Access to and use of this Website and the products and services available through this Website (collectively, the "Services") are subject to the following terms, conditions and notices (the "Terms of Service"). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service. 

 

GENERAL QUESTIONS

 

WHO SHOULD I CONTACT IF I HAVE ANY QUESTIONS?

For any general questions that you may have, feel free to contact us at info.elizabethanmarie@gmail.com. 
For any web related questions, please contact us at info.elizabethanmarie@gmail.com 


DO YOU SHIP INTERNATIONALLY?


Absolutely. Packages being shipped outside the United Kingdom will be processed using the standard DHL Worldwide Express.
Please note that shipping costs will vary depending on the final destination of the package as well as the weight. Please note that duties, taxes, and customs fees will not be covered by us.


ACCOUNT INFORMATION

 

WHOLESALING ELIZABETH AN'MARIE?


On our contacts page click the link, [WHOLESALE] located above the contact information form. When on the Wholesale page fill out the application form, then shortly after you will receive a confirmation email based on your wholesale's enquiry.

 

- WHAT ARE TIME SLOTS

Elizabeth An'Marie is a brand which is in high demand for Made to Order pieces. Every client ordering with us has a chosen time schedule (time slot) for their orders to be knitted up and shipped off to them. Bearing in mind there are not a lot of time slot in the year, So please be quick but also patient if there are no slots available. We will get back to you when a time slot reopens or new time slots have been made.

Every client with a time slot will receive an email three weeks before reminding them of there order and if they still want to go forward with their order. This will help the knitter prepare and contact their yarns manufactures to see if they have the right yarn in stock. We will never keep you in the dark and will always keep you updated with any changes to your order.


CAN I CHANGE MY ADDRESS DETAILS?  HOW TO CHANGE MY PEASONAL INFORMATION?


Yes, you can change any important information about your brand, business address or your own personal information, by just sending us an email (info.elizabethanmarie@gmail.com) stating your customer number in the subject tab of your email.


HOW WILL MY PERSONAL INFORMATION BE PROTECTED?


Elizabeth An'Marie strives to maintain secure servers and networks for our clients. Elizabeth An'Marie is maintained with routine security sweeps, firewalls, and anti-virus systems. 


ORDER PROCESSING

 

NEXT PROCEDURE AFTER PLACING AN ORDER?


Upon the completion of your order, general processing time (order of wool, knitting up your orders and shipping your order out) can takes up to a month and a half. 

Once your invoice has been paid, we will then proceed with your order. Which can taking up to a month and a half to complete (depending on your order - big to small). 

We accept all major credit cards.  

All orders are shipped out of United Kingdom, London. Depending on what region you are located the shipment can take up to 3-5 business days (Please note that orders will be shipped out within 48 hours of you receiving the confirmation email of your order is completed). You will also receive a final confirmation email with your tracking # once your order has been processed and shipped out.


CAN I CANCEL OR MODIFY MY ORDER?


Once an order has been submitted, you have must contact us (info.elizabethanmarie@gmail.com) within two hours to cancel or modify your order. 


SHIPPING

Order processing can take a month an a half to be knitted up, packaged and shipped out (not including weekends or holidays). Stock availability is subject to change without notice.

We ship our orders out with DHL. DHL is the only option with insurance for lost, stolen or damaged packages. DHL will attempt to deliver up to 3 times, all UK, International and orders over £3000 require a signature. We selected DHL, to be the shipping company to ship with because, you can't file a claim for lost, stolen or damaged packages. DHL Express cannot deliver to PO, APO, or FPO box address you may request the shipment to be held for pickup. The receiver will then be able to pick up the shipment at the local DHL Express station. Note: The receiver address is still required for customs on international shipments.

Please understand that international orders may take 1 week and up to 3 months to arrive after shipping due to customs inspections or other delays outside of Elizabeth An'Marie control. If you use DHL for your international order, tracking will stop once the package leaves the United Kingdom. Elizabeth An'Marie STRONGLY recommends DHL for all orders, as tracking information is available from start to finish as well as the option to opt-in for insurance. 

Changes and modifications to orders are NOT allowed once the order is “Already Confirmed” or “In Progress of knitting". Orders placed prior to promotions are not eligible to receive new promotions or discounts. We reserve the right to cancel any order due to unauthorized, altered or ineligible use of the order and to modify or cancel any promotion due to system error or unforeseen issues.


EXCHANGES AND RETURNS

 

- No returns will be accepted without proper Customer number and/or label.
- All claims must be made within 10 business day of receipt of goods.
- 20% packing fee will be applied if the good is not returned in original packing.
- Merchandise found with signs of being worn or other noticeable stains (i.e. makeup around the neck or stains at the bottom of the pants) will NOT be accepted.
- If the garments do not have the original labels, we will not accept the return and no credit will be issued.
- NO EXCEPTIONS unless approved by one of our customer service team.

 

HOW DO I RETURN AN ITEM?


- In the case that the return is due to faulty/damaged goods you must email (info.elizabethanmarie@gmail.com)  us a picture of the damaged merchandise and we will provide you with a return label.
- In the case that the return is due to the style not being satisfactory then you must return the merchandise to the address provided by one of our customer service representatives.
- We will not be responsible for providing return labels for exchanges. (Unless the goods are damaged) 


CONTACT

 

CUSTOMER SERVICE

Contact us from Tuesday to Saturday, from 9 am to 5 pm BST
Email: info.elizabethanmarie@gmail.com


OTHER

How do I stay up to date?
We would love to stay in touch with you! Please follow us @shop_elizabethanmarie on Instagram, @elizabethamarie on Twitter or sign up to our newsletter.

What does "Tell me what you see?" asked the optitionist, mean?
Oh Yeah! you must be wondering, "why did she start the about page off with that optician's quote?"
Well, that's because, of our hashtag #believewhatyousee. If you're a glasses lover or like me has to wear glasses 'not by choice' every year I have to sit through an eye test and tell the optitionist what I can see or can't see, and that was the inspiration behind my brand, logo and hashtag. Most people can't believe that I've made something which looks like it should have been made from a machine, but instead everything you see had been made using my two God-given hands. So believe what you see, because everything is made with hand on this site.