEIVED
If tracking shows that an order was delivered but it cannot be located, the customer should:
- allow up to 24 hours in case the carrier recorded delivery before completing the final drop-off;
- check the mailbox, porch, building entrance, reception desk, concierge, garage, parcel locker, and other safe locations;
- ask household members, neighbours, or building staff whether they accepted the shipment;
- review the delivery address in the order confirmation; and
- contact the local delivery carrier where appropriate.
If the order still cannot be located, contact support@elliotvaughn.com promptly and provide:
- the order number;
- confirmation of the delivery address;
- the tracking number;
- a description of the issue; and
- any available information from the carrier.
We may open an investigation with the fulfilment provider or delivery carrier and request reasonable cooperation from the customer.
The appropriate resolution will depend on the circumstances, available tracking evidence, carrier investigation, applicable law, and whether the shipment is confirmed as lost, stolen, or misdelivered.
Nothing in this section removes a remedy required by applicable consumer law.
14. DELAYED OR LOST-IN-TRANSIT SHIPMENTS
Customers should contact us if:
- tracking has not updated for an unusually long period;
- the shipment is materially beyond the estimated delivery period;
- the carrier reports that the shipment may be lost; or
- the shipment is returned without a successful delivery attempt.
We may investigate the shipment with the carrier or fulfilment provider before determining the appropriate resolution.
If a shipment is confirmed lost in transit, we will provide an appropriate solution, which may include:
- replacement of the affected products;
- reshipment;
- a refund; or
- another remedy agreed with the customer.
The remedy provided will remain subject to product availability, the circumstances of the loss, and any rights required by applicable law.
We will not require a customer to accept store credit where applicable law requires a refund or another remedy.
15. SHIPPING OR FULFILMENT DELAYS
If we become aware that an order cannot be dispatched within the time expressly promised or otherwise required by law, we may contact the customer with:
- an explanation of the delay;
- an updated estimated dispatch date; and
- any legally required option to consent to the delay or cancel the unshipped portion for a refund.
Where the customer does not consent to a delay and applicable law requires cancellation, we will cancel and refund the affected unshipped product.
A delivery estimate does not allow us to retain payment indefinitely where we are unable to supply an accepted order.
If we cannot fulfil an accepted order within the agreed period or within a reasonable period required by applicable law, the customer may be entitled to cancel the affected order and receive a refund.
16. DAMAGED SHIPMENTS
Customers should inspect delivered packages and products as soon as reasonably possible.
If a shipment or product arrives damaged, contact support@elliotvaughn.com promptly and provide:
- the order number;
- photographs of the external packaging;
- photographs or video of the damaged product;
- photographs of the shipping label; and
- a description of the damage.
Customers should retain the original packaging while the claim is being reviewed where reasonably possible.
Requests for photographs or packaging do not remove or reduce any statutory consumer right. This information assists us in verifying the problem, identifying the cause, and submitting a carrier or fulfilment claim.
Depending on the circumstances and applicable law, the remedy may include replacement, refund, repair, reimbursement of reasonable return costs, or another appropriate solution.
17. UNDELIVERABLE OR RESTRICTED DESTINATIONS
We reserve the right to restrict shipping to a country, territory, region, postal code, or address where reasonably necessary because of:
- carrier availability;
- sanctions or export controls;
- legal restrictions;
- customs limitations;
- safety concerns;
- excessive fraud risk; or
- an inability to provide reliable delivery.
Available destinations are normally shown at checkout.
Submitting an order does not guarantee that we can accept or fulfil it. Where we cannot accept an order for a destination-related reason, any payment authorization or collected amount for the affected order will be released or refunded.
18. COUNTRY-SPECIFIC CONSUMER RIGHTS
United States
We will maintain a reasonable basis for any shipping or dispatch period that we advertise.
If we cannot dispatch an order within the promised period, we will provide any delay notice, cancellation option, consent request, or refund required by applicable United States law.
Canada
Canadian customers retain all non-waivable federal, provincial, and territorial rights relating to online orders, delivery, disclosure, cancellation, refunds, legal warranties, and misleading representations.
Where provincial law requires a different remedy or deadline, the applicable mandatory rule will prevail.
Australia
Nothing in this Shipping Policy excludes, restricts, or modifies the consumer guarantees or remedies that cannot be excluded under the Australian Consumer Law.
If we cannot supply an order within the promised period or otherwise within a reasonable time, Australian consumers may be entitled to a remedy required by the Australian Consumer Law.
Switzerland
Swiss customers retain all mandatory rights available under applicable Swiss law.
Nothing in this Shipping Policy excludes or limits any delivery, warranty, refund, or contractual remedy that cannot lawfully be excluded.
European Union
Where European Union consumer law applies, we will deliver products within the period agreed with the customer or, where no different delivery period was agreed, within the period required by applicable law.
If delivery does not occur within the agreed or legally required period, the customer may provide an additional reasonable delivery period and may cancel the affected contract if delivery is not completed within that additional period, subject to applicable exceptions.
Where delivery by a specific date was essential and this was communicated and accepted before purchase, an additional delivery period may not be required where applicable law permits immediate cancellation.
Risk of loss or damage remains with us until the customer, or a third party designated by the customer other than the carrier, obtains physical possession of the products, except where applicable law provides otherwise.
European Union customers also retain any applicable statutory withdrawal and product-conformity rights described in our Refund Policy and Terms of Service.
Other jurisdictions
Customers in other jurisdictions retain any shipping, delivery, refund, cancellation, warranty, or consumer right that cannot legally be waived.
19. EVENTS OUTSIDE REASONABLE CONTROL
Delivery may be delayed by events outside our reasonable control, including:
- severe weather;
- natural disasters;
- war or civil disturbance;
- governmental action;
- epidemics;
- customs disruption;
- carrier interruption;
- labour disputes;
- transportation failures;
- telecommunications outages; or
- widespread technology failures.
We will use reasonable efforts to reduce the effect of such events and communicate material delays where appropriate.
This section does not remove any cancellation, refund, delivery, or other consumer right that cannot legally be excluded.
20. RELATIONSHIP WITH OTHER POLICIES
This Shipping Policy should be read together with our:
- Terms of Service;
- Refund Policy; and
- Privacy Policy.
Returns, change-of-mind requests, statutory withdrawal rights, refunds, faulty products, and product exchanges are governed primarily by our Refund Policy and applicable law.
If there is an inconsistency between this Shipping Policy and an order-specific delivery commitment expressly accepted by us, the order-specific commitment will apply to that order.
21. CONTACT US
Questions about processing, shipping, tracking, customs, or delivery may be directed to:
Moretti International Ltd.
Trading as Elliot Vaughn
BRN: 76829260
50 Stanley Street
World Trust Tower, Suite C, Level 7
Central, Hong Kong
Email: support@elliotvaughn.com
Telephone: + 1 424 4453259
Customer-service hours:
Monday–Friday
9:00 a.m.–6:00 p.m.
Except where otherwise stated, service hours are based on Hong Kong time.