Customer Help
Common purchase queries answered
Orders and Shipping
Orders can take 3-5 days to process before being dispatched.
UK Standard delivery (3–5 days) FREE
- FREE for orders to UK over £50
- £4.95 for orders under £50
- Orders will be delivered Monday–Saturday (excluding bank or public holidays)
Next day delivery (order by 2pm) £7.95
- Orders placed by 2pm Monday–Thursday will be delivered the next day
- Orders placed Friday–Saturday or by 2pm Sunday will be delivered on the following Monday
- Orders placed after 2pm will be delivered within 2 days
- Orders will be delivered Monday–Friday (excluding bank or public holidays)
- Signature required upon delivery
Collection (From Bax Castle, Two Mile Ash Road,Horsham, RH130LA)
- FREE – We will contact you by email to arrange a collection time and date,
You can create an account when using the checkout service.
If you could like to change your address please contact us at info@fragrancedbyellamay.com.
We are more than happy to change the address for you if your order has NOT been dispatched.
Once your order has been dispatched you will receive a tracking number from Hermes to check the status of your order.
Please view our privacy document.
Tax is included in the price shown.
We currently only ship within the UK.
Unless your order has been pre ordered or out of stock all items will come in one parcel.
If you need to swap an item
Returns and Exchanges
We want you to be delighted with your purchase, but if you are not, you can return any item within 14 days of receipt, provided the products are returned complete, in perfect condition, unused and with their original packaging.
Please contact us as soon as possible at info@fragrancedbyellamay.com.
We stand by the high quality of all our Products. Each Product will have been inspected prior to packing. If you have received any Products that are damaged or faulty, please accept our sincere apologies. Please see our Returns Policy for details of how to return any damaged or faulty Products.
Unfortunately, we cannot offer exchanges for orders placed online. Please return your item/s by post or in store and place a new order.
Please include the following details when returning your order:
- Your full name
- Order number
- Address
- Email address
- Daytime telephone numbe
Make sure your items are securely wrapped and send your return to the following address:
Returns Department
Fragranced by Ella May
Bax Castle
Two Mile Ash Road
Horsham
RH13 0LA
You will be notified via e-mail has soon as your return has been processed. This can sometimes be a few days after we receive your parcel at our warehouse – if you want to check that your order has been received, please use the tracking provided for your chosen return method.
Please note, the fee for these services is payable by you and is variable based on the weight and dimensions of your parcel and the service you select.
Please do ensure you keep a copy of your proof of postage, as we are responsible for your parcel only when it has been received into our warehouse. Items lost in transit will not be treated as returned.
Please contact us as soon as possible at info@fragrancedbyellamay.com.
If you would like to change your address please contact us at info@fragrancedbyellamay.com.
We are more than happy change the address for you if your order has NOT been dispatched.
If you would like to cancel your order please contact us at info@fragrancedbyellamay.com.
We are more than happy to cancel the order for you if your order has NOT been dispatched.
We do not currently offer a pre-order service but we are working hard to get your item back in stock.