FAQ's

My Order

Has my order been shipped?

As soon as your order has been sent out, we'll email to let you know. If you don't receive your order within the specified delivery time, please contact Customer Care, and we will look into it, and be back to you within an hour.

Can I track my order?

Depending on the carrier we send your order with, the dispatch email we send you may include a unique tracking number which you can use to track the progress of your parcel. You can also track your order on-line by signing in to My Account.

Part of my order is missing

Sometimes we don't send everything you've ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with Customer Care Let us know the Order Number and the Product Code or Product Name of the item you wanted, and we'll look into it.

We'll usually be able to send you the item we missed out, but in on the rare occasion that isn't possible, we'll refund the money you paid for it.

A mistake has been made with my order

Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Care and let us know.

Can I edit my order?

Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.

Can I cancel my order?

Yes, of course, but you need to be quick about it. You only have a couple of hours to cancel after ordering. If you miss your chance, please email Customer Care, and they'll tell you if anything else can be done.

To cancel, just sign in to My Account, and check your order details. If the button next to it says 'Cancel/View', you're still in time to cancel it before billing. Hit that button, your order status will change to 'Cancelled', and you'll receive an email to confirm.

Currently you can only cancel your entire order, not individual items, and only one order at a time.

For additional information about cancelling your order check out our Returns Policy.

Technical Problems

I can't sign into My Account

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the Login page, and we'll remind you what your password is. You can change your password, main email address or any of your other details at any time just by signing in to My Account.

If you are still having problems signing in, or have any other queries, please contact Customer Care.

I'm having trouble with the Shopping Basket

Any item you add to your shopping basket will be reserved for you for two hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them.

If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

I am not receiving any emails or newsletters from you

If you are not receiving our emails or our regular newsletter, you could be missing out on important site information or some fantastic special offers.

One of the most common reasons for not receiving emails is that your email software is marking them as junk mail, and are sending them to your spam folder. To stop this from happening, please add 'info@ellisdirect.com' to your email address book, then emails should come through fine forever more.

If you checked this and are still not getting the newsletter, make sure you typed in the right email address when you signed up with us. Just sign into My Account (if you can remember what address you did type in), or get in touch with Customer Care, and we'll do our best to sort it out for you.

Other Technical Problems

If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.

If you're still having problems using our site, please feel free to get in touch with Customer Care and we'll be happy to help.

To help us look into your problem please try to include as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 9.0)
• Internet Browser (Internet Explorer 6, Netscape 7.02)
• What URL you were trying to access (e.g. http://www.ellis-direct.co.uk/contact.asp)
• What time the problem occurred
• If possible please cut and paste into the email any error message that appeared on the screen

Discount codes & vouchers

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

This returns policy does not affect your statutory rights

*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Polished and Satin finish care guidelines: Avoid contact with solvents, sticky material, abrasives or cleaning agents and sharp objects. Avoid scratching your product by storing in a non-abrasive box or paper. Handle with care and do not apply any unnecessary force.

About EllisDirect.co.uk

Do you have a Shop?

Yes of course we do! We have been retailing in this sector for nearly 50 years! Have a look at the about us section where you can even view an online video of our shop.

We are also a UK-based internet retailer, which means you can shop with us 24 hours a day from all over the UK. You don't even have to carry your own shopping home, because we'll deliver it to your front door.

Do you do wholesale?

Yes we do. If you would like to purchase any of our products in large quantities we will only be too happy to help you. Please contact us for an application form.

Accessibility

We are committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.