FAQ

Contact Us
Our customer care team is available 9am – 5pm Monday to Friday.
E-mail – sales@elsenhamwater.com

How much is delivery?

Delivery is a flat rate of £5.99 per case. If you order 2 cases, the delivery will total to £11.98 and so on.

When will my purchase be delivered?

We aim to process your order within 3-5 working days at the latest although when possible we will aim to dispatch sooner. Delivery is typically 1 working day from the date of dispatch to mainland UK although delivery to Northern Ireland and some parts of Scotland may take longer.

What do I do if I change my mind?

If you have changed your mind, contact our customer care team between 9-5pm Monday to Friday to have your order cancelled and refunded. If you purchase has already been dispatched, allow for delivery of the items and then return to us, unopened, as soon as possible. Once returned to our facility, we will process your full refund excluding courier fees.

What do I do if my order is damaged?

Whilst we take the greatest care handling your product, from time to time accidents can happen in transit. If your delivery arrives damaged, log the complaint with the courier company and then contact our customer care team who will arrange replacement bottle(s).

What's the maximum I can order?

Whilst we do not set a limit on orders, if you are wanting to order in bulk, please contact our customer care team who will be happy to discuss bulk ordering options with you.

How can I pay?

You can pay for your purchase using credit or debit card via our secure online payment gateway provided by Stripe.

Delivery

Standard deliveries will be made within 3-5 working days of your order being accepted and are charged at a standard rate of £5.99 per case. Delivery to mainland UK only. If ordering in bulk, please contact Elsenham customer care team directly to arrange discounted shipping costs.

Due to our operating hours we are unable to deliver on weekends however, our couriers will occasionally attempt delivery on Saturdays where possible although this cannot be guaranteed.

Due to courier constraints, packages to Northern Ireland and some parts of Scotland may take longer than other parts of the UK.
Elsenham aim to provide flexibility where possible so please contact our customer care team if the order you wish to place requires specific delivery requirements.

If your delivery is delayed or missing, again please contact our customer care team who will investigate the situation further until the issue is resolved.

Returns / Exchanges

Standard deliveries will be made within 3-5 working days of your order being accepted and are charged at a standard rate of £5.99 per case. Delivery to mainland UK only. If ordering in bulk, please contact Elsenham customer care team directly to arrange discounted shipping costs.

Due to our operating hours we are unable to deliver on weekends however, our couriers will occasionally attempt delivery on Saturdays where possible although this cannot be guaranteed.

Due to courier constraints, packages to Northern Ireland and some parts of Scotland may take longer than other parts of the UK.
Elsenham aim to provide flexibility where possible so please contact our customer care team if the order you wish to place requires specific delivery requirements.

If your delivery is delayed or missing, again please contact our customer care team who will investigate the situation further until the issue is resolved.

Refunds

We will offer a full refund on the product (excluding courier fees) if the product you have received is faulty, damaged in transit, unopened or incorrect. Refunds will be made directly to the payment card/method provided upon ordering and cannot be returned in any other form e.g bank transfer, cash etc.

Refunds will be processed within 3-5 working days of the goods being successfully returned. Your refund may not return to your account for a further 3-5 working days from confirmation of your refund – this is dependent on the payment processing provider and your bank.