Frequently Asked Questions
We will send 2 emails after you place your order. An order confirmation email once you order and a shipping confirmation email once we ship your package.
If you did not receive your order confirmation email, please make sure to check your Spam Folder first.
If you used your Phone Number instead of email at checkout, you will not receive a confirmation email.
Make sure to contact our Customer Support with the email you want to add to your order so you can receive the shipping confirmation with your tracking number.
Delivery is complimentary on every order. Estimated times from dispatch:
- United Kingdom: 3–7 working days
- United States: 5–9 working days
- Australia: 6–9 working days
Orders placed before 2pm GMT (Monday to Friday) are dispatched within one working day. Orders placed after 2pm or at weekends go out the next working day. We do not dispatch on UK public holidays.
All delivery times are estimates from the day of dispatch, not the day of order. Full details are in our Shipping Policy.
Yes — every Ellsworth London order is tracked end-to-end. You will receive an email with your tracking number and a link to follow your parcel as soon as it leaves our warehouse.
If your tracking has not updated for 5 working days within the UK, 9 working days for the US, or 9 working days for Australia, email support@ellsworthlondon.com and we will investigate with the carrier. We will replace or refund any parcel confirmed as lost.
If we have not yet dispatched your order, yes. Email support@ellsworthlondon.com immediately with your order number and the corrected address — we will amend it if the parcel has not already left us.
Once an order has been dispatched, we cannot change the delivery address. If a parcel is returned to us as undeliverable, we will contact you to arrange redelivery (redelivery costs are payable by the customer).
Please double-check your address at checkout. We cannot be responsible for orders sent to an incorrect address provided at the time of order.
Yes — you have 30 calendar days from the day you receive your order to return it for a refund or exchange it for a different size or colour.
Items must be unworn, unwashed, with all tags attached, and in their original packaging where reasonably possible. We cannot accept returns of underwear, swimwear (for hygiene reasons), or gift cards.
To start a return or exchange, email support@ellsworthlondon.com with your order number and what you would like to do. We will reply within one working day with the correct return address for your region — UK, US, and Australian customers each return to a local facility, so the parcel stays domestic (faster and cheaper than shipping internationally).
Return postage is paid by the customer unless the item is faulty or was sent in error. If you exchange, we cover the cost of sending the replacement back to you. Refunds are processed within 5 working days of receipt; your bank may then take a further 3–10 working days to make the funds visible. Full details are in our Refund Policy.
How can I contact Ellsworth London?
We are here Monday to Friday, 9am to 5pm GMT.
- Email: support@ellsworthlondon.com — fastest way to reach us, replies within one working day
Office: Office 957, 85 Dunstall Hill, Wolverhampton WV6 0SP, United Kingdom