Shipping policy
Shipping & Returns Policy
Published November 2025 (adjusted March 2026)
At The Edit By Dr Ellie, we want every part of your experience to feel seamless, from the moment you place your order to the moment it arrives on your doorstep. Below you’ll find everything you need to know about shipping, delivery, returns and refunds.
1. Shipping Information
1.1 UK Shipping
We are pleased to offer reliable, tracked delivery across the UK.
- Standard UK Delivery - Royal Mail
- Estimated Delivery: 3–5 working days
- DPD Express Delivery: 1–2 working days
- Cost: Displayed at checkout
- Free delivery thresholds may apply during promotions
1.2 International Shipping
We do not offer international shipping at this time.
If you have questions regarding international delivery, please contact customer@theeditbydrellie.com
2. Order Processing
We make every attempt to dispatch orders placed Monday - Friday before 12pm within 48 hours.
Orders placed after 1pm or over weekends/bank holidays are dispatched within 48hrs.
During peak periods (sales, launches, holidays), processing times may be slightly longer.
Once your order is dispatched, you will receive a confirmation email with your tracking number.
3. Returns Policy
We hope that you love your Edit By Dr Ellie purchase, but if something isn’t quite right, we’re here to help.
3.1 UK Returns
We offer UK returns within 30 days of payment of your order. Customers are responsible for the cost of returning items to us, unless the item is faulty or incorrect.
Items must be unused, unopened, and in their original packaging, including tamper-evident seals.
Items must be returned in their original condition. Altered, used or damaged goods may not be refused. We may request photographic images of the goods for inspection/review prior to the return of goods.
Gifts, samples or promotional items are non-refundable.
To initiate a return, please contact our helpful and friendly team at customer@theeditbydrellie.com. They will guide you through the simple, paperless process.
4. Conditions For All Returns
To protect the integrity and safety of our products, returned items must meet the following criteria:
Items must be returned in the same condition in which they were received.
If your item arrived damaged or faulty, please contact us as soon as possible with photos of the issue.
If your order included a free gift, it must also be returned unused and unopened to process your refund.
Returns received outside the 30-day window may not be accepted.
5. Refunds
Once your return arrives with us, it will be inspected within 7 working days.
Approved refunds will be issued to your original method of payment.
Depending on your bank, refunds may take up to 14 working days to appear.
If a refund cannot be issued back to the original payment method, store credit may be offered.
Original shipping fees are non-refundable unless the item was faulty or damaged on arrival.
You will receive an email notification once your refund has been processed.
6. Exchanges
We do not currently offer direct exchanges.
To receive a different item, please return your eligible product for a refund and place a new order.
7. Order Issues & Cancellations
7.1 Order Changes
Once an order has been placed, we are unable to guarantee amendments (address changes, product changes, etc.) before dispatch. Please contact us immediately and we will do our best to assist.
7.2 Order Cancellations
You may cancel your order until it has been shipped.
If your order has already been dispatched, you may return it once received in accordance with our returns policy.
7.3 Missing, Incorrect, Or Damaged Items
Please notify us within 7 days of delivery.
We may request photographic images to help resolve the issue swiftly.
8. Your Statutory Rights
Nothing in this Shipping & Returns Policy affects your statutory rights under UK consumer law, including your right to cancel within 14 days of receiving your goods.
If you need help with an order, a return, or anything else, our customer care team is always here for you: customer@theeditbydrellie.com
