Frequently asked questions
Quick answers about how Elken works. If yours isn’t here, write to us and you will get a reply.
About Elken
What is Elken?
Elken is a curated home for natural and reclaimed interior products. Every product comes from a maker we know by name, verified against the Elken Standard before anything is listed.
What does “verified to the Elken Standard” mean?
Three things. The product is made from natural or reclaimed materials. Its origin is verified, we meet the maker and trace the raw material to where it was grown, harvested or recovered. And it’s built to last decades, not trends. You can read the full standard on the Elken Standard page.
Who am I actually buying from?
When you order, your contract for the product is with the maker named on the product page, so they make it, pack it and deliver it to you. Elken runs the marketplace: we vet every maker, take your payment securely, and stay your single point of contact for questions, returns and anything that goes wrong.
Ordering & samples
Can I order samples?
Yes, and we’d encourage it. Physical samples are available on every product, no account needed. Natural materials vary from batch to batch, which is part of their character. A sample is the best way to see what you’re choosing.
How long will my order take?
Many pieces are made to order, so lead times vary by maker and are shown on every product page before you buy. Once your order is confirmed, the maker dispatches within the stated lead time and in any case within 30 days unless a longer timescale was agreed with you upfront. If you order from more than one maker, your pieces may arrive separately.
Why can't I add some products to my basket?
Some finishes and materials, such as plaster, microcement or flooring, are applied or installed rather than simply delivered. The right choice depends on your surface, space and project, so these work by enquiry. Send an enquiry from the product page and we'll introduce you to the maker, who can arrange samples, advise on your project and give you a quote.
Delivery
Where do you deliver?
Delivery options for each product are set by its maker and shown on the product page and at checkout. Right now, we only deliver to the UK.
How much does delivery cost?
UK delivery is £7, and free on orders over £300. You can mix and match pieces from different makers and still pay one delivery charge. Every order is sent tracked, and items from different makers may arrive separately.
My order arrived damaged or hasn’t turned up. What do I do?
Request a return from your account as soon as you can. Open the order, choose “Request return” and select damaged or faulty as the reason. We’ll reply quickly and ask for a couple of photos, so it’s worth keeping the packaging. We’ll take it up with the maker and their courier for you. You’re entitled to a repair, replacement or refund, including a full refund within 30 days of receiving a faulty item. If you’d rather, you can always just email us instead.
Returns
What is your return policy?
If you change your mind, you have 14 days from the day you receive your order to tell us you’d like to return it, and a further 14 days to send it back to the maker. You’ll receive a full refund including standard delivery, within 14 days of the maker receiving the return.
Feel free to unpack and look the piece over as you would in a showroom, just take reasonable care of it. Return postage for a change of mind is yours to cover; we’ll tell you this before you buy. Pieces made to your specification — made to measure, personalised, custom-cut or custom-coloured — can’t be returned unless faulty, because they were made just for you.
How do I start a return?
Sign in to your account, open the order and choose “Request return”. It takes a minute, and you’ll get an instant confirmation so you know you’re inside the 14 day window. We’ll then confirm the return address and next steps.
For trade
Do you work with designers and architects?
Every day. For trade pricing, quotes and specification support on larger projects, join Elken Trade.
Can you help me specify materials for a project?
Yes. Tell us about the project and we’ll help you shortlist materials that meet your spec, timeline and budget, including finishes that need consultation, like Venetian plaster.
For makers
I make things. Can I sell on Elken?
If your work is natural or reclaimed, honestly sourced and built to last, we’d love to hear from you. Start with the short form on our Become a Maker page.
Still wondering about something?
Write to us at info@elkendesign.com