Shipping & Return Policy
Last updated: 25 September 2026
Thank you for shopping with Ellastrated. We want your order to arrive safely and for you to be happy with your purchase. Please read the information below regarding shipping, returns and refunds.
Shipping
Processing Times
Orders are usually processed and dispatched within [3–5 business days] of receiving payment.
During busy periods, launches, sales or holidays, processing times may take a little longer. If there is likely to be a significant delay with your order, we will contact you where possible.
Delivery
Once your order has been dispatched, delivery times depend on the destination and shipping service selected at checkout.
UK orders: approximately [3–5 business days]
International orders: approximately [5–10 business days
These delivery times are estimates rather than guaranteed delivery dates.
You will receive shipping confirmation and tracking information where a tracked service is available.
Delivery Delays
Once an order has been handed to the delivery carrier, delays can occasionally occur that are outside our control. If your order has not arrived within a reasonable timeframe, please contact us and we will do our best to help locate it.
If an order arrives damaged, please contact us as soon as possible and include photographs of the packaging and item so that we can investigate.
Incorrect Delivery Information
Please make sure your delivery address is correct before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided, please contact us to arrange redelivery. Additional postage may apply where the original delivery address was entered incorrectly.
International Orders
International customers are responsible for checking whether their country allows the relevant products to be imported.
Depending on the destination, international orders may be subject to customs duties, import taxes or other charges. Any such charges are the responsibility of the customer unless otherwise stated at checkout.
Delivery times for international orders may also be affected by customs processing.
Returns & Cancellations
If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason. After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
To request a return or cancellation, please contact us at:
Please include your order number and let us know that you would like to cancel or return your order.
Condition Of Returned Items
Items should be returned in a condition that allows us to assess them in the same way a customer reasonably could in a shop.
You may handle and inspect an item as necessary to determine its nature, characteristics and functionality. However, you may be responsible for any reduction in the item's value resulting from handling beyond what is reasonably necessary to inspect it.
Where possible, please return items in their original packaging and with any original accessories or documentation.
Return Postage
For a change-of-mind return, the customer is normally responsible for the cost of returning the item to us, unless we have agreed otherwise.
If an item is faulty, damaged, not as described or otherwise does not meet your statutory rights, please contact us before returning it so that we can arrange the appropriate solution.
Refunds
Once a valid cancellation has been made and the returned goods have been received, we will process your refund in accordance with applicable consumer law.
For eligible cancellations, refunds will normally include the cost of the least expensive standard delivery option offered at the time of purchase. If you selected a more expensive delivery service, the additional delivery cost is generally non-refundable.
Refunds will normally be made using the original payment method.
We may withhold a refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever happens first, where permitted by law.
Faulty, Damaged Or Incorrect Items
Your statutory consumer rights are not affected by this policy.
If an item is faulty, damaged on arrival, not as described or does not do what it is supposed to do, please contact us at ellakasperowicz@outlook.com as soon as possible.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy under applicable consumer law. Goods sold to consumers must meet requirements including being as described, of satisfactory quality and fit for purpose.
Please provide your order number and, where appropriate, photographs of the item and packaging so that we can investigate the issue.
Items That Cannot Be Returned
Some types of goods may be excluded from the standard cancellation right under UK consumer law, including certain personalised or custom-made products and certain sealed goods that cannot be returned for health or hygiene reasons once unsealed.
If a particular product is non-returnable, this will be clearly stated on the relevant product page before you purchase it.
Exchanges
If you would like a different size, colour or product, please contact us at ellakasperowicz@outlook.com and we will let you know what options are available.
Contact Us
If you have any questions about shipping, returns or your order, please contact:
Ellastrated
Email: ellakasperowicz@outlook.com
We aim to respond to enquiries within [2 business days].
This policy does not limit or exclude any rights you have under applicable consumer protection law.