(If you need any extra info or just wanna have a chat to Amy send us an email at email@example.com xxx)
Hey babes! We shall try and answer all of your questions here, if we do miss anything please feel free to contact us via the live chat tab at the bottom of the screen or the contact us page and we shall get back to you ASAP.
What is Elsie & Fred and who is behind it?
We’ve got a fab team here making the magic happen! The owners are Natalie, Leanne and Ryan; three siblings from Coventry on a quest currently in London. The company is named after their Grandparents, the late Elsie and Fred Brasenell. They fall out sometimes, but they're siblings so I guess that's allowed? Check out the full story behind the gang here.
Enough of them, I really want to have my pieces in time for an event/festival/holiday I have coming up! How do I make sure that it will arrive in time?
U.K - Our express orders for the day are cut off at 3pm. To guarantee the fastest delivery time, you can choose EXPRESS SHIPPING at the check out which in the UK, will arrive the following working day before 1pm. Please note any orders placed on Friday after 3pm and on the weekend will be processed on the following Monday. We offer a SATURDAY EXPRESS SHIPPING for orders on Friday before 3pm to arrive before 1pm on Saturday.
EUROPE & REST OF THE WORLD - Our orders for the day are cut off at 3pm G.M.T every day. Orders after this time will be processed the following day. To guarantee the fastest delivery time, you can choose DHL EXPRESS SHIPPING at the check out which in Europe will arrive in 2-3 working days. In the USA & Australia this will be 3-4 working days. Please note any orders placed on Friday after 3pm and on the weekend will be processed on the following Monday.
Click here for more shipping info!
I need to return an item, who pays for it?
If the item is UK, we pay for it! With your order you indeed get free returns which will be popped inside your parcel so all you have to do is peel it off and stick it on the parcel.
Do you ship internationally?
We do indeed! You can find all of our costings and areas here
How long will a standard order take to get to me?
In the UK, our service is based on 4 workings days, there is the option for express if you need it quicker.
Europe is based on a 5-6 working day service and there is the option for express if you need it quicker.
R.O.W is based on 7-10 working day service and there is the option for exoress if you need it quicker.
I am from overseas and am trying to work out what size I will be …
All our clothes are listed in UK sizing so please check the measurements we have provided within the product descriptions (especially for our La Bambas and Sambas). If you need any further help working out what size you will be you can chat to Amy on our chat box in the bottom left hand corner of the site or send her an email at firstname.lastname@example.org and she will be able to give you more info on the sizing of what you are interested in!
I just made an order but need to cancel it!!!
Chill! no worries hun, send us an email to email@example.com and we will be able to cancel your order for you! Please make sure you send one straight away so we are able to stop it from being sent out, cause we're uber quick
I just placed an order and realised I ordered the wrong size!!! What do I do?
First of all, chill your shit. Now you're sufficiently chilled, send a message over to firstname.lastname@example.org and we will be able to fix that up for you! Just make sure you do it in time before it gets sent out to you or it get's messy.
Will I look too good in my outfit?
Babe. Of course
Are there any discount codes that I can use on my first order?
There are indeed. pop your email address in the subscriber box and you will get a 10% discount. We don't spam you, we just send you stuff we think you'll like. If you don't like our stuff, don't subscribe, cause that's silly right?
I received an item and it doesn't suit/fit me!!! Can I return it?
Yes! Fill out the return form that was included in your parcel and send it back to us for a return. Your return must be in a re-sellable condition. Foundation and makeup looks fab on you but not so much on our clothes!! So make sure there are no unwanted stains otherwise we will be unable to refund your item for you. We are a small brand and unfortunately do not cover the cost of your return unless it is damaged or faulty. We appreciate this can be a little more expensive for the babes around the world, that's why we try and keep postage super low in the first place.
Help!! My order does not fit me right! How do I exchange it for a different size?
That's the worst! Let us help you get the perfect size for you. Fill out one of our returns forms saying what size/colour you would like to exchange for and we will be able to get your new size out to you ASAP! If you are unsure about what size you need to change to then check out our size guide here or send an email to email@example.com and Amy will be able to sort you out :) We are a small brand and unfortunately do not cover the cost of your return unless it is damaged or faulty. We appreciate this can be a little more expensive for the babes around the world, that's why we try and keep postage super low in the first place.
Can I return the item that I got in your sale?
Unfortunately we do not refund our sales items :( But we will be able to process an exchange for you if you need a different size (as long as we haven't sold out of that product!!)
I just received a faulty item!! How do you guys fix this?
Firstly, we are so sorry that you have received a faulty item, we of course try and ensure this never happens but it can due to manufacturing errors and mishandling errors! Send Amy an email at firstname.lastname@example.org and she will be able to resolve this for you! Please allow 24 hrs for a reply :)
My order arrived but is not what I ordered??
Stay with us, we're super sorry but human error can happen! Especially when Amy has been out the night before (we've seen it first hand) Send her an email at email@example.com and she will be able to resolve this for you! Please allow 24 hrs for a reply :)
I wanna collab with you guys, how do I get in touch?
Awesome! Holler at us on firstname.lastname@example.org
Hopefully that answers all the questions however if we have missed anything please just pop us over an email to email@example.com