Shipping policy
Last Updated: August 15, 2026
At House of Ellory, the journey of a piece from our House to yours is considered an important part of the experience. Our collections range from textiles and decorative objects to handcrafted furniture, rugs, art, tableware, and made-to-order pieces, each with different production, handling, and delivery requirements.
For this reason, shipping methods, timelines, and delivery services vary according to the nature of the piece and its destination.
The information below explains our general shipping and delivery practices. Product-specific information, where applicable, may also be provided on the product page, during checkout, or in your order confirmation.
ORDER PROCESSING & FULFILLMENT
House of Ellory works with selected ateliers, manufacturers, fulfillment partners, freight carriers, and delivery specialists to prepare and fulfill customer orders.
Depending upon the piece and its place of production, an order may be dispatched directly from a House of Ellory manufacturing or fulfillment partner to the delivery address associated with your order.
Regardless of where a piece is dispatched, your purchase remains with House of Ellory, and our Customer Care team remains your point of contact regarding your order.
Before dispatch, pieces may be subject to production completion, quality-control procedures, packaging, export preparation, or other requirements appropriate to the merchandise.
Orders are processed subject to payment authorization, product availability, and any applicable order verification.
MADE-TO-ORDER & BESPOKE PRODUCTION
Many House of Ellory pieces are made to order or produced according to selected specifications.
For these pieces, production time is separate from shipping and transit time.
Estimated production periods vary according to the design, materials, level of craftsmanship, customization, and atelier responsible for producing the piece. Where available, an estimated production period will be provided on the applicable product page, quotation, order documentation, or other communication from House of Ellory.
Once production is complete and the piece has been prepared for dispatch, the applicable shipping or delivery period begins.
Production and delivery estimates are provided in good faith but are not guaranteed unless expressly stated otherwise or required by applicable law.
For bespoke and highly customized commissions, additional information concerning production and delivery may be provided as part of the commissioning process.
PARCEL DELIVERY
Smaller House of Ellory pieces—including certain textiles, bedding, tableware, decorative objects, and other appropriately sized merchandise—may be shipped using an insured parcel or courier service.
Available carriers and service levels may vary according to the product, shipping origin, destination, value, and handling requirements.
Where available, tracking information will be provided after the order has been dispatched.
Certain fragile, high-value, or unusually sized pieces may require specialized shipping even when they would otherwise qualify for parcel delivery.
FURNITURE & OVERSIZED DELIVERY
Furniture, large rugs, oversized artwork, architectural pieces, and other substantial or fragile merchandise may require freight or specialized delivery.
Depending upon the piece and destination, available services may include:
- freight delivery;
- threshold delivery;
- room-of-choice delivery;
- white-glove delivery; or
- another specialized delivery service appropriate to the merchandise.
Certain deliveries may require an appointment. The carrier or delivery partner may contact you using the telephone number or email address associated with your order to coordinate delivery.
Please ensure that the contact information provided with your order is accurate.
WHITE-GLOVE DELIVERY
White-glove delivery may be available for selected furniture and oversized pieces in certain locations.
Where offered, the precise services included will be communicated before delivery and may vary according to the carrier, merchandise, and destination.
Depending upon the service selected, white-glove delivery may include appointment scheduling, delivery into the residence, placement in a designated room, limited unpacking, and removal of certain packaging materials.
White-glove delivery should not be assumed unless it is expressly included in your order or confirmed by House of Ellory.
Assembly, installation, mounting, electrical work, structural modification, moving existing furniture, and other services are not included unless expressly stated.
ACCESS & PREPARING FOR FURNITURE DELIVERY
Before ordering furniture or oversized merchandise, customers are responsible for confirming that the piece can reasonably be delivered through the intended access route and accommodated in its final location.
Please consider:
- doorways and entryways;
- hallways;
- stairways and landings;
- elevators and elevator openings;
- ceiling heights;
- gates and exterior access;
- turns and other restricted passages; and
- the dimensions of the intended room or placement area.
Product dimensions are provided to assist with planning.
Additional charges arising from inaccessible delivery conditions, unsuccessful delivery attempts, special equipment, redelivery, storage, or other circumstances outside the carrier's standard service may be the customer's responsibility where permitted by applicable law and appropriately disclosed.
MULTIPLE SHIPMENTS
House of Ellory collections may be produced by different ateliers or fulfilled from different locations.
As a result, an order containing multiple items may arrive in more than one shipment or delivery.
Items within the same order may also have different production and delivery schedules.
Where available, shipment or tracking information will be provided separately for each dispatch.
