FAQ’s.
FAQs
How do I place an order?
All orders must be placed via our website: www.elizahenri.com.
What payment methods do you accept?
We accept all major credit and debit cards, Klarna, Clearpay, and Apple/Google Pay.
What are your shipping costs?
• £3.50 for tracked 48
• £4.50 for tracked 24
• VIP queue-jumper if you’re in a hurry and need your order to dispatch same day £7.99. (Not eligible for personalised, embroidery or printed glitter).
These are our main services and we do recommend that you use these for the fastest and most efficient service. However, we do also offer other services for smaller orders which will show on your options at check out, depending on the weight and value of your order.
Do you ship internationally?
Yes we ship worldwide but we currently do not ship to the EU or Northern Ireland due to new requirements. We hope to resume shipping to Northern Ireland very soon.
Is there a minimum order requirement?
No, although we are a wholesaler, you are welcome to order as much or as little as you like, as often as you like.
How can I reach or contact you?
You can reach us via email at support@elhen.com or via our website contact us page. Please allow 1-2 working days for a reply before trying another contact message. Multiple contacts via different platforms will only result in delays. If the message is urgent please type URGENT in the email subject so we can try our best to help you quickly.
What if I missed something off my order?
You can use request to include additional items after placing your order but this must be confirmed with us first and then we can give you a code to add to your order. The code can only be used if we have approved this first as we work very fast so your order may have already been processed and we will need to make sure the team can hold it before you add on.
What is your current turnaround timescale for dispatch?
Our standard turnaround time is 1–5 working days. We aim for the fastest time but during busy periods it can be at the higher end. Personalised items and embroidery do have longer turnaround times. Printed glitter and bow boxes can also be a little longer than usual.
I haven’t received an order confirmation—what should I do?
Order confirmations are sent automatically to the email you provided at checkout. Please check your junk or spam folder if you haven’t received this.
What if I haven’t received a response to my email?
Our primary contact methods are via email (support@elhen.com) or our website contact page, or via the Eliza Henri (elhen) Facebook page.
What should I do if an item is missing from my order?
Please report any missing items via email within 48 hours of receiving your prefer. Unfortunately, we cannot investigate or resolve issues reported beyond this timeframe.
What should I do if an item arrives damaged?
You must report any damaged items to us via email within 48 hours of delivery. We cannot address reports of they are made outside of this timescale. Please email us with images of what you’ve received and your name and order number.
Do you offer pre-orders?
Generally, no, we only sell items that are physically in stock and ready to ship. This creates a smooth process for both yourself and us. However, for some items that are made to order such as our die cutters, we do offer pre orders throughout the year where there is a high demand for a product.
How can I find out when out-of-stock items are available again?
Please the ‘Notify Me When Available’ option on the product page, and we’ll alert you via email soon as the item/s are back in stock.
I haven’t received tracking information—what should I do?
If your tracking details are missing from your email or account, please email us and we’ll check and resend the information. Be sure to check your junk/spam folder first as most of the time it’s filtered into junk.
Where are you based, and do you allow collections?
We are based in Warrington, Cheshire. We don’t currently allow for Collections but hope to in the very near future.
Why haven’t you responded to my question on Facebook about my order?
For data protection and privacy reasons, we cannot discuss order-specific queries across our social media. Please contact us via email for any further assistance. Comments about orders directly may be deleted to ensure we do not breech dp or confidentiality.
Can I use your photos to promote my business?
Yes, we actively encourage the use of our photos, to help advertise. You are very welcome to use any images from our website or social media, provided they are not watermarked with another customers logo. However, all we kindly request is that you do not share our product images on any shared supplier forums as most of the items we create are generally exclusive.
Can I return items I no longer need?
Unfortunately, as a B2B supplier, we do not accept returns or provide refunds for any unwanted items.
How can I make a complaint?
To raise a complaint, email us at support@elhen.com. A team member will acknowledge your concern and attempt to find a resolution within 72 hours.
What if I want to cancel my order?
Due to our fast dispatch process and the associated costs (transaction fees, shipping purchases etc), we cannot cancel an order once it has been processed.
What if I entered the wrong delivery address?
Contact us immediately by email, with the subject URGENT and we will do our best to amend the address on our system. Please note that changes cannot always be guaranteed once an order has been processed and if the label has been created and the parcel has been collected, it’s then out of our hands in terms of changing this for you.
For any further questions or assistance, please don’t hesitate to get in touch with our team. Happy Shopping!
