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 or create an account.
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 ‘log in’ where you can then select ‘forgot my password’, follow the instructions and we will then send you an email with information on how to reset your password.
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 cart. If you would like to view or amend your basket at any time you can click the cart icon Once you are happy with your cart you can then click our ‘checkout’ button. This will take you to our ‘checkout’ page where you will be required to enter your details and choose your postal option. You then be forwarded to the SagePay or Paypal Gateway. Simply follow the instructions and enter your card details along with your registered card address. 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 your 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 firstname.lastname@example.org, or by phone on 07897 314235 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 friendly customer service team that will be delighted to help with any problems you may have with your order. You can email them on email@example.com, or by phone on 07897 314235.
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 if you would like to add another item you will have to place a separate order.
What happens if there is a problem with my order? Any problems please get in touch with our dedicated customer service team on firstname.lastname@example.org
How do I leave a review for the products I purchased? Reviews are a key part of our development at Ellie Ellie so we love hearing from our customers. We ,of course, would love to hear that you are over the moon with your product but we also appreciate constructive feedback in order to improve our offering. We use a third party review platform called Feefo which will contact you independently after your purchase and ask you for your feedback. Alternatively, you can also pass over any feedback to the customer service team at email@example.com.
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 hands on a discount code, simply pop into the box at checkout and it will automatically discount your order.
What couriers do we use? We use Royal Mail for all our standard, next day and international orders. For express international we use DHL.
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 friendly with our posties and they do 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 the delivery of my order to two address’? We’re regretful are currently unable to split the delivery of an order between two addresses. You will need to place tow separate orders.
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 information' page for further information.
Can I track my order? Regretfully all orders are currently trackable. We suggest of you would like to track your order please select our next day service. Once it has been dispatched you can then track it on here 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 letterbox, therefore if you are not in when the Royal Mail try to deliver your parcel they will first try and leave your parcel with a neighbour. If you have opted out of this service or they were unable to leave with a neighbour they will take it back to the sorting office. In both circumstances, they should leave you a 'something for you' card to elt you know (find out more information here https://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour)
Can I specify a day or time for delivery? We currently do not offer a nominated day or time delivery. However, we do offer a Saturday delivery if you require delivery on a Saturday, or you can use our next day service to make sure your order is delivered 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 arrived within our delivery guidelines. As most of our items are too big to fit through a standard sized letterbox, Royal Mail may have delivered your parcel to a neighbour or taken your parcel to be held safely at your local sorting office. Your friendly postie should leave a ‘something for you’ card, however, this sometimes can get lost. We suggest checking with your neighbours first, then giving your local Royal Mail sorting office a call (you can use this helpful website to find out where your local sorting office is http://www.royalmail.com/node/19350114). If you still haven't found your parcel please email our dedicated customer service team on firstname.lastname@example.org with your order number and they will be happy 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.
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. Please note our gift boxes come flat.
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.
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 returns policy 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 email@example.com and they will be delighted to help you. To read more about a returns policy head over to our returns policy page.
Do I have to pay for returns? Ellie Ellie regretfully does not currently offer free returns, however, the process is still hassle free. Simply download the form on our returns policy 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.
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? No, the process is exactly the same. To read more about a returns policy head over to our returns policy 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. However, we also offer an international express which can take between 2-5 days depending on your location.
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.
How can I care for my jewellery? We suggest the following tips to keep your jewellery looking it's best:
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