FAQ

 

Registering / online account

Do I have to create an account to place an order? No you don’t have to create an account if you don’t want to, we offer the facility to checkout as a guest, simply untick ‘create an account’ on our checkout page.

By registering, will you pass my details onto any other companies? No we never pass your details on to other companies, that’s not our style.

What do I do if I have forgotten my password? Don’t worry if you forget your password simply go to ‘my account’ (can be found above the search bar) where you can then select ‘forgot my password’, you will then need to enter either your username or email address and then select ‘get a new password’ we will then send you an email with instructions on how to reset your password.

How do I create an account? Save time in the future and check the status of your order(s) by creating an Ellie Ellie account, all you have to do is select the ‘create an account’ button on our ‘checkout’ page. The system will then ask you to create an account name and password, once you have placed your order we will send you an email to confirm your registration.

What is your online security policy? Your privacy is extremely important to us and we respect the privacy rights of our online customers. Ellie Ellie LTD operates this website and is responsible for the processing of your personal data and is the data controller for all such information. Any personal information you provide to us through this website will be dealt with in accordance with this privacy policy. At Ellie Ellie LTD we respect your privacy fully, and will never share any of your information with any third parties. All payments made on our website are processed via SagePays secure servers, and this ensures that we do not have access to any of your personal details such as bank account or credit/debit card information.  Subscribers to our mailing list will receive periodic emails from us about our news, updates, sales and exclusive discounts. You can unsubscribe from our mailing list at any time by simply click ‘unsubsribe’ in our emails. Ellie Ellie operates in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003.

Orders

How do I place an order? Placing an order on Ellie Ellie is easy, when you have selected a product you would like to purchase simply use our ‘add to bag’ button on our product pages to add to your virtual basket. If you would like to view or amend your basket at any time you can click the basket icon (above the search bar) to see what’s in your basket, you can also delete, change quantities and add a discount code here. Once you are happy with your basket you can then click our ‘proceed to checkout’ button from the basket page. This will take you to our ‘checkout’ page where you will be required to enter your billing details, shipping details and choose your postal option. You then need to select ‘place an order’ at the bottom of this page where you will be forwarded to the SagePay Gateway. Simply click your chosen payment method using the provided icons where you wll be taken to a page where you will need to enter your card details along with your registered card address. Once completed click ‘Proceed’. You will then be taken to a 3D Secure page where you will be asked to fill out your details and your password. Once your payment method has been confirmed and processed you will be redirected back to www.elliellie.co.uk. You will then receive an email notification that you order has been placed. If you have any further questions about how to place your order please get in touch with our dedicated customer service team on info@ellieellie.co.uk, or by phone on 01273 725055 and they will be delighted to help.

What do I do if there is a problem with my order? We have a very dedicated and jolly customer service team that will be delighted to help with any problems you may have with your order.

What payment methods to you accept? Purchases may be paid for using our online secure payment facility ‘SagePay’, or by telephone – Payment can be made by debit or credit card (Visa, Visa Debit, Visa Electron & Mastercard) Alternatively you can also use your PayPal account to pay for your Ellie Ellie goodies. All prices are in pounds sterling (£) and are payable in pounds Sterling (£).

What fraud protection do you have in place for online payments?  For all online Payments we use our online secure payment facility SagePay. SagePay have two fraud protections in place to make sure your online payments are dealt with securely and safely; CV2 (Card Verification Value); The CV2 uses the three digit security code on the reverse of the card to ensure it matches with the card details that are provided. 3D Secure; The 3D Secure scheme is managed by Verified by Visa and Matsercard Secure Code and is password protected.

Can I add an item to my order after I have placed my order? Regretfully not, we aim to get every order (in stock and non-personalised) dispatched within 24 hours so you would need to place a separate order for anything else that you want to buy.

What happens if there is a problem with my order? Any problems please get in touch with our dedicated customer service team on info@ellieellie.co.uk

Wish List

How do I create a wish list? Creating a wish list on Ellie Ellie is easy peasy, once you have signed into your account (or if you need to set one up head to our ‘registering /online account’ FAQ above) and you have found a product you would like to add to your wish list simply use our ‘or save it for later? Add it to your wish list!’ button on our product pages and it will magically be added to your virtual wish list. If you would like to view or amend your wish list at any time you can click on ‘My Account’ at the top of our beautiful awning  (above the search bar), this will then take you to your Account where you will see a link to ‘Your Wishlist’ click on this and you’ll be able to view / amend all the goodies that you need to remember for that difficult to buy for best friend or your uber picky Mother (or of course just treats for yourself!)

