|  0817 001 2869 | 0814 218 8402
24hour Flash Sale!   |   Pay for your gorgeous items online, at a bank or on Delivery   |   Free Shipping on Prepaid Lagos Orders over 15,000   |   Next Day Delivery across Lagos!

FREQUENTLY ASKED QUESTIONS

    REGISTRATION

    Do I need to register to shop?
    No, you can check out as a guest but registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

    By registering, will I automatically receive marketing emails from you?
    No, unless you sign up to our newsletters. If you do sign up, and no longer want to receive E-mail updates, you can ask to be taken off our mailing list at any time.

    By registering, will you pass my details on to any other companies?
    No, we will never pass your details on to any other companies.

    What do I do if I have forgotten my password or my password does not work?
    If you've forgotten your password you would need to reset it. Simply follow the Forgotten Password instructions, or click here to change it. For security reasons, we cannot send you your password via email.
    Once you have requested a new password you will receive an E-mail with a link to change your password. If your new password does not work please click contact@ellamatthew.com to contact our Customer Service Representatives for assistance.

    How do I create an account?
    Creating an Ella Matthew account means that you can easily shop with ellamatthew.com. To create yours now, simply click here and follow the new customer instructions to create your account.

    What is your online security policy?
    We want to make sure that you're safe and secure when you're shopping with us online. As part of our commitment to this, we flag suspicious orders and perform checks to make sure that the order is legitimate. Customers may be contacted by phone or email and will have up to 24 hours to provide us with the required information.

    DELIVERIES

    How do I track my order?
    If you wish to track the current whereabouts of your order, please log into your account to see if it has been sent out for delivery. Please click here to check or delivery dates.

    How long will my order take to arrive?
    Orders would arrive within 2 working days. If you have requested delivery for a specific day, your order will be delivered on that day. For full details on all our delivery dates, please click here.

    Can I check for myself how my order is progressing?
    No, unfortunately we don't currently have this facility.

    I have selected a specific delivery day; is it possible to change this?
    Unfortunately it is not possible for us to change the selected delivery date once the order has been placed. If for any reason you will be unavailable on this date, the product would be given to a neighbor.

    Do I need to sign for my delivery?
    Yes, you have to sign to confirm that you collected the product or you designate someone.

    Can I change the delivery address for my order?
    No, you cannot change the delivery address. Please let us know when you will be available for delivery to the address on the order.

    ORDERS

    How do I place an order?
    Click here to see our guide on how to order.

    How safe is your website?
    As safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions. Our online payment portals are also via reliable third-party payment integration system so you be rest assured that we will never keep your payment details.

    What do I do if I have a problem with my order?
    Our Customer Service Representatives is here to help with any problems. Click here for contact details, contact@ellamatthew.com.

    What payment methods do you accept?
    We accept most payment methods available in Lagos and will strive to make all available in the near future. You can pay by cash or card on delivery, bank transfers, credit or debit cards i.e. visa, MasterCard, verve and e-transact.

    I cannot pay by credit card, why is this?
    There may be a few reasons for this but check that you're logged into your Ella Matthew account. You cannot make card payments as a guest.

    Do you have Gift Cards available?
    We do not have Gift Card but we are working on it and they will be available in the near future. So please check back again soon.

    Can I cancel my order or an item from my order?
    We may be able to cancel your order but we can only do this by telephone. You need to call us as soon as possible on 0817 001 2869 or 0814 218 8402 after you have placed your order otherwise it may be too late. Please note - we are unable to cancel your order by email. If it is too late for us to cancel your order, you may return your order and we will process your refund.

    Can I add an item to my order after I have placed it?
    No, you will need to place a separate order for that.

    Why have you cancelled my order?
    There are few reasons that may have caused your order to be cancelled. Please click contact@ellamatthew.com to contact our Customer Service Representatives.

    Can I find out if you will be getting replacement stock on items that have sold out?
    Some of the products on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular product. However, we regularly update our site so it's worthwhile checking again.

    I have received my order but one of the items is missing, what do I do?
    Please click contact@ellamatthew.com to contact our Customer Service Representatives who will investigate this matter.

    You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?
    Unfortunately, although our systems showed available stock when you placed your order, when we checked, we found out that there was no stock available. Although this does not happen often, when it does we have to cancel the product from the order and obviously we do not charge you for the item. Therefore this product will not be sent out to you once it is back in stock.

    I have received an incorrect item in my order, what do I do?
    We aim to get your order right every time but we do occasionally make mistakes. If we send you the wrong product, you can return it to us free of charge. If you would like to replace the product you would then need to make a replacement order. Simply send us the details of the original order and incorrect product.

    Can I specify a time for delivery?
    Unfortunately we are unable to specify a specific time for delivery. As stated in our Terms & Conditions, we
    would deliver between the hours of 9am and 5pm

    RETURNS AND REFUNDS

    What is your Returns policy?
    You can return unworn purchases within 2 weeks of receiving your product. Please note, we are unable to accept back product after this time.

    How can I return something?
    Please bring the product to our office and come along with your invoice. Please note, you will get your returns between three working days.

    If I returned my order, how long will my refund take?
    Refund takes three working days to get accomplished.

    What do I do if there is a problem with my return?
    Our Customer Service Representatives is here to help with any problems.
    Click here contact@ellamatthew.com to email our Customer Service Representativess.

    My item is faulty but I can't raise a returns number as the 14 days has passed, what do I do?
    Unfortunately, you can only return within 14 days. That is why you are required to check the product when it is delivered before the delivery personnel leaves.

    GENERAL INFORMATION

    How can I select the correct site to shop on?
    Please select your shipping destination and language from the drop downs within our site selector tool at the top of the page to ensure you are shopping from the site which ships to your state. If you're still having problems, please contact our Customer Service Representatives at contact@ellamatthew.com. If you can't find the state you live in on the dropdown within our site selector tool at the top of the page, it unfortunately means that we do not deliver to where you live right now. We are adding new delivery destinations all the time so make sure you check back soon.

    How can I find items I want online?
    Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for, or use the clothing links on the homepage.

    The item I want is out of stock online, can Customer Service Representatives locate it for me?
    We get new products on a regular basis. Please sign up to our Newsletters so that you can get updates on our new arrivals and visit the site on regularly to see whats new.

    How do I add my details to your mailing list?
    Please click here to leave your details and we will add you to our mailing list.

    How can I have my details removed from your mailing list?
    Simply click the unsubscribe link at the foot of the email. If you're having any difficulties please contact Customer Service Representatives who will be pleased to help.

    I bought an item online but it is now faulty, what can I do?
    Click contact@ellamatthew.com to contact Customer Service Representatives.

    How do I find out the sizes of products?
    Click size_guide to view our size guide

    Gift Cards
    We currently do not have gift cards but we are working on it and they will be available in the near future. So please check back again.

    BUSINESS AND CONTACTS

    Do you have vacancies?
    We do not have vacancies but not to worry, you could send your C.V to our e-mail and we would surely reply when we have a job for you.

    I have a business enquiry, how do I contact you?
    Please call our Customer Service Representatives on 0817 001 2869 or 0814 218 8402

    I am a customer, how do I contact you?
    Click contact@ellamatthew.com to contact our Customer Service Representatives.

     

1>>