ordering & Shipping info
The Ella's House Shop ordering process broken down into easy steps:
- Browse through the products using the links at the top and side of each page until you find what you want to buy.
- Select options from the drop-down lists.
- Type the quantity.
- Click the Add to Cart button.
- Confirm your selection in the cart. Change the quantity if necessary (zero to remove item from cart).
- Click Continue Shopping to go back to product page.
- You can check your cart, change quantities or delete items at any time by clicking Your Cart at the top of the screen.
- When you want to check out, if you are not already in the cart page click Your Cart.
- Select country of delivery then click the Add Delivery button. Check the information on the next screen and click Add Delivery again.
- Next click Go To Payments and on the next screen enter your customer details.
- Click Continue and check your details on the next screen. If essential details are missing these will be listed.
- Click Continue again to transfer to our secure server to fill in your card details.
- Your order will be confirmed. You can then close this page. You will receive an order confirmation email.
Payment methods:
Credit or debit card: click the icons on the left to see what cards area accepted. For security reasons there are restrictions on delivering to a different address to the cardholder's address. Please contact us if this is a problem.
Shipping Info
A shipping charge covering postage and packing is applied automatically to your order total for these destination regions:
| Shipping Fees: | ||||
|---|---|---|---|---|
ORDER VALUE |
UK |
EU Zone 1
|
EU
Zone 2 |
WORLD Zone
3 |
| up to £5.00 | £3 | 99p | £10.00 | £7.50 |
| up to £20.00 | FREE! | 99p | £10.00 | £7.50 |
| £20.01- £55.00 | FREE! | 99p | £10.00 | £9.50 |
| £55.01- £100.00 | FREE! | 99p | £10.00 | £12.50 |
| over £100 | FREE! | 99p | £20.00 | £50.00 |
(1) Austria, Bulgaria, Cyprus, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovenia, Spain
(2) Germany, France, Sweden, Belgium, Czech Republic & Slovakia
(3) Worldwide - except for USA and Canada
UK
Goods sent Royal Mail Recorded Delivery will require a signature on receipt of the package. If you are not in when delivery is attempted then a card will be put through your letterbox. You then have several options to retrieve your package. If you do not take up these options then the package will be returned to us and will be treated as returned goods (see Returns Policy page). Redelivery will be charged at cost.
"If you're out when we try to deliver your mail and it's too big to get through your letterbox, or it needs a signature or payment, we'll leave a 'We're holding an item of mail for you' card at the delivery address. This card gives you the address and opening hours of your local delivery office, so you can pop in and pick up your mail, or you can telephone them and ask for your mail to be redelivered when you'll be in. If you can't pick up your mail, someone else can do it for you - all they need to do is take proof of your identity and address. Otherwise you can ring us up or send the card back to us, letting us know when we can re-deliver your mail." -- www.royalmail.com
International
Destinations other than those listed, please email for shipping quotes. For other destinations, please place your order as normal, selecting "Other" in Step 2 of the checkout screen, and you will be informed of the shipping cost by email. You must pay by credit card but it will not be charged until you have confirmed that you want to proceed having been informed of the total cost of the order including shipping. International customers will be charged in GBP (Pound Sterling) and the conversion and any costs applied by the credit card company will not be the responsibility of Ella's House. Customs charges (duty and tax) may be applied by the country of receipt. This is not the responsibility of Ella's House and the cost must be paid by the customer, normally on receipt of the package.
USA
Unfortunately we are unable to sell to the USA due to insurance restrictions.
Delivery
Despatch of goods will be within 28 days of receipt of payment or within 28 days of order if paying by card. Goods will either be sent by Royal Mail or ANC.
If you do not contact us within two months of order placement we will assume that you have received your order and we will not be able to deal with any delivery or other problems after that time.
If your package cannot be delivered due to incorrect or insufficient address then redelivery will be charged at cost.
Manufacture and despatch may be quicker depending on workload which can vary from day to day so please don't ask unless it's urgent. Every query answered takes time away from making nappies!!
Current wait time is about 5 business days to ship.
Ella's House Complaints and Returns Policy
- Please quote your order number in any correspondence.
- If you have a complaint, please send details either by post or email, including your name, address, email and phone number, when the item was bought, and the nature of the complaint.
- Unwashed, unused new items may be returned within 2 weeks of receipt for refund or exchange.
- Any such returns will be subject to a restocking charge of 20% in the case of refunds or 10% in the case of exchanges.
- Exchanged goods will be returned at the cost of the customer and p&p will be charged on the new goods sent out as if it was a new order.
- Any custom orders (i.e. something that is not a standard Ella's House shop option) may not be returned or exchanged unless faulty workmanship can be proven, in which case you will have a choice of a refund or exchange.
- Items ordered off the "sale & special" page may not be returned unless faulty, except where the item is described pre-sale as having the fault in question in which case it may not be returned.
- Any faulty items, except those described above as being non-returnable may be returned within 2 weeks of receipt for a refund or exchange.
- No shipping charges will be refunded except at our discretion.
- Please contact us to obtain a return number prior to sending items back. Also indicate whether you would like to exchange for another item(s), receive a store credit, or receive a refund.
- This does not affect your statutory rights.