Do I need an account to place an order?

No, an account is not required for placing an order. You have the flexibility to order as a guest. Nonetheless, we advise creating an account at the time of checkout. This step offers benefits such as easy tracking of your order history and expedited future checkouts by saving your personal and address details. An account ensures a more efficient shopping experience for your future purchases.

How do I check the status of my order?

To track your order, simply log in to your account and select the order you wish to view. This will provide you with the current shipment status and tracking information. If you made your purchase as a guest, you can still monitor your order status. Just click on the "View Your Order" link found in your order confirmation or shipping confirmation emails. In case these emails are not readily available, feel free to reach out to our customer service team for assistance.

How long before my purchase is dispatched?

Purchases at Ellie Jules are usually dispatched within 24-48 hours, following full payment clearance. Some orders require manual fraud verification that might take 1-2 business days. Please ensure that you enter the same billing address as your credit card company has on file to minimise potential delays.

Which courier companies do you use?

Ellie Jules has partnered with 3 main courier companies, namely UPS, DHL, and FEDEX. These companies have a globally recognised reputation for delivery excellence.

What happens if I'm not home?

Ellie Jules provides tracking numbers for all shipments. If you are not home you can contact the courier company and arrange re-delivery. Our courier partners will attempt to deliver your package 2 times before it is returned to Ellie Jules

What countries do you delivery to?

Ellie Jules delivers its products worldwide. Please see our Shipping Policy for more information. If your country is not yet included, please contact us for more information. Please note that we cannot deliver to P.O. Boxes, or Russia, at this time.

How long before I receive my order?

Shipping time depends on what delivery method you choose. We offer FREE shipping within Europe on all orders over €100.
Most orders placed before 3PM GMT ship the same business day, after order payment has been confirmed.
For more information on our shipping, please see our Shipping Policy

What is your return policy?

If you don't love the product that you purchased at EllieJules.com - for any reason - simply return it using our FREE return shipping label within 14 days for a full refund, less any initial shipping charges.
Items returned must be in their original, unused condition with all authenticity cards, dust covers, tags, packaging, and protector tapes intact.
For more information on returns and exchanges please visit our Refund Policy.

How do I return a product?

We offer FREE return shipping on all European orders.
To request a return please email contact@elliejules.com
Please provide your email address and order number, which can be found in the original order confirmation email.
or more information on our returns and exchanges please visit our Refund Policy.

How long does it take to process my refund?

Once Ellie Jules receives, inspects, and approves your returned product, your refund will be credited to the initial payment method within 48 business hours.
Please remember it can take some time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@elliejules.com.

What methods of payment do you accept?

Ellie Jules is PayPal and ShopPay Verified and accepts all major credit cards supported by them, providing these methods of payment as an easy alternative payment method.
For more information please visit our Payments & Security.

What if my preferred payment method is not listed?

If you use an alternate payment method not listed here, please contact us prior to placing an order, and we will do our best to accommodate your request.

Are your products authentic?

Yes, we guarantee that all our products are 100% authentic, brand new, and have original tags, serial and/or case number numbers, and any accompanying authenticity cards, dust covers, etc.
For more information please see our Authenticity Assurance Policy.

What are your hours of operation?

We are available from 9:00 am to 17:00 pm GMT Monday to Friday.
Orders placed Saturday and Sunday will be processed Monday morning, except Bank Holidays.

Is your website secure?

For your peace of mind EllieJules.com uses Secure Sockets Layer (SSL) technology, (the highest standard in Internet encryption technology), to ensure maximum protection of credit card and personal information, whenever it is transmitted.

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