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 7 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. If you'd like to include a gift message, just drop us an email at websales@rachelellen.co.uk and we'll do our best to help.

Do you offer gift wrapping?

We don't offer gift wrapping at the moment.

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 30-day returns window for change of mind returns. Items must be returned unused, in their original packaging, and in a resalable condition. You can return items by sending them back yourself (we recommend getting proof of postage), or we can provide a printable returns label for £3.50, which will be deducted from your refund. Please note that bundles and mystery bundles cannot be returned unless the complete bundle is returned in full. For faulty or defective products, we'll cover all return costs. 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.

When will I receive my refund?

Once we receive your returned item, we'll process your refund as soon as possible - within 5 working days. Refunds are returned to your original payment method.