PO Box 8147, Mauchline, Scotland

We do NOT have a bricks & mortar shop that you can visit. Business hours are usually Monday – Friday, 9 a.m. – 4:00 p.m. GMT
The best way to contact us is via email

If you want to contact us or leave feedback, please complete and submit the form below – we’d love to hear from you!

Please ensure you leave a valid email address so we can contact you, and check your junk mail folders for our email.

Alternately, you can write to us via snail mail at the address above.

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Trade Enquiries: We are not actively seeking trade relationships currently but appreciate your interest

Frequently Asked Questions

Please read our FAQ before sending us a message.

ORDERING & PAYMENT

Our shop is fast, convenient and secure, allowing you to browse, click and buy quickly and easily and with confidence. Not only that, but through your account panel you can check your order history and create a wish list.

You will receive a confirmation email that your order has been received.  After this, you will be able to view your order online.  Your order will then be processed (this takes a varying amount of time) and then you will receive another email from us to advise when your order has been completed and dispatched. This email will also contain a copy of your invoice. A printed copy of your invoice will be enclosed with your package.

We accept Mastercard and Visa via the Paypal gateway – click here for more info on how to pay.  You do not need to have a Paypal account in order to use your credit card to make a payment via Paypal. In all cases, payment must be made in full at the time of ordering. All pricing on the site is shown in GBP (pounds sterling) and is the Recommended Retail Price (RRP). We have no control over what currency rates are used by PayPal. Prices are subject to change without notice. Orders made using Paypal are charged immediately.

You may check the status of your order at any time by logging into Your Account, and selecting Order History.

If an item is one that we still carry, we will place it on back order for you and you will receive notification of this by email. If an item is out of stock there will be an option to back order the item.  Back orders will be fulfilled on a first come first served basis.  We have currently switched off the option to backorder out of stock items as it was causing confusion.  Now if an item is out of stock you will not be able to order it.

DELIVERY INFORMATION

We dispatch your orders quickly and in most cases within 24 hours of ordering, however some orders may take longer to process. If your order is for a “made to order” item (bagmaker’s kit, gift boxes for sewers, some handmade items etc), it may take longer during busy periods. Should any unforeseen delay occur, you will be notified within 48 hours of placing your order. We sent all orders to the address you give when you place the order.  Please ensure these details are correct and that there will be someone there to accept delivery. If you need an item urgently, please contact us and we’ll see if we can help. All orders are dispatched via The Royal Mail and UK delivery should take 1-4 working days depending on delivery options and stock availability. International orders can take between 1-6 weeks and this is outwith our control. We cannot accept responsibility for late deliveries due to circumstances beyond our control.

We are not responsible for any errors made by the Post Office. However, if you have not received your package within 3 weeks of receiving your shipping notification for UK and 6 weeks of receiving your shipping notification for international, please contact us ASAP and we will look into your order details and try and assist you.  We always obtain a proof of posting for all orders. Trackable shipping options are available at checkout.

RETURNED MAIL
If a package is returned to us because the address provided to us was not correct, we are not responsible for the cost of re-shipping. We will contact the buyer to obtain the correct address but the buyer will be responsible for re-shipping and handling costs which will need to be paid in advance of re-shipping the order.

UNCLAIMED OR REFUSED MAIL
If the delivery is refused by the recipient or the package is unclaimed for any reason, the order will not be refunded unless the package is returned to us. If the package does return to us then a refund will be applied for the cost of the items only.

Prohibitions and Restrictions apply to some countries and are beyond our control. For more details please visit the Royal Mail website and select your country to view what items are prohibited or restricted. We check this list before we send any items outside the UK and reserve the right to cancel any order for prohibited or restricted items. Apologies for any inconvenience which is beyond our control.
http://www.royalmail.com/personal/international-delivery/country-guides

Whoever your order is addressed to is responsible for any customs fees, duties and taxes that may be incurred on your purchase. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. The person receiving the goods will receive a separate request for payment of these charges by the responsible body. Unfortunately we have no control over these charges and cannot predict what they will be or if they will be charged. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there. If your order gets stuck in customs, the recipient needs to contact their local customs office and pay any additional charges or taxes to release the goods. We are unable to do this on your behalf. These charges are NOT included in the item price or shipping costs.

CANCELLATIONS & REFUNDS

Your Right to Cancel
Please not that this right to cancel is in addition to your other statutory rights as a consumer and our standard returns and exchanges policy below. If you are a consumer (ie you are not a business and you are not purchasing products from us for purposes that are wholly or mainly in connection with any business you may have or trade that you run) you have the right to cancel the contract formed with us when you purchased products on our site.

