About Us & FAQ
WHERE IS YOUR STORE BASED?
Our online store is based here in Upper Hutt, Wellington, New Zealand
WHO MAKES MY ITEMS?
Your gorgeous items are all currently made here by me, Keryn, mum of twin girls, currently 7, going on 13.
HOW DO I PLACE AN ORDER?
All orders are required to be placed through our website - if you have any non-standard changes you'd like to make (changing colours of clips, sizes etc) please email us to check before ordering. I an more than happy to customise clip sets where possible.
I WOULD PREFER TO SHOP IN-STORE, WHERE ARE YOU STOCKED?
As well as online through our website, you can buy our items from our stockists - you'll find our pretties in-store at:
I LOVE YOUR STUFF, CAN I STOCK IT IN MY SHOP?
Yes! We would love to hear from you if you are interesting in wholesale, and stocking our products in your store, please send a message to email@example.com, with a little bit of information about your store, location, and the items you are interested in - we will back in touch with you as soon as possible.
WHAT SHOULD I DO IF I HAVE MADE AN ERROR IN MY ORDER?
If you have made an error when ordering then please email us straight away so we can amend your order before it is shipped. If the order has been marked as shipped, it is too late to make changes.
HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?
All of our items are made to order, and as such do not generally ship straight away - sometimes you will get lucky though! Please allow 2-3 days for your order to be made before it ships.
HOW MUCH IS SHIPPING?
All NZ orders are couriered, $5 for all non-rural, $6.50 for rural, and ALL NZ orders ship free if your purchase is over $60.
Please note that we can not ship to PO Boxes, and do require a physical address for the courier.
Australian, USA, Canadian and UK shipping is also available, and for other international orders, please message me via firstname.lastname@example.org to organise a quote. Please be aware that there is an extended timeframe for all international deliveries, and these are not able to be tracked.
CAN I PICK MY ORDER UP?
At this stage, no, we do not allow pick-ups from our home address.
WHAT PAYMENT METHODS DO YOU TAKE?
We accept all major credit cards and PayPal which are processed through our secure checkout. We also offer Pay by LayBuy where you can get your order now and pay it off interest free over 6 weeks.
DO YOU OFFER GIFT VOUCHERS?
Currently, no. This may change in the future, so keep an eye out.
I'VE RECEIVED MY ORDER AND SOMETHING IS WRONG.
I work very hard to produce high quality, handmade items and I would like you to be delighted with your purchase. If for any reason you are unhappy with your purchase, please do let me know by emailing.
We do not give refunds for change of mind.
Please be aware that since all of the items in store are handmade, some variations between products may occur.
Original shipping charges are non-refundable; return shipping fees are the responsibility of the buyer, and they must be sent via tracked courier. For all returns, items must be returned in their original condition and shipped back in appropriate packaging. Ess and Elle is not responsible for any damage to items being returned and a return will not be accepted if items are damaged when they arrive.
Refunds will only be issued in the case of an item being assessed as faulty by us. Contact must be made within 7 days after the date of delivery, and items must be returned and received via tracked courier.