COVID-19 Delayed Delivery/Deliveries may take longer than usual/ LEARN MORE /

FAQs

FREQUENTLY ASKED QUESTIONS

If you have any questions contact us by filling out our form below

We will respond to every email within 24 hours, Monday to Saturday, excluding holidays.

You can also message us directly on: Live chat

If this is in regards to a recent order, please provide your order number.

Due to Covid 19 Restrictions / Delayed Delivery

Ladies, as I am sure you are all aware An Taoiseach announced further restrictions to movement & business operations on Friday 27th March, which means there will be a delay in delivering online orders.

We are keeping our online store open, so you can still place orders with us, and we will get them out for delivery as quickly as we can.

We are taking every precaution to ensure we operate our business within Covid 19 Guidelines set out by the Irish Government and continuing to work closely with our shipping partners.

OUR WAREHOUSE:

We guarantee that our warehouses in EU are strictly adhering to the recommendations of the government and maintaining the highest standards of hygiene.

DELIVERY PROCESS:

Shipping agents are no longer allowed to enter warehouse, in order to minimise personal contact.

OUR COURIERS:

DHL, GLS, AN POST are strictly adhering to the recommendations of the government and maintaining the highest standards of hygiene.

             HOW TO PICK A PACKAGE FROM A COURIER - 5 TIPS

  1. Keep a distance when collecting the parcel at least 1,5 m, if possible 2m (6ft).
  2. Try not to touch the courier's hands.
  3. You can pick up the package in a disposable glove to securely pick up the package and, for example, sign a terminal or customer list.
  4. After receiving the package, wash your hands thoroughly with at least 30 seconds with warm water and soap, and use a disinfectant liquid if possible.
  5. For added security, set the package aside for a few hours before you open it. You can also do this with disposable gloves.

We would like to thank you for your patience and understanding during these very difficult & extraordinary times. Stay safe & we will try our very best to get your orders to you as soon as possible.

    USING THE WEBSITE

    • How do I find a specific item?
    If you know exactly what you are looking for, you can search our online store by product category, for example "Dresses" or "Jumpsuits or by designer under the Brand menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.
    • How do I make a purchase?

    Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact us.

    • How  do I know if an item is in stock?

    Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon.

    • Do Can I order by telephone?

     No - Sorry, we don't have a phone number

    • Do you have a shop? 

    ella-boutique is an online shop only, we don't have a shop.

    STAYING IN TOUCH

    • How can I contact you?

    If you have any questions contact us by filling out our form below. You can also message us directly on:  Live chat 

    • Help, I have a question and I need an answer

    We’re here to help on:  Live chat or email us below

    • I want to be the first to know about new collections & promotions

    We'd love to keep you informed. Join our mailing list to receive all the latest news & promos.

    • Do you have a contact number?

    Sorry, we don't have a phone number

    PRODUCT QUESTIONS

    • I have a specific question about a product. What should I do?

    Contact us by filling out our form below. You can also message us directly on: Live chat 

    • Where do I find size conversions i.e. what sizes are S/M/L?

    We have a size & fit guide on every product page - just click on the tab (SIZE GUIDE-HOW TO CHOOSE SIZE) for full details.

    • How do I buy a Gift Card?

    We do offer E- Gift Voucher. E-Gift Vouchers are available in EURO €. E-Gift Vouchers expire 12 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. E-Gift Voucher(s)-only orders are delivered free of charge. Standard delivery charges apply when E-Gift Voucher are purchased in a mixed basket with other products. The E-Gift Voucher can only be used online at www.flockfashion.com

    •  How do I use my gift voucher? 

    Once purchased, your electronic gift voucher will display a unique code. Enter this at the checkout before processing payment.

    • Can I get a refund on my E- Gift Voucher?

    E- Gift Voucher cannot be returned or exchanged for cash. All returned items that were paid for with a E- Gift Voucher will be refunded as account credit, which can be redeemed against future orders.

    PAYMENT

    • What payment methods do you accept?

