Question 1

Do you offer free shipping?

Answer

Yes we offer free insured shipping for orders above £20.

Below £20 we charge a shipping fee of £5.95

Question 2

How long does shipping take?

Answer

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: 5-7 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 6-9 business days to receive your order.

Question 3

To which countries you ship?

Answer

We currently ship within the United Kingdom

Question 4

Which courier services are being used?

Answer

We ship via DHL and Fedex.

Question 5

How can I track my order?

Answer

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.

Question 6

What if i am missing items in my order?

Answer

Reporting Missing Items: Contact our customer service via info@ella-jane.uk
Resolution: We will resolve the issue as soon as possible and send a replacement item or offer a refund.

Question 7

What is your return policy?

Answer

We accept returns within 30 days of receiving your order.

See our full return policy here: https://ella-jane.uk/pages/refund-policy

Question 8

How do initiate a return?

Answer

To initiate a return, contact our customer service at info@ella.jane.uk with your order number.

Question 9

Who is responsible for the return costs?

Answer

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.

Question 10

What if i changed my mind?

Answer

If you change your mind after purchase, you can return the product within 30 days of delivery date, provided it is unused, undamaged, and in the original packaging.

Question 11

What should I do if I receive a damaged or incorrect item?

Answer

If you receive a defective product, contact our customer service immediately for instructions.Zara Mae will cover the return shipping costs and provide a replacement product or a refund.

Question 12

What if i have received the wrong products?

Answer

If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.

Question 13

What if my product has never arrived?

Answer

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 full refund or a replacement product.

Question 14

What if i want to cancel my order?

Answer

You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Question 15

How long does it take to receive my refund?

Answer

We will process the refund within 7 business days. You will receive a confirmation email.

Question 16

What payment methods do you accept?

Answer

We accept all major credit and debit cards, ApplePay and GooglePay.

Question 17

How do I choose the right size?

Answer

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!

Question 18

How can I contact customer support?

Answer

You can reach us via email at info@ella-jane.uk or use the contact form on our website.