HOW DO I PLACE AN ORDER?

ONLINE

You can place your order online 24 hours a day, 7 days a week.

If you have an Ella James account, log in to into your account and start shopping.

If you are a new customer, you will have the option to create an account or to checkout as a guest.

PHONE

You can place your order over the phone by calling our Sales line on 01572759190 Monday to Friday 9:30am to 5pm.

WHAT DELIVERY OPTIONS DO YOU OFFER?

Standard Delivery – delivered within 3-5 working days.

Next Day Delivery – orders placed before 2pm will be delivered the next working day.

Saturday Delivery – orders placed before 2pm on Friday your order will be delivered the following day.

DO YOU SHIP INTERNATIONALLY?

Yes, we do ship internationally, depending on the country, a base shipping rate will be charged.  Dependant on the item ordered, a final shipping quote will then be provided.

CAN I CHANGE MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED?

Depending on the timing of when the original order was placed we may be able to add additional items. Please call customer services on 01572 759 190 to request.

MY PAYMENT CARD HAS BEEN REFUSED WHEN PLACING MY ORDER, WHAT SHOULD I DO?

If you are having trouble processing a payment through our website please call our customer services team on 01572 759 190.

MY PAYMENT CARD HAS BEEN REFUSED WHEN PLACING MY ORDER, WHAT SHOULD I DO?

If you are having trouble processing a payment through our website please call our customer services team on 01572 759 190.

I WOULD LIKE TO PURCHASE AN ITEM AS A GIFT, WILL THE PRICE BE DISPLAYED ON THE INVOICE AND WHERE WILL MY GIFT MESSAGE APPEAR?

Unfortunately, we cannot yet add a gift message to your order.

A despatch note will be inside the parcel, this will not display any prices. The invoice displaying the price is sent via email.

I FORGOT TO ENTER MY PROMO CODE. CAN THIS BE REFUNDED?


We are happy to refund the promo code if you have forgotten to apply it, providing it was live and valid at the point of purchase. We cannot refund any promo code on orders placed outside of an offer’s validity period.

DO YOU TAKE PAYMENT VIA PAYPAL?

Yes, we accept payment via PayPal. Please note that you will be charged straight away for the value of the order.

I HAVE PRE-ORDERED AN ITEM, WHEN WILL I BE CHARGED?

Your total order value will be charged on completing checkout, if you would like further information on the estimated delivery date please call us on 01572 759 190.

THE PRICE HAS CHANGED SINCE I PURCHASED MY PRODUCT. WILL YOU REFUND ME THE DIFFERENCE?

Unfortunately, we cannot refund the difference. Once an item has been ordered the price is fixed for home delivery.

Ella James reserve the right to change prices at any time without prior notice. During a sale period, prices can change without prior notice.

HOW CAN I TRACK MY ORDER?

Once your order has been despatched, you will receive an email from us confirming shipment.

Your email will include a tracking link and your tracking number. You will then be directed to the courier’s tracking site, where you will be able to access the most up-to-date tracking information for your parcel.

In exceptional circumstances the tracking may not appear on your order, in this case please contact customer services on 01572 759 190 and we will provide you with the tracking information.

HOW CAN I TRACK AN INTERNATIONAL ORDER?

Once you have placed your order on the international site you will need to access the tracking through the link below. You will then need to enter your 12 digit WI code that you will have received on your order confirmation.

http://tracking.webinterpret.com

If you have any trouble accessing the site please contact us on 01572 759 190 or via email at info@ellajames.co.uk and we will track this for you.

WHAT HAPPENS IF I RECEIVE A FAULTY OR INCORRECT ITEM?

Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 7 days of receiving the parcel.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued.

Once we have received pictures of the damage / fault and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Consumer Rights Acts 2015, any manufacturing fault occurs within 6 months of receiving your product, we will first offer to replace/repair the item. If this is not possible we will issue a refund.

We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

Please make sure to read and follow all care instructions on the product page and any disclaimers on product variation due to their handmade nature. If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

In the unlikely event that the wrong item has been sent to you or your item has arrived faulty or damaged, please call us on 01572 759 190 or email us on info@ellajames.co.uk so that we can arrange a collection for you.

WHAT IS YOUR RETURNS POLICY?

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed.

Returns Address :

Ella James Returns

Seaton Grange Offices

Grange Lane , Seaton

Oakham LE15 , 9HT

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

If an undamaged item is returned to us outside of the 30 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Ella James.

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 14 days to be processed, especially during busy periods.

We cannot accept returns of washed and/or used textile products or of products with non-replaceable LED bulbs.

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us.

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 01572 759 190 or inform us via email at info@ellajames.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment.

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery.

HOW DO I RETURN AN ITEM?

We hope that you love your items, however, in the event that you are unhappy with your purchases or have received damaged/ faulty items please email our customer services team info@ellajames.co.uk or call 01572 759 190 within 14 working days of receiving your order. You are responsible for the cost of returning your item(s) to us. unless you have received faulty/damaged or wrongly dispatched goods in which case we will issue you with a free returns label. Please retain your proof of postage until we have received your item back at our warehouse.

WILL I HAVE TO PAY DUTIES/TAXES?

Please note that all orders delivered outside the UK may be subject to import duties/taxes which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and additional charges will be the responsibility of the customer.

Please note that if you need to return an item that has been delivered outside the UK the customs duties/taxes are not always refundable. This varies depending on the countries regulations.

HOW DO I SUBSCRIBE TO YOUR MAILING LIST?

You can subscribe to our email newsletters by clicking the link on our homepage.

HOW DO I UNSUBSCRIBE FROM YOUR EMAILS?

You can unsubscribe from our emails by clicking on the unsubscribe link at the bottom of each of our emails or contacting our customers services team on 01572 759 190.