Terms & Conditions

These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below with Ellie’s Raw Ltd.

For further information regarding ordering and shipping please look under the delivery link at the bottom of our website.

These Terms and Conditions and your use of this web site are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your statutory rights.

Before you place an order or create an account, if you have any questions relating to these terms and conditions please contact us.

All prices on the site are quoted in sterling (£).

Contract between the customer and Ellie’s Raw Ltd for the sale of our products will only exist once an order has been accepted, processed and dispatched. This does not affect the customer’s statutory rights. 

Ellie’s Raw Ltd reserves the right to cancel/refuse/refund orders without prior notification. Should Ellie’s Raw Ltd cancel/refuse/refund any order (if monies have been received) a full refund will be given within 14 days.

Prices and availability of goods is subject to change without notice. However, the customer will be charged only the price shown at the time of purchase. We reserve the right to substitute items of similar cost or type if ordered items are out of stock.

A delivery charge will be added to your order value where appropriate prior to checkout and the cost of which will be shown prior to you making payment.

Delivery Policy and Times

Please see our Delivery page for information about delivery days, times and rates. In certain circumstances orders may be delayed without prior notification. On occasions couriers may deliver your parcel at 48 hours, not 24 hours. These circumstances are out of our control therefore we do not guarantee a next day delivery service.

We do not track orders so will not be able to notify you of courier delays. We will not replace or refund orders that have been rejected by the customer at 48 hours due to courier delays. Our boxes do keep everything frozen for 48 hours.

Our couriers will leave without a signature ie (garden, porch, doorstep), as the contents are perishable, they should not be returned to depot. It is your responsibility to make sure you are in to sign for your parcel if you do not have a place for it to be left. If your order is taken back to the local depot, it is your responsibility to collect the order from the depot or arrange another delivery.

We will not accept liability for missing orders that have shown to be left by the GPS tracking from our couriers. ​

Ellie’s Raw Ltd will not accept liability for incorrect address information, If your address does not exist on our couriers portal and we have to manually alter it, we will not replace or refund if the couriers fail to find/deliver to your address. If you believe your parcel has been stolen, you will need to contact your local Police to report a theft from your property. Under no circumstances are Ellie’s Raw Ltd liable in any way for thefts from your property.

Complaints

All complaints must be made to us in either writing at the address given at the bottom of this page or by email to info@elliesraw.co.uk. If the complaint relates to our products, in order for us to investigate we need the following information.

Product Name

Product Batch number

Product Use by date

Pictures supporting the complaint

Right to Cancel

You may normally cancel your order once accepted by us. Please ensure that this is within 24 hours of despatch. If it is less than 24 hours, then we will endeavour to honour your request but this is not guaranteed. Please ensure that you contact us directly on 0345 404 1944 or email info@elliesraw.co.uk to request this.

Payment and Taxes

We accept online payments in a secure environment by credit or debit card. All transactions are shown in Sterling GBP by default and will be charged in Sterling GBP against your credit or debit card.

If for any reason there is an issue with payments at the time of checkout, please contact us either in writing at the address given at the bottom of this page or by email to info@elliesraw.co.uk to resolve the issue. Circumstances may dictate that we need to investigate. If this is the case, we will keep you up to date about the progress of the issue. All refunds will be processed within 14 days following verification from our merchants.

Refund Policy

Ellie’s Raw Ltd will refund you if you find our products arrive in an unsatisfactory condition or If for any reason whatsoever you are not happy with our products. For damaged goods we must have photos within 12 hours of delivery. You must contact us before you dispose of damaged goods so we can advise as to whether we wish to arrange collection. For those unhappy with our products we will only refund on receipt of said goods being delivered back to us in the same condition in which they were dispatched. The law states perishable goods cannot be returned but we offer this as a courtesy to our customers. We will not refund the cost of shipping produce back to us.

Occasionally orders may be delayed by our couriers in transit, our boxes keep everything frozen for 48 hours. We will not replace or refund orders that have been rejected by the customer at 48 hours.

All claims for spoiled, damaged, missing or unsatisfactory goods and any other problems must be notified to Ellie’s Raw Ltd within 12 hours of receipt of delivery. Photographic evidence must be supplied in all cases to verify any complaint regarding damaged, spoiled or unsatisfactory goods within 12 hours of delivery. Refunds will be processed within 14 days. Ellie’s Raw Ltd reserve the right to refuse refunds where the above conditions are not met.

Copyrights & Trademark

The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of  Ellie’s Raw Ltd or its’ content and technology providers or their respective owners. ALL RIGHTS RESERVED. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited save that you may;

Copy, print or download extracts of the material on this website for the sole purpose of using this website or placing an order with Ellie’s Raw Ltd.

Copy print or download the material on this site for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

Use of profanity, verbal threats and abusive language will not be tolerated and any such behaviour will result in your order being cancelled. This applies to telephone, email and face-to-face communications.

All complaints and questions regarding Terms and Conditions should be directed to;

F.A.O Customer Service
Ellie’s Raw Ltd
PO BOX 9425
New Milton
BH25 9FQ