Frequently Asked Questions
We know that buying sensual and intimate products can sometimes be an intimidating experience, especially if it’s your first time. We want your experience of shopping with Ellen Terrie to be indulgent and stress free! To save you some time, we’ve collated some of our most frequently asked questions.
How do I make a purchase?
Once you've decided on an item, simply select add to cart and follow the prompts on the screen. You will also be given the option in the top right corner to view cart and go to checkout.
Can you advise me on which product is most suitable?
Yes, of course! Ellen Terrie understand that each customer is unique. We want to help you choose the most suitable products to make you feel at your most beautiful. Just contact us via our contact form or email us directly at:
How can I pay?
You can pay for your order using most major credit cards and debit cards including: Visa, Mastercard, Delta, Switch, Solo and Visa ElectronDelta. You can also pay via PayPal. All payments are made online. When you go to checkout, choose your preferred payment method and follow the prompts on the screen.
How will I know if you have received my order?
After you place your order and your card details have been approved, the delivery address has been verified and the item(s) located, you will receive an email from us to the address supplied confirming your order. Should any of the item(s) be out of stock, you will be informed ASAP and your payment for the unavailable item(s) will be refunded. Once your order has been shipped, you will receive an email informing you that your order has been dispatched. Be sure to check your spam/junk mail folder as sometimes the email may be here. If you haven't received an order confirmation email, just contact us via our contact us form or email us directly at: email@example.com and we can tell you if your order has gone through.
How can I check the status of my order?
Once your order is complete, you should receive an email confirming your order, featuring an order number. You can also use the Royal Mail website to track your order using the tracking code that we automatically emailed to you once your order has been dispatched.
What are the delivery costs and options?
We do everything that we can to make sure your order is delivered on time. For maximum peace of mind, Ellen Terrie uses Royal Mail Tracked Delivery. You can easily track your order on the Royal Mail website with the tracking code we email to you.
Delivery takes between 3-5 working days and costs £5.00.
Will I need to sign for my order?
Yes, all deliveries require a signature upon arrival for security reasons. Please ensure that you are available to accept your delivery. If your parcel is not signed for, you will receive a card providing you with instructions to rearrange a delivery or collect your parcel from your local depot. You can also enter your tracking details into the Royal Mail website and provide delivery instructions.
Do you offer gift wrapping?
Yes, of course! The best news is, we will do it whether you ask us to or not. We want you to have the best experience possible from start to finish, so all orders arrive on your doorstep beautifully packaged. We will always deliver in a brown parcel box or white bubble bag, but here’s the breakdown of how it will look on the inside: All Ellen Terrie products are individually wrapped in luxurious tissue paper and sealed with love, and our (full priced) lingerie and nightwear are presented in a beautiful gift box, making all of our products perfect to give as gifts to yourself or to your loved one.
Is my personal information kept private?
Yes, all information that you share with us is private and confidential. At no point do we share your personal information to any other organisation.
Still have a query?
Don’t worry, just contact us via our contact us form or email us directly at: firstname.lastname@example.org.