Frequently Asked Questions
Products
How do I get the binder bundle?
In order to get the colouring binder bundle with the colouring pages of your choice, firstly add the binder bundle to your basket, then add the individual colouring pages that you would like. You would need to add either 10 or 20 colouring pages to get the binder bundle.
The bindle bundle discount will be applied once you've added the binder and colouring pages to your basket.
We will then add in all of the extras that comes with the binder bundle :)
How do I get the discount for colouring pages?
The discount for the colouring pages will be added automatically to your basket once you've added the correct amount of pages to qualify for the discount.
Do you offer digital downloads?
Yes, we often release digital download colouring pages.
We do not offer our full colouring page bundles as a digital download.
I can't find my digital downloads!
After buying your colouring pages you will see a download button on your order confirmation page and your products will be available immediately. You will also receive an email with a link to download your products.
If you've bought some of our printable pages and can't see your download email, please check your spam/junk folder in case your email provider has sent them there.
If you still don't have them please email us at hello@ellie-jay.com
I've found a mistake, what should I do?
Firstly we would like to apologise for any mistakes that you may find.
All of our colouring pages are hand drawn, so from time to time there may be lines that we have missed, or we have swapped the numbers around on a marker code.
We check all of our pages multiple times before approving and printing them. but mistakes can happen, we are only human.
If you do happen to find a mistake please email us on hello@ellie-jay.com and we will fix it right away.
Shipping
Which countries do you ship to?
We currently ship to most countries worldwide from the UK, except the EU or NI.
We are hoping to be to ship to the EU and NI very soon.
When you add a products to your cart and proceed to the checkout you will be shown your available delivery options based on your destination.
How long does shipping take?
Shipping time varies based on destination.
For UK Orders: Please allow 2-3 working days
For European Orders: Please allow 3-5 working days
For International Orders: Please allow 5-7 working days
(These delivery estimates are accurate at the time of posting. Please refer to the royal mail website for up to date delivery times based on your chosen shipping method)
Shipping time is calculated from the moment your products are handed over to the postman and does not include processing time.
Please allow 3-5 working days for us to process and pack your order as orders are printed and packed by ourselves.
Please remember we are a small business :)
Can I change my shipping address?
Please double check your address before ordering especially if it has auto-filled. Make sure everything is in the right order and spelled correctly.
You may be able to change your shipping address if we haven't packed your order yet. Please get in touch using our contact form or email us with your order number and correct shipping address.
E-Mail: hello@ellie-jay.com
How is shipping cost calculated?
Shipping costs are determined by the weight of your order and the shipping destination. It will be automatically calculated at check out.
Where is my order?
If you have purchased tracked shipping you will have access to the full journey of your item. You can use your tracking number on the Royal Mail website HERE.
For international parcels with tracked shipping, you can continue your parcel's journey via the website of your country's shipping provider once it has left the UK.
If you don't have tracked shipping and you still haven't received your order, please check the following:- That the address on your order is correct
- That you have paid any customs or import tax required for your country
Please allow a few extra working days after the estimated shipping times for your order to arrive. Sometimes parcels (especially international parcels) can experience a delay. And remember that shipping time doesn't include dispatch time - it can take us 3-5 working days from placing your order to get it ready to post. You will receive a shipping confirmation as soon as your parcel has been posted and the estimated shipping time starts from there. If all customs fees have been paid and you still haven't received your order please email hello@ellie-jay.com with your order number and we'll do our best to help.
I don't see my confirmation and/or shipping confirmation email. Where is it?
Make sure you’ve searched your junk and spam folders in case the notification has landed there.
You can mark us as SAFE too so that you won’t miss messages from us in the future.
Cancellations & Returns
Can I cancel my order?
Please contact us immediately via email at hello@ellie-jay.com if you need to cancel your order.
If your order has not yet been packed then we may be able to honour your request
PLEASE NOTE: No cancellations, refunds or returns are available on digital products
What's your returns policy?
We are not offering returns or exchanges at this time.
If there is something wrong with your order please email us at hello@ellie-jay.com and we will do our best to help