Terms and Conditions

COMPANY INFORMATION

­Ellerby England is a trading name of Ellerby Fine Furnishings.


Postal Address
50 Station Road
Barton under Needwood
Burton Trent
Staffordshire
DE13 8DS
  1. PRESENTATION OF GOODS

Ellerby Fine Furnishings makes every attempt to accurately present the products that we sell and reserve the right to make any changes to an item’s description or illustration at any time, without notice.

  1. ORDER ACCEPTANCE

2.1 General Acceptance

The acceptance of an order and the contract of sale will only ever be finalised upon notification of dispatch, which will be confirmed in the format of an e-mail. The contract of sale will only then be deemed as legally binding. 

Occasionally technical errors do occur, and Ellerby Fine Furnishings reserves the right to cancel any transaction in which a product has been sold at an incorrect value.

2.2 Acceptance of a Customised or Personalised Order

Any order that is bespoke, personalised or made to order must be confirmed by the customer via email. 

  1. SHIPPING INFORMATION

3.1 General Information

Ellerby Fine Furnishings works in partnership with third party couriers and Royal Mail. Our company has the discretion to send a customer’s parcel via any method, so long as it complies with our contractual obligations.

Parcels are dispatched from our workshop Monday to Friday and deliveries mainly occur on a weekday, Monday to Friday.  If a Saturday delivery is required, please request and arrange upon purchase. Please note our couriers do not deliver on a Sunday.

3.2 UK Mainland (Excluding Highlands, Islands and Northern Ireland)

3.2.1 Standard Delivery*

  • Delivery is made within 3 to 5 working days

*Excludes delivery to Aberdeen, please view paragraph 3.3

3.2.2 Express Delivery*

  • Items purchased prior to 12.30pm will be delivered the next working day
  • Items purchased after 12.30pm will be delivered on the second working day
  • If an order is urgent and is placed after the 12.30pm, we cannot guarantee next working day delivery but we will try our best to accommodate you.  The customer is required to contact our company directly in order to request this.

* Saturday and Sundays do not fall into the Next Day Delivery category.  

*A signature may be required on receipt of the goods

 

3.3 UK Highlands & Islands*

  • Orders to Highland or Island address must have "Highland & Islands" selected as the delivery method
  • If the order is placed without Highland & Island delivery method being selected, the carriage will added after checkout, in which the customer will be contacted in order to pay the outstanding balance.
  • There may be additional postage charges that is dependent upon the customer’s post code, this may be added after checkout if necessary, in which the customer will be contacted in order to pay the outstanding balance.
  • The charges depend upon how the third party courier classifies the customer’s post code, unfortunately we have no influence over the rate.
  • Deliveries to such areas are subject to delay, of which our company has no discretion to change nor can we be held responsible
  • The average delay is approximately one to two days, therefore the standard delivery time is 4 to 6 working days

- The dispatch times may vary during peak times.

  • Free UK Mainland delivery promotion does not apply to these addresses, due to the courier rates, however a shipping reduction is added

3.4 Northern Ireland*

  • Orders to Northern Ireland must have "Northern Ireland" selected as the delivery method
  • If ordered without Northern Ireland being selected as the delivery method, the carriage will added after checkout, in which the customer will be contacted in order to pay the outstanding balance
  • Deliveries take on average three to seven working days
  • Free UK Mainland delivery promotion does not apply to these addresses, due to the courier rates, however a shipping reduction is added

3.5 Europe*

  • Mainland Europe includes mainland France, Spain, Ireland, Germany, Austria, Portugal, Czech Republic and Holland
  • Islands and colonies of the countries included in the European, mainland destinations, do incur an additional shipping charges to that advertised online. Unfortunately we do not ship to the Canary Islands.
  • All other listed countries do incur additional shipping charges to that advertised online
  • If a European shipping destination is not available at checkout, it is the customer’s responsibility to inform our company of their intention to order and an arrangement may be reached, so long as our company is able to ship to the destination and the shipment charges are covered by the customer
  • Deliveries take on average four to seven working days
  • Certain products are not suitable for international shipment, and certain shipment rates are based on size and weight in which the delivery may incur additional shipping charges to that advertised online
  • If there are any additional shipping costs or customs duties to pay, the customer assumes full responsibility for them in their entirety, and the customer will be contacted, in order to pay the outstanding balance.
  • Orders shipping outside of the European Union will be subject to a GBP30 customs handling fee on top of the order total. Customers will be contacted for additional payment.

3.6 Delivery Failure or Non-Delivery

Our courier will attempt delivery, and if unsuccessful, will leave a calling card informing the customer of their attempt. Our company advises customers to follow the instructions on the card to arrange re-delivery.  

It is important to respond to the calling card within five working days.  Failure to do so, will result in the parcel(s) being returned to our workshop and the customer becoming liable for all postage costs.  

If you have not received delivery or a calling card on the due date, please get in touch immediately.

