The important bit...

Processing your Order

When you click on ‘Proceed to Checkout’ at the checkout, you offer to buy the Goods at the prices indicated including any delivery charges that apply to your purchase. All orders will be subject to the conditions laid out below. Full secure payment will be required once you have placed an order on line.

If your order is accepted, you will be notified via email of this after you submit your order by clicking ‘Proceed to Checkout’. As the confirmation is sent to you automatically, an error may have been made of which we are not aware despite our best efforts. We therefore retain the right to cancel the order and provide a full refund in accordance with our Errors Policy below. No order is binding on you or Ella’s Kitchen Company Ltd. until we have accepted it. You will own the items we supply you from the moment they are put in the hands of the courier or postal service, or on payment in full of the price of the Goods and any delivery charge, whichever is later.

Methods of Payment

We accept MasterCard, Visa, Visa Debit and PayPal as valid methods of payment.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Ella’s Kitchen Company endeavours to provide all physical, electronic and procedural safeguards to help guard your personally identifiable information. All transactions are securely completed through Protx.

We restrict access to personal information to those persons who have legitimate purpose to know them to provide products or services to yourself from Ella’s Kitchen Company. Providing you with the safest way to purchase is our upmost concern. Therefore we would like to reassure you that all payment details given to us are held in a secure server that is encrypted.

Please be aware that any email or other transmission sent through the Internet cannot be completely protected against unauthorized interception.

If you have a complaint about a product or service please contact us. Once your complaint has been received we will deal with it within 48 hours. If there are any delays you will be notified either by phone post or e-mail.

Credit Card Security. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Methods of Ordering

Ella’s Kitchen Company gives you three easy options to place an order. You may do one of the following: * Order online; Order by telephone +44 (0) 7796 091240 if we don’t answer we are probably busy in the workshop so please leave a message and we will get back to you; or order by sending an email to info@ellaskitchencompany.com with your full contact details, items you wish to order and we will confirm costs and delivery.

Pricing

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the products ordered plus delivery. All prices are subject to change without notice. For exports, post Brexit duties/taxes and additional carrier admin charges are unfortunately now applicable and will be charged in addition to our standard shipping. Please do contact us for more information.

Availability

Our pantries and storage solutions are primarily handmade to order. We aim to dispatch within 2-3 weeks of receiving your order. Smaller products are generally a shorter delivery time of 5-7 days. Please contact us if you require one of our products by a specific date and we will do our best to help if we possibly can.

In the unlikely event of a delay we will inform you of the expected waiting time.

Delivery

Please visit our Postage page for further information.  We can deliver to most countries, but post Brexit arrangements are now incurring additional duties and taxes that will be charged extra. Please contact us for more information. The first few months experience of exporting is addin=ng about £50 for small deliveries and £100-£150 for our larger items.

For deliveries to the Scottish Highlands, Northern Ireland, Channel Islands or outside of the UK please contact us as depending on the volume of item there may be an additional charge.

Customs

When ordering goods from Ella’s Kitchen Company Ltd. for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Ella’s Kitchen Company, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Cancellation

You have a statutory right to cancel your order and receive a full refund for any item or service, apart from items (1) personalised for you; (2) ‘made to order items’ or (3) bespoke painted items. Any of the previous items (1) (2) or (3)  will be liable for the non refundable 50% of the total cost of the item, which is due when the order is placed.  Bespoke refers to any items painted a certain colour, or made in any dimensions exclusively for the customer.  You may cancel your order by sending us a letter or e-mail cancellation at any time up to and including the seventh day after the day on which you receive your purchase. If you exercise your statutory rights to cancel you must immediately return the unwanted items following the packaging instructions in the Returns Policy section below.  Please note that we (Ella’s Kitchen Company) has the right to acknowledge the order of a bespoke item (1) (2) or (3) as cancelled if funds are not forthcoming.  In this case the customer will forfeit their 50% downpayment towards the ordered item.

Returns Policy

We hope you will love your Ella’s Kitchen Company purchase, but if you find it unsuitable or are not entirely satisfied, provided you notify us within 7 days of receipt and return it to us within 14 days of receipt unused and in its original packaging and in perfect condition, you will be entitled to a refund, less our costs of postage and packing, or an exchange. Please ensure that the product is packed and labelled carefully so that it is not damaged or lost in transit as the goods are at your risk until they are returned to us. We recommend using registered post and retaining the proof of postage. Please note that we cannot refund return delivery charges unless the item you received was incorrect, damaged or faulty.  If an item is recieved faulty and you have notified us within the correct amount of time, it may be that we ask you to dispose of it.  We will not pay for the cost of return unless it is sanctioned by us so please check before returning the goods to us.  This does not affect your statutory rights. To return any products to us, please: 1. Contact us at info@ellaskitchencompany.com stating: * your order number * reason for the return of your order * whether you would like a refund or exchange 2. Pack the items back in the parcel, attach the invoice and send it back to:

Unit J, Stanley Court, Glenmore Business Park, Salisbury, SP27GL

Descriptions

We take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct at the time when the relevant information is entered onto the system. Although we aim to keep the Website as up to date as possible, the information, including product descriptions, appearing on this Website at a particular time, may not always reflect the position at the exact moment you place an order. In addition, while every effort is made to ensure accurate colour reproductions, colour may vary in accordance with the settings of your monitor, software or printer.

Errors

In the event an Ella’s Kitchen Company product is listed at an incorrect price due to technical error or error in pricing information, Ella’s Kitchen Company shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If your credit/debit card has already been charged for the purchase and your order is cancelled, Ella’s Kitchen Company shall issue a credit to your credit/debit card account in the amount of the incorrect price.

Refusal of Transaction & Eligibility of Purchase

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website.We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must: * Register by providing your real name, phone number, e-mail address, payment details and other requested information * Be over 18 years of age * Stipulate a delivery address. Please note that PO Box numbers, hotels and accommodation addresses are not acceptable * Possess a valid credit or debit card issued by a bank acceptable to usBy making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number, to authenticate your identity, to validate your debit/credit card, to obtain an initial debit/credit card authorisation and to authorise individual purchase transactions.These Terms and Conditions and your use of our Website are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.This Website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this Website or the placing of any order through this Website from outside the UK complies with any applicable non-UK laws or regulations.

Access to Ella’s Kitchen Company Website

We will do our utmost to ensure that availability of this Website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

Licence for website access

Ella’s Kitchen Company Ltd. grants you a limited licence to access and make personal use of this website, but not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Ella’s Kitchen Company. This licence does not include any resale or commercial use of this website or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools.

And then…

If you have tried to contact us without success, we are not ignoring you!  As a small business we are often out of the office at Sales and Fairs or in the Workshop. Please do not despair, we will contact you as soon as we can.