9. FAQ Policy Page
Last updated: Today
Frequently Asked Questions
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods, sale events, public holidays or due to carrier delays.
Where do you ship from?
Some orders may be shipped directly from our trusted suppliers.
This may include suppliers located overseas, including China.
We use this fulfilment model to make the shipping process more efficient and avoid unnecessary handling delays.
Do you offer free shipping?
Yes, we offer free shipping across the United Kingdom.
Do you offer returns?
Yes, Ella & Grace London offers a 30-day money-back guarantee.
Please contact us within 30 days of receiving your order at:
How do I start a return?
Email us at:
Please include your full name, order number, reason for the return and clear photos if the item is damaged, faulty or incorrect.
Please do not send your order back before your return has been approved.
Return address:
[RETURN ADDRESS — TO BE PROVIDED AFTER RETURN APPROVAL]
Who pays for return shipping?
For change-of-mind returns, size changes or unwanted items, the customer is generally responsible for return shipping costs.
If the approved return address is with one of our overseas suppliers, including a supplier in China, the customer is responsible for arranging and paying for the return shipping, unless applicable law requires otherwise.
Your statutory consumer rights are not affected by this policy.
When will I receive my refund?
Once your return has been received and approved, we will process your refund to the original payment method.
Your bank, card provider or payment provider may need additional time to complete the refund.
What if my item is faulty or incorrect?
Please contact us as soon as possible at:
Include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and help you with the appropriate next steps.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible.
If your order has not yet been processed or shipped, we will do our best to cancel it.
Once an order has been processed or shipped, cancellation may no longer be possible. Your statutory cancellation rights, where applicable, are not affected.
How can I contact Ella & Grace?
For questions about orders, shipping, returns, payments or products, contact us at:
We aim to respond as quickly as possible, although response times may be longer during busy periods and sale events.
