Delivery
Delivery charges:
We currently only offer delivery to the UK.
Orders over £20 qualify for free standard delivery.
Orders under £20 will incur a delivery charge. The cost of this will be calculated at the checkout, as is dependent on the size and weight of the product.
Delivery timings:
Delivery timings are listed on each individual product page. Please note that different products may have different estimated delivery timelines and may be shipped separately even if ordered at the same time, as we use a variety of printing partners. For most of the products on this website, your items will be printed after you order them. The estimated delivery timings listed on the product pages include the time it takes to print and then ship your order. Managing your orders in this way (printing items once they are ordered) means that products are in fresh condition and you can select the perfect product type, colour and size to complement each of your favourite designs whilst also ensuring minimal environmental impact, as this method reduces waste. We thank you for your patience whilst your order is printed and for helping the environment whilst doing so.
Shipping providers:
Our products are shipped via Royal Mail 1st or 2nd class. We are bound my Royal Mail’s delivery times and compensation policy in the event of loss or damage. Please contact us if your order has arrived damaged or if your order has not been delivered within 10 working days from the dispatch date. for 7×5″ and 5.5×5.5″ greeting card orders, 30 days needs to have passed before we are able to arrange a replacement due to non-delivery, as we are bound by the terms and conditions of our printing partner for these items.
Royal Mail’s estimated delivery times are as follows:
Royal Mail 48: 2-3 working days
Royal Mail 24: 1 working day
Order not arrived:
If you placed an order with us more than 14 days ago, contact us via email (mail@ellienewbury.com) and we will look into it for you.
Packaging
We are environmentally conscious when it comes to packaging and have sourced printing suppliers that ship orders in recyclable, recycled or biodegradable materials. Some items will be delivered separately because they are shipped from different printing partners.
Returns
Faulty Items
If you have received an incorrect, damaged or faulty item, please let us know via email (mail@ellienewbury.com) within 7 days of receipt so that we can rectify the issue. You will need to provide your name and order number for us to process your request.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your incorrect, damaged or faulty item is received and inspected, we will issue a replacement item or issue a refund back to your original form of payment within 14 days from when we receive the returned items. Customers are responsible for their own return postage costs.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Changed your mind?
We would appreciate it if you could think carefully before purchasing our products to avoid unnecessary returns as most our items are printed to order and we wish to avoid the unnecessary environmental impact of waste and unsold stock. Returns and refunds also cost us money, which can add up for a small independent business like ours – so we appreciate you thinking carefully before requesting a return or refund. Thank you.
Under UK law, we are obliged to refund items bought online if you inform us within 14 days of you receiving your goods. You have another 14 days to return the goods once you have told us. Customers are responsible for their own return postage costs.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 14 days.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Changes to orders not shipped
If you would like to make an amendment to your order, we will do our upmost to assist but cannot guarantee this. Please contact us as soon as possible via email (mail@ellienewbury.com) with your desired amendments. Products are printed to order so if your order is already in production, we will be unable to amend or cancel your order.
Incorrect Delivery Address
If the incorrect address is provided at checkout and your order has already been dispatched, we are unable to accept any responsibility. If the item is undeliverable, the order will be returned to our printing partner’s customer service centre. You will be responsible for any re-shipping costs once you provide the correct delivery address.
Need Help?
Contact us at mail@ellienewbury.com for questions related to delivery, refunds and returns.
Effective Date of this policy: 6th March 2023