What are your UK delivery options and costs?
We offer three UK delivery options:
- Free Standard Delivery: Available on all orders of £30 or over. For orders under £30, standard delivery is £3.95. This service uses Royal Mail Tracked 48, which aims for delivery 2 working days after despatch.
- Cards-Only Delivery (£1.95): If your order contains only three or fewer greetings cards, the delivery cost is reduced to £1.95 via Royal Mail 2nd Class, which aims for delivery within 2–3 working days after despatch.
- Express Delivery (£4.95): This service uses Royal Mail Tracked 24, which aims for delivery 1 working day after despatch. We aim for same working day despatch if your order is placed in good time before our courier collection in the afternoon.
How quickly will my order be despatched?
We pride ourselves on a quick turnaround!
For Standard Delivery, we usually despatch orders on the next working day. Please allow 1–3 working days for despatch, as this timeframe accounts for busy periods.
For Express Delivery, we aim for same working day despatch if your order is placed in good time before our courier collection in the afternoon.
Need your order urgently? If you are working to a tight deadline, please call us on 0115 9700321 before ordering to ensure we can meet your required despatch date.
Please note that Limited Edition Prints require an additional 2–3 working day lead time for production.
Do you ship internationally, and will I have to pay import duties?
Yes, we happily ship outside the UK!
Delivery is charged at £20.00 for Europe/Switzerland and £40.00 for the rest of the world. These are sent via Royal Mail International Tracked and Signed For™ or an international courier.
Please Note: Your order may be subject to local import duties and taxes upon arrival. Rachel Ellen Designs is not responsible for these charges, so please check with your local customs office before placing your order.
What is your policy if I change my mind about a purchase?
If you are contracting as a consumer, you have a 14-day cooling-off period starting the day after you receive the products.
- You must inform us in writing and return the item(s) immediately.
- We will refund the full price of the product and the original standard delivery cost you paid.
- You will be responsible for the cost of returning the item to us.
What should I do if my product is faulty or defective?
Please contact us immediately by emailing websales@rachelellen.co.uk. Include your order number, a description of the defect, and, if possible, a photo. For faulty products, we will refund the full price, original delivery charges, AND the cost you incurred in returning the item to us.
Do you sell to retailers/trade customers?
Yes, we do! Please visit our dedicated trade site at trade.rachelellen.co.uk for more information and trade pricing.
Do you sell spare straws or replacement parts for your water bottles?
Yes, we do! We stock replacement straws for both bottle types, which you can find in the Water Bottles collection on our site:
- For the full straw with the flexible mouthpiece : Please order the 1 Complete Straw (Product Code STRAW01).
- For the flip-straw bottle: Please order the 1 Inner Straw (Product Code STRAW02).
Can I send an order directly to the recipient as a gift?
Yes, absolutely! We are happy to help you send a parcel directly to a friend or loved one.
If your order is a gift, please ensure you indicate this in the 'Order Notes' section during checkout. You can also include a short personal message in the notes, and we will happily include a gift note inside the parcel free of charge.
Can't find what you're looking for?
If you still have questions about an existing order, a product, or a return, please send us an email. Be sure to include your order number (if you have one).
Please email us at websales@rachelellen.co.uk