Customer Services

We are a small team, dedicated to offering the very best customer service. Should you need any help, please ring 01572 759 190 and ask for customer services.

Ordering and Paying

When you are ready to make a purchase simply click "Add to basket" to add the item to your shopping basket. You can then either return to the website to continue shopping or go to our secure checkout, where you will see the total price including the delivery charge. You can view the contents of your basket at any time by clicking the "view basket" at the very top of each page.

Your payment will be processed through Paypal's secure payment service. You don't need a Paypal account and you can use your credit or debit card to pay for your order.

Simply choose your preferred payment method on the checkout page. We accept Visa, Mastercard and Switch / Maestro Paypal and Klarna.

Prices

All prices quoted on this website are accurate at the time of publication and are quoted in pounds sterling and where appropriate are inclusive of UK sales tax (VAT) at the current rate. If your order is being dispatched to a destination outside of the European Community (EC) then any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them.

Cancellations

We process all orders within 24 hours if you change your mind during that period your purchase can be cancelled in full and all payment refunded. If you change your mind after that period, you will need to return the items to us for a full refund.

Returns and Refunds

We hope that you love your items, however in the event that you  have received a  faulty or incorrect item , please email info@ellajames.co.uk or call 01572 759 190 to let us know. If you wish to cancel your order and return it to us, under the Distance Selling Regulations, you must let us know within 14 days of receiving your parcel. All damages and shortages must be reported within 7 days of receipt.

Our returns address is

Returns Dept

Ella James 

Seaton Grange Offices

Grange Lane , Seaton

Oakham , LE15 9HT

 

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. Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging in order for a full refund to be processed.  In the event of a faulty item being received, we require images of the damage.  We will then assess the damage and in minor cases provide a pre-paid returns label so that the goods can be repaired.  Goods are still required to be returned in the original packaging to prevent further damage.  You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item for these items we will issue a returns label.

Regarding international orders placed through our international websites, return requests and notification of faulty goods must be reported in writing within 5 working days of receipt. 

Postage and Delivery

All goods are in stock and we dispatch all orders within 2 working days, however, please allow up to 5 working days for delivery as external factors may cause delays. Your order will be shipped once the payment has been approved and your delivery/billing address has been verified.

In relation to international orders, a base shipping rate will be charged upon placing the order.  Dependant on the item(s) ordered and the shipping address, a final quote will be provided and additional shipping costs may be required to fulfil the order.  

Company Registration Number: 7790827