    We accepts payments with: PayPal Express Checkout and Shopify Payments. Accepted Payments: Visa, Mastercard, American Express, Maestro, Shop Pay, Apple Pay. Payment is taken in the final step of placing your order.

    • Is your site secure?

    Yes, our customers privacy and security are of utmost importance to us. We are secure and powered by Shopify. This includes protecting confidential information such as credit card data, and personal data, such as name and address. Your account data is stored safely and only you and authorised personnel can access it.When processing payments and refunds, your credit card data is stored and protected by our payment providers, PayPal Express Checkout and Shopify Payments.

    • Can you confirm if there are any import taxes?

    ella-boutique has no control over any import tax charges you may face, and we cannot predict the amount. Please contact your local customs office for further information before placing your order.

    • Payment amount seems different than on invoice

    We are based in Ireland and therefore only deal in Euro. The amount you are charged depends on the exchange rate and your bank’s charges.

    ORDERS

    Please Note: You can place up to 2 items in one order.

    • How can I track my order?

    When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on and we will track the order on your behalf.  If you have ordered from multiple brands, your order may arrive in separate parcels. We will send you a separate dispatch confirmation for each parcel.

    • How will I know if you have received my order?

    After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our brands warehouse . If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

    • How do I amend my order?

    Once your order is placed, we can't usually make changes, however, we will help if we can. Contact us - don't forget to include your order number.

    • My order has arrived, but items are missing

    If you've ordered from more than one of our brands, then your items are on their way, it's just that they are mailed separately.

    • Who do I contact if I have an enquiry about my order?

    If you have any questions about your order, contact us(below) or Live chat 

    • How do I cancel my order?

    Once your order is placed, we can't usually make changes, however, we will help if we can. Contact us - don't forget to include your order number.

    • Can I exchange my order?

    If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. .Before return/exchange item(s) please contact us.

    DELIVERY

    • How long will delivery take?

    Delivery timescales vary. These are detailed on each product page, and are confirmed at the checkout before you complete your purchase.

    • Where is my order?

    When your order is dispatched, we will send you an email to let you know. You can track your parcel(s) from the link in the email. At busy periods standard deliveries can take a few days longer to arrive

    • Which courier do you use?

    Orders shipped using delivery DHL, GLS, An Post are delivered Monday to Friday.

    • Ordering a pre-order item?

    To US and CANADA: Selected items are for pre-order ONLY. Dispatch will take up to 24 working days. 
    Please note that pre-orders have a delayed ship time-frames (as stated in the product description). When purchasing your payment is made immediately to ensure that you are in line to receive the item. Once ready to ship, you will receive an email with tracking info. An estimated shipping date is stated in the checkout.

    RETURNS

    • What is your returns policy?

    If you are a customer in the European Union, you have a legal right to returns. Products must be returned up to 14 days (starting the day you receive it) and receive a refund for most products that you purchase from us online.We will supply you with a returns address once your return has been authorised. Before return please contact us. Please include your order number when contacting us! 

    • How do I return my order?

    Take to your nearest Post Office to mail and don't forget to keep hold of your proof of postage until your refund has been processed - this usually takes 5-14 days.

    • Who do I return my order to?

    You will need to send your returning products to ella-boutique in Ireland (the return address is in your invoice email).

    • Faulty Products

    f the product received by you is faulty you should inform us immediately, giving your name, address and order reference, Always send a picture of the product to us. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer exchanges.. Nothing in this section affects your legal rights. 

    REFUNDS 

    • When will I be refunded?

    Once your return has been received back and processed, we will send you an email confirming this. Please allow 5-14 days for your refund to be processed.

    • How long does a refund take?

    Once you have received your order, you have 14 days to return the item to us  (excluding sale items, lingerie, discount). All sale, discount items must be returned within 7 days of receipt. Please note: from 5 of March 2020 PayPal payment processing fee 3.4% will not be refunded. Please choose different payment method to avoid this.

    • Can I return after 14 days?

    We cannot accept returns outside the 14 or 7 days warranty time-frame.

