Ella’s Whimsical Home is a trading name of 68.999.736 LORRAYNE MARTINHAO EGIDIO DA SILVA, a business registered in Brazil under CNPJ 68.999.736/0001-59.

The seller of the products available on this website is 68.999.736 LORRAYNE MARTINHAO EGIDIO DA SILVA, trading as Ella’s Whimsical Home.

Business address:
Rua Vilela, 875
Tatuapé, São Paulo – SP
03314-000
Brazil

You can contact us at:

hello@ellaswhimsicalhome.co.uk

Throughout these Terms, “Ella’s”, “we”, “us” and “our” refer to Ella’s Whimsical Home. “You” and “your” refer to the person placing an order with us.

We carefully select the pieces that make up the Ella’s collection. All products sold by Ella’s are made in the United Kingdom and are chosen for their character, quality and place within the home.

We do our best to ensure that product photographs, colours, descriptions and measurements are as accurate as possible. As many of our pieces have their own character, there may be small variations in colour, finish, texture or appearance.

Where relevant, natural materials and hand-finished details may result in small variations in colour, glaze, texture, pattern or finish. These are part of the individual character of the item and are not faults where they are consistent with the product description and photographs.

These natural variations are not considered faults where they are consistent with the product description.

All products are subject to availability.

All prices on our website are shown in British pounds sterling (GBP).

The price shown for each item includes VAT and any other applicable taxes where applicable. The price displayed on the product page is the price you pay for the item.

Delivery charges are shown separately and clearly at checkout before you complete your purchase.

The total price of your order, including delivery charges and any applicable taxes, will be shown before you complete your purchase. We will not add any unexpected charges after you have placed your order.

We may occasionally make pricing or promotional errors. If we discover an obvious error in the price of an item you have ordered, we will contact you before fulfilling the order and give you the option to confirm the order at the correct price or cancel it for a full refund.

When you place an order through our website, you are making an offer to purchase the products in your basket.

You will receive an order confirmation email once your order has been received. This email is an acknowledgement of your order and does not mean that your order has been accepted.

We may accept your order by sending you an order acceptance email or a dispatch confirmation email. A contract between you and Ella’s is formed when we accept your order.

If we are unable to accept or fulfil an order, for example because an item has unexpectedly become unavailable, we will let you know as soon as possible and refund any payment we have taken for the affected item.

Payment is taken when you place your order.

We accept the payment methods shown at checkout. Your payment details are processed securely by our payment providers and we do not have access to your full payment card details.

By placing an order, you confirm that the payment method being used belongs to you or that you have permission to use it.

We currently deliver within the United Kingdom only.

Standard UK delivery is £3.95.

Delivery is free on orders over £45.

Most orders arrive within 3–8 working days. The estimated delivery window for your particular item will be shown on the product page and again at checkout before you pay.

Once your order has been dispatched, we will send you a confirmation email with tracking information where available.

If your order contains more than one item, your pieces may occasionally arrive in separate parcels.

We will always do our best to meet the delivery estimate provided at checkout. If your order has not arrived within the stated delivery period, please contact us at: hello@ellaswhimsicalhome.co.uk.

If we do not deliver your order within the agreed delivery period, you may have legal rights to cancel the contract and receive a refund. Where no delivery period has been agreed, goods will be delivered without undue delay and no later than 30 days after the contract is made, unless a different period has been expressly agreed with you.

Nothing in these Terms limits your legal rights where goods are not delivered within the agreed period.

When you buy from Ella’s online, you normally have the right to cancel your order without giving a reason.

You have 14 days from the day you receive your order to tell us that you wish to cancel.

After telling us that you wish to cancel, you have a further 14 days to return the goods to us.

To cancel your order, simply email:

hello@ellaswhimsicalhome.co.uk

Please include your order number and let us know that you wish to cancel your purchase.

You may use the cancellation wording at the end of these Terms, but you do not have to use a particular form or wording. A clear statement that you wish to cancel is enough.

Please contact us before returning an item so that we can provide the correct return instructions for your order.

Please do not send an item back to the original dispatch or delivery address unless we have confirmed in writing that it is the correct return address.

When returning an item because you have changed your mind, the item should be returned unused and in its original condition, allowing for the reasonable handling needed to inspect the item as you would in a shop.

Please keep the original packaging where possible, particularly for fragile pieces.

