The following terms apply when you buy goods from us through our Webshop on the Deliciously Ella website or app.
You can find everything you need to know about Deliciously Ella and our products on our website and app before you order.
We also confirm the key information to you in writing after you order, either by email or in your online account.
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. If you need any help with this, please contact our Customer Services Team here
Each step allows you to check and amend any errors before submitting the order. Please read and check your order carefully before submitting it.
When you place your order at the end of the online checkout process, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted by us.
We will only accept your order when we email you to confirm this (which we refer to as the Order Confirmation). At this point a legally binding contract will be in place between you and us; and we will dispatch the goods to you. You must ensure that the Order Confirmation is complete and accurate, and inform us immediately of any errors.
We are not responsible for any inaccuracies in the order placed by you. By placing an order you agree to us giving you confirmation of the contract by means of an email with all necessary information confirming the order in it.
Sometimes we cannot accept orders. If this happens, we will contact you. This is typically for the following reasons:
The price of our products and any additional delivery or other charges are those that are set out on the website and app at the date of the order, or such other price and/or charges as we may agree in writing.
Prices and charges include VAT at the rate applicable at the time of the order.
You must pay by submitting your credit or debit card details with your order, and we will take payment immediately.
If your payment is not received by us and you have already received the products, you must:
When you sign up for one of our digital subscriptions (Subscription) you will have the option to select one of our current subscription plans (a Plan ). Each Plan will start on the day you sign up or reactivate a pre-existing Subscription and make payment via a valid payment method as stated on the Deliciously Ella platform and app from time to time (Payment Method).
Monthly Subscription Plan and payment. Each billing cycle for a Subscription billed on a monthly Plan is one calendar month in length. Your Subscription will automatically renew each month, and you will be automatically billed the monthly Plan fee to your Payment Method each month, unless or until your Subscription is cancelled or terminated. You will be billed on the same date each month which will be the date you signed up. Where such date does not exist in a particular renewal month, you will be billed on the day immediately preceding the date of expiry of your current Subscription. For example:
Yearly Subscription and payment. Each billing cycle for a yearly Subscription is one calendar year in length. Your Subscription will automatically renew each year. We will automatically bill the yearly subscription fee to your Payment Method each year, unless or until your subscription is cancelled or terminated. You will be billed on the same date each year. So, if you sign up on 15 January 2020 you will be billed on the 15 January 2021 and 15 January of each subsequent year.
By continuing your Subscription you authorise billing your Payment Method accordingly. Your Payment Method must by current and valid at all times. If your Payment Method expires, you must update it. We may end your Subscription if you fail to make payment when it is due.
If our supply of your products are delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team, here, to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
Details of our delivery and returns policy can be found here
For most of our products bought online through our website or Deliciously Ella app, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
You can't change your mind about an order for:
If you change your mind about a product you must let us know no later than 14 days after:
How to let us know . To let us know you want to change your mind, contact our Customer Service Team, here.
You have to return the product at your own cost . You have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. You can:
We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
When and how we refund you. If your product is digital content or products that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
We tell you when and how you can end an on-going contract with us (for example, a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team.
For Subscriptions, you may cancel your Plan at any time before your Plan renews, by going into the Deliciously Ella platform or app subscription settings on your device and cancelling your Plan. If you subscribed via the desktop version of the app, you must cancel your subscription via the desktop app. To do this, simply login, go to my account > account settings > membership > select ‘cancel my membership’.
If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:
If your digital content is faulty, you're entitled to a repair or a replacement.
If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation
Changes we can always make. We can always change a product:
Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received:
We can suspend the supply of a product. We do this to:
We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 1 month we adjust the price so you don't pay for it while it’s suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 1 month you can contact our Customer Service Team, to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know at least 30 days in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you for a product and claim any compensation due to us if:
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
How we use any personal data you give us is set out in our Privacy Policy.
Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our Complaints policy.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Centre for Dispute Resolution (CEDR) through their website at https://www.cedr.com/. CEDR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. However, you can transfer our guarantee to a new owner of the product. We can require the new owner to prove you transferred the product to them.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
