Shipping & Delivery
How long does shipping take?
Orders are processed within 1–3 business days (Monday to Friday). After processing, transit typically takes 4–6 business days, so you can expect your order within 5–9 business days in total.
Is delivery free?
Yes — we offer free shipping on all orders across the United Kingdom, with no minimum purchase required.
What time is the order cut-off?
Orders placed before 16:00 GMT are processed the same day. Orders placed after this time are processed the following business day.
Do you ship outside the UK?
At the moment we only ship within the United Kingdom. We hope to expand to more destinations in the future.
Will I be charged extra fees on delivery?
No. All prices include any applicable duties and taxes, so there are no surprise charges when your order arrives.
Returns & Refunds
What is your returns policy?
We offer a 30-day return policy — you have 30 days after receiving your item to request a return. Items must be unworn or unused, with tags, and in their original packaging.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. Once your return is accepted, we'll send you instructions on how and where to send your package.
How long does a refund take?
Once your return is received and approved, you'll be refunded to your original payment method within 10 business days. It may take your bank a little longer to show the refund.
Can I exchange an item instead?
The fastest way to get what you want is to return your original item, and once accepted, place a new order for the item you'd like instead.
My item arrived damaged or faulty — what do I do?
Please inspect your order as soon as it arrives and contact us straight away at info@ellajameslondon.com if anything is defective, damaged, or incorrect, so we can put it right.
Orders & Payment
Can I change or cancel my order?
If your order hasn't been processed yet, contact us as soon as possible at info@ellajameslondon.com and we'll do our best to change or cancel it before it ships.
How do I track my order?
You'll receive a shipping confirmation email with tracking details as soon as your order leaves our warehouse.
What payment methods do you accept?
We accept all major debit and credit cards, as well as popular digital wallets, all processed securely at checkout.
Is my payment information secure?
Yes. All transactions are encrypted and processed through secure, trusted payment providers — we never store your full card details.
Customer Support
How can I get in touch?
You can reach us anytime at info@ellajameslondon.com or via our Contact Us page — we aim to respond within 24 hours.
What are your customer service hours?
Our team is available Monday to Friday, 09:00–17:00 (GMT), and weekends 11:00–16:00 (GMT).
Where is Ella & James London based?
Ella & James London is operated by M E-commerce, based in the Netherlands, which manages our UK-facing business and warehouse in London.