FAQ'S

We want your experience of shopping with us to be completely stress free! To save you some time, we’ve collated some of our most frequently asked questions.

 
PLACING AN ORDER

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! 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.

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 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. 

I signed up to the newsletter and haven’t received a discount code.

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.

Can I use multiple discounts on one order?

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

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 after 24 hours, email us at customercare@ellenterrie.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 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.

Can I amend or cancel my order after it has been placed?

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.

DELIVERY

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, 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.
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.

My order arrived faulty, what should I do?

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.

Can I try on my products once they’ve arrived?

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.

Is your packaging sustainable?

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

Still have a query?

Don’t worry, just contact us via our contact us form or email us directly at: customercare@ellenterrie.com.