Help Centre
How can we help?
My Account
You can create an account by visiting the Sign In/Register link at the top of the homepage. You'll be able to view your complete order history, track current orders at the touch of a button and receive up to date news on ellesse, such as new products and current promotions!
As we’ve a great new website, if you’ve shopped with us before you’ll need to create a new account too when you next purchase. Previous sign in details are no longer valid and the order history cannot be seen. If you've got any questions, you can get in touch via our contact us page.
If you'd like us to delete your account, get in touch with us via our Contact Us page and we'll sort this for you.
Unfortunately not. Once you've created an account with us, it would either need to be left alone or deleted completely & a new account created with your preferred e-mail account. We wouldn't be able to change your address for Data Protection reasons.
No, you can order from our website without registering. However, free registration offers a range of extra benefits. You can track the process of your orders and save your order history, for instance. You can also rate and review your purchases, and share your favourite items with friends via social media sites.
There may be several reasons why you can't log in to your account. You should see an error message of some sort when you try to log in, but even if you don't, get in touch with us via the Contact Us page and we'll try to help you. Try and summarise the issue the best you can, and we'll get our experts to cast their keen eyes on the problem.
Absolutely not. Your e-mail address will only be seen by ellesse, and if you've opted in to any newsletters, you'll only see the latest ellesse content and nothing else.
On the log-in page, below the Password box you'll see a link that says 'Forgot my password'. When you click this link, type in the e-mail address that's associated to your account. A few minutes after, you'll get an e-mail in your inbox and that will contain instructions on how to reset your password.
Visit the My Account page and select the option for forgotten password. You will then be able to enter your email address and we will send you a new temporary password by email, usually within 15 minutes. Please change the temporary password when you next log in.
Please visit the My Account page on our website and select the option for forgotten password. You will then be able to enter your e-mail address and we will send you a new temporary password. Please change this when you log in. If you receive an error message to inform you that your account has been disabled, please contact our Customer Service Team to request that you account it enabled. If none of the answers given in our FAQ section have helped, You can contact us by completing the form on the Contact Us page.
Orders, Delivery and Returns
How it works
Sometimes things just don’t work out. We want to make returns simple, and as long as your item is still in its original condition, we can make it happen.
All items can be returned within the first 30 days for a refund
*all purchases made on or after 1st November can be returned until 31st January
We’re working on it, but right now you’ll need to cover the cost of return shipping. If your item is faulty, we’ll reimburse any shipping costs.
Whichever courier you use, we’d always recommend using a signature-required service and keeping hold of the proof of postage slip.
Unfortunately, we are unable to process exchanges. If you wish to return the product you can return it for a refund, and re-order
If you’ve got a question about your order, or aren’t completely happy with your purchase, you can get in touch with our customer service team.
Our team are available 8am - 8pm (GMT) Monday to Friday, and 9am to 4pm (GMT) on Saturday (excluding Bank Holidays).
You'll get an e-mail to confirm that your order has been placed. This will summarise the item that you've ordered as well as the total value of the order.
To view your Order History, login to your account and then visit My Account at the top of the homepage, and then click on Order History.
The reason we ask for this is because you will be sent written confirmation that you placed an order with us. In the event that you need to contact us, it's important that you have this confirmation to hand.
Once you've added the item(s) to your basket, click on the shopping trolley symbol at the top of the page and click Checkout. Then, complete the steps presented to place your order. However, if you need any more help feel free to reach out via the Contact Us page.
The first thing we'd need to check is that your parcel was still in-tact. If there's any damage to the packaging, it's possible that some items may have gone missing. However, if there were no signs of damage when it was delivered to you, we can investigate further. Get in touch via the Contact Us page.
First of all, we're sorry to hear that this has happened. We can assure you this doesn't happen often, but we'll do our best to sort it for you. We'll need you to get in touch with us and confirm your order details. Once you've done this, we'll be able to investigate further. We'll likely need to contact the delivery company first just to confirm a few details..
If you've placed an order with us before, but didn't log in to your existing account, it won't appear in your Order History. Even if your e-mail address is registered, but you checkout as a guest, the order won't appear. You will only receive a confirmation via e-mail.
We do require a contact number that we can reach you on in case there's an issue with your order. Don't worry, we only ask for your number for the purpose of reaching you about your order, so it won't be used for any other reason.
