Shipping policy

Shipping policy

Delivery Areas

Mateo & Eliana ships only to addresses within the United Kingdom. For now, we do not offer shipping outside the U.K.

Processing and Delivery Times

Your estimated delivery timeframe is worked out as: Order Processing + Shipping Transit.

We work with trusted U.K. couriers so that your order is handled safely and delivered on time.

Stage Duration
Order Processing 1–2 business days (Mon–Fri)
Shipping Transit 3–7 business days (Mon–Fri)
Total Estimated Delivery 4–9 business days

Order Cut-Off Time: Orders placed before 2:00 p.m. (GMT) on business days will be processed the same day. Orders placed after this time, or at weekends or on holidays, will begin processing on the next business day.

Every order goes through a quality check and is packaged with care before dispatch, which is included in the processing timeframe.

Shipping Costs

We currently offer the following shipping option for all U.K. orders:

Shipping Method Estimated Delivery Cost
Standard Shipping 4–9 business days FREE

Package Protection and Lost Shipments

Every shipment comes with complimentary parcel insurance at no extra cost.

If your tracking shows no movement for more than 5 business days after dispatch, please contact us at info@mateo&eliana.com. We will quickly help you open a lost package investigation with the courier.

Tracking Your Order

Once your order is dispatched, you will receive an email confirmation with a unique tracking number and a link so you can follow your shipment from dispatch through to delivery.

Delivery Issues

If you run into any delivery problems — such as delays, damaged packaging, or missed delivery attempts — please contact our customer support team straight away. We are committed to sorting out any shipping-related concerns as quickly as we can.

Contact Us

Phone: +44 7828 706943

Email: info@mateo&eliana.com

Address: 2 Lansdowne Rd, Croydon, London, CR9 2ER, United Kingdom (Address for administrative correspondence and product returns only. There is no physical shop at this address.)

Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (GMT)

We aim to reply within 24 hours.