Delivery Information
All orders are sent via Royal Mail. Standard delivery usually takes approximately 2–3 working days; however, this is not guaranteed and may take longer due to delays within Royal Mail or courier networks. Expedited delivery is usually next working day when orders are placed before 2PM.
Express Delivery is available via Royal Mail Tracked 24 for £4.99.
Standard Delivery is available via Royal Mail Tracked 48 for £3.99.
Free delivery is available on all orders over £40.
We aim to ship all orders within one working day.
If you order Monday to Thursday before 2pm, your order will be shipped the same day.
Orders placed after 2pm will be shipped the next working day.
Orders placed Friday to Sunday will be shipped first thing Monday morning.
Incorrect Address Policy
We understand that address mistakes can happen. If you notice an error in your delivery address, please email us immediately at elliesmelts@gmail.com with the correct details. Orders are processed quickly, and we cannot guarantee that changes can be made before dispatch.
If an order is returned to us as undeliverable or incomplete, we may request additional payment to resend the order. If a parcel is delivered to the address provided at checkout, it is the customer’s responsibility to retrieve or arrange redelivery. We cannot offer refunds or replacements for orders placed with incorrect addresses, including missing house numbers, street names, or incorrectly entered postcodes.
Returns & Refunds Policy
We want you to be happy with your purchase and confident shopping with us.
Our returns policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, unfortunately we are unable to offer a refund or exchange. To be eligible for a return, items must be unused, in the same condition as received, and returned in their original packaging. Proof of purchase, such as a receipt or order confirmation, is required. Please do not return items directly to the manufacturer.
Only regular-priced items are eligible for a refund. Sale or discounted items are non-refundable. Items returned after 30 days, or items that are damaged, missing parts, or not in their original condition for reasons not due to our error, may only be eligible for a partial refund or may be refused.
Due to the handmade nature of our products and the natural properties of soy wax, cosmetic variations such as frosting or small air bubbles are not considered faults.
Once your return has been received and inspected, we will notify you by email to confirm receipt and advise whether your refund has been approved or rejected. If approved, your refund will be processed and automatically applied to your original method of payment within 2–5 working days.
If you have not received your refund after this time, please first check your bank account. Then contact your credit card provider, as it may take time for the refund to be officially posted. You should also contact your bank, as processing times can vary. If you have completed all of these steps and still have not received your refund, please contact us at elliesmelts@gmail.com.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us by email at elliesmelts@gmail.com with your order details. Items must be returned to Ellies Melts, 1–27 Bridport Street, Liverpool, L3 5QF, United Kingdom.
Returning Your Item & Shipping
To return your product, please send it to Ellies Melts, 1–27 Bridport Street, Liverpool, L3 5QF, United Kingdom. Customers are responsible for paying their own return shipping costs unless the return is due to our error. Shipping costs are non-refundable, and if a refund is issued, the cost of return shipping may be deducted from the refund.
Delivery times for exchanged items may vary depending on your location. If you are returning items with a value over £25, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.