Frequently Asked Questions
Question
can’t wait to get my order…how long will it take?
Answer
We would our best to get your order out to you as quickly as possible. Our standard delivery which is also tracked normally takes 3-5 working days. If you haven’t received your order by this time, please contact us so we can follow up.
Questions
How can I track my order?
Answer
When we dispatch your parcel we will also email you a tracking reference. You would also be sent a text message on the day your parcel is out for delivery.
Question
Do you ship overseas?
Answer
Yes. Please contact us for a shipping quote if your country is not listed. We are still working on shipping to more countries.
Question
My parcel is showing as delivered, but I haven’t received it?
Answer
This doesn’t sound too good! Please contact us straight away so we can investigate it fully with our courier.
Please make sure you contact us within 14 days of the order date! Otherwise we will be unable to act on anything.
Question
I have received the wrong item
Answer
Woops! Sorry about that, please contact us immediately so we can make arrangements for the return of the incorrect item and then forward the correct item to you. There are two options for this:
- Pre-Paid Returns Label – Contact us with your order number via email Elsieannuk@gmail.com and we will forward you a pre-paid returns label. (pre-paid applies to UK customers.
- Post – Simply pop the item back in the post with a cover letter including your order details, name, address and we will refund you the postage due to our error.
- Question
How long will it take to process my return / exchange?
Answer
When we receive your item(s) please allow us 5 working days to process your refund or exchange.
- Refunds: We will send you an email to let you know that we are sending the money to your original payment method, which will then take up to 5 working days to appear back on the card you paid with. However, with some banks, this can take up to 10 working days.