3.7 Delivery of Damaged Goods

Ellerby Fine Furnishings endeavor to send orders safely, and to the satisfaction of our customers, however on occasions some orders arrive damaged due to transit. Our recommendation upon receipt of such items is that the customer signs for the parcel as damaged and contacts our returns department in order to arrange an exchange.

As a customer who receives a damaged item they are expected to contact our returns department within fourteen days of receipt. Please inform our company by e-mail. We request an e-mail is sent, so that both parties have written confirmation of the claim. Please e-mail returns@ellerbyengland.co.uk

IMPORTANT: Ellerby Fine Furnishings expects our customers to inspect their delivered product within a reasonable amount of time; we do expect the goods to be inspected within fourteen days of receipt. Please be reminded that after this period, Ellerby Fine Furnishings has the right to refuse any potential remedy.

3.8 Delivery of an Incorrect Item

Ellerby Fine Furnishings attempts to ensure that every order is received in accordance with the customer’s request; however on occasions some orders are picked incorrectly due to human error of which our company is truly sorry.

As a customer who receives an incorrect item they are expected to contact us within fourteen days of receipt. Please inform our company by e-mail. We request an e-mail is sent, so that both parties have written confirmation of the claim.

Please e-mail: returns@ellerbyengland.co.uk

IMPORTANT: Ellerby Fine Furnishings expects our customer’s to inspect their delivered product within a reasonable amount of time; we do expect the goods to be inspected within fourteen days of receipt. Please be reminded that after this period, Ellerby Fine Furnishings has the right to refuse any potential remedy.

  1. CANCELLATION POLICY

Ellerby reserves the right to cancel any order, for any reason, at our own discretion without notice.

The customer may cancel an order up to 14 days after receiving the goods, so long as the customer still possesses proof of purchase. If an order is cancelled prior to dispatch, no administration fees are usually incurred, however the customer should contact our help department as a matter of urgency. Unfortunately we are unable to guarantee cancellation, and this can only be guaranteed once the customer has received a confirmation e-mail from our help department.

Please e-mail: info@ellerbyengland.co.uk

If an order is dispatched prior to cancellation the customer is liable for postage. Goods that are being returned through a third party courier, of the customer’s choice, must be fully insured and possess a tracking report, as our company cannot be liable for damaged or lost parcels. Our company can arrange a return service, however we do charge £10.00* per parcel and the goods must be fully protected for transit. If the customer has disposed of the original packaging they are expected to find alternative and equivalent wrapping, of which Ellerby Fine Furnishings is not responsible to provide.

* The charge is subject to change, at the discretion of Ellerby Fine Furnishings.

If the returning item(s) are insufficiently protected, we have the right to refuse the returned item. Any parcel(s) that are refused by Ellerby Fine Furnishings will be returned to the customer’s billing address, and they will be expected to pay for the return carriage.

The address for returns is:

Ellerby Fine Furnishings
50 Station Road
Barton under Needwood
Burton on Trent
Staffordshire
United Kingdom
DE13 8DS

Only on receipt of the goods back to our workshop will a refund be arranged. A refund usually takes thirty days to process due to the banks, and our own administration processes.

IMPORTANT: If a customer contacts our company after the specified seven days, Ellerby Fine Furnishings has the right assume that the order has progressed to completion. The customer will not have an automatic right to a refund.

  1. REFUND POLICY

Products purchased at Ellerby Fine Furnishings may be returned to our workshop within 14 days from the date of delivery, provided that they are returned brand new, unused and in sufficient/original packaging, in order to claim a full refund, replacement or exchange. If the returning item(s) are insufficiently protected, we have the right to refuse the returned item. Any parcel(s) that are refused by Ellerby Fine Furnishings will be returned to the customer’s billing address, and they will be expected to pay for the return carriage.

Bespoke, Personalised, made to order, or any other type of product where an adjustment has been made from the 'norm', at the customer’s request, is non-returnable. If personalised goods are returned they will be returned to the sender. Any parcel(s) that have to be returned by Ellerby Fine Furnishings will be returned to the customer’s billing address, and they will be expected to pay for the return carriage. Unless there is a discrepancy in which the customer is expected to contact our returns department via e-mail.

Please e-mail: returns@ellerbyengland.co.uk

The customer will be responsible for return postage, except in the instances of fault or order inconsistency, in which we will arrange our own courier’s to exchange the faulty or incorrect item.

If the goods are faulty, damaged or different from those ordered, please contact our returns department, within fourteen days of delivery. The returns department can be contacted via e-mail. On receipt of the customer’s e-mail our returns department may ask for a photograph, in order to provide a swift and acceptable outcome, this very often being an immediate exchange. Our exchange and collection service can only occur between the days of Monday and Friday, between the hours of 9am and 6pm, of which a time slot cannot be specified.

Please e-mail: returns@ellerbyengland.co.uk

If the goods have been ordered in error or if the customer would like to return the goods for any personal reason we would be happy to refund the goods in full.  You will be expected to pay for all postage costs.  To arrange a refund or an exchange the item(s) must be returned within 14days of original delivery.

 

Prior to returning the goods please contact our help department, to inform them of the reasons for return and to obtain the necessary authorization. The help department can be contacted via e-mail.

Please e-mail: returns@ellerbyengland.co.uk

After receiving an authorization e-mail from our returns department, please return the goods, via a recorded and insured delivery, to:

Ellerby Fine Furnishings
50 Station Road
Barton under Needwood
Burton on Trent
Staffordshire
United Kingdom
DE13 8DS

 

Our company can arrange a return service, however we do charge £10.00* per parcel and the goods must be fully protected for transit. If the customer has disposed of the original packaging they are expected to find alternative and equivalent wrapping, of which Ellerby Fine Furnishings is not responsible to provide.

* The charge is subject to change, at the discretion of Ellerby Fine Furnishings.

As a company, Ellerby Fine Furnishings will endeavor to sort out any problem within five days of receiving the complaint.

IMPORTANT: Customer’s are required to retain proof of purchase, and be able to produce this upon request.

  1. COMPLAINTS PROCEDURE

Our aim is to deal with any problems or concerns within five working days, however during peak times a response maybe delayed. In order to prevent any disappointment we recommend that any complaints are sent via e-mail, however we will happily respond to any letter in due course. In response to any complaint we will explain what actions we intend to take to resolve the complaint, and request any further information if necessary.

Ellerby Fine Furnishings monitors all complaints, and logs any suggestions a customer may have. We use this information to identify what is causing problems, in order to provide a positive outcome; or enforce a recommendation that would make other customer’s shopping experiences more pleasurable.

If a customer has a complaint or any recommendations, they are advised to contact our Customer Services Department.

E-mail: sales@ellerbyengland.co.uk
Phone: 01283 260143

Postal Address:

Ellerby Fine Furnishings
50 Station Road
Barton under Needwood
Burton on Trent
Staffordshire
United Kingdom
DE13 8DS

7.2 Invoices

All invoices are sent electronically via e-mail, and not in paper format with the customer’s delivery. Unfortunately our company cannot be liable for customers failing to receive this e-mail; therefore it is the customer’s responsibility to ensure that their e-mail address is correctly logged upon checkout.

Unfortunately Ellerby Fine Furnishings cannot reproduce an identical confirmation e-mail; however we can confirm the order in an invoice format. Invoices are available upon request from the following address.

Please e-mail: info@ellerbyengland.co.uk

   8. PRIVACY POLICY

8.1 Credit/Debit Card Security

All financial transactions carried out with Ellerby Fine Furnishings, take place using secure servers. All information is encrypted using state of the art SSL software. This software ensures that no third party can access our customer details.

All sites are scanned daily by an independent security company to detect and resolve any vulnerability.

All credit and debit card details are deleted immediately after being charged. If an order is placed online, the transaction details cannot be seen by any of our staff members.

8.2 General Information Security

Ellerby Fine Furnishings is committed to protecting our customer’s privacy, we only use the information we collect from their shopping experience to process an order. We will only use the information that we collect about our customers lawfully, and in accordance with the Data Protection Act 1998.

8.3 Mailing List

Upon purchasing from Ellerby Fine Furnishings, the customer has the option to opt-in and join our mailing list, as a result we use the e-mail address that they supply, to inform them of updated product information and special offers.

Please be assured that our customers can easily remove their e-mail address from the mailing list by selecting the ‘unsubscribe’ link on any mailing. Equally the customer can contact our help department, in order to remove their e-mail address; however they are required to forward Ellerby Fine Furnishings a mailing e-mail to enable them to do this on the customer’s behalf.

Please e-mail: info@ellerbyengland.co.uk

8.4 More Information

Please read on to find out more about our privacy policy.

What information do we collect?

When a customer creates an order we require the following information: their name, shipping address, contact number, e-mail address and credit/debit card details. The information allows our company to process the customer’s order.

How do we protect our customer’s information?
The personal information which we hold will be held securely in accordance with our internal security policy.

Please view paragraphs 8.1 – 8.2.

Do we use cookies?
Yes, we do use cookies to enable a better shopping experience. Cookies are small pieces of information stored locally on our customer’s computer by their browser. We use cookies to enable the customer to hold the contents of their shopping basket between visits. We do not store any personal information within these cookies.

Do we sell our customer’s information?
Ellerby Fine Furnishings does not sell any information about their customers’. We will not forward any customer details onto any third party, at any time or for any reason, unless legally obligated.

If a customer has queries regarding our privacy policy, they are recommended to contact our company.

Email: privacy@ellerbyengland.co.uk
Phone: 01283 260143

Postal Address:

50 Station Road
Barton under Needwood
Burton on Trent
Staffordshire
DE13 8DS
 
United Kingdom

 

 9.   Modification of Terms and Conditions

Ellerby Fine Furnishings reserve the right to modify our Terms and Conditions. The modifications will be effective on the date that we post the modified Terms and Conditions on our Ellerby Fine Furnishings websites. The conditions are intended to be applied retrospectively. Ellerby Fine Furnishings reserves the right not to provide notice.