Last updated on 02 September 2025

When will I get our order?

Each item is handmade to order in the UK. Production usually takes 1–3 working days, then it’s shipped directly from our London studio. Delivery estimates:

  • UK: 1–3 working days after dispatch

  • Europe: 3–5 working days

  • USA & Canada: 3–5 working days

  • Australia & Asia: 3–7 working days

  • Rest of the World: 5–10 working days

These are estimated timelines and may vary slightly during busy periods.

🌍 Where is our order made and shipped from?

All products are printed, handmade, and dispatched from our London facility by our UK production partner, Contrado. Every piece is made to order — no mass production, no waste.

💷 Customs & Taxes

If you’re based in the UK, there are no customs or import charges.
If you’re outside the UK, your local customs office may apply additional duties or taxes before delivery. These fees are set by local authorities and are not within our control.

Please check your country’s import policy for details.

🚚 Tracking & Delivery

Once your order has been dispatched, you’ll receive a tracking link via email so you can follow its journey.
If you haven’t received tracking information after 5 working days, please check your spam folder or contact us at [your email].

❗ My order hasn’t arrived — what should I do?

Before contacting us, please:

  1. Check your dispatch email for your tracking link and address.

  2. Contact your local delivery office — sometimes parcels are held there.

  3. Check with neighbours in case it was left nearby.

If you still can’t find it, email [your email] with your order number and we’ll investigate.

If you entered an incorrect address, we can arrange a re-shipment — however, you’ll be responsible for new shipping costs.

🛠️ Damaged or Incorrect Items

If your order arrives damaged or incorrect, we’re so sorry!
Please email helen@ellusedesign.com within 7 days of receiving it, including:

  • Photos of the product and packaging

  • Your order number

  • A short description of the issue

We’ll review and arrange a replacement or refund as appropriate.

🔄 Returns & Cancellations

Because each piece is made to order, we can’t accept returns for unwanted items.
If you change your mind, please contact us within 30 minutes of placing your order to see if we can cancel before production begins.

If an item is faulty, damaged, or incorrect, we’ll happily replace or refund it once we’ve verified the issue.