If you're having trouble placing your order, we'd recommend the following: - Make sure that all required fields have been filled - Be sure not to exceed more than 35 characters in the 'Address Line 1' section of the checkout. - Trying a different web browser might also do the trick. If you're still having problems after trying what we've recommended, please let us know.
Your tracking should tell you whether it's still possible to collect/organise for the re-delivery of your order. If you need any help doing this, reach out to us via the Contact Us page.
Unfortunately, we can't accept an order without a valid e-mail address.
We're best placed to help you with any delivery questions you have, since we're able to get in touch with the delivery company directly. Get in touch with us via our Contact Us page and we'll look into it further for you.
There's a possibility that the e-mail address you provided wasn't typed in correctly. In this case, your best way of checking if your order was placed is to confirm the date/time of your purchase with us and we can check our systems. Also, be sure to check your Spam/Junk folder as it may have gone in there. Alternatively, if you see that the money has left your account, it's likely that the order was successfully placed.
Visit the Shipping & Delivery section of the site, which will tell you how long your order should take to arrive at your doorstep depending on the service you've selected.
If you need us to speak to someone else about your order, we'd first need written consent from you advising that you authorise us to speak to this person. Until that point, it's only you we can speak to about your order.
If you have an account you will be able to see your order history at a glance. To see your order history, sign into your Account and go to My Orders to see your order history. If you have placed an order without creating an account you will unfortunately not be able to view your order history. There are lots more benefits to creating an account with us, faster and easier shopping, receive news and special offers, on top of being able to track your order.
Depending on the size and quantity of the items you've ordered, it may arrive in 1 or more parcels. If you're worried about receiving multiple parcels, reach out via the Contact Us page and we can check the order for you and advise you how it should arrive.
First of all, we're sorry to hear that this has happened. We can assure you that all orders are quality-checked before leaving us, so we can only assume that it's happened on its way to you with our carrier partner. We'd kindly ask you to send us a photo of the packaging that you've received. You can reach out via the Contact Us page.
Depending on how many previous delivery attempts have been made would mean whether or not your order is still with the courier or on its way back to us. Normally, our couriers will make 3 delivery attempts before returning the parcel back to the sender. If you have any concerns regarding your order, you can reach out to us via our Contact Us page.
We use a variety of different delivery partners to ship our orders, and when you've placed your order it'll be assigned to one of them, based on many factors from the time your order was placed, the destination and the time in which our Distribution Centre are packing your items. We expect all of our partners to provide exceptional service in getting the parcel to you, however feel free to reach out via the Contact Us page with any concerns.
If an incorrect item/s has been sent, please contact the customer service team, where we will be able to assist you further to resolve
We strongly recommend contacting the person who bought the item for you to request a return, as we can only accept returns from customers who have bought directly from our website and are in line with our Returns Policy. However, if this is not possible, please do contact our customer service via the Contact Us page, providing as much detail as possible regarding the order.
You will receive a confirmation e-mail when your order has been placed, but you won't receive a VAT receipt. However, we can create one for you if you require this.
If you are returning item(s) from your order, and in doing so this takes your order below the threshold to receive the promotional item in question, you'll need to return it to us. However, if your order is still above the threshold even after returning the item(s) back to us, you can keep the promotional item.
If you're out, the delivery company will leave a calling card and will usually make another attempt the next working day. To rearrange delivery please contact our customer service team via the Contact Us page. Alternatively you may be able to collect your order from the local depot.
You should receive a confirmation email within a few minutes of ordering, although it can take slightly longer at peak times (don't forget to check your 'Spam' or 'Junk' folder if you can't see the message in your inbox). Please note: if you entered the wrong email address, we won't be able to change this once the order has been placed.
Once your order has been dispatched, you will receive a link to track your order via e-mail. Alternatively, if your order can be found in your Order History, you can also track it there.
Add your products to your shopping bag, then click 'checkout' to enter your payment and delivery details. If you need help to complete the process, please contact our Customer Service team by visiting the Contact Us page.
Once you have placed a new order with us, we'll keep you updated. We'll let you know your new order number once you have completed the checkout process. This will be shown on-screen. We will also send a order confirmation to the email address you have provided. Finally, you will receive a despatch confirmation email to let you know you order has left our warehouse. If you notice any of the details on your order confirmation email are incorrect, please contact Customer Service via the Contact Us page as soon as possible.
