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Frequently Asked Questions

Please read our FAQ before sending us a message.

HOW DO I PLACE AN ORDER?
Placing an order couldn’t be easier, simply follow these steps.
 
1. Click Add To Cart button to place the item you want to buy in your cart.  
 
2. Once you have finished shopping, click on the cart icon to view the items in your cart and to pay. This will appear on the top-right of the screen, and at the top right hand side of the screen for mobile. If you’re happy with the items in your cart, click Checkout.
 
3. Enter your email address, billing and shipping information. You will then be taken to the Confirm and Pay page.
 
4. Review and confirm the items in your order.
 
5. If you have a promo code or voucher to spend, you’ll need to enter this under the Promo Code or Vouchers tab. If none, proceed to next step.
 
6. Confirm your delivery address and delivery method.
 
7. Confirm your payment method and Place Order.
 
An email confirmation will be sent to your registered email address to let you know your order details. Ella’s Palace will be marked as a safe sender in your email account, but checking your junk mail as some emails may be routed there automatically.
WHAT IF MY CREDIT CARD IS DECLINED?

If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.

WHICH PAYMENT METHODS ARE ACCEPTED IN ELLA'S PALACE?

For all online purchases, Ella’s Palace accepts the following forms of payment:
Visa, Verve & MasterCard. We also accept BANK TRANSFERS.

HOW LONG WILL DELIVERY TAKE?

📦Flat rate ( 3 – 6 Working Days). 🚚Waybill Delivery ( 5 – 7 Working Days)

HOW SECURE IS SHOPPING AT ELLA'S PALACE ONLINE SHOP? IS MY DATA PROTECTED?
At Ella’s Palace, our customer’s security is paramount, and we’re committed to ensuring to keep our customers safe on all activities on the platform. In order to do this, we perform security checks on some orders.
 
If we’re unable to validate your order, we may get in touch to ask for a little more information from you.
 
Part of our security checks may leave a soft footprint. But be rest assured that these security checks won’t affect you in any way, rather to keep you and everyone safe.
 
In the unlikely event of unauthorised use of your card or payment method, you must report the transaction to your payment provider – mostly your bank. We also recommend that you use alternative payment options, as we have a few of them.
WHAT EXACTLY HAPPENS AFTER ORDERING?
An email confirmation of your order will be sent to your registered email address to let you know your order details. Ella’s Palace will be marked as a safe sender in your email account, but checking your junk/spam mail as some emails may be routed there automatically.
 
Then your order will be processed and ship to the registered address.

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