SHIPPING
Do you offer free shipping?
Yes we offer free insured shipping for all orders.
How long does shipping take?
Order processing time
- Processing Time: Orders are processed within 1-2 business days, Monday to Friday.
- Last Order Time: 22:00 (GMT+1:00) Central European Time (Longyearbyen)
- Weekend Orders: Orders placed on weekends are processed the next business day.
Transit time
- Estimated Delivery Time: 7-11 business days.
- Business Days: Shipments occur Monday to Friday.
- Notes: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.
- Total Delivery Time: It will take a total of 10 business days to receive your order.
To which countries you ship?
We currently ship within the United Kingdom
Which courier services are being used?
We ship via Royal Mail
TRACKING
How can I track my order?
- After purchase, you will receive an email with tracking information, including the name of the shipping company and the tracking number.
- Track Your Order: You can track your order via our website. Simply enter your tracking number on our tracking portal.
What if i am missing items in my order?
- Reporting Missing Items: Contact our customer service via customercare@ella-jane.uk
- Resolution: We will resolve the issue as soon as possible and send a replacement item.
RETURNS
What is your return policy?
We accept returns within 14 days of receiving your order.
See our full return policy here: https://ella-jane.uk/pages/refund-policy
How do initiate a return?
To initiate a return, contact our customer service at customercare@ella-jane.uk with your order number.
Who is responsible for the return costs?
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.
What if i changed my mind?
If you change your mind after purchase, you can return the product within 14 days of delivery date, provided it is unused, undamaged, and in the original packaging.
What should I do if I receive a damaged or incorrect item?
If you receive a defective product, contact our customer service immediately for instructions. Ella Jane will provide a replacement product.
What if i have received the wrong products?
If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
What if my product has never arrived?
If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a replacement product.
What if i want to cancel my order?
You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
How long does it take to receive my refund?
We will process the refund within 7 business days. You will receive a confirmation email.
PAYMENTS
What payment methods do you accept?
We accept all major credit (Visa & Mastercard) & Paypal
SIZES
How do I choose the right size?
Refer to our size guide on each product page to find the perfect fit. If you're unsure, our customer support is here to help!
CONTACT
How can I contact customer support?
You can reach us via email at customercare@ella-jane.uk or use the contact form on our website.