If you wish to cancel or amend your order, please get in touch with us through the Contact Us page as soon as possible. Please note that due to our fast order processing service, we can request order cancellations or amend any products once the order has been placed (such as a slight typing error in the address) but this is not something that we can guarantee. For big changes to an order such as a completely new address or adding additional items, for security reasons we would have to follow the cancellation process and a new order would need to be placed on the website. If we are unsuccessful in cancelling your order, you may return the order back to us for a refund, please see our Returns Policy for more details.
No, you can order from our website without registering. However, free registration offers a range of extra benefits. You can track the process of your orders and save your order history, for instance. You can also rate and review your purchases, and share your favourite items with friends via social media sites.
Your order number will be displayed on screen at the end of the checkout process. We will also send an e-mail to the e-mail address you provided when placing your order for confirmation, and you can also find your order number there. If you have created an Account on our website, your order number will be in your order history records. If for any reason you do not have your order number and would like us to issue it to you, please contact our Customer Service Team via our Contact Us page and we will be happy to help.
If you discover items are missing from your order, or if there is anything else you need to make us aware of, please use our Contact Us form to get in touch.
You should receive a shipping confirmation email once your order has been dispatched (don't forget to check your 'Spam' or 'Junk' folder if you can't see the message in your inbox). Please note: if you entered the wrong email address, we won't be able to change this once the order has been placed.
You do not need to contact us before returning unused items within 30 days. However, in the event that an item from your order is faulty, you may return the item to us by following the normal returns procedure. Please visit the Delivery & Returns section of our website for more information on how to return the faulty item to us.
Payments and Discounts
This could be for a number for reasons: • Did you type the information correctly? • Is it the right type of card? • Could your own security checks be stopping the payment? If you feel that your issue isn't based on any of the above, get in touch via the Contact Us page and we'll try and help.
We accept Visa, Visa Debit, Visa Electron, Mastercard, Maestro, AMEX, Discover and PayPal.
Please ensure that you have entered your card details correctly - an incorrect card expiry date or security code will reject a payment from being processed. If all your details have been entered correctly, please ensure that there are enough funds within the account to allow us to take payment. If you continue to experience problems, we would advise that you contact your bank or card issuer. If your bank confirm that there is not an issue with your account please contact our customer service team via the Contact Us page.
Step 1. Once you’ve spotted something you love simply select it, choose your size, colour or quantity and click ‘Add to bag’.
Step 2. Next, click ‘Your bag’ and you can enter your discount code below in the little box titled ‘Promotional code’. Make sure you enter all your promotional codes here, exactly as they appear.
Step 3. Click ‘Apply’, a message will appear just under the promotional code box to let you know if the code has been successfully applied.
Step 4. To finish it off head to ‘Checkout’ and add your payment details by following the instructions. It should be nice and easy but if you get stuck don’t struggle. Just reach out to the Customer Service team via our Contact Us page.
Step 2. Next, click ‘Your bag’ and you can enter your discount code below in the little box titled ‘Promotional code’. Make sure you enter all your promotional codes here, exactly as they appear.
Step 3. Click ‘Apply’, a message will appear just under the promotional code box to let you know if the code has been successfully applied.
Step 4. To finish it off head to ‘Checkout’ and add your payment details by following the instructions. It should be nice and easy but if you get stuck don’t struggle. Just reach out to the Customer Service team via our Contact Us page.
If there's an item in your basket that's part of a website promotion, your code may not apply the discount to your order. However, if you feel the code hasn't been set up correctly, we can look at this for you. Reach out to us via the Contact Us page.
Unfortunately, we won't be able to extend the code for you if it has already expired. We're really sorry about this. However, if you were not able to use the code prior to it expiring due to a technical issue, get in touch via our Contact Us page and we'll investigate further for you.
In your shopping basket, there will be an area where you can type in your code. Click on Promo Code, type it in there and finally click on Apply.
If you are returning item(s) from your order, and in doing so this takes your order below the threshold to receive the promotional item in question, you'll need to return it to us. However, if your order is still above the threshold even after returning the item(s) back to us, you can keep the promotional item.
Make sure that you're entering the code correctly on our website. It may be case sensitive so we'd advise to try in both uppercase and lowercase.
In most cases, a promotional code issued on our website cannot be used in conjunction with another code or a promotional event taking place on the site. If you have any queries regarding this, please refer to the Terms & Conditions. Alternatively, you can reach out to us via the Contact Us page.
