Shipping
Where do you ship to?
We currently ship to the UK.
How long does shipping take?
Orders are processed within 1-3 business days. Delivery to the UK then takes 8-14 business days. Delivery is free on orders of £50 and over, otherwise £3.99.
Do you offer tracking?
Yes. Once your order ships, you'll receive a tracking link by email so you can follow its progress.
Returns & Refunds
What's your return policy?
We offer a 30-day satisfaction guarantee. If you are not fully satisfied, contact us within 30 days of delivery and we will look for a fair solution. Every request is reviewed individually: depending on the situation, we may offer a replacement, a partial or full refund, or ask you to return the item first. See our full Refund Policy for details.
How do I make a claim?
Email info@ellorow.com within 30 days of delivery with your order number, the item(s) concerned, the reason and a photo. We reply within 24-48 hours on business days with our proposal. If we ask you to return the item, we send you the return address and instructions. Please don't send anything back before you hear from us.
When will I get my refund?
Once your request has been approved, or your return has arrived and been checked, we refund your original payment method within 14 days. Your bank may take a few extra days to show the money.
What if my item arrives damaged or defective?
Contact us within 30 days of delivery at info@ellorow.com with your order number and a photo of the issue. We'll send a free replacement or a full refund, including the delivery cost. In some cases we may ask you to return the item; if so, we cover the return costs.
Payment
What payment methods do you accept?
We accept credit/debit cards, Apple & Google Pay, local payment methods. All processed securely through Shopify's checkout system.
Is my payment information secure?
Yes. All transactions are encrypted and processed through Shopify's secure checkout — we never store your payment details ourselves.
About Ellorow
Is Ellorow a real, registered business?
Yes. Ellorow is a brand of Stevo, a company registered in the Netherlands (KVK 92079458, VAT NL004935463B19), De Schouw 6A, 5386 EV Geffen.
How can I contact you?
Email us at info@ellorow.com. We reply within 24-48 hours, Monday to Friday.
Where is Ellorow based?
Ellorow is based in the Netherlands and sells to customers across the United Kingdom. Our orders are shipped by carefully selected fulfilment partners. Please note: our company address is not a returns address. Email us first and we'll send you the correct return details.