Free Shipping on all orders in the UK

Shipping Policy

Shipping Policy

At Ella & James London, we're proud to serve customers across the United Kingdom with reliable and efficient shipping. Please read below for everything you need to know about how we ship your favorite fashion finds.

1. General Shipping Information

We currently ship throughout the United Kingdom.

Shipping options, costs, and delivery times may vary depending on your location and the size/weight of your order. All prices include any applicable duties and import taxes. You will not be charged any additional fees upon delivery.

2. Processing Time

Orders are typically processed within 1–3 business days (Monday to Friday), excluding weekends and holidays.

During peak seasons or promotional events, processing times may be slightly longer. We'll keep you informed of any delays.

3. Shipping Rates

Free Shipping – We offer free shipping on all orders, with no minimum purchase.

4. Estimated Delivery Times

Here's what to expect once your order is processed:

Processing Time: 1–3 business days (Monday to Friday)
Transit Time: 4–6 business days (Monday to Friday)
Total Delivery Time: 5–9 business days
Order Cutoff Time: 16:00 GMT
Time Zone: (GMT) Greenwich Mean Time – London

Please note: Delivery times are estimates and may be affected by carrier delays or extreme weather conditions.

5. Shipping Restrictions

We do not ship to PO Box addresses, military addresses (APO/FPO/DPO) or restricted areas. Certain items may be subject to shipping restrictions depending on United Kingdom-specific regulations or carrier restrictions.

6. Failed Delivery or Returned Packages

In the event of failed delivery attempts, incorrect address information or undelivered packages, orders may be returned to us. We will contact you if this occurs and arrange a new shipment, which may incur additional shipping costs.

7. Lost or Damaged Packages

If your package is lost or damaged in transit, please contact us immediately by email: info@ellajameslondon.com. We will work with the carrier to investigate the problem and find a solution as soon as possible.

8. Shipping Policy Update

We may update our shipping policy from time to time to meet Google Shopping Ads requirements or to improve our service. The latest version will always be available on this page. (Last updated: 01/20/2026)

9. Contact Information

Store name: Ella & James London
Company name: M E-commerce
Company Address: Ploegveld 65, 3993 GH Houten
Warehouse Address: Unit D1, Tottenham Commercial Park, Leeside Road / Watermead Way, London, N17 0XL, United Kingdom
Company nr.: 97217956
Phone: + 44 20 38075438

Email: info@ellajameslondon.com

Monday to Friday | 09:00 – 17:00 (GMT)
Weekends | 11:00 – 16:00 (GMT)

We aim to respond to your inquiries within 24 hours.

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.