At The Ellie Rose Collection we believe in excellent customer care and environmentally friendly wholesale. Basically, amazing products that are kind to you and the planet.
If you have a compliment, or if you aren’t 100% happy, contact our team straight away at [email protected] You can also reach us on Facebook Messenger. Your feedback helps us understand what works, and what needs improvement. You might notice we don’t provide a telephone number- this is because we are a small team who spend most of our time in the workshop. We are much better at helping you via email and messenger.
We hope you have a fantastic experience with us, and that your order reaches you speedily and safely. We take great care to make & pack our products so they arrive in perfect condition, without using plastic, polystyrene or excessive packaging.
When you order online with us, you agree to provide:
We accept payment via Debit Card and Credit Card. Once you have ordered with us and we have received payment, we’ll send you an order confirmation email.
Everything is made fresh to order, and we advertise lead times across the website. We will also follow up with a dispatch confirmation when your order is on its way to you.
If your order hasn’t arrived as you expected, please let us know. Please report any order discrepancies within 48 hours of receiving your order.
Should an order arrived damaged, please sign for it as ‘damaged’ and take a photo to support any resulting claim.
If you have a complaint relating to our Terms and Conditions, service or products, we will be pleased to help resolve the complaint. We want you to have the best experience possible.
You can make a complaint at [email protected]
Product Variance Disclaimer:
Due to the nature of hand made products, using natural ingredients, products may vary in colour or design. For example, storage and transport can affect a product’s appearance.
Delivery costs are calculated based on order size/weight and the shipping location.
We accept orders from customers around the world, however, online shipping estimates are only available to UK addresses. For EU orders, please contact us directly for a shipping quote.
Currently, we ship via Royal Mail, Parcel Force, DPD, UPS, and a range of couriers, to provide you with the best delivery service.
Orders are dispatched Monday-Friday and may arrive Monday-Saturday when shipped via Royal Mail, or Monday-Friday with other couriers.
Detailed delivery information is available at the checkout. If you live in more remote areas of the UK (eg Scottish Highlands and Islands) please allow an extra 24 hours for delivery.
When providing a delivery estimate this is dependant on the advertised lead time. For example. for a 2 week lead time, please allow an extra 24-48 hours for delivery.
If we are unable to ship to you for any reason, we will be in touch before dispatching your order.
The recipient/customer is responsible for paying all customs duties, charges, and taxes. We cannot accept responsibility for items returned as a result of failure to pay any necessary fees.
Our products may be sensitive to heat and direct sunlight. As such, they must be stored appropriately upon delivery. Storage instructions are provided on each product listing.
If you are not likely to be available to accept your delivery, please have your box shipped to an alternative address where it can be received immediately on arrival. If the address you provide is incorrect, or if your items are spoilt as a result of you being unable to receive your package, unfortunately, we cannot offer a remedy, refund, or replacement.
We may offer free delivery as part of a promotion. We reserve the right to withdraw/discontinue this promotion at any time, without notice.
Our prices, as stated on our website, are in pound sterling excluding.
We reserve the right to alter our pricing at any time. International orders may incur bank charges for overseas transactions and currency conversions.
Cancellations Returns & Refunds
We make everything by hand, fresh to order. Once an order is placed, our expert makers immediately get to work preparing ingredients and supplies. For this reason, we are unable to offer returns, cancellations, or refunds.
We understand that mistakes happen. If for any reason you need to cancel your order, please contact us in writing within 24 hours of purchase. You can do so by emailing [email protected].
Cancellation requests within the 24 hour period will be considered, however, any request received thereafter will not be eligible for cancellation. Any cancellations are offered at our sole discretion.
If we have made a mistake, or an order is unsatisfactory, please let us know and we’ll do our best to fix it. We will need to investigate any claims thoroughly for traceability and quality control.
In the first instance we will assess your complaint, and if remedial action is appropriate may offer a replacement, credit to your account, or refund.
Liability, Loss & Damage
All information provided on this website should be considered as general guidance only.
Our products are sold as advertised on the product listing and we do not make any claims regarding the use or performance of the products. The ordinary, or otherwise, use of our products is outside our control. No representation or warranty, expressed or implied, is made as to the effects or results of such use, including damage or injury.
The Ellie Rose Collection expressly disclaims responsibility as to the ordinary, or otherwise, use of our products.
Furthermore, nothing contained herein should be considered as a recommendation by The Ellie Rose Collection as to the fitness for any use.
The liability of The Ellie Rose Collection does not include any consequential loss. This applies in all cases, even ones arising from our error. The user of the products is solely responsible for compliance with all laws and regulations applying to the use and resale of the products.
The Ellie Rose Collection shall not be liable for any incidental, special, punitive, or consequential damages for products purchased herein including, without limitation, loss of profits or revenue, loss of use, or increased costs of doing business.
For all products we sell, we obtain a Cosmetic Product Safety Report. We provide ingredients, weights & measures information on each product listing.
The Ellie Rose Collection takes no responsibility for how you use the information provided. You must consult with your doctor or trained Aromatherapist before starting any new treatment or if you have any pre-existing medical conditions. The Ellie Rose Collection offers no medical advice, and nothing contained on its pages intends or claims to be professional medical advice