FREQUENTLY ASKED QUESTIONS
FABRIC AND CARE
Our water based inks have scored highly for machine wash testing showing they are fully washable and durable. We recommend washing at 30 degrees, iron inside out and do not tumble dry. Full instructions are on the care label attached to the garment.
SHIPPING AND DELIVERY
- Free shipping on all UK orders
- Express shipping £4.00
- Unfortunately due to changes in customs and tax we currently only offer worldwide shipping with products sent direct by our supplier, please check product details to see if the product is available to send worldwide.
- If shipping is available for the product you have selected its £6 for EU and £7 for International but the customer will be responsible for any taxes & customs costs.
How long does shipping take?
- Standard UK - 5-7 working days
- Express UK - 2-4 working days
- Standard EU - 5-10 working days
- Standard International - 10 -20days
Where is my order?
If your order has not arrived within the estimated delivery time frame, please contact us via email email@example.com as soon as possible so we can help you out. Unreceived orders must be reported to us within a month of placing the order.
Do you do gift wrap option:
All orders sent direct from Elley Jane HQ will be wrapped in white polka dot tissue sealed with a branded sticker, we also add a 'Thank You' postcard that you can request for us to write a special message on so please contact us via email firstname.lastname@example.org for more information.
Orders sent direct from the supplier will be packaged in a recycled printed brown packing bag with an Elley Jane posting label. Please check details on the product page.
Wrong item received:
Please contact us via email email@example.com as soon as possible so we can get the right item to you.
I want to cancel my order:
Customers need to email firstname.lastname@example.org within 24 hours of placing their order to cancel. If its any later your order will probably already be on its way.
RETURNS & EXCHANGES
Do you accept returns/exchanges?
We offer returns within 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with labels & in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com if your return is accepted, we'll send you the returns delivery address. Unfortunately, at the moment we are unable to offer free postage on returns or exchanges.
You can always contact us for any return questions at firstname.lastname@example.org
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Custom products, such as special orders or personalised items. Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.