Frequently Asked Questions

Here you can find a list of the most frequently asked questions from our customers, if you can’t find the information that you are looking for here then please don’t hesitate to contact us by phone on 020 8361 2986 or by email – we’d love to hear from you!

How do I contact your customer services department?

Our customer services team can be contacted on the following telephone number: +44 (0)20 8361 2986

Monday to Thursday (9:30a.m. – 5:30 p.m. (GMT)
Friday (9:30a.m. – 4p.m.)
Saturdays, Sundays & Bank Holidays Closed

If we are not in the office when you call please leave a message on our answer phone and we will call you back within 24 hours.

Alternatively, you can email the team at or write to us at Elly Pinx Ltd., Unit 6C, Bounds Green Ind. Estate, Southway, Bounds Green Road, London N11 2UL

How will I know if a product is out of stock?

If the item you are looking for is out of stock it will show as out of stock on the product page.

What countries do you ship to?

We offer delivery to all European countries, Russia, USA, and Australia.

Will I need to pay customs duty on my order?

Each country has different rules, so we would advise that you contact your local postal service to find out more about the costs in your country. Our shipping costs do not include any customs or import duties.

Can I add a new item to an existing order?

Unfortunately, once your order has been confirmed via email you can add a new item to your order if your order has not been processed yet. Should you wish to add new item, please contact our customer services by phone or email us.

What payment methods do you accept?

We accept the following credit/debit cards: MasterCard, Visa, Visa Debit and Visa Electron. All payments are securely processed through Worldpay.

Is it safe to use my credit/debit card on Elly

Yes. We process all credit/debit card transactions using Worldpay. We are completely PCI compliant and we encrypt all sensitive data supplied to us so that it cannot be accessed by anyone once you have supplied it to us, making your data 100% secure.

When will I receive my order?

Please refer to our delivery policy for the delivery times.

How do I return or exchange an item?

Please refer to our returns policy.

Do you offer a repair service?

No, we do not offer this option.