Return Policy
At Ella Valentine, we want you to be happy with your purchase. If you are not satisfied with your item, and you follow our return policy, we will gladly exchange your item, or refund the purchase price by the original purchase method, provided it is returned to us in its original condition & packaging, unused, and with all labels attached.
Please know that we have a very high level of quality control of the product we ship to you. However, if you receive a packaged product that is defective, please contact us immediately at 0845 474 2205 or helpdesk@ella-valentine.com.
UK Orders
UK returns need to be received back by us within 14 days of receiving your order. Four days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. A freepost returns label is enclosed with your items. Make sure you get proof of postage from the post office, so that we can still complete your return if it gets lost on its way back to us. You should keep this proof until you've received your refund or replacement. We will send you an email to let you know when your return has been received.
Return Policy International Orders
For orders shipped to addresses outside the UK we need to receive your return within 20 days. 10 Days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost. We will send you an email to let you know when your return has been received.
We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.
Items that can't be returned
Gift box charges won't be refunded if goods are returned.
We do not reimburse shipping charges.
Ella Valentine
Attn: Returns Department
Ella Valentine
52A Greencroft Gardens
London, NW6 3LU
United Kingdom
Changes / Cancellations
If you wish to cancel or modify your order, please send an email as soon as possible to helpdesk@ella-valentine.com, or call us at 0845 474 2205. We will make every effort to accommodate your request, however, once a product has left our premises for shipping, the purchase cannot be cancelled or modified. In this case, please refer to our return policy if you would like to purchase a different product. Ella Valentine will be happy to assist you.
Checkout
All the items that you have in your shopping cart appear in your order during checkout. If you do not want to order all the items, simply edit your shopping cart first. When you click "Process Order" we verify your credit card. Your credit card will not be charged until your order is shipped. Your order will not be placed and your credit card will not be charged if you do not click "Process Order."
Payment and Billing
Ella Valentine accepts the following forms of payment for online purchases:
Visa
MasterCard
Paypal
Debit Cards
American Express
Ella Valentine Gift Certificate
Your debit/credit card will be charged at the time of shipment.
If we are unable to process your debit/credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address you entered match your credit card statement exactly. Please refer to your credit card company if the problem persists.
Ella Valentine Gift-wrap
Designer gift-wrap with custom gift card is available at Ella Valentine for an additional fee of 14 British Pounds. Please indicate that you would like to have your package gift-wrapped by checking the Gift Wrap option located on the checkout page.
Ella Valentine Gift Certificate
Please contact us at helpdesk@ella-valentine.com if you wish to redeem a Ella Valentine Gift Certificate. We will be happy to accommodate your needs.
Sales Tax
UK and EU member countries residents are automatically charged applicable VAT of 17.5%
Order Processing
Orders are processed and delivered Monday through Saturday, excluding holidays. Shipping takes place within two to three days after we receive the order. However, out-of-stock items may cause a delay in shipping, but such delays normally do not exceed a two to three week period.
Product Availability
Ella Valentine products available for purchase online will be filled and shipped according to stock and product availability. It is our standard policy to accept backorders for products, but we reserve the right to cancel part or all of any backorder. If an item is temporarily out of stock, you will be notified promptly and we will let you know the approximate shipping date.
Domestic Shipping
Ella Valentine ships to all domestic addresses (excluding P.O. boxes) via UPS or Royal British Mail (signed for) in accordance to the shipping methods selected during the checkout process.
Multiple Shipping Addresses
Please contact us at helpdesk@ella-valentine.com or call us at 0845 474 2205, if you wish to ship orders to multiple addresses.
International Shipping
We gladly ship orders internationally. All orders for shipments outside of the UK will be sent via registered mail. A tracking number will be available to ensure the package will arrive at the correct address. Please contact helpdesk@ella-valentine.com for further information.
Online Privacy Policy
We collect personal information including your name, shipping address, billing address, email address, phone number and credit card information. We collect this information during the online checkout process so that we can properly fulfill your orders.
Ella Valentine believes that protecting your valuable personal and financial information is one of our most significant responsibilities. Therefore, Ella Valentine has instituted strict policies regarding your privacy. Ella Valentine does not sell or rent our customer's names, addresses, email addresses or other personal information. Any information you give us about you will only be used by us.
Copyright & Trademark Information
Copyright © 2010. Ella Valentine is the trading name of Anouk de Jonge. All rights reserved. All materials on this website (the "Site"), and the Site itself, are protected by copyrights, trademarks and/or other intellectual property rights. These materials are proprietary to Ella Valentine or its subsidiaries, affiliates, suppliers, or our Web-host, or are used with permission of their owners. Such materials include, but are not limited to, the photographs, images, illustrations, graphics, text, data compilations, video clips, audio clips, designs, logos, trademarks, and other materials contained in this Site, as well as the software used in the design and development of this Site. The names and images of artists or other persons appearing on this website may be additionally protected under U.S. and international laws concerning rights of publicity and privacy. You may not reproduce, publish, transmit, distribute, display, remove, delete, add to, otherwise modify, create derivative works from, sell or participate in any sale of, this Site, or any of the materials in this Site, except that you may download one copy of the materials on any single computer for your personal, non-commercial home use only, provided you keep intact all of the copyright and other proprietary notices. Any other use of materials on this Site, including reproduction for purposes such as modification, distribution or republication, without the prior express written permission of Ella Valentine, is a violation of copyright and other proprietary rights, and is strictly prohibited.
The name and mark Ella Valentine® and all other trademarks, service marks, trade names, logos, and slogans (collectively, "MARKS") depicted in this Site, and/or of our suppliers, whether registered or unregistered, are proprietary to Ella Valentine. Use of the MARKS without the prior express written permission of Ella Valentine and/or of our suppliers is strictly prohibited.
Disclaimer
Material in this Site may contain inaccuracies or typographical errors. Ella Valentine shall not be liable or responsible for any loss or damage caused by or arising from any user's reliance on information obtained from or through this Site. It is your responsibility to evaluate the information and other content available through this Site. This Site and the information and products contained from this Site are subject to change at any time, and from time to time, without prior or subsequent notice.