Shipping policy

Shipping & Delivery Policy

Last Updated: 18/12/2025
Support: help@ellasie.com

1. Dispatch, Free Shipping & Tracked Delivery

We aim to dispatch all orders within 24 hours from our UK warehouse, Monday to Saturday, excluding bank holidays.

  • Shipping origin: All orders are shipped from our UK warehouse.
  • Shipping cost: Shipping is free for all countries listed below.
  • Service: All orders are shipped via fully tracked services, including Royal Mail and DHL.
  • Tracking: You will receive a tracking link by email as soon as your order has been dispatched.

2. Estimated Delivery Times

Delivery estimates begin once your order has been dispatched.

  • United Kingdom: 2 business days
  • European Union: 3 to 5 business days
  • United States: 5 to 7 business days
  • Canada: 5 to 7 business days
  • Australia: 5 to 7 business days
  • New Zealand: 5 to 7 business days
  • United Arab Emirates: 5 to 7 business days

Please note that delivery times are estimates and may occasionally vary during peak periods, severe weather, customs checks, or courier disruption.

3. EU Orders: Duties & Taxes Paid

We ship to European Union countries using Delivered Duty Paid (DDP).

  • What this means: We pay import duties and taxes on your behalf for EU orders.
  • At checkout: The price shown at checkout is the final price for your order.

If you are unexpectedly asked to pay import charges for an EU delivery, please contact help@ellasie.com with your order number and a photo or screenshot of the charge request or receipt. We will investigate and, where appropriate, provide a resolution.

4. Delivery Information

  • Tracked delivery: All orders are sent using tracked shipping services.
  • Dispatch confirmation: You will receive a shipping confirmation email once your parcel has been dispatched.
  • Business days: Business days exclude Sundays and public holidays.

5. Customs ID Requirements for Certain Countries

For some countries, including Spain, Italy and Portugal, local customs or carriers may require a Tax ID or similar identifier to complete delivery.

  • Action required: If contacted by the carrier, you must provide the requested information so your parcel can be released.
  • If not provided: If a parcel is returned or extra non recoverable costs are charged because the required information was not provided, we may deduct the actual direct costs charged to us from any refund.

6. Address Accuracy

  • Customer responsibility: Please make sure your shipping address is complete and correct before placing your order.
  • Returned parcels: If a parcel is returned to us due to an incorrect address or failure to collect, we may deduct the return fee charged to us by the carrier from any refund.
  • Reshipping: If you would like the parcel sent again, a reshipping fee may apply.

7. Delivered Parcels

If tracking shows that your parcel has been delivered and you cannot locate it, please contact us within 7 days so we can investigate with the carrier.

If a delivery has been completed to a safe place or neighbour at your request through the courier, responsibility for the parcel passes once the courier has completed that delivery instruction.

8. Lost in Transit

If tracking has not updated for an extended period, please contact us at help@ellasie.com and we will investigate with the carrier.

Where a parcel is confirmed lost in transit, we will offer a replacement or refund in line with your statutory rights and our store policies.

Nothing in this policy affects your statutory rights under applicable consumer law.