Unless the item is faulty, damaged or incorrect, you are responsible for the direct cost of returning it to us.

We recommend using a tracked delivery service when returning an item, as you remain responsible for the item until it reaches us.

If an item has been used or handled beyond what is reasonably necessary to inspect it, and its value has been reduced as a result, we may make a reasonable deduction from your refund to reflect that loss in value.

Once you have cancelled your order and returned the goods, we will process your refund without undue delay and within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever happens first.

Your refund will normally be made to the original payment method.

Where you exercise your legal right to cancel, we will refund the cost of our standard delivery service. If you chose a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option we offered.

We will not charge a cancellation or restocking fee simply because you have exercised your legal right to change your mind.

Some products may be excluded from the usual right to cancel where an exception under consumer law applies.

For example, sealed products that are not suitable for return for health or hygiene reasons may not be returnable once their seal has been opened.

Where a particular product has a legal exception to the right to cancel, this will be made clear on the relevant product page before you purchase it.

Nothing in this section affects your rights if an item is faulty, damaged or not as described.

We take care in preparing every order, but if something arrives damaged, faulty or different from what you ordered, please contact us at: hello@ellaswhimsicalhome.co.uk.

Please include your order number and, where possible, photographs showing the issue.

If something arrives damaged, we would appreciate hearing from you as soon as possible, ideally within 48 hours of delivery, so that we can investigate the problem quickly.

However, this request does not limit any legal rights you may have in relation to faulty or damaged goods.

Please contact us before returning a faulty, damaged or incorrect item. We may ask for photographs or other information to help us assess the issue and arrange the most appropriate resolution.

Depending on the circumstances and your legal rights, we may arrange a repair, replacement, price reduction or refund.

If we have sent you the wrong item, or an item is faulty or damaged, we will cover the reasonable cost of returning it where a return is required.

Our products are covered by the consumer rights that apply to goods sold in the United Kingdom.

Your goods should be:

• as described;
• of satisfactory quality; and
• fit for purpose.

If something goes wrong with an item, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances and when the problem occurs.

Nothing in these Terms is intended to exclude or limit any rights you have under applicable consumer law.

We make every effort to keep our website and product availability up to date.

Occasionally, an item may become unavailable unexpectedly. If this happens after you have placed an order, we will contact you as soon as possible and refund any amount you have paid for the unavailable item.

We aim to keep the information on Ella’s Whimsical Home accurate and up to date, but we cannot guarantee that every page will always be completely free from errors or interruptions.

We may occasionally update, change or remove products, content, prices or other parts of the website.

Any changes will not affect an order you have already placed unless we are required to make a change by law.

All content on Ella’s Whimsical Home, including our name, logo, photographs, illustrations, written content, product descriptions and other original materials, belongs to Ella’s Whimsical Home or is used with permission.

You may view and use the website for your own personal, non-commercial purposes.

You may not reproduce, copy, modify, distribute or commercially use our content without our written permission.

We are responsible for supplying goods that meet the requirements of applicable consumer law.

Nothing in these Terms excludes or limits our liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.

We are not responsible for losses that are not a foreseeable consequence of our breach of these Terms or our negligence, or for losses caused by events outside our reasonable control, except where the law does not allow us to limit or exclude liability.

Sometimes circumstances outside our reasonable control may affect delivery or our ability to fulfil an order. This may include severe weather, natural disasters, transport disruption, strikes, government action or other events beyond our reasonable control.

If something like this happens, we will do our best to keep you informed and minimise any delay.

This does not affect your statutory rights.

We may update these Terms from time to time.

The version that applies to your order is the version available on our website at the time you place your order.

If you have a question about an order, a product, a return or anything else, please get in touch.

hello@ellaswhimsicalhome.co.uk

Every message is read with care. We aim to reply within 1–2 working days, although responses may take a little longer during busy seasonal periods.

These Terms are governed by the laws of England and Wales.

If you are a consumer, you will continue to benefit from any mandatory protections available to you under the laws of the country in which you live.

Nothing in these Terms affects any rights that cannot be excluded or limited by law.

You do not have to use this wording to cancel an order. A clear email telling us that you wish to cancel is enough.

To: hello@ellaswhimsicalhome.co.uk

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:
Item(s):
Ordered on:
Received on:
Name:
Delivery address:

Signature:
(only required if this form is sent on paper)

Date: