Delivery To:

UK Delivery – Monday to Friday

Royal Mail Tracked 48 – 1 to 3 working days

Royal Mail Tracked 24, 1 to 2 working days – £6.99

Other 24hr Courier – £9.99

We will endeavour to dispatch all orders that are placed before 2 pm on the same day, Monday to Friday.* We also ship some orders on Saturday.

• Orders that are placed on a Friday after these cut-off times will be shipped on the following Monday.

Next day delivery cut off is 2pm Monday – Friday * excluding bank holiday.

*Delivery may take longer for certain AB, DD, FK, TD, PH postcodes, Northern Ireland, the Highlands and Islands of Scotland, and the Isles of Scilly.

European orders are delivered for £15.30 by Royal Mail within 3-10 working days

Delivery to the Rest of the World costs £25.40 and the US costs £26.00 and usually takes between 7-10 working days

Please note that items delivered outside the UK carry a weight limit (2kg for Europe, 1.5kg for outside Europe), items over these limits may incur extra delivery charges and customs fees.

Next day delivery cut off is 2pm Monday – Friday * excluding bank holiday.

Please note that delivery dates and times are approximate and we cannot accept liability for any delay in the delivery of goods, unless agreed to in advance in writing. Our courier service (next working day delivery) is NOT a guaranteed next day service, however, 99% of the time, deliveries happen the next day.

Returns Policy

Please complete the returns form after you have read the returns policy.  Click here to complete the returns form

Return or exchange an item within 30 days. If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item. Please note: Goods will only be accepted for return if they are dispatched within 30 days of delivery unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore, for your protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.

Items received that are incorrect must not have the packing opened or tampered with, we must be notified as soon as it is convenient and we will provide full instructions for an exchange. Incorrect products received with security seals or sealed packaging which the customer opens cannot then be returned for an exchange as they have been accepted by the customer.

If you are based outside of the UK we do not cover any postage charges to return items to us under any circumstances.

Any discrepancies or damaged items need to be reported within 36 hours of being delivered.

Replacement faulty items are sent back out to you free of charge within the first month of purchase.

All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. 

Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.

1. The goods must be unused.

2. The goods must be returned in their original condition & packaging.

3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.

4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.

5. The goods must be received back within 30 days from the day you received the order.

6. Lingerie and items of clothing are non-refundable and non-exchangeable.

7. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.

If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@ellepleasure.com

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@ellepleasure.com.

This is due to the intimate nature of the products sold on the Ellepleasure website.

Shipping & Returns

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.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

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.

Need help?

Contact us at support@ellepleasure.com for questions related to refunds and returns.