Delivery & Returns

As we get to grips with our brand-new business this section will be updated and change to better reflect our delivery service. We will try to find our feet quickly though so that you know what to expect when you order from Ethel & Em!

United Kingdom

  • Standard delivery orders usually take up to 3 full working days from ordering to arrive safely with you and costs £3.99.
  • UK Priority tracked (courier still TBD), order before 12noon GMT/BST for guaranteed next working day delivery at a cost of £6.49.
  • If you are local to us in Lancaster, you can order with FREE in store collection.
  • We also offer FREE UK deliver on orders of £50 or more.
  • We are looking at collection partners and will let you know when we have figured out who to trust your parcels with as we grow this part of the business.

We endeavour to dispatch all orders by the next working day, if there is any notable delay, we will contact you to let you know. As soon as your order is shipped from our shop, you will receive a shipping confirmation e-mail.

Exceptions to our delivery service

For exceptional orders which are unusually large and/or heavy, our delivery charges may be different. If this is the case, our customer care team will contact you to inform you of this.

If you are in the Highlands and Islands we can only send via Royal Mail and there might be a longer shipping time.

International (USA & Europe)

We are still getting to grips with our shipping during the Covid-19 pandemic, so the times we have put down are guesstimates - so please bear with us and do let us know when your parcel has arrived so we can keep an eye on our shipping partner's performance.

International (Rest Of World)

We regret that outside of the UK, we can only ship to the USA at present. We are still finding our feet - if we have something you really want, drop us an email and we will see if we can find a shipping solution to get your desired items out to you!

Cancellation Policy

You have the right to cancel any goods ordered, from the point at which they are ordered, up until the point at which they are despatched. A full refund will be given. As goods in stock are usually despatched the same day they are ordered, please bear in mind that the cancellation period may only be a matter of hours. If goods have been despatched, you may return unwanted items at your own expense and a refund will be provided.

Returns Policy

If you experience any problems with any of our goods, please contact us and we will do our best to make things right.

Should any goods you receive from us prove to be faulty, we will arrange for a replacement or refund - whichever you prefer. Before returning faulty goods to us, please contact us, and we will arrange to cover the cost of returning the faulty goods.

If you decide to return any goods which are not faulty, please ensure you return them to us within 30 days and that you contact us for a returns authorisation. We will arrange for a full refund of the cost of the goods only, providing the items are unused, and in a saleable condition. In this instance all carriage must be paid by the customer.

Please note that downloads, patterns and books are non-refundable.