Returns Policy
How do I return an item?
We try to make sure everything we sell will make you happy, but if you ever do need to send anything back to us, you can find full return instructions on your invoice.
When you send us something back, it is important that you ask the carrier to stamp and date the 'Certificate of Posting' on your Returns Label (part of the delivery note you get with your order), as this proves that you sent it back to us if it gets lost in transit.
I have received a faulty item
We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us as soon as possible, and we'll look into it for you.
Please contact Customer Care, and let us know the following details...
- Your Order Number
- Product Code/Product Name
- Details of the fault
- If you want a refund or replacement
I have received an incorrect item
We're only human, so occasionally the wrong item does get sent out. If this has happened to you, we're very sorry.
Please contact Customer Care, and let us know the following details...
- Your Order Number
- Product Code/Product Name
- Details of the fault
- If you want a refund or replacement
Have you received my return?
As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with Customer Care and we'll look into it.
If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
When will I receive my replacement?
We will process your replacement item within 3 days of receiving your parcel, and email to let you know we have received and processed it. We'll then email you again when your replacement order is on its way to you.
Delivery will take as long as it did for your initial order.
Why did I get a refund instead of the replacement I requested?
If we can't send your requested replacement item, we will refund what you paid to your account. If this happens, we'll email to let you know.
We can only exchange an item for a different size or colour of the same item (although the price must be the same as the original item). If you want an entirely different product, you'll need to return the unwanted item for a refund, and place a new order for the item you want.
When will I receive my refund?
We will process a refund within 3 days of receiving your parcel, and email to let you know we have received and processed it.
After you've received your email, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with, and we have no control over it.
We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), we'll send a cheque to your billing address.
Unwanted special order items may be charged an additional handling charge.
Order Cancellations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from ELLIS-DIRECT.CO.UK, for a full refund. Except for items marked with a '+' next to the product name.
Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods to Customer Care.
To cancel your Standard Delivery Order please contact us.
To cancel your Next Day Delivery Order please contact us.
If however your order has already been processed, you will need to return the order to us. Please read the Return or Exchange an item section below.
Return or Exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund (excluding original delivery charge or cost bourne by ourselves as an FOC offer) on receipt, or exchange the item for a different size / colour if preferred. Some products are non-returnable; these are clearly marked with a '+' next to the product name.
Please Note:
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility
- The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery
Please complete the form on the back of your invoice and send
both the invoice and parcel to: ELLIS-DIRECT.CO.UK, Returns, 8 Bowling Green Lane, Grimsby, DN32 9DE
7 day Cooling-Off Period
In addition to our returns policy , under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from EllisDirect.com, for a full refund. In this case we will provide you with a full refund but we would ask you to return all the cancelled items at your cost and in the condition they were originally delivered in. If we do not receive the cancelled items back, we may arrange to have them collected at your cost.
To cancel your Standard Delivery Order please contact us.
To cancel your Next Day Delivery Order please contact us.
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.