Terms and Conditions
Please refer to our Terms and Conditions page.
Please refer to our Privacy Policy page.
Please refer to our Cookie Policy page.
All students with a valid student ID are entitled to receive a 15% discount at ellesse.com on full price items only
- To redeem the Discount online, you must login through the Student Beans verification platforms and enter your code at checkout.
- The Discount is only valid online for Student Beans members.
- Discount cannot be exchanged for cash and is non-transferable.
- Discount cannot be used in conjunction with any other offer or promotion.
- Returned items will be refunded at the discounted price paid. This does not affect your statutory rights.
- Ellesse.com reserves the right to refuse any student ID that it deems to be invalid or fraudulent.
- A copy of your proof of purchase should be retained for refund purposes.
- If you return any Offer products you will receive a full refund of the Offer amount paid.
- Our Full Returns and Delivery Policy applies, please refer to these policies for full details.
- Ellesse. Limited reserves the right to amend these Terms and Conditions, or to discontinue the Offer at any time.
- Nothing in these terms and conditions shall affect your statutory rights.
- The Offer shall be governed in accordance with the laws of England and Wales.
- 15% off coupon code when you refer a friend.
- The Offer can be redeemed by adding ellesse Products to your basket and entering the promotion code included in the email.
- The Offer is only redeemable against ellesse products purchased online at www.ellesse.com
- The Offer can be only redeemed once per person.
- The offer is only valid on full price items.
- The Offer is not transferable and cannot be exchanged for cash.
- The Offer is available to residents of United Kingdom, Channel Islands and the Isle of Man. The Offer cannot be used in conjunction with any other coupon code or discounted product.
- A copy of your proof of purchase should be retained for refund purposes.
- If you return any Offer products, subject to compliance with our Returns and Delivery policy, you will receive a full refund of the Offer amount paid.
- Our full Returns and Delivery Policy applies, please refer to these policies for full details.
- ellesse Limited reserves the right to amend these Terms and Conditions, or to discontinue the Offer at any time.
- Nothing in these terms and conditions shall affect your statutory rights.
- The Offer shall be governed in accordance with the laws of England and Wales.
FAQs
The size guides for individual products will be available within that products' page.
The size guides can also be found at the bottom of every page under the 'More from ellesse' section.
Our reputation for quality products and service is very important to us, so rest assured that we'll do everything we can to resolve this issue quickly. Please reach out to our Customer Service team by visiting the Contact Us page for further assistance.
Please be advised that the amount of time specified for the delivery of your order begins the working day after it was dispatched from our warehouse. If your order is still within the specified timeframe as mentioned on the Delivery & Returns section of our site, we advise that you wait until the final working day in order to receive your order. If, however, your order has still not arrived after the estimated timeframe, we recommend that you reach out to us via the Contact Us page and we will investigate the whereabouts of your order.
If you have received confirmation of dispatch but your order has not arrived, please ensure that you have allowed sufficient time according to the estimated delivery times provided to you on your Shipping Confirmation Email. For information regarding our delivery services, please visit our Delivery page. If the delivery date has passed and you have not received your order, please use our Contact Us form to get in touch and we can assist you further.
Have you not found a solution to your problem? You can reach out to us via the Contact Us page. Once you have submitted your query, we will endeavour to respond to you within 24 hours.
All tracking information will be given to you in a confirmation e-mail when your order has been dispatched. If you are not able to see any tracking reference, please reach out to us via the Contact Us and provide the details for your order. We will respond you as quickly as possible once we have looked into the status of your order.
In most cases, a promotional code issued on our website cannot be used in conjunction with another code or a promotional event taking place on the site. If you have any queries regarding this, please refer to the Terms & Conditions. Alternatively, you can reach out to us via the Contact Us page.
You can pay for your order by Visa, Visa Debit, Visa Electron, Mastercard, Maestro, AMEX, Discover and PayPal.
Step 1. Once you’ve spotted something you love simply select it, choose your size, colour or quantity and click ‘Add to bag’.
Step 2. Next, click ‘Your bag’ and you can enter your discount code below in the little box titled ‘Promotional code’. Make sure you enter all your promotional codes here, exactly as they appear.
Step 3. Click ‘Apply’, a message will appear just under the promotional code box to let you know if the code has been successfully applied.
Step 4. To finish it off head to ‘Checkout’ and add your payment details by following the instructions. It should be nice and easy but if you get stuck don’t struggle. Just reach out to the Customer Service team via our Contact Us page.
Step 2. Next, click ‘Your bag’ and you can enter your discount code below in the little box titled ‘Promotional code’. Make sure you enter all your promotional codes here, exactly as they appear.
Step 3. Click ‘Apply’, a message will appear just under the promotional code box to let you know if the code has been successfully applied.
Step 4. To finish it off head to ‘Checkout’ and add your payment details by following the instructions. It should be nice and easy but if you get stuck don’t struggle. Just reach out to the Customer Service team via our Contact Us page.
Please ensure that you have entered your card details correctly - an incorrect card expiry date or security code will reject a payment from being processed. If all your details have been entered correctly, please ensure that there are enough funds within the account to allow us to take payment. If you continue to experience problems, we would advise that you contact your bank or card issuer. If your bank confirm that there is not an issue with your account please contact our customer service team via the Contact Us page.
To make a return, put all the items you wish to send back in their original packaging. Complete the returns form which can be found on the back of the dispatch note you received with your order, here you can request a refund or an exchange, then include the returns form within the parcel. Secure the parcel well, and then attach one of the peel-off address labels enclosed with your purchase. Remember, if you’re a UK customer, postage is pre-paid so it won’t cost you a penny – You’ll have the option to choose from the Royal mail or Collect+ prepaid returns labels. If you live outside the UK, you’ll need to pay for shipping (although we’ll reimburse you in the event of a faulty item). As parcels can get lost in the post and the return will remain your responsibility until we receive it, please ensure you ask for proof of postage and if you live outside the UK, we recommend choosing a tracked service. Please visit our Returns Policy for more details.
You do not need to contact us before returning unused items within 30 days. However, in the event that an item from your order is faulty, you may return the item to us by following the normal returns procedure. Please visit the Delivery & Returns section of our website for more information on how to return the faulty item to us.
You should receive a shipping confirmation email once your order has been dispatched (don't forget to check your 'Spam' or 'Junk' folder if you can't see the message in your inbox). Please note: if you entered the wrong email address, we won't be able to change this once the order has been placed.
Refunds will be credited to you no later than 14 working days after we receive your returned items. Once the refund has been processed, you will receive a confirmation email and then the funds will appear in your account within 3-5 working days. The refund will be processed back to the same account you used to make the payment, if you have since lost or received a new card but the bank account remains open, the refund will not be affected.
If you discover items are missing from your order, or if there is anything else you need to make us aware of, please use our Contact Us form to get in touch.
We endeavour to photograph our products to a high standard so you know what you're buying. Occasionally due to lighting and computer screen resolutions your product may be a different shade. If you are not satisfied with the variation we will be happy for you to return the item to us for a full refund.
Your order number will be displayed on screen at the end of the checkout process. We will also send an e-mail to the e-mail address you provided when placing your order for confirmation, and you can also find your order number there. If you have created an Account on our website, your order number will be in your order history records. If for any reason you do not have your order number and would like us to issue it to you, please contact our Customer Service Team via our Contact Us page and we will be happy to help.
Exchanges will be processed no later than 14 working days after we receive your returned items. Once the exchange has been processed, you will receive a confirmation email to confirm this has been done. You will then receive another email once it has been shipped and is on it’s way to you.
No, you can order from our website without registering. However, free registration offers a range of extra benefits. You can track the process of your orders and save your order history, for instance. You can also rate and review your purchases, and share your favourite items with friends via social media sites.
For information regarding the delivery options available to you, please visit our Delivery page.
If you wish to cancel or amend your order, please get in touch with us through the Contact Us page as soon as possible. Please note that due to our fast order processing service, we can request order cancellations or amend any products once the order has been placed (such as a slight typing error in the address) but this is not something that we can guarantee. For big changes to an order such as a completely new address or adding additional items, for security reasons we would have to follow the cancellation process and a new order would need to be placed on the website. If we are unsuccessful in cancelling your order, you may return the order back to us for a refund, please see our Returns Policy for more details.
Once you have placed a new order with us, we'll keep you updated. We'll let you know your new order number once you have completed the checkout process. This will be shown on-screen. We will also send a order confirmation to the email address you have provided. Finally, you will receive a despatch confirmation email to let you know you order has left our warehouse. If you notice any of the details on your order confirmation email are incorrect, please contact Customer Service via the Contact Us page as soon as possible.
Add your products to your shopping bag, then click 'checkout' to enter your payment and delivery details. If you need help to complete the process, please contact our Customer Service team by visiting the Contact Us page.
Please visit the My Account page on our website and select the option for forgotten password. You will then be able to enter your e-mail address and we will send you a new temporary password. Please change this when you log in. If you receive an error message to inform you that your account has been disabled, please contact our Customer Service Team to request that you account it enabled. If none of the answers given in our FAQ section have helped, You can contact us by completing the form on the Contact Us page.
Have a look at the Shipping & Delivery section of the site, which will tell you where we can ship to.
Once your order has been dispatched, you will receive a link to track your order via e-mail. Alternatively, if your order can be found in your Order History, you can also track it there.
You should return the item to the store that it was bought from, together with the proof of purchase. This could be in the form of a receipt or a card statement clearly stating that the item was purchased at a particular date and time.
You should receive a confirmation email within a few minutes of ordering, although it can take slightly longer at peak times (don't forget to check your 'Spam' or 'Junk' folder if you can't see the message in your inbox). Please note: if you entered the wrong email address, we won't be able to change this once the order has been placed.
If you're out, the delivery company will leave a calling card and will usually make another attempt the next working day. To rearrange delivery please contact our customer service team via the Contact Us page. Alternatively you may be able to collect your order from the local depot.
If there's an item in your basket that's part of a website promotion, your code may not apply the discount to your order. However, if you feel the code hasn't been set up correctly, we can look at this for you. Reach out to us via the Contact Us page.
Depending on how many previous delivery attempts have been made would mean whether or not your order is still with the courier or on its way back to us. Normally, our couriers will make 3 delivery attempts before returning the parcel back to the sender. If you have any concerns regarding your order, you can reach out to us via our Contact Us page.
We use a variety of different delivery partners to ship our orders, and when you've placed your order it'll be assigned to one of them, based on many factors from the time your order was placed, the destination and the time in which our Distribution Centre are packing your items. We expect all of our partners to provide exceptional service in getting the parcel to you, however feel free to reach out via the Contact Us page with any concerns.
Visit the My Account page and select the option for forgotten password. You will then be able to enter your email address and we will send you a new temporary password by email, usually within 15 minutes. Please change the temporary password when you next log in.
Please visit the Careers page for more information about job vacancies.
If an incorrect item/s has been sent, please contact the customer service team, where we will be able to assist you further to resolve
We strongly recommend contacting the person who bought the item for you to request a return, as we can only accept returns from customers who have bought directly from our website and are in line with our Returns Policy. However, if this is not possible, please do contact our customer service via the Contact Us page, providing as much detail as possible regarding the order.
You will receive a confirmation e-mail when your order has been placed, but you won't receive a VAT receipt. However, we can create one for you if you require this.
If you are returning item(s) from your order, and in doing so this takes your order below the threshold to receive the promotional item in question, you'll need to return it to us. However, if your order is still above the threshold even after returning the item(s) back to us, you can keep the promotional item.
Make sure that you're entering the code correctly on our website. It may be case sensitive so we'd advise to try in both uppercase and lowercase.
There's a possibility that the e-mail address you provided wasn't typed in correctly. In this case, your best way of checking if your order was placed is to confirm the date/time of your purchase with us and we can check our systems. Also, be sure to check your Spam/Junk folder as it may have gone in there. Alternatively, if you see that the money has left your account, it's likely that the order was successfully placed.
You can contact us through any of our official channels to raise an issue that you have, however should you need to make an official complaint, will need to be sent in writing either via e-mail or letter to the Customer Service team. You can contact us via our Contact Us page, or you can address your letter to the following: ellesse Customer Service Unit 2, Walker Park Industrial Estate Walker Road Blackburn, Lancashire BB1 2QE
This could be for a number for reasons: • Did you type the information correctly? • Is it the right type of card? • Could your own security checks be stopping the payment? If you feel that your issue isn't based on any of the above, get in touch via the Contact Us page and we'll try and help.
Visit the Shipping & Delivery section of the site, which will tell you how long your order should take to arrive at your doorstep depending on the service you've selected.
