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. 

Yes, of course! We understand that each and every one of you is unique. Email us directly at customercare@ellenterrie.com and we’ll be more than happy to help.

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 or in 3 instalments via Klarna. All payments are made online. When you go to checkout, choose your preferred payment method and follow the prompts on the screen. 

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 after 24 hours, email us at customercare@ellenterrie.com and we can tell you if your order has gone through.

Once your order is complete, you should receive an email confirming your order, featuring an order number. You can 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.

We process orders as quickly as possible. In the instance that you would like to amend or cancel your order, please contact us at customercare@ellenterrie.com as soon as possible with your name, order number and full address. If your order has already been processed or dispatched, unfortunately we will not be able to amend or cancel your order and you will need to return the order to us at your own expense. If your order has not yet been processed, we will amend or cancel it.

We do everything that we can to make sure your order is delivered on time. For maximum peace of mind, we use Royal Mail Tracked Delivery. You can easily track your order on the Royal Mail website with the tracking code we email to you.

UK standard delivery (3-5 working days) - £5.00 on all orders up to £100.00, or free on all orders over £100.00. 

UK express delivery (1-2 working days) - Only available on lingerie items upon request, just drop us an email at customercare@ellenterrie.com

International standard delivery (5-20 working days) - £20.00 on all orders up to £200.00, or free on all orders over £200.00 (customs charges may apply).

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.

We understand that you have to try on your lingerie to know if they fit, but please keep in mind that if there are remnants of makeup, deodorant, and/or perfume on them, we cannot accept the return. We also ask that when trying on our underwear, you have another pair underneath.

Read more on where we stand on sustainability and ethics here.

We want you to be fully happy with your new purchase. If for any reason it isn't quite right, please don't worry, you have 14 days from the date you received your order to return the items for a refund. To be eligible for return, your item must be unused and in the same condition that you received it with the original tags attached. Discounted or price reduced items purchased in the context of a sale are considered FINAL SALE and are not eligible for return or exchange.

To return an item, the first thing you need to do is email us at customercare@ellenterrie.com with your order number and the products you wish to return and we'll email you the details of our return address of which you need to post it back to.

Unfortunately, we do not offer exchanges at this time, we only replace items if they are faulty or damaged. If you require a different size, style, etc. please place a new order and email us at customercare@ellenterrie.com to return your unwanted item(s) as per the instructions above. 

See our Returns & Refunds page for our more information and our full policies.

We are so sorry to hear that you have received a faulty item – this is very unusual. Where possible, all of our items are quality controlled multiple times before they leave us. However, in the unfortunate event that you have received a faulty product, please email us at customercare@ellenterrie.com with your name, order number, full address, along with a photo and a short description of the fault so we can get it resolved for you as soon as possible.

If you have signed up to our mailing list, you will first receive an email asking you to confirm your subscription. Ince you have confirmed your email address through this link, you will then receive a separate email containing your 10% off code. Please check your spam/junk mail folder. If you are still having problems you can get in touch at customercare@ellenterrie.com.

No, unfortunately it is not possible to combine discount codes on one order.

Our gift cards are virtual and are delivered by email, along with instructions to redeem them at checkout. If you are having trouble finding this email, please double check your inbox and junk mail folders. If you still can’t find the email, there is the possibility that the incorrect email was submitted at checkout. Please email your name and order number to us at customercare@ellenterrie.com and we will resolve this for you.