We aim to pack and ship products that are in stock within 3 days of purchase, although this may sometimes be extended due to volume of sales or holidays. For products that are made to order, we will inform you individually of the current lead time to delivery in the item details.
Samples are processed weekly, meaning that some sample requests can take up to 7 working days to arrive. In the UK they are sent via Royal Mail 1st class and overseas we send via Royal Mail's tracked and signed service. Parcels are charged by their weight and volume and are sent via UPS with insurance up to £1000.
Please do check that you have provided the correct details when placing an order!
It is the responsibility of the customer to supply all the appropriate contact details for our third party contracts to use to enable them to deliver your parcel to the correct address. For any parcels that do not reach their intended destination due to incorrect information being given, all charges incurred to rectify the correct delivery or loss of, will be the responsibility of the customer.
We are able to ship around the world using tracked and signed Royal Mail and UPS. If you are not able to find a shipping quote for your location at the checkout please contact us at firstname.lastname@example.org and we will provide a tailored quote for you.
International customers (Non UK) may be subject to import duties and taxes for shipping to the destination country. These additional charges are the responsibility of the customer so please do check the charges for your location before purchasing.
We would love for you to collect your order in person for free from our studio in London in you are local. Please email at email@example.com to arrange a time and use the code 'LOCAL' at the checkout.
DELIVERING TO THIRD PARTIES
Where deliveries are made to third parties (curtain makers, upholsterers, etc) on the instructions of the customer, it is the responsibility of the customer to ensure that the correct material is received. You must contact us within 14 days of receipt of goods if there are any problems with your order. We are not responsible for any labour costs as a result of cutting into and/or the use of incorrect or faulty material/wallpaper.
In the event that your order does not arrive within the expected time frame, please do make us aware of this within 10 days of the expected delivery date so that we are able to help find the missing item or make a claim to replace it. Ellen Merchant is not liable for any missing goods that have not been reported missing within 2 weeks of the order being placed.
We hope that you love your purchase! But, in the event that you are not happy with your items we will exchange or refund products provided that they are returned in the original condition, with the original packaging and within 14 days of receipt. Please email firstname.lastname@example.org to request a return. Please note that goods being sent back to Ellen Merchant are the responsibility of the customer until they reach us. We unfortunately cannot be held responsible for anything that gets lost or damaged in transit. Delivery charge and returned postage will only be refunded should an item be faulty.
Please note that all Ellen Merchant goods are traditionally printed and handmade , so may contain small variations in colour, pattern and size, providing you with a unique product and Ellen Merchant does not accept returns on these expected and celebrated irregularities.
It is the responsibility of the customer to check the colour, design and quantity before you use/cut into the order. If the product is faulty, contact us immediately at email@example.com. Please note that we cannot accept any returns once the fabric or wallpaper has been cut.
If you wish to cancel a product which is made to order please contact us as soon as possible at firstname.lastname@example.org. Once production begun the product will be non-refundable. In accordance to the Distance Selling and Online Trading Regulations, Ellen Merchant products which have been made to the customer's specifications are exempt from standard cancellation rights. Cancellations are offered subject to the discretion of Ellen Merchant Ltd.
DAMAGE TO GOODS
If you notice the order is damaged in any way, we advise you to not accept the package and contact us immediately. Alternatively, take a photograph of the damage and/or send it back notifying us of the damage and we will provide you with an exchange or refund. Please contact us as soon as possible, as we must be notified of any damages or losses to goods in transit within 2 weeks for it to be refundable.
Please note, sale goods are not eligible for exchanges, returns or refunds.