WHERE IS ELLINGTON & FRENCH LOCATED AND WHAT ARE YOUR STORE HOURS?
- Our store is located at 2942 Domingo Avenue, across the street from the Claremont Resort & Spa. We are at the corner of Domingo and Ashby Avenues in Berkeley, California. Click here for a map and directions.
- Ellington & French is currently open with limited hours due to COVID-19. Our current hours are Tuesday through Sunday from 10am to 4pm. We are closed on Mondays.
DO YOU OFFER THE SAME ITEMS ONLINE AND IN YOUR STORE?
- The products that you see here online are available in our Berkeley store. Select merchandise you see in our Berkeley store is not available online yet.
WHY ISN’T EVERYTHING ONLINE?
- Much of the merchandise we carry is made in small or limited amounts, and in order to not drive you crazy with things that are out of stock and never to return, we don’t always put those on our website.
BUT I WANT ONE!
- If there is something you have seen in our Berkeley store and would like us to ship it to you, we would be happy to send it! Just send us an email or give us a call!
DO YOU EVER HAVE SALES?
- We have Flash Sales on our website. These only happen for a short period of time, so be sure to sign up for our email newsletter to be the first to hear about them! We also have a summer sidewalk sale once every three years!
I LIVE IN YOUR AREA - CAN I PLACE AN ORDER ONLINE AND PICK IT UP IN THE BERKELEY STORE?
- Of course! Upon check-out, simply choose the “Curbside Pickup” option in the shipping choices, and we will have your order ready for you within 2 business days. If you need it sooner than that, please call the shop after placing your order.
WHAT IF I HAVE SPECIFIC INSTRUCTIONS OR NOTES FOR MY ORDER?
- There is a notes section when you place your order. Please include any special instructions here, such as if you have a gift note or any special requests. Of course, you can also email us, too!
DO YOU GIFT WRAP?
- Yes, we do and it is complimentary! We love ribbon and paper, and making something look even more special when it is a gift. Please let us know in the notes if you are sending a wedding gift, a baby gift, or anything else that might need a special bit of attention from us. Of course we always remove prices, and pack items so that they arrive in good condition.
CAN I PURCHASE A GIFT CERTIFICATE?
- Certainly! We have beautiful hand-silkscreened and letter-pressed gift certificates presented in boxes in the shop. If you would like one of those, click here. Online gift certificates can be purchased here!
HOW DO YOU SHIP?
- Fragile items are shipped via UPS Ground from Berkeley, CA. All packages are insured and trackable, and after nearly 20 years in business we find UPS to be very reliable, though no one is perfect. Non-breakable items are shipped flat rate USPS but if you would like us to use UPS instead, give us a call!
CAN I TRACK MY PACKAGE?
- Yes! When your package is shipped you will receive tracking information.
HOW DO YOU CALCULATE SHIPPING?
- We decided to simplify shipping by making two options based on whether the items are fragile instead of by weight. We guesstimated based on almost 20 years of experience shipping and current shipping rates. If you prefer to pay actual shipping, give us a call!
CAN YOU SHIP SOMETHING TO ME OUTSIDE OF THE UNITED STATES?
CAN ORDERS BE SENT TO A P.O. BOX?
- UPS will not deliver to a PO Box but USPS will.
WHEN WILL MY PACKAGE ARRIVