FAQ
Frequently Asked Questions
Everything you need to know about ordering, shipping and returns at Ellaire Manchester. If your question isn't answered below, email us at info@ellairemanchester.com — we reply within 24 business hours.
Ordering
How do I place an order? Select your item, choose your size and colour, add it to your basket and follow the checkout steps. You'll receive an order confirmation email within a few minutes. If it doesn't arrive, check your spam folder before contacting us.
Did my order go through? If you received an order confirmation email, your order is in our system. If you were charged but received no confirmation, email us with the name and email address used at checkout and we'll locate it.
Can I change or cancel my order? Yes — free of charge, as long as your order hasn't been dispatched yet. Email info@ellairemanchester.com with your order number as soon as possible. Once an order has been dispatched it can't be cancelled, but you can return it under our 30-day return policy.
I entered the wrong delivery address. What now? Contact us immediately. If your order hasn't been dispatched we'll correct it at no cost. Once it's left our facility we can't redirect it, and if it comes back to us as undeliverable a redelivery charge may apply.
Do I need an account to order? No. You can check out as a guest.
Payment and pricing
What payment methods do you accept? All payment methods shown at checkout, including major credit and debit cards and digital wallets. All transactions are encrypted and processed by our payment providers — we never see or store your card details.
What currency are your prices in? All prices are in British Pounds (GBP) and include applicable VAT.
Will I be charged customs duties or import fees? No. There are no import duties, customs charges or additional taxes on delivery. If a carrier ever contacts you asking for such a payment, don't pay it — email us straight away.
When is payment taken? At the point you place your order.
Is it safe to shop here? Yes. Our entire site runs over an encrypted SSL connection, and payments are handled by trusted third-party processors.
Shipping and delivery
How much does shipping cost? Free on all orders, with no minimum spend. No handling or packaging fees are added at checkout.
How long will my order take?
- Processing: 1 – 3 business days
- Transit: 5 – 9 business days
- Total estimated delivery: 6 – 12 business days
Business days are Monday to Friday, excluding public holidays.
What is your order cut-off time? Friday at 15:00 (GMT). Orders placed before then are processed within the same working week. Orders placed after Friday 15:00 GMT, or over the weekend, enter processing on the following Monday.
Where do you ship to? The United Kingdom. We can't deliver to PO boxes or freight-forwarding addresses.
How do I track my order? You'll receive an email with your tracking number and link as soon as your parcel is dispatched. You can also use the Track Your Order page on our site. Allow up to 72 hours for the first scan to appear.
My tracking hasn't updated in days — is something wrong? Usually not. Tracking is generated by the carrier and doesn't always update in real time. If there's been no movement for 7 consecutive days, email us with your order number and we'll open an investigation with the carrier.
Why did my order arrive in separate parcels? Multi-item orders are sometimes dispatched separately and may arrive on different days. You'll get a tracking number for each parcel, at no extra cost. If part of your order hasn't shown up within 5 business days of the rest, let us know.
Nobody was home for the delivery. The carrier will either leave your parcel in a safe place, with a neighbour, or leave a card with collection instructions. Parcels held at a collection point are kept for a limited period before being returned to us.
My parcel says delivered but I haven't received it. Check with neighbours and around your property first, then email us. We'll open a carrier investigation, which usually takes 5 – 10 business days. If the parcel is confirmed lost, we'll send a replacement or issue a full refund.
My order arrived damaged. Email us within 48 hours of delivery with your order number and photos of the packaging and the item. We'll arrange a replacement or full refund at no cost to you.
Returns and refunds
What is your return policy? You have 30 days from delivery to request a return, and a further 14 days to send the item back once approved. There is no restocking fee.
What condition does the item need to be in? Unused, unworn and unwashed, in its original packaging with all tags attached, free from marks, stains, odours and pet hair, and complete with any accessories or free gifts.
What can't be returned? Pierced jewellery (including earrings) unless faulty or the hygiene seal is unopened, items marked final sale on the product page, gift cards, and items altered or laundered after delivery.
How do I start a return? Email info@ellairemanchester.com within 30 days of delivery with your order number, the items you want to return and the reason. We'll reply within 24 business hours with your return authorisation and the correct return address. Please don't send anything back before you've had that approval — and never to our registered office address.
Who pays for return shipping?
- Faulty, damaged, incorrect or not-as-described: we cover it in full.
- Change of mind or wrong size: return postage is your responsibility. Use a tracked service and keep your proof of postage.
When will I get my refund? We inspect returns within 1 – 3 business days of arrival and email you the outcome. Approved refunds go back to your original payment method within 14 days of us receiving the item. Your bank may take a further 3 – 10 business days to show the funds.
Can I exchange instead of refund? Yes, subject to availability — email us with your order number and what you'd like instead. The fastest route is usually to return for a refund and place a new order, so you don't wait on stock.
Can I return sale items? Yes, on the same terms as full-price items, unless the product page states the item is final sale. Refunds are issued at the price actually paid.
Do I still have statutory rights? Yes. You have a statutory right to withdraw within 14 days of receiving your order without giving a reason. Our 30-day policy is offered in addition to that right, never instead of it.
Products and sizing
How do I choose the right size? Each product page includes a size guide with measurements for that specific item. Sizing can vary between styles, so check the guide on the page rather than assuming your usual size. If you're between sizes or unsure, email us and we'll advise.
Will the colour match the photos? We photograph the actual product, but colours can appear slightly different depending on your screen, settings and lighting. Small variation is normal and isn't considered a defect.
How should I care for my items? Follow the care label on the garment. As a general rule, knitwear lasts longest washed cool on a gentle cycle and dried flat rather than hung. Jewellery should be kept dry and away from perfume, lotion and hairspray.
An item I want is out of stock. Subscribe to our newsletter for restock notifications, or email us and we'll tell you whether it's coming back.
Contact
How do I reach you? Email: info@ellairemanchester.com Telephone: +31 6 42932409
Customer service hours Monday to Friday: 9:00 – 17:00 (GMT) Saturday and Sunday: 12:00 – 15:00 (GMT)
Our team is here for you 7 days a week. We respond to all enquiries within 24 business hours. Messages received outside these hours are answered on the next working day.
What should I include in my message? Your order number, the email address used at checkout, a short description of the issue, and photographs if you're reporting damage or a fault. That usually lets us resolve everything in a single reply.
Ellaire Manchester Company Registration No.: 98885308 · VAT No.: NL005359571B94 Registered Address: Hoofdstraat 38, 2235 CH Valkenburg, Netherlands Telephone: +31 6 42932409 · Email: info@ellairemanchester.com