Our FAQs

A confirmation email will be sent to you after you place your order this will be an acknowledgement of your details and confirmation of your order. A contract between you and Ellu Amour is confirmed once you receive your tracking info. Under the following circumstances we reserved the right not to accept your order: if the is out of stock, does not pass our quality checking stage, or if we are unable to obtain authorisation for payment.
In the event the items you order are out of stock or delay you will receive an email within 48 hours.

How does the click and collect service work?

You can visit us in store for a quick, easy and free way to collect your order: You will receive a confirmation once your order is ready to collect.

Please bring the card you used for payment and a photo ID when collected.

What is the shipping cost?

We use DHL Express Delivery which normally takes 1-2 working days.

All orders = £7.50

DHL Express delivery service is provided for orders from the United Kingdom. Orders will be delivered within 1 – 2 business days. Orders placed by 1 PM will be shipped on the same day. Orders placed later than 1 PM will be shipped
on the following business day.

DHL does not deliver on the weekend, orders placed on Friday will be delivered the following Monday/Tuesday.

How do I process a return?

All items, including sale items, can be returned for a full refund for up to 14 days after receipt of the goods. Shipping costs are excluded.

To return goods please:

  1. Repackage your items carefully and securely.
  2. Enclose the copy of your order in the package.

What is your returns policy?

If you’re not perfectly satisfied with your order, you may return items within 14 days. Returned products must be in new, unused, and in unworn condition with an attached security seal, original packaging, and garment tags still attached. Please note we will not accept returns with removed security tags. We do not accept any items with indication that it was used. In such cases, the items) will be returned to the purchaser and no refund will be issued. For faulty or late returns past the 14 day return period please contact us. Goods are returned to the Boutique at the expense and risk of the customer. We recommend that you send the returns by recorded delivery for proof of postage. We can’t be held responsible for items that fail to reach us.

Once the returned item has been received by the boutique and if it complies with our Returns Policy, you will be credited to the account used to originally purchase the items. Please note, the original shipping charges will not be refunded. Payments can take up to 14 working days to process depending on your bank or payment provider.

Please note items bought as presents can only be refunded to the original cardholder.

How do I process an international return?

In order to prevent goods being held in customs when you are sending a return from a non-EU country please clearly mark the package as BRITISH RETURNED GOODS’. When filling in the export documents, under reason for export put GOODS BEING RETURNED TO SELLER FOR NOT MET CONDITIONS OF THE ORDER’ and use Customs Procedure Code (PC) 61 23 Fo1. If possible, enclose the original Airway Bill and Proforma Invoice.
For more information refer to Notice 236: Returned Goods Relief