    FAQs – ellaboutique

    COVID-19 Delayed Delivery/Deliveries may take longer than usual/ LEARN MORE /

    FAQs

    FREQUENTLY ASKED QUESTIONS

    If you have any questions contact us by filling out our form below

    We will respond to every email within 24 hours, Monday to Saturday, excluding holidays.

    You can also message us directly on: Live chat

    If this is in regards to a recent order, please provide your order number.

    Due to Covid 19 Restrictions / Delayed Delivery

    Ladies, as I am sure you are all aware An Taoiseach announced further restrictions to movement & business operations on Friday 27th March, which means there will be a delay in delivering online orders.

    We are keeping our online store open, so you can still place orders with us, and we will get them out for delivery as quickly as we can.

    We are taking every precaution to ensure we operate our business within Covid 19 Guidelines set out by the Irish Government and continuing to work closely with our shipping partners.

    OUR WAREHOUSE:

    We guarantee that our warehouses in EU are strictly adhering to the recommendations of the government and maintaining the highest standards of hygiene.

    DELIVERY PROCESS:

    Shipping agents are no longer allowed to enter warehouse, in order to minimise personal contact.

    OUR COURIERS:

    DHL, GLS, AN POST are strictly adhering to the recommendations of the government and maintaining the highest standards of hygiene.

                 HOW TO PICK A PACKAGE FROM A COURIER - 5 TIPS

    1. Keep a distance when collecting the parcel at least 1,5 m, if possible 2m (6ft).
    2. Try not to touch the courier's hands.
    3. You can pick up the package in a disposable glove to securely pick up the package and, for example, sign a terminal or customer list.
    4. After receiving the package, wash your hands thoroughly with at least 30 seconds with warm water and soap, and use a disinfectant liquid if possible.
    5. For added security, set the package aside for a few hours before you open it. You can also do this with disposable gloves.

    We would like to thank you for your patience and understanding during these very difficult & extraordinary times. Stay safe & we will try our very best to get your orders to you as soon as possible.

      USING THE WEBSITE

      • How do I find a specific item?
      If you know exactly what you are looking for, you can search our online store by product category, for example "Dresses" or "Jumpsuits or by designer under the Brand menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.
      • How do I make a purchase?

      Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact us.

      • How  do I know if an item is in stock?

      Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon.

      • Do Can I order by telephone?

       No - Sorry, we don't have a phone number

      • Do you have a shop? 

      flockfashion is an online shop only, we don't have a shop.

      STAYING IN TOUCH

      • How can I contact you?

      If you have any questions contact us by filling out our form below. You can also message us directly on:  Live chat 

      • Help, I have a question and I need an answer

      We’re here to help on:  Live chat or email us below

      • I want to be the first to know about new collections & promotions

      We'd love to keep you informed. Join our mailing list to receive all the latest news & promos.

      • Do you have a contact number?

      Sorry, we don't have a phone number

      PRODUCT QUESTIONS

      • I have a specific question about a product. What should I do?

      Contact us by filling out our form below. You can also message us directly on: Live chat 

      • Where do I find size conversions i.e. what sizes are S/M/L?

      We have a size & fit guide on every product page - just click on the tab (SIZE GUIDE-HOW TO CHOOSE SIZE) for full details.

      • How do I buy a Gift Card?

      We do offer E- Gift Voucher. E-Gift Vouchers are available in EURO €. E-Gift Vouchers expire 12 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. E-Gift Voucher(s)-only orders are delivered free of charge. Standard delivery charges apply when E-Gift Voucher are purchased in a mixed basket with other products. The E-Gift Voucher can only be used online at www.flockfashion.com

      •  How do I use my gift voucher? 

      Once purchased, your electronic gift voucher will display a unique code. Enter this at the checkout before processing payment.

      • Can I get a refund on my E- Gift Voucher?

      E- Gift Voucher cannot be returned or exchanged for cash. All returned items that were paid for with a E- Gift Voucher will be refunded as account credit, which can be redeemed against future orders.

      PAYMENT

      • What payment methods do you accept?

      We accepts payments with: PayPal Express Checkout and Shopify Payments. Accepted Payments: Visa, Mastercard, American Express, Maestro, Shop Pay, Apple Pay. Payment is taken in the final step of placing your order.

      • Is your site secure?

      Yes, our customers privacy and security are of utmost importance to us. We are secure and powered by Shopify. This includes protecting confidential information such as credit card data, and personal data, such as name and address. Your account data is stored safely and only you and authorised personnel can access it.When processing payments and refunds, your credit card data is stored and protected by our payment providers, PayPal Express Checkout and Shopify Payments.

      • Can you confirm if there are any import taxes?

      flockfashion has no control over any import tax charges you may face, and we cannot predict the amount. Please contact your local customs office for further information before placing your order.

      • Payment amount seems different than on invoice

      We are based in Ireland and therefore only deal in Euro. The amount you are charged depends on the exchange rate and your bank’s charges.

      ORDERS

      Please Note: You can place up to 2 items in one order.

      • How can I track my order?

      When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on and we will track the order on your behalf.  If you have ordered from multiple brands, your order may arrive in separate parcels. We will send you a separate dispatch confirmation for each parcel.

      • How will I know if you have received my order?

      After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our brands warehouse . If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

      • How do I amend my order?

      Once your order is placed, we can't usually make changes, however, we will help if we can. Contact us - don't forget to include your order number.

      • My order has arrived, but items are missing

      If you've ordered from more than one of our brands, then your items are on their way, it's just that they are mailed separately.

      • Who do I contact if I have an enquiry about my order?

      If you have any questions about your order, contact us(below) or Live chat 

      • How do I cancel my order?

      Once your order is placed, we can't usually make changes, however, we will help if we can. Contact us - don't forget to include your order number.

      • Can I exchange my order?

      If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. .Before return/exchange item(s) please contact us.

      DELIVERY

      • How long will delivery take?

      Delivery timescales vary. These are detailed on each product page, and are confirmed at the checkout before you complete your purchase.

      • Where is my order?

      When your order is dispatched, we will send you an email to let you know. You can track your parcel(s) from the link in the email. At busy periods standard deliveries can take a few days longer to arrive

      • Which courier do you use?

      Orders shipped using delivery DHL, GLS, An Post are delivered Monday to Friday.

      • Ordering a pre-order item?

      To US and CANADA: Selected items are for pre-order ONLY. Dispatch will take up to 24 working days. 
      Please note that pre-orders have a delayed ship time-frames (as stated in the product description). When purchasing your payment is made immediately to ensure that you are in line to receive the item. Once ready to ship, you will receive an email with tracking info. An estimated shipping date is stated in the checkout.

      RETURNS

      • What is your returns policy?

      If you are a customer in the European Union, you have a legal right to returns. Products must be returned up to 14 days (starting the day you receive it) and receive a refund for most products that you purchase from us online.We will supply you with a returns address once your return has been authorised. Before return please contact us. Please include your order number when contacting us! 

      • How do I return my order?

      Take to your nearest Post Office to mail and don't forget to keep hold of your proof of postage until your refund has been processed - this usually takes 5-14 days.

      • Who do I return my order to?

      You will need to send your returning products to flockfashion in Ireland (the return address is in your invoice email).

      • Faulty Products

      f the product received by you is faulty you should inform us immediately, giving your name, address and order reference, Always send a picture of the product to us. If your item is faulty (i.e. received damaged or manufacturing fault), we can offer exchanges.. Nothing in this section affects your legal rights. 

      REFUNDS 

      • When will I be refunded?

      Once your return has been received back and processed, we will send you an email confirming this. Please allow 5-14 days for your refund to be processed.

      • How long does a refund take?

      Once you have received your order, you have 14 days to return the item to us  (excluding sale items, lingerie, discount). All sale, discount items must be returned within 7 days of receipt. Please note: from 5 of March 2020 PayPal payment processing fee 3.4% will not be refunded. Please choose different payment method to avoid this.

      • Can I return after 14 days?

      We cannot accept returns outside the 14 or 7 days warranty time-frame.