In your shopping basket, there will be an area where you can type in your code. Click on Promo Code, type it in there and finally click on Apply.
If you need us to speak to someone else about your order, we'd first need written consent from you advising that you authorise us to speak to this person. Until that point, it's only you we can speak to about your order.
If you have an account you will be able to see your order history at a glance. To see your order history, sign into your Account and go to My Orders to see your order history. If you have placed an order without creating an account you will unfortunately not be able to view your order history. There are lots more benefits to creating an account with us, faster and easier shopping, receive news and special offers, on top of being able to track your order.
Depending on the size and quantity of the items you've ordered, it may arrive in 1 or more parcels. If you're worried about receiving multiple parcels, reach out via the Contact Us page and we can check the order for you and advise you how it should arrive.
First of all, we're sorry to hear that this has happened. We can assure you that all orders are quality-checked before leaving us, so we can only assume that it's happened on its way to you with our carrier partner. We'd kindly ask you to send us a photo of the packaging that you've received. You can reach out via the Contact Us page.
We accept Visa, Visa Debit, Visa Electron, Mastercard, Maestro, AMEX, Discover and PayPal.
You'll need to return the item to that retailer, since your contract of sale lies at the place of purchase rather than with the manufacturer.
We're best placed to help you with any delivery questions you have, since we're able to get in touch with the delivery company directly. Get in touch with us via our Contact Us page and we'll look into it further for you.
Unfortunately, we can't accept an order without a valid e-mail address.
Your tracking should tell you whether it's still possible to collect/organise for the re-delivery of your order. If you need any help doing this, reach out to us via the Contact Us page.
We're happy that you want to let you know your thoughts about the item! We'll happily take on board your feedback via our Contact us page. However, if you're able to wait a bit longer to leave an official review with our partner Reevoo, it's around 1 month after your purchase when you'll be contacted to leave this review.
Depending on how many previous delivery attempts have been made would mean whether or not your order is still with the courier or on its way back to us. Normally, our couriers will make 3 delivery attempts before returning the parcel back to the sender. If you have any concerns regarding your order, you can reach out to us via our Contact Us page.
Depending on how many previous delivery attempts have been made would mean whether or not your order is still with the courier or on its way back to us. Normally, our couriers will make 3 delivery attempts before returning the parcel back to the sender. If you have any concerns regarding your order, you can reach out to us via our Contact Us page.
Depending on how many previous delivery attempts have been made would mean whether or not your order is still with the courier or on its way back to us. Normally, our couriers will make 3 delivery attempts before returning the parcel back to the sender. If you have any concerns regarding your order, you can reach out to us via our Contact Us page.
Unfortunately not. Once you've created an account with us, it would either need to be left alone or deleted completely & a new account created with your preferred e-mail account. We wouldn't be able to change your address for Data Protection reasons.
If you'd like us to delete your account, get in touch with us via our Contact Us page and we'll sort this for you.
If you're having trouble placing your order, we'd recommend the following: - Make sure that all required fields have been filled - Be sure not to exceed more than 35 characters in the 'Address Line 1' section of the checkout. - Trying a different web browser might also do the trick. If you're still having problems after trying what we've recommended, please let us know.
We do require a contact number that we can reach you on in case there's an issue with your order. Don't worry, we only ask for your number for the purpose of reaching you about your order, so it won't be used for any other reason.
If you've placed an order with us before, but didn't log in to your existing account, it won't appear in your Order History. Even if your e-mail address is registered, but you checkout as a guest, the order won't appear. You will only receive a confirmation via e-mail.
The first thing we'd need to check is that your parcel was still in-tact. If there's any damage to the packaging, it's possible that some items may have gone missing. However, if there were no signs of damage when it was delivered to you, we can investigate further. Get in touch via the Contact Us page.
They should either leave the parcel in a safe place or with a neighbour, or look to deliver on the following working day if a signature is required. It can also depend on the driver delivering your parcel as they may have a different preference. If you've any doubts about where and when your parcel is going to be delivered, you can get in touch via the Contact Us page and we'll check for you.
We'd ask you to contact us straight away via the Contact Us page. If you could provide us with a description or image of the item received, along with a copy of your dispatch note, we can look into this further.
If you've received notification of delivery and it's not yet arrived within the time given, the driver may still be on his/her way to you depending on the amount of time after the noted time slot. If it's been a hour or so after the time slot, the driver should still be on their way, however if it's been more than one day since you received the message, get in touch with us on our Contact Us page and we'll look into it for you.
Normally, it's around 1 month after your purchase when you'll be contacted to leave a review on the item(s) in your order.
Have a look at the Shipping & Delivery section of the website, which will tell you our shipping costs depending on the type of service you need and where we're able to ship to.
Promotional codes are not designed to be used in conjunction with each other, however there may be rare exceptions to this. If you have any doubts about a promo code you'd like to use, we can check for you. Reach out via the Contact Us page.
As we’ve a great new website, if you’ve shopped with us before you’ll need to create a new account too when you next purchase. Previous sign in details are no longer valid and the order history cannot be seen. If you've got any questions, you can get in touch via our contact us page.
First of all, we're sorry to hear that this has happened. We can assure you this doesn't happen often, but we'll do our best to sort it for you. We'll need you to get in touch with us and confirm your order details. Once you've done this, we'll be able to investigate further. We'll likely need to contact the delivery company first just to confirm a few details..
As soon as your complaint has been received by our team, we'll aim to be in touch with an initial response within 48 hours. While it may not be fully resolved by this point, at the very least we'll be able to advise you on the steps we'll take to resolve it for you.
You can create an account by visiting the Sign In/Register link at the top of the homepage. You'll be able to view your complete order history, track current orders at the touch of a button and receive up to date news on ellesse, such as new products and current promotions!
Absolutely not. Your e-mail address will only be seen by ellesse, and if you've opted in to any newsletters, you'll only see the latest ellesse content and nothing else.
Unfortunately, we won't be able to extend the code for you if it has already expired. We're really sorry about this. However, if you were not able to use the code prior to it expiring due to a technical issue, get in touch via our Contact Us page and we'll investigate further for you.
You'll get an e-mail to confirm that your order has been placed. This will summarise the item that you've ordered as well as the total value of the order.
To view your Order History, login to your account and then visit My Account at the top of the homepage, and then click on Order History.
The reason we ask for this is because you will be sent written confirmation that you placed an order with us. In the event that you need to contact us, it's important that you have this confirmation to hand.
Once you've added the item(s) to your basket, click on the shopping trolley symbol at the top of the page and click Checkout. Then, complete the steps presented to place your order. However, if you need any more help feel free to reach out via the Contact Us page.
If you're struggling to choose a new password, ensure that when you've entered your new password twice, they both match. If you're stuck at any other stage, get in touch with us via the Contact Us page and we'll try to assist where possible.
On the log-in page, below the Password box you'll see a link that says 'Forgot my password'. When you click this link, type in the e-mail address that's associated to your account. A few minutes after, you'll get an e-mail in your inbox and that will contain instructions on how to reset your password.
There may be several reasons why you can't log in to your account. You should see an error message of some sort when you try to log in, but even if you don't, get in touch with us via the Contact Us page and we'll try to help you. Try and summarise the issue the best you can, and we'll get our experts to cast their keen eyes on the problem.
You don’t have to pay import duties if you have the order delivered to the UK or EU, however if your order is delivered outside these territories you may be charged custom duties. Any customs or import duties are levied once the package reaches its destination country. ellesse is not responsible for any additional charges for customs clearance, and our customers must pay these in full. ellesse has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may wish to contact your local customs office for further information. Delivery times may vary due to circumstances and clearance processes beyond our control.
Size Guide
The size guides for individual products will be available within that products' page.
The size guides can also be found at the bottom of every page under the 'More from ellesse' section.
Careers
Please refer to our Careers page.
Brexit Update
There is no need to worry, we have been working to ensure that your shopping experience with us remains the same. So you can continue to shop and purchase as usual from ellesse.com.
We will update our FAQ page regularly to keep you up-to-date should there be any changes.
The price you see on ellesse.com is the price you pay. We will pay the new import taxes and duties.
If you're in Ireland or anywhere else, you can carry on posting returns back to us in the UK via the method of your choice. There will likely be an international customs declaration form to complete when you take your parcel to your local postal service.
We have been advised by our couriers that some minor disruptions are possible during the transition so you may experience a slight delay in receiving your order.
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Phone
Call our Customer Service team on 08001510779
Monday to Friday 8am - 8pm GMT
Saturday 9am - 4pm GMT
Please note our lines are closed Sundays.
