Shipping policy

SHIPPING & ORDER POLICY

1. ORDER CANCELLATION

Orders may be cancelled within 12 hours of being placed, provided they have not yet entered processing.

Orders are quickly submitted into our fulfilment system after purchase. Once processing begins, orders cannot be cancelled or modified.

To request a cancellation, please contact us as soon as possible at support@ellalondon@gmail.com

After this period, our Returns & Refund Policy will apply.

2. ORDER PROCESSING TIME

• Orders are processed within 1 to 3 business days
• Once dispatched, a confirmation email with tracking details will be provided
• During high demand periods, processing times may be slightly extended

We always aim to process orders efficiently while maintaining quality control.

3. DELIVERY TIME

Estimated delivery time is typically 7 to 14 business days within the United Kingdom.

Please note:

• Delivery timeframes are estimates, not guarantees
• Delays may occur due to international transit, customs, or courier operations
• External factors (e.g. weather, peak periods, logistics disruptions) may affect delivery

IMPORTANT - DELIVERY EXPECTATIONS

Refunds cannot be issued for orders that are:

• Still in transit
• Within the stated delivery timeframe

Customers are required to allow the full delivery window before a claim can be reviewed.

4. SHIPPING METHOD

We work with trusted logistics partners and international fulfilment centres to ensure product availability and delivery efficiency.

All orders include tracking, which is provided once the parcel has been dispatched.

5. SHIPPING COSTS

Shipping costs are calculated at checkout and may vary depending on:

• Delivery location
• Package size and weight
• Shipping method selected

Any applicable duties, taxes, or local charges are determined by destination regulations and are the responsibility of the customer.

6. DELIVERY RESPONSIBILITY

Customers are responsible for providing accurate and complete shipping details at checkout.

If an error is identified, it must be reported within 12 hours of placing the order.

Once an order has been processed or dispatched, changes are no longer possible.

If tracking confirms successful delivery to the provided address, the order is considered fulfilled. Ella is not responsible for parcels that are lost, stolen, or misplaced after confirmed delivery.

7. TRACKING & DELIVERY UPDATES

Once your order is dispatched, you will receive tracking information via email.

Customers are responsible for monitoring their shipment using the provided tracking link.

If you experience any issues, please contact us and we will assist where possible.

8. RESOLUTION FIRST APPROACH

Before initiating any return or claim, customers must contact our support team.

In many cases, we are able to offer faster and more convenient solutions, such as:

• Replacement items
• Alternative products
• Partial refunds (without requiring a return)

This approach avoids delays, shipping costs, and risks associated with international returns.

9. CONTACT

For any enquiries regarding orders, shipping, or delivery:

Ella
Email: support@ellalondon@gmail.com

We aim to respond within 3 to 5 business days.