FAQ

Product Questions

What age are your products suitable for?

Our products suit all ages! While our children's gifts, colouring books, and accessories are designed for ages 3-12, we also create greeting cards for milestone birthdays up to age 90, seasonal cards for everyone, and stationery including notebooks perfect for adults. Each product includes age guidance where applicable, and all items meet UK safety standards.

Are your products safe for young children?

Yes! All Rachel Ellen Designs products comply with UK and EU safety regulations. Our greeting cards, colouring books, and stationery are made with child-safe materials. Items with small parts (like enamel pin badges) include age warnings and are recommended for children 6+ years. We're committed to quality and safety in every design.

Where are your products designed and made?

All our products are lovingly designed right here in Nottingham, UK by our talented team. We're proud to be a British brand creating colourful, standout designs that celebrate every occasion. Our greeting cards are also printed in the UK, supporting local manufacturing.

Are your products eco-friendly?

We're committed to sustainability. Our greeting cards are printed on FSC-certified paper from responsibly managed forests, and we use recyclable packaging wherever possible. We continuously work to reduce our environmental impact while maintaining the premium quality our customers love.

Ordering & Delivery

Do you offer free shipping?

Yes! We offer free standard UK delivery on orders over £30. For orders with 3 or fewer greeting cards, delivery is just £1.95. Orders under £30 have a £3.95 delivery charge. We also offer Express Delivery for £4.95 with same-day dispatch where possible.

How long does delivery take?

UK orders are typically dispatched within 1-3 working days (up to 4 working days during busy periods). Standard delivery usually arrives within 3-5 working days from dispatch. Express Delivery and orders over £30 include tracking information so you can follow your delivery progress.

Do you ship internationally?

Yes, we ship worldwide! Delivery to Europe and Switzerland costs £20, and delivery to the rest of the world is £40. International delivery times typically range from 7-14 working days depending on your location.

Can I track my order?

Yes! Orders using Standard Delivery (£3.95), Express Delivery (£4.95), or qualifying for free delivery (£30+) include tracking information. You'll receive a confirmation email with tracking details once your order ships. Please note that the £1.95 card-only postage option does not include tracking.

Gifting

Can I send products directly as a gift?

Yes! You can enter a different delivery address at checkout to send items directly to the recipient. We don't include pricing information in gift packages, making it perfect for surprise deliveries to grandchildren, nieces, nephews, or friends' children.

Do you offer gift wrapping?

Our products are beautifully designed and gift-ready! Many customers use our greeting cards and items as complete gift sets. While we don't currently offer gift wrapping services, our premium packaging ensures products arrive in perfect condition ready to delight.

What's the best card for a child's birthday?

It depends on their interests! Our birthday card collection features unicorns, dinosaurs, animals, sports, and more. For ages 3-6, our bright animal and character designs are popular. Ages 7-12 love our trendy designs with gold foil accents. Browse by age or theme to find the perfect match.

Returns & Customer Service

What's your returns policy?

We offer a 14-day cooling-off period for change of mind returns. You'll receive a full refund of the product cost and original delivery charge (you pay return shipping). For faulty or defective products, we'll refund everything including return shipping costs. Items must be unused and in original condition. Please contact us at websales@rachelellen.co.uk with your order number to arrange a return.

How do I contact customer service?

We're here to help! You can reach our friendly team via email at websales@rachelellen.co.uk or through the contact form on our website. We typically respond within 1 business day and are happy to answer any questions about products, orders, or custom requests.

Can I exchange a product?

Yes! If you'd like to exchange an item for a different design or product, contact us at websales@rachelellen.co.uk within 14 days of receiving your order. We'll help you arrange an exchange quickly and easily.

When will I receive my refund?

Refunds are processed as soon as we receive your returned goods. The refund will be returned to your original payment method and should appear in your account within a few business days depending on your bank.