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Shipping and returns

Returns Policy
For any purchases that you make in our online shop or from us in person: 
If you are unhappy with any item that you’ve ordered from us, please return it in pristine condition in the original packaging and proof of purchase within 14 days of the date of receipt to: 11 Cissbury Road, Burgess Hill, RH15 8PW and we will refund your money or send you a replacement. Please note that items with no proof of purchase, opened, used or defaced items will not be eligible for a refund or exchange and we will notfiy you of this via email. We are only able to replace identical products, so if you wish to order additional items it will be treated as a new order. When you send your item back to us, we’ll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return. Please note that the costs for returning the item to us are non-refundable. If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and we’ll reimburse your costs in returning it to us. When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer with proof of purchase and any items purchased from our stockists - must be returned to the original place of purchase. If you have any questions regarding our policy or are unsure whether you would be eligible for a refund please email us: hellothere@ellbie.co

Can I exchange an item?
No, unfortunately as this time we do not currently offer exchanges. Instead you will need to follow our returns policy and return the item for a refund before making a separate order. Please read our returns policy above for further details about how to do this. If you have any questions regarding our policy please email us: hellothere@ellbie.co

My kit is missing some components?
Oh dear! We do try our very best when packing our kits to ensure that they contain everything they need. But sometimes mistakes can happen. Please email us at: hellothere@ellbie.co  and we will do our best to put it right and send you out a replacement component!
 

When do I get my refund once I have returned an item?
You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return. Please read our returns policy - shown above for further information.
 

What are my rights under the distance selling regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us or collection arrangements made promptly at your cost. If we collect the item from you, you will be charged the cost of collection which will be notified to you at the time of cancellation. You must inform us of the cancellation of the contract. This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Delivery
The below delivery charges apply to all items purchsed online. Except workshop tickets - which will be emailed directly to you (if purchased from our www.ellbie.co External linked websites may differ). 

All of our delivery charges are calculated based upon the weight of your order, and everything that we post within the UK is sent via recorded delivery to ensure your products get to you. Please see our delivery rates below:

Delivery charges for UK  (including channel islands)

Standard Royal Mail 2nd Class Delivery (3 - 5 business days)
Under 0.5kg
£3.75 

Standard Royal Mail 2nd Class Delivery (3 - 5 business days)
Larger items
£3.99 - £4.99 (dependent upon weight)

For items sent via 24 hours tracked or signed for services the rate is £4.99 for all items below 2KG.

*All items shipped within the UK are sent via Royal Mail. - Northern Ireland orders may be subject to VAT charges at the border.


Delivery charges for Countries within the EU 

Due to Brexit we are sadly unable to ship to the EU and associated Countries at this time. 

Delivery charges for International delivery to USA, Australia and Canada

Standard delivery (7-14 business days)
Under 0.5kg
£8.50

Standard delivery (7-14 business days)
Small Parcel
£12.50

Standard delivery (7-14 business days)
Large Parcel
£22.60

*These are our standard Shipping rates. Please be aware that International orders over 5kg may be charged at a higher rate. In that instance, we will contact you and notify you of the charge to organise payment prior to sending out your package. Items outside the UK are sent via Royal Mail Airmail. If a tracking code is available for your country we will email it to you. We aim to ship out your order within 3 days of purchase. Depending on your location items can sometimes take up to 14 days to arrive.

**Please note that overseas orders may be subject to import duty/tax - depending upon your country this will vary. It is your responsibility to pay any import charges upon the arrival of your order in your home country, not Ellbie Co. Ltd. Failure to pay your countries import duty/tax could result in you failing to receive your item. For this we are not responsible. 

How long will my order take?
Please allow up to five working days for orders to be processed and delivered (unless you are ordering via our UK express delivery option). At peak delivery times such as Christmas or Easter normal deliveries may incur delays and we would advise that orders placed for any special occasions are made in good time. Deliveries are made normally Monday to Friday, excluding Public Holidays. If there is no one in to receive the parcel then the carrier will follow any delivery instructions given by the sender ie “Leave with neighbour”. Where gifts cannot be delivered they will be returned to the local delivery depot - either a Royal Mail depot or a depot operated by our couriers. In both instances a card will be left at the recipient address notifying the occupier that a delivery was attempted. Collection details and/or options for a redelivery at a convenient other time will be provided on the card. Gifts that cannot be delivered (incorrect addresses, ‘gone-aways’, no response from recipient following delivery attempt etc) will be returned to our offices after two weeks. At this point we will notify the sender that the gift has not been delivered. If you think your recipient may not be at home to receive their gift it may be a good idea to send your gift to the recipient’s place of work. Please allow up to 20 days for delivery to destinations outside of the UK. We aim to ship out your order within 3 days of purchase. It is our policy to despatch items ordered in the shortest possible time, but we cannot be held responsible for any delays or damages occurred while in transit.

I haven't recieved my order?
All of our deliveries in the UK are sent via recorded delivery - so that we are aware when you have recieved your order. If you have not got your order within 7 days of purchase please get in touch with us and let us know and we will try our best to resolve the issue: hellothere@ellbie.co

All deliveries outside of the UK are sent via Royal Mail Airmail, unfortunately we are unable to provide tracking codes once these items leave the UK. We can only guarantee the item will be shipped to your country from the UK. After that - it is down to the postal service within your country to deliver items on time. Ellbie Co. Cannot be held responsible for this. Please allow up to 18 days for delivery to destinations outside of the UK.

My order arrived damaged?
Whilst we make every effort to ensure that our products are packaged correctly and in protective packaging.
Unfortunately once goods leave Ellbie Co. We cannot be held responsible for any damage that occurs during shipping as this is the couriers/delivery companies responsibility. If the interior of your kit is damaged then we will be able to provide you with a refund via our returns policy. However if damage has been caused by means outside of our control - then we will be unable to offer a refund in this case.

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