Cancellation Period
The cancellation period starts when we send you the dispatch confirmation email – this email indicates that your order has been accepted by us and, therefore, that a contract has been formed between us – and ends 7 calendar days after the day on which the product(s) is/are delivered to you.

How to Cancel
To cancel your order, you need to send us and email or letter stating clearly that you want to cancel your contract/order. You must send your email or letter to us before the end of the 7 day cancellation period. You must then send the products back to us in their original pristine condition – see REFUNDS for more information. This must be done within 7 days of sending the email to us. We are not obliged to give you a refund until we receive the products back from you. We strongly recommend that you use a secure or trackable method ie Recorded or Special Delivery – and that you retain your proof of postage. Please ensure that you pack all items carefully and securely to prevent damage during transit – ideally please use the same packaging & box that the items were sent in if that is still in good condition.

Refunds
All items returned for refund must be in their original pristine condition, unused, unmarked, unwashed, unworn etc. and not subject to unnecessary handling by you eg if you have handled the products beyond the kind of handling that might be reasonably expected to occur in a shop. We will only refund the cost of the item and not the shipping charges unless the mistake is ours. Return shipping costs are also the responsibility of the buyer.

Provided you have cancelled the contract as above and the goods have been received in good condition, then we will refund the cost of the items only, not the shipping costs, via the original payment method within 28 days of receipt.

RETURNS & EXCHANGES

RETURN POLICY
We want you to be satisfied with your purchases at Love Ellie. If you are dissatisfied, please contact us immediately. Please note that there is no exchange or return on 1. cut fabrics, ribbons, cords, trims etc, 2. any personalised products, 3. items that have been customised or made to your specification 4. other products that have been specified as non-returnable. We do not refund original shipping costs unless we sent you the wrong item. Return shipping is the responsibility of the buyer.

EXCHANGES
Should you wish to exchange an item, please contact us and we will advise if this is possible. Please note that the period for exchanges is the 7 days from the dispatch date, just as it is with returns, and all items being returned for exchange must be in an unused, undamaged, saleable condition.

FREQUENTLY ASKED QUESTIONS

If you have subscribed to our mailing list (newsletter) you will get a maximum of 1-4 newsletter emails per month.  You can unsubscribe at any time.  We will not share your email address with any 3rd parties.  We hate spam!

Please note that the colours you see on your device screen may not exactly match the colours of the items for sale. All computer monitors, tablets, phone screens etc are calibrated differently and have different resolutions that can affect colour display. The photos and descriptions taken for each item endeavour to give you as much detail as possible about the item for sale, however please be aware that because of device display issues the colours displayed on screen may not exactly match the colours of the item you receive.

We are an online shop only at this stage but we hope to in the future if the right opportunity presents itself. The good news about that is that we are open 24/7 all year round and can supply anyone regardless of where they live!

We take your privacy very seriously and would never share your details with any third parties.  This information includes your name and address, contact details or payment information.  According to the Data Protection Act 1998 we only collect information about our customers to enable us to process your orders. Like all other websites, this site also uses tracking cookies.  Websites use these cookies to track visitor behaviour and trends.  Please remember to clear your browser of cookie data on a regular basis. Our site uses a GeoTrust SSL (Secure Sockets Layer) 128-bit validation certificate that provides up to 256-bit SSL encryption.    All financial transactions take place via Paypal’s secure server.  We do not store your financial data on our servers.

Well you can buy them right here on this here website!  The type and quantity of handmade items will change over time but just click on the shop link at the top of the site to view what handmade items are currently available.

The short answer is if it is not on the website for sale, then no.  Each item is handmade and in limited quantities.  We also like to change things up rather than making the same thing over and over.  Trends and seasons also play a part in what is made for sale.

Due to the current workload we are not able to offer any bespoke or customization services at the moment.

I have a BA in Design and I studying surface pattern design which I am enjoying immensely.  Surface pattern is all around us, from fabric to wallpaper; stationery to ceramics, pattern can be applied to many different surfaces.  I also design logos, and other graphics that you see on this website and a little bit of personal web design.

At the moment we have two Etsy shops, but some of that may change over time. This website will always be the best place to contact us and purchase products etc.

At the moment we not seeking any trade partnerships for our current range of products, but this may change in the future.

We do not offer any wholesale prices for our products at this time.

Bag-making, sewing supplies and craft supplies are sourced via our suppliers list. Our suppliers list is confidential and not something that we can share.

Please click on the Lost Password link at the top right corner of the website and follow the instructions to reset your password.

Please contact us and we’ll be happy to help

If you have a valid coupon code, you can enter this on the Basket/Cart/order review page which is the final page before you place your order ie before you proceed to Paypal. Enter the coupon code in the box and then click “Apply Coupon”. This MUST be done before you click on “Proceed to Checkout”.

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