FAQ

Ordering

How do I place an order?
Browse our collections, add your items to the basket and follow the checkout steps. You will receive a confirmation email once your order is placed.

Can I change or cancel my order?
If your order has not yet been dispatched, contact us quickly at info@ellisandroe.com and we will do our best to amend it. You also have a 14-day right to cancel – see our Right to Cancel page.

Payment

Which payment methods do you accept?
We accept all major payment methods shown at checkout. Prices are displayed in pounds sterling (GBP).

Is checkout secure?
Yes. Payments are processed securely and your card details are never stored by us.

Shipping

Where do you ship?
We ship across the United Kingdom. Delivery times and costs are on our Shipping Policy page.

Will I pay customs or import charges?
Any import taxes or duties that may apply to your delivery are not included at checkout and, where they apply, are the responsibility of the recipient unless stated otherwise. See our Shipping Policy for details.

How do I track my order?
Use the link in your dispatch email or our Track Your Order page.

Returns & refunds

What is your returns policy?
You can return most items within 14 days. Full details are on our Returns Policy page.

When will I get my refund?
Within 14 days of us receiving your return or proof of postage, to your original payment method.

Still need help?

Email us at info@ellisandroe.com and we will get back to you as soon as we can.