SHIPPING

We currently ship within New Zealand and aim to dispatch orders within the timeframe stated on the product page. Delivery times may vary depending on your location and courier delays, but you’ll receive tracking information once your order is on its way.

While we do our best to get your parcel to you quickly, delivery timeframes are estimates only and out of our control once it’s with the courier.

RETURNS

At Els Lovers, each piece is handmade to order with care, and designed for close to body use. Because of this and in line with hygiene and safety standards, we’re unable to accept returns or offer refunds if you change your mind. We ask that you please choose thoughtfully at the time of purchase, and if you’re unsure, we’re always happy to help answer questions before you order.

That said, we take a lot of pride in the quality and workmanship of every heat pack, and we want you to feel supported if something isn’t quite right. If your heat pack arrives and you believe it may be faulty, we’re more than happy to provide a remedy under the New Zealand Consumer Guarantees Act. You’ll have 30 days from receiving your order to get in touch. If the issue is due to a genuine fault and not caused by general wear, overheating, or misuse, we’ll either send you a replacement or repair the product depending on what’s right for the situation. Please email us at hello@elslovers.com with your name, order number, a brief description of the issue, and a clear photo. 

Please note that refunds can’t be given for concerns related to heat retention. Due to the nature of the material used in our heat packs, they can only hold heat for so long. Our heat packs are researched and tested to offer lasting heat retention, and can be safely reheated as needed.