SHIPPING & DELIVERY CHARGES
Shipping and delivery charges vary according to factors including:
- destination;
- product dimensions and weight;
- shipment value;
- shipping origin;
- packaging requirements;
- carrier;
- delivery service;
- freight requirements; and
- any specialized handling required.
Where available, applicable charges will be displayed during checkout.
Certain furniture, oversized, bespoke, high-value, international, or specialized deliveries may require a separate delivery quotation or confirmation.
House of Ellory does not currently promise a universal flat shipping rate or free shipping unless expressly stated in connection with a particular product, order, promotion, or destination.
INTERNATIONAL DELIVERY
House of Ellory welcomes international orders where delivery is available.
International shipments may be subject to customs clearance, import requirements, duties, taxes, brokerage charges, or other governmental fees depending upon the destination and shipping arrangement.
The treatment of these charges may vary according to the destination and the delivery terms applicable to the order.
Where House of Ellory has expressly confirmed that an order is being shipped on a duties-paid basis, the applicable duties and taxes will be handled according to those confirmed delivery terms.
Otherwise, any responsibility for duties, taxes, customs charges, or other import-related amounts will be disclosed in accordance with applicable law and the terms presented for the order.
Customers are responsible for providing information reasonably required for customs clearance where applicable.
Customs procedures may affect delivery times and are not always within the control of House of Ellory or the carrier.
DELIVERY ESTIMATES
Estimated production, dispatch, and delivery dates are provided in good faith based upon information available when the estimate is given.
Delivery times may vary due to factors including:
- production requirements;
- material availability;
- quality-control requirements;
- carrier schedules;
- destination;
- customs processing;
- weather;
- transportation disruptions;
- peak periods;
- circumstances affecting an atelier or carrier; and
- other events reasonably outside our control.
Where available, an estimated delivery timeframe will be displayed on the product page, during checkout, in your order confirmation, or communicated separately.
We will endeavor to communicate material delays of which we become aware.
Nothing in this section limits rights available to customers under applicable law concerning delayed delivery.
DELIVERY INSPECTION & DAMAGE
Please inspect your order promptly upon delivery.
For furniture, oversized, freight, or fragile deliveries, we strongly recommend inspecting the exterior packaging and visible condition of the merchandise before the delivery team leaves whenever reasonably possible.
If you observe visible damage:
- photograph the packaging and affected area;
- note visible damage on the carrier's delivery documentation where possible;
- retain the merchandise and packaging; and
- contact House of Ellory Customer Care promptly.
For concealed damage discovered after unpacking, please retain the packaging and contact us promptly with photographs of the merchandise, packaging, and shipping materials.
Do not independently discard, repair, return, or arrange shipment of damaged furniture or oversized merchandise before contacting House of Ellory, as specialized handling or carrier documentation may be required.
Damage, defects, and incorrectly supplied merchandise will be handled in accordance with our Return & Refund Policy and applicable law.
ADDRESS CHANGES
Please review your delivery address carefully before submitting an order.
If you need to request an address change, contact House of Ellory Customer Care as soon as possible.
We cannot guarantee that an address can be changed after an order has entered production, been prepared for shipment, or been transferred to a carrier.
Changes to the delivery destination may result in additional shipping, freight, customs, tax, storage, or handling charges.
For security and fraud-prevention purposes, certain address changes may require additional verification.
DELIVERY APPOINTMENTS & UNSUCCESSFUL DELIVERY
Certain furniture, freight, white-glove, and oversized deliveries require a scheduled delivery appointment.
Customers are responsible for being available at the agreed delivery location during the confirmed delivery period or arranging for an authorized adult to accept delivery where permitted.
Where permitted by applicable law, additional charges may apply if a scheduled delivery cannot be completed because:
- no authorized recipient is available;
- access to the property is not reasonably possible;
- incorrect delivery information was provided;
- the customer refuses an otherwise conforming delivery without lawful basis; or
- redelivery, storage, or additional specialized handling becomes necessary.
Any such charges will reflect the applicable carrier or delivery arrangements and will be handled in accordance with applicable law.
RISK OF LOSS
Responsibility for loss of or damage to merchandise passes in accordance with applicable law and the terms governing the particular shipment.
For consumer transactions, nothing in this policy transfers risk to the customer earlier than permitted by mandatory consumer law.
QUESTIONS ABOUT DELIVERY
If you have questions concerning the delivery requirements of a particular House of Ellory piece, please contact us before placing your order.
House of Ellory Customer Care
Email: enquiries@houseofellory.com
For furniture, oversized merchandise, bespoke commissions, or international deliveries, we may request your destination and other information necessary to determine available delivery options.