FAQs

I've tired to place an order but it's saying "Payment Failed". I have funds in my account so it should be working. What do I do?

There are a number of reasons why this could be happening. The most common are:

1. Incorrectly inputting the type of card it is (Eg. Clicking Visa when its actually a Visa Debit)

2. When verifying the 3D secure in your banking app, you need to make sure you return to our website after you've made the payment in order for it to process fully. 

If you've tried both of the above and it's still not working, you can return to the payment page and instead select the American Express Etc. button. In here, you can still enter your card details as normal and process your order this way. This is due to it using a different payment gateway that accepts all different types of cards.

If you are still having trouble after this, please email us at info@ellabonita.co.uk where I can help you out!


How long will it take my items to arrive?

It depends on what Delivery Rate you pick at the checkout but most of our packages destined for the UK normally take 2-3 days to arrive. If you have chosen Economy Delivery, this can take between 5-7 working days. Our Free Standard shipping is shipped on the Economy Delivery and will take between 5-7 working days.


How quick do you dispatch your orders?

We dispatch your orders as soon as we can. We aim to dispatch orders made before 2pm the same day excluding weekends (Monday-Friday only). Any orders made over the weekend which will be dispatched on the Monday morning.

While we aim to dispatch orders as soon as possible, during busier times like Bank Holidays and over the festive period, there may be slight delays. 


Do you offer free shipping?

We have free delivery on all orders over £30 within the UK. This will be automatically calculated at the checkout once your order qualifies. These orders are sent with Economy Delivery and usually takes between 5-7 days to arrive. If you wish to upgrade your order to receive it quicker, you can do this at the drop down menu at the checkout. 


My order is over £30 and it says I qualify for free shipping but it still trying to charge me £1.99 at the checkout?

For orders over £30, the checkout defaults to Tracked 48 which is our most popular service. To get free shipping, please simply select it from the drop down menu on the basket page of the checkout. Please note our free shipping is sent Economy Deliver and can take up to 7 days to arrive.


An item is out of stock on your website, when will it be back in stock?

Please send us a message detailing which product you are looking for and we can give a specific update on that product. You can also fill out the form below your product of interest to be notified by email when the product will be back in stock


Are your products authentic?

We know that it can be a minefield out there but we can assure you that we only deal with reputable suppliers based directly in the UK and ensure that all products listed on our site are 100% genuine!


Can I refund my products?

Yes, of course! We have a 14 day returns policy from the day that you have received your package.


How do I return my products?

To return your products, please email us first at info@ellabonita.co.uk to notify us and gain approval. Unfortunately, we cannot accept refunds that we are unaware of. Items valid for return must be unopened, unused and in the original packaging. The customer accepts responsibility for the postage when returning or refunding an item.


Can you recommend products for my specific hair or skin condition?

Yes! Please send a message and a member of our team will be in contact with you to discuss your specific needs. Please include as much information as possible in your initial message to allow us to be as helpful as we can.


If you have any other questions, you can either send us an email or messenger in the chat bot and we will get back to you as soon as possible!