How do I make my wish list public? If you would like to give a subtle hint to your friends, family or loved ones as to what you might like for that special birthday, anniversary or Christmas you can make your Ellie Ellie ‘Wishlist’ public. Simply log into your ‘Wishlist’ (via your account) and follow the guidelines to make it public. The website will then magically generate a URL (snazzy word for web address) which you can share with all your friends, family and loved ones. The clever developers at Ellie Ellie HQ have now also made it possible to share your ‘Wishlist’ on Facebook and Twitter by using our social media buttons. All you now need to do is keep your fingers crossed and if you’re lucky you might just receive that special gift you have had your eye on.

Reviews

How do I leave a review for the products I purchased? We love receiving reviews from our customers and we would be delighted if you took the time to do so. It’s very easy to leave a review, all you have to do is head over to the product page and click ‘write a review’ under the product title. This will take you down to the bottom of the page where the reviews are listed. At the bottom of the reviews you will then see that you can click ‘Would you like to add a review’.  This will then open up a window where you’ll be asked to rate the product out of 5 and add a review.

Promotions & discounts

Can I get student discount? Unfortunately Ellie Ellie does not currently offer student discount on our products, however this is something we would love to offer in the future.

How can I use a discount code? If you are lucky enough to get your paws on one of our exclusive promotional codes it couldn’t be simpler to redeem. Shop as you normally would and when you are ready simply enter your discount code in the space provided on our ‘basket & checkout’ page (accessed via the basket icon above the search bar).

Delivery

What couriers do we use? We use our friendly postie Malcolm from the Royal Mail for 99% of our delivery services, however we do also use DHL for our Express International deliveries.

What happens if there is a postal strike? There are some acts of nature we cannot control and Royal Mail strikes is one of them. We do however keep very friendly with our postie and he does keep us up to date with any planned strikes so we can make sure we let you know with plenty of notice if the delivery of your order may be affected.

Can I split my delivery of my order to two address’? We’re unable to split the delivery of an order between two addresses. We know our products make excellent gifts, so should you happen to be treating yourself as well as someone else, you can either place two separate orders online or you can drop our jolly customer service email on info@ellieellie.co.uk and they will be happy to help.

How do I know when my order has been dispatched? We will send you an email to let you know it’s on its way.

How long will my order take to arrive? This is very much dependant on which postal service you have selected, please refer to our ‘delivery‘ page for further information.

Can I track my order?  We are now pleased to report that all of our deliveries are sent by a tracked service. If wish to track your order you can via the Royal Mail track and trace website: www.royalmail.com/track-trace

Will I need to be in to accept / sign for my order? Most of our products are too big to go through a standard size letter box, therefore if you are not in when the Royal Mail try to deliver your parcel they will take your parcel to be safely held in their sorting office until you collect it. Your local postie should leave a ‘while you are out’ card, however sometimes this can get lost (not pointing any fingers) so it’s always best to give them a call if you have not received your order within our delivery guidelines (you can use this helpful website to find out where your local sorting office is http://www.royalmail.com/node/19350114). Alternatively if you wish to add some delivery instructions to your parcel so we can leave it in a safe place (perhaps with a neighbour, behind a plant pot) you can also pop these details into checkout at time of order.

Can I specify a day or time for delivery?  We do offer a UK  Saturday delivery and a UK next day express on most of our products (excluding some personalised) and therefore this IS guaranteed to be delivered on the next Saturday or for next day orders, before 1pm the next day. (As long as you have placed your order before 1pm, today isn’t a Sunday, and tomorrow isn’t a Sunday or a bank holiday!)

What happens if my order doesn’t arrive? We are very sorry if your order hasn’t arrive within our delivery guidelines. As most of our items are too big to fit through a standard sized letter box, Royal Mail may have taken your parcel to be held safely until collection down at your local sorting office. Your friendly postie should leave a ‘while you are out’ card, however this sometimes can get lost (not pointing any fingers) so it’s always best to give them a call if you have not received your order within our delivery guidelines (you can use this helpful website to find out where your local sorting office is http://www.royalmail.com/node/19350114). If you have already checked with your local sorting office please email our dedicated customer service team on info@ellieellie.co.uk with your order reference and they will be delighted to investigate the whereabouts of your order.

What happens over a bank holiday? We are always committed to getting your order out on time to you, however we cannot dispatch any orders on a Sunday or a bank holiday when the Royal Mail are closed. On these occasions we are dedicated to prioritising your order and will get it sent out as quickly as possible.

Click and Collect
Where do I collect my Click and Collect order from? You can collect your order from our Ellie Ellie HQ; Unit 6 Hove Business Centre, Fonthill Road, Hove, East Sussex, BN3 6HA. Our opening hours are 9.00-17.00 Mon – Fri. Please note there is no onsite parking. 

What do I need to bring with me to collect my order from Click and Collect? It’s super easy to collect your order via Click and Collect, all you need to bring along is your number locker and your personal pin. Both of these can be found in your Click and Collect confirmation email.

How long do I have to collect my Click and Collect order? You must collect your order from our Click and Collect service within 5 days from the day of your Click and Collect confirmation email. If you cannot collect during this period please contact our jolly customer service team via info@ellieellie.co.uk and they will be more than happy to re-schedule for you.

Is the return policy the same if I Click and Collect? Of course! If you are wishing to return any of our products please drop our jolly customer service team a quick email with your order reference to info@ellieellie.co.uk and they will be delighted to help you. Regretfully, returns cannot be dealt with at the point of collection or via our Click and Collect service.

Packaging

Is the plastic postal bag recyclable? Yes and please recycle it.

Giftwrap

What is the gift wrap that you offer? We want to make life super easy for you and we understand that lots of our customers buy our products as gifts, with this in mind we have developed a range of beautiful gift bags and pillow boxes which you can add to a vast number of our products. Simply pop your gift into the bag or pillow box and voila, you have a gift ready to give to your lucky recipient.

Is the gift wrap available on everything? Regretfully our gift wrap can only fit certain products, but we have done our best to match every product that it does fit with the best match gift bag or pillow box for it. We also sell our gift wrap individually so you can add it to whatever gifts that you want. It can be found here.

Can I get my order sent direct to the recipient? It will be our pleasure! Simply enter their address into the delivery instructions.

Returns and refund

What is your returns policy? We really hope that you will be as pleased as punch with your order but we understand that from time to time you may want to send something back for an exchange or a refund. All items (excluding personalised products and earrings) can be exchanged or refunded within 28 days of placing your order. We regretfully cannot refund or exchange personalised items as they are made to order and therefore are excluded from our refund policy and cannot be refunded unless faulty. To read more about a returns policy head over to our refund & exchange page.

How do I return an item for a refund / exchange? If you are wishing to return any of our products we suggest you speak to a member of our helpful customer service team, as we may be able to resolve your situation without you having to take a trip down to your local Post Office. Please drop them a quick email with your order reference to info@ellieellie.co.uk and they will be delighted to help you. To read more about a returns policy head over to our refund & exchange page.

Do I have to pay for returns? All returns are FREE for our UK customers, simply download the form on our returns page, follow the instructions and pop in the post to us – it couldn’t be easier. If you are a NON UK customer Ellie Ellie regretfully does not currently offer free returns, however the process is still hassle free. Simply download the form on our returns page and follow the instructions.

I am a NON UK customer and have received a faulty product, will I get my returns postage refunded? We are so sorry you have received a faulty product and of course we would never want you to be out of pocket. Simply fill out the returns form on our return page and we will refund your postage once it has been returned to our HQ.

Business contacts

I would like to work for you, what vacancies do you have? Ellie Ellie is a fast paced and rapidly growing British lifestyle brand and we are always on the lookout for new, enthusiastic, reliable and dedicated individuals to join our close knit team a. Head over to our careers page to read more.

I have a business enquiry, how do I contact you? Please drop our helpful customer service team an email on info@ellieellie.co.uk and they will pass your email onto the relevant person.

I am a customer how do I contact you? We have a very dedicated and jolly customer service team that will be delighted to help. You can contact them via the following methods, which ever is your favourite!
E-mail
For all general enquires please contact our committed customer service team on: info@ellieellie.co.uk
Social Media
Find us on either FacebookTwitter or Instagram, We will to reply to you Mon – Fri 9am- 5pm. And always within 48 hours.

International

I am an international customer how do I place an order? It’s easy to place an order if you are an international customer, just place your order as normal, just make sure you chose from our choice of international deliveries.

Is the returns process different if I am an international customer? Yes it is. Ellie Ellie regretfully cannot offer free returns for our NON UK customers. To read more about a returns policy head over to our refund & exchange page.

How long will it take for my order to be delivered if I am an international customer? International deliveries are sent by Royal Mail and usually take up to 14 days to be delivered.

Will any customs charges be applied? All our orders are shipped from the UK and sold on an unpaid delivery duty bases. Therefore please be aware that you or the recipient will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

Product Care

How can I care for my jewellery? All our jewellery comes with Ellie Ellie’s top tips on keeping your jewellery looking its best, here are the tips we offer:
– All jewellery should be worn with care.
– It is advisable to protect all jewellery from contact with water – don’t forget to take it off before swimming or washing and keep it safe and away from steam.
– Please take care not to allow your jewellery to come into contact with cleaning materials, perfumes or toiletries.
– Most metals and metal plating’s will oxidise and the colour may become dull with time. You can prevent some oxidisation by keeping the item in a sealed bag.