COVID-19

Customer service informationFrequently asked questions

Supporting colleagues and customers

The welfare of our customers and our employees remains our priority. As guidance changes we continue to make changes to the way we pick and pack orders ensuring that best COVID-19 practice is followed.

Deliveries

We aim to despatch all orders placed by 6pm however please allow up to two working days for delivery. DHL, our delivery partner has advised that deliveries will be made over a 4 hour window. (Other delivery conditions remain unchanged).

Customer service

Our customer service team is operating normally. The quickest way to place an order is online, we are on hand for advice and support and if you prefer can take your order by phone.

We are currently receiving a high volume of calls. We are available between Monday – Thursday 8.30am – 5.00pm and Friday 8.30am – 4.00pm. To save you time we have answered frequently asked questions below. 

Frequently asked questions

Can I track my order/When will I receive my order?

We aim to despatch all orders placed by 6pm on the same working day for next day delivery, however please allow up to two working days for delivery. 6pm next day delivery excludes Isle of Wight, Isle of Man, AB, BT, FK, GY, HS, IV, JE, KA, KW, PA, PH postcodes. Please allow an extra two days for deliveries to the Scottish Highlands and Islands.

Orders placed on Friday will be delivered during the next working day (Monday). Any order placed on Saturday or Sunday will be despatched on the next working day for delivery the following day.

DHL, our delivery partner has advised that deliveries will be made over a 4 hour window. (Other delivery conditions remain unchanged.

Can I track my order

You can track your Ellisons order directly through the My Account Page. Once your order has been placed and shipped, you will be able to track your own delivery direct with our courier. This is the fastest way to see where your parcel is and when it will be delivered. Logging in below will offer you real-time details of your parcel’s progress..

  1. Simply login.
  2. Click on orders and press view on the order you wish to track.
  3. You can then choose whether to view your tracking information or your invoice.
  4. Click view/track shipments to see your latest delivery information. Here, you will be able to see your parcel’s progress and when it will be expected to be delivered.

Can I make any address changes?

Amendments to orders cannot be made, however, if you require a parcel to be re-directed please email [email protected] with your order number and the address amendment. We will then re-direct your parcel with DHL.

Please note this will cause a 24 hour delay to you receiving your parcel.

Our customer service team available between Monday – Thursday 8.30am – 5.00pm and Friday 8.30am – 4.00pm to answer customer related questions or help in any way we can. Please email [email protected].

When will an item be back in stock?

The approximate date of when an item is due back in stock is listed on the item page and is current and up to date as example below.

Stock information example

Restrictions on products, how many can I have?

To ensure availability to the greatest number of customers, we have set an order limit on some of our products until further notice. Please remember we are currently unable to accept and process phone orders.

Eligibility/certificates

To upgrade your account to purchase a restricted product please send proof of your professional qualifications along with your name, business name and full address including postcode to [email protected]

Your account will be updated within 24 hours.

Returns and order discrepancies including missing, damaged, faulty

Should you need to contact our customer support team regarding a return please email [email protected] with the following information:

  • Account number
  • Order number
  • Full address including postcode
  • A full description of the fault/discrepancy

Please include supporting photographic evidence.

We expect to take 5 working days to process returned products from the date of arrival to us.

Invoice requests

Please send a request to [email protected] along with your account number, name, salon name, full address including postcode and the dates of the invoices you require.

We will aim to provide these within 24 hours

Placing orders

Please place your order online at www.ellisons.co.uk.

Forgotten passwords/how to log in

Please visit my account section on the website www.ellisons.co.uk click log in and then forgotten password. Please follow the instructions.

Cancelling back orders

Please send a request to [email protected] along with your account number, order number, full address including postcode and the items you would like to remove.

We will aim to action this within 24 hours.