Frequently Asked Questions
My Account
Below are the most frequently asked questions for this topic
How do I create an 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!
Do I need to register for an account to order from your website?
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.
I've forgotten my password. How can I reset it?
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.
Can the e-mail address associated to my account be changed?
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.
I cannot log in to My Account. What do I do?
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.
How do I request my account to be deleted?
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.
With an ellesse account, are my details shared with other companies?
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.
Orders, Delivery and Returns
Below are the most frequently asked questions for this topic
Get in touch
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).
How do I place my order?
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.
Returning Your Order
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
Want to exchange an item?
Unfortunately, we are unable to process exchanges. If you wish to return the product you can return it for a refund, and re-order.
Do I need to register for an account to order from your website?
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.
Why do I need to provide an email address for my order?
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.
I'm having trouble placing my order. Can you help?
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.
Can I return an item that was purchased for me as a gift?
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.
Payments and Discounts
Below are the most frequently asked questions for this topic
Which payment methods do you accept?
We accept Visa, Visa Debit, Visa Electron, Mastercard, Maestro, AMEX, Discover and PayPal.
I have received an error message stating that there is a problem with my payment. Why might this be?
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.
My payment has failed. What happened?
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.
I have a promotional code. How do I use this?
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.
I've received a promotional item with my order, but I would like to return my order. Do I need to return the promotional item?
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.
Terms and Conditions
Below are the most frequently asked questions for this topic
Where can I find your terms and conditions?
Please refer to our Terms and Conditions page.
Student Beans - Terms & Conditions
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.
FAQs
Below are the most frequently asked questions for this topic
How to contact us?
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.
Which countries do you deliver to?
Have a look at the Shipping & Delivery section of the site, which will tell you where we can ship to.
What are your shipping costs?
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.
Customs and Import fees
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.
Where is my 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.
Can I track my order?
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.
Alternatively, if your order can be found in your Order History, you can also track it there.
Can I leave feedback for a product I bought?
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.
How do I register an official complaint?
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
When should I expect a reply to my complaint?
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.
Can I return an item bought from a shop to you?
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.
I've received an item that I didn't order. What do I need to do?
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.
Will you be extending your Returns Policy in readiness for Christmas this year?
We will be extending our normal returns policy for the Christmas period. Any item purchased between 1st November 2024 and 31st December 2024 can be returned up to 31st January 2025, providing they are in pristine unworn condition.
Size Guide
Below are the most frequently asked questions for this topic
Where do I find the size guides?
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.