Shipping policy
Shipping Policy
Last Updated: 8 July 2026
At Ellis Row, we are committed to providing a reliable and transparent delivery experience. This Shipping Policy explains how we process, dispatch and deliver orders placed through www.ellisrow.com.
By placing an order with Ellis Row, you acknowledge that you have read and accepted this Shipping Policy.
1. Order Processing
All orders are processed Monday to Friday, excluding public holidays.
Orders are typically processed within 1–2 business days after payment has been successfully authorised.
During periods of high demand, promotional events or holidays, processing times may be slightly longer.
Customers will receive an order confirmation email after placing an order and a shipping confirmation email with tracking details once the order has been dispatched.
2. Delivery Options
We currently offer the following delivery services for eligible orders.
Standard Delivery
Estimated delivery time:
5–8 business days
Express Delivery
Estimated delivery time:
3–5 business days
Available delivery options will be displayed during checkout depending on the destination.
Delivery times begin after the order has been processed and dispatched.
3. Delivery Estimates
All delivery timeframes provided on our website are estimates only.
Although we work with trusted shipping partners, delivery times may occasionally be affected by circumstances beyond our reasonable control, including:
-
courier delays;
-
customs inspections;
-
adverse weather conditions;
-
transport disruptions;
-
public holidays;
-
peak shopping periods;
-
force majeure events.
Ellis Row cannot guarantee delivery by a specific date unless expressly agreed in writing.
4. Shipping Costs
Shipping costs are calculated and displayed during checkout before payment is completed.
Ellis Row offers Free Standard Delivery on qualifying orders with a total purchase value of £50 or more (after any discounts have been applied).
Orders below the free shipping threshold will be charged the applicable shipping fee, which will be clearly displayed during checkout before payment.
Express Delivery is available at an additional cost and is not included in the free shipping offer unless explicitly stated.
From time to time, Ellis Row may introduce promotional shipping offers or temporarily modify shipping rates. Any such promotions will be clearly communicated on our website and may be changed or withdrawn without prior notice.
5. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.
Tracking updates are provided by the shipping carrier.
Please allow up to 48 hours for tracking information to become active after dispatch.
6. Delivery Address
Customers are responsible for ensuring that all shipping information provided during checkout is complete and accurate.
Ellis Row is not responsible for delays or failed deliveries resulting from:
-
incorrect addresses;
-
incomplete delivery information;
-
incorrect postcodes;
-
failure to collect parcels where required.
If an order is returned to us because of incorrect delivery information supplied by the customer, additional shipping charges may apply before the order can be resent.
7. Customs, Duties and Import Charges
Orders delivered outside the United Kingdom may be subject to customs duties, import taxes or other local charges imposed by the destination country.
Unless otherwise stated, these charges are the responsibility of the customer.
Ellis Row has no control over customs procedures or import fees charged by local authorities.
8. Delayed Deliveries
While we always aim to deliver orders within the estimated timeframe, occasional delays may occur.
If your order has not arrived within the estimated delivery period, please contact us at:
Our customer support team will investigate the shipment with the carrier and provide further assistance.
9. Lost Parcels
If your parcel appears to be lost in transit, please contact us as soon as possible.
We will work with the shipping carrier to investigate the shipment.
Where appropriate, Ellis Row may offer:
-
a replacement order;
-
a refund;
-
another suitable resolution.
Any resolution will be provided in accordance with our internal procedures and applicable consumer protection laws.
10. Damaged Deliveries
If your order arrives damaged, please contact us within 48 hours of delivery.
Please include:
-
your order number;
-
photographs of the damaged item;
-
photographs of the packaging;
-
a brief description of the issue.
Our team will assess the situation and arrange an appropriate resolution where applicable.
11. Failed Delivery Attempts
If delivery cannot be completed because no one is available to receive the parcel or the courier is unable to access the delivery address, the courier may:
-
attempt redelivery;
-
leave the parcel in a safe place where permitted;
-
deliver to a collection point;
-
return the parcel to the sender.
Customers are responsible for following any instructions provided by the courier.
12. Multiple Shipments
In some cases, items from the same order may be shipped separately.
This may occur due to:
-
product availability;
-
warehouse logistics;
-
packaging requirements.
Customers will not be charged additional shipping costs solely because an order is dispatched in multiple shipments.
13. Changes to an Order
If you need to change your delivery address after placing an order, please contact us immediately.
While we will make every reasonable effort to accommodate your request, we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.
14. Delivery Responsibility
Ownership and responsibility for the goods pass to the customer upon successful delivery to the shipping address provided during checkout.
Customers are encouraged to monitor tracking updates and ensure that someone is available to receive the parcel where required.
15. Contact Us
If you have any questions regarding shipping or delivery, please contact our Customer Support Team.
Email: support@ellisrow.com
Website: www.ellisrow.com
Ellis Row operates exclusively as an online e-commerce business and does not maintain a physical retail location for customer visits or parcel collection.
All customer support is provided via email.