Frequently Asked Questions
Which countries do you deliver to?
We deliver to the United Kingdom, Australia and Germany.
How much does delivery cost?
Standard Delivery is free on all orders in the United Kingdom, Australia and Germany, with no minimum spend.
How long does delivery take?
Standard Delivery takes 7 to 16 business days in total (1 to 4 days to prepare your order and 6 to 12 days in transit). Orders placed before 5:00 PM (UK time) on a business day start processing the same day.
Where do you ship from?
Ellis & Hart is based in London. We work with fulfilment and logistics partners, so your parcel may be sent from one of their warehouses. The delivery times above always apply.
Can I track my order?
Yes. Every order is sent with a tracked service, and we email you the tracking number when your parcel leaves the warehouse.
Which age is a toy suitable for?
Each product page shows the recommended age and any safety warnings. Please read them before you buy and supervise young children during play.
Can I return an item?
Yes. You can return new, unused items in their original packaging within 30 days of delivery. Faulty, damaged or incorrect items are free to return: we reimburse your return postage. For change-of-mind returns, the return postage is yours, and there is no restocking fee. Customers in Germany also have a 14-day statutory right of withdrawal. Full details are in our Refund Policy.
How long does a refund take?
We process your refund within 7 business days of receiving and inspecting your return, back to your original payment method. Your bank may need a few extra days.
What if my order arrives damaged?
Email support@ellisandhart.com within 30 days of delivery with your order number and photos. We will send a replacement or a full refund, whichever you prefer.
Can I cancel my order?
Yes, at any time until your order is dispatched. Contact us as soon as possible.
Do you have a shop I can visit?
No, we are an online store only. Our address in London is our registered office, not a shop or a returns address.
How can I contact you?
Email support@ellisandhart.com or call +44 7456 789754, Monday to Friday, 9:00 AM to 5:00 PM (UK time). We reply within 24 hours on working days.