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Terms & Conditions

Where to find information about us and our products

You can find everything you need to know about us, Ella Brooks, and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account.

These terms and conditions do not apply to the sale of Ella Brooks e-Gift Cards.

We only accept orders when we've checked them

We will contact you to acknowledge that we've received your order and to confirm that we have accepted it.

Sometimes we reject orders;

Sometimes we reject orders, for example, because:

→ a product is unexpectedly out of stock or unavailable;
→ your order is flagged as unusual or susceptible to fraud using our security software;
→ we believe (in our absolute discretion) that you are reselling our products without our express written approval;
→ your billing information is incorrect or unverified;
→ the product was mispriced by us; or
→ for any other errors or mistakes in our website information.

 

When we reject an order, we let you know as soon as possible by email and refund any sums you have paid.

We charge you when you order

You will own your product once we have received payment in full.

 

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as a fire or flood at our warehouse, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can submit an enquiry to our customer service team, to end the contract and receive a refund for any products you have paid for, but not received.  

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

Our promotional discounts

Ella Brooks discount codes entitle you to an offer on your online order. To utilise your offer, enter your unique code at the second stage of checkout, before payment is taken and click "apply". Promotion codes are only valid for use on ellabrooksclo.com. Please note; promotional codes can only be used once per transaction and cannot be used in conjunction with any other promotion or offer. Promotional codes are also non-transferable and are not valid for the purchase of gift cards or gift vouchers.

Sometimes discount codes may not apply;

Sometimes discounts codes may not apply, for example, because:

→ you unique code has already been used on a previous order;
→ you have another discount already applied to your order;
→ your discount code has expired;
→ you have not reached the minimum spend threshold required, if applicable;

→ Free Standard delivery on orders over $150. No code needed;

For help with applying discount codes to your order, please submit an enquiry to our customer service team.

You have rights if there's a problem with your product

If you believe there is a problem with your product, you must submit a request to our customer service team. We honor our legal obligation to provide you with products that conform to the description on our website and meet all legal requirements. If you discover that there is a problem with your product, we reserve the right to request evidence, such as images of the defect, before issuing a refund of the price paid. Your legal rights are summarized below. These are subject to certain exceptions. Please also remember that you have several options for resolving disputes with us (see You have several options for resolving disputes with us below).


Summary of your key legal rights


The Consumer Rights Act 2015 states that goods must be as described, fit for purpose and of satisfactory quality. During the expected lifetime of your product, your legal rights entitle you to the following benefits:

Up to 30 days: if your goods are faulty, you can get your money back.

Up to six months: if your goods cannot be repaired or replaced, you are entitled to a full refund, in most cases.

We can change products and these terms

Changes we can always make.

We can always change a product or these terms:

→ to reflect changes in relevant laws and regulatory requirements, for example, to reflect changes in product packaging or health and safety laws;
→ to make minor technical adjustments and improvements. These are changes that don't affect your use of the product; or
→ to change the way the terms are drafting to make them fairer or clearer to you.

 

Changes we can only make if we give you notice and an option to terminate.

We can also make other more material changes to the product or these terms, but if we do so we'll notify you by email and you can then contact our customer service team by submitting an enquiry, to our to end the contract before the change takes effect and receive a refund for any products you've paid for, but not received.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

→ we have to withdraw the product(s) you have ordered for any reason, including as a result of a product recall;
→ you don't make any payment to us when it's due and you still don't make payment (and/or supply any additional information we request) within 5 working days of us contacting you reminding you that payment is due;
→ you don't, within a reasonable time of us asking for it, provide us with information that we need to provide the product, for example, the delivery address.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

→ Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
→ Caused by a delaying event outside our control. As long as we have taken the steps set out in the corresponding section above.
→ Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
→ A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our privacy policy

How we use any personal data you give us is set out in our privacy policy

You have several options for resolving disputes with us

Any complaints.

Our Customer Services team will do their best to resolve any problems you have with us or our products as per our internal complaints handling procedures, by submitting an equiry

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

Transferring your contract with us. You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
We may update these terms from time to time. These terms may have changed since you last reviewed them. Every time you place an order for products on our website, please check these terms to ensure you understand the terms that apply at that time.