Shipping policy
Shipping Policy
Last updated: [2026-08-16]
This Shipping Policy applies to orders placed through https://www.ella-smile.net/.
This website is operated by ELLA SMILE LTD.
If you have any questions about your order or delivery, please contact us at:
support@ella-smile.net
1. Shipping destination
We currently sell primarily to customers in the United Kingdom.
If delivery to your address is not available at checkout, we may be unable to fulfil your order.
2. Pre-order products
Some products on our website, including DuoFlow II, may be sold on a pre-order basis.
Where a product is marked as a pre-order item, this means the product is not immediately available for dispatch at the time you place your order.
For our current pre-order products, the estimated dispatch time is approximately 45–60 days, depending on the selected colour, production schedule and stock availability.
The estimated dispatch timeframe will be shown on the product page, at checkout or in your order confirmation email where applicable.
The estimated dispatch time is an estimate only and is not a guaranteed delivery date.
By placing a pre-order, you agree that your order may be dispatched later than a normal in-stock order and in line with the pre-order timeframe shown at the time of purchase.
If there is a significant change to the estimated dispatch timeframe, we will contact you by email.
If we are unable to dispatch your order within the agreed or updated timeframe, you may contact us to cancel your order and request a refund.
3. Order processing
For in-stock products, we aim to process orders within 1–3 business days after payment is successfully received, unless otherwise stated on the product page.
For pre-order products, order processing will begin once the product becomes available for dispatch.
Business days are Monday to Friday, excluding UK public holidays.
During busy periods, promotional periods, product launches or unexpected operational delays, processing times may be longer.
4. Estimated delivery time after dispatch
Once your order has been dispatched, delivery within the United Kingdom usually takes approximately 2–7 business days, depending on the delivery service and destination.
Delivery times are estimates only and are not guaranteed.
For pre-order products, the total waiting time includes:
- The pre-order dispatch timeframe; and
- The delivery time after dispatch.
For example, if a pre-order product has an estimated dispatch time of 45–60 days, delivery will take place after the product has been dispatched.
5. Shipping costs
Shipping costs will be shown at checkout before you complete your order.
We may offer free UK shipping for eligible orders over a specified order value.
For example, where stated on our website, UK orders over £50 may qualify for free shipping.
Free shipping offers apply only where clearly stated and only to eligible orders.
The order value required for free shipping is calculated after discounts unless otherwise stated.
6. Buy One, Get One Free orders
If your order includes a Buy One, Get One Free promotion, the promotional items may be shipped together where possible.
If products in the same promotional order become available at different times, we may either:
- Ship the order together once all items are available; or
- Ship items separately where this is practical.
Unless otherwise stated, additional shipping charges will not apply solely because we choose to split a shipment.
7. Order confirmation and shipping confirmation
After placing an order, you should receive an order confirmation email.
Once your order has been dispatched, you may receive a shipping confirmation email with tracking information, where tracking is available.
Please make sure your email address and delivery address are correct when placing your order.
We are not responsible for delivery issues caused by incorrect or incomplete information provided by the customer.
8. Tracking information
Where tracking is available, tracking details will be sent to the email address used when placing the order.
Tracking information may take some time to update after the parcel has been collected by the delivery provider.
If you have not received tracking information after your order has been dispatched, please contact us at support@ella-smile.net.
9. Delivery address
You are responsible for providing a complete and accurate delivery address when placing your order.
If you notice an error in your delivery address, please contact us as soon as possible at:
support@ella-smile.net
We will try to update the address if the order has not yet been dispatched.
Once an order has been dispatched, we may be unable to change the delivery address.
If an order is returned to us due to an incorrect or incomplete address, failed delivery attempt or refusal to accept delivery, we may ask you to pay the reasonable cost of reshipping the order.
10. Delays
We do our best to dispatch and deliver orders within the estimated timeframe, but delays may sometimes occur.
Delays may be caused by:
- Production delays;
- Stock availability;
- Courier delays;
- Customs or import processing delays;
- Severe weather;
- Strikes or transport disruption;
- High order volumes;
- Incorrect or incomplete delivery information; or
- Other circumstances outside our reasonable control.
If your pre-order is significantly delayed, we will contact you by email where possible.
If we are unable to dispatch your order within the agreed or updated timeframe, you may contact us to cancel your order and request a refund.
11. Lost or missing orders
If your order has been dispatched but has not arrived within the expected delivery timeframe, please contact us at:
support@ella-smile.net
Please include:
- Your full name;
- Your order number;
- The email address used to place the order; and
- Your delivery address.
We may need to investigate the issue with the delivery provider before confirming the next steps.
Depending on the outcome of the investigation, we may offer a replacement, redelivery or refund where appropriate.
12. Damaged parcels
If your parcel arrives damaged, please contact us as soon as possible at:
support@ella-smile.net
Please include your order number and photographs of the damaged packaging and product.
Do not dispose of the packaging until we have reviewed your case, as it may be required for the delivery provider’s investigation.
13. Customs, duties and taxes
For UK orders, applicable taxes and delivery charges will be shown at checkout where required.
If we offer delivery outside the United Kingdom in the future, international orders may be subject to customs duties, import taxes or other charges imposed by the destination country.
Such charges are the responsibility of the customer unless otherwise stated at checkout.
14. Split shipments
In some cases, we may ship items in separate parcels.
This may happen where:
- Items are available at different times;
- Products are shipped from different locations;
- The order contains both pre-order and in-stock products; or
- Separate shipments are required for operational reasons.
If your order is split into multiple shipments, you may receive more than one shipping confirmation email.
15. Contact us
If you have any questions about shipping, delivery or your pre-order status, please contact us:
ELLA SMILE LTD
Website: https://www.ella-smile.net/
Customer Support: support@ella-smile.net
Registered Office: [Registered Office Address]
We aim to respond to customer enquiries within 2 business days.