Terms of Service

These Terms of Service cover every purchase made from, and all use of, the website run by Ellis & Rae ("we", "us" or "our"). By visiting our website or placing an order, you agree to these Terms of Service.

1. Scope

By visiting our website and/or buying from us, you agree to these Terms of Service as well as our Shipping & Delivery Policy, Privacy Policy and Return & Refund Policy.

If you do not agree with these terms, please do not use our website or services.

2. Product information

We do our best to show accurate product descriptions, photos, specifications, size details and prices.

Because of differences in screen settings, lighting, photography and production batches, colours, textures or the overall look of a product may differ slightly. Such differences are not a product defect.

Small differences that do not affect how the product is meant to be used or how it works are not considered a product being "not as described".

We may correct errors, inaccuracies or missing information at any time without notice.

3. Orders and payment

We only process an order once the full payment has been received.

The payment methods available to you may depend on your location.

By placing an order, you confirm that you have checked:

• the product description;
• the product photos;
• the size information;
• the expected delivery times;
• our Return & Refund Policy;
• these Terms of Service.

You are responsible for making sure your billing, payment and shipping details are correct before completing your order.

4. Processing and shipping

Processing time: 1–3 business days
Expected shipping time: 5–12 business days

Orders are sent directly from our international suppliers.

The expected delivery time starts once processing is complete.

Shipping times are given in business days and are estimates only. They may be longer because of customs checks, carrier delays, weather, holidays, busy seasons or other circumstances outside our control.

A shipment that is still within the stated delivery time is not considered lost.

You will automatically receive tracking details as soon as they are available.

5. Returns, exchanges and cancellations

Returns, exchanges, refunds, size questions, damaged items and cancellations are all handled according to our Return & Refund Policy.

If you are not happy with your purchase, we encourage you to contact our customer service first, before starting a payment dispute, so we can find a suitable solution together.

6. Liability

You are responsible for giving us correct shipping details.

Requests to change your address must be made within 24 hours after placing your order.

An order counts as delivered once the carrier marks it as delivered at the shipping address you provided.

We are not responsible for packages reported lost or stolen after the carrier has confirmed delivery.

7. Customer service

Your satisfaction matters to us.

Where appropriate, we resolve issues through a return, exchange, replacement, partial refund, store credit or another solution we agree on together.

We ask you to contact our customer service and give us a reasonable chance to solve the issue before starting a chargeback or payment dispute.

8. Chargebacks

If a chargeback or payment dispute is started before our customer service has had a reasonable chance to resolve the matter, we may share all relevant information with the payment provider or card issuer.

This information can include, among other things:

• order confirmations;
• tracking details;
• proof of delivery;
• communication with the customer;
• product descriptions;
• product photos;
• checkout records;
• the store policies that apply.

9. Intellectual property

All content on this website, including texts, images, branding, logos, graphics and product descriptions, belongs to Ellis & Rae. It may not be copied, reproduced or shared without our written permission.

10. Complaints

For questions or complaints, please contact us at support@ellis-rae.com. We aim to reply within 3–5 business days.

11. Applicable law

These Terms of Service are governed by the laws of the Netherlands. This does not take away any protection you have under the mandatory consumer laws of the country or state where you live.

12. Changes to these terms

We may change these Terms of Service at any time. If you keep using our website after a change, you accept the updated terms.

Contact

Ellis & Rae
📧 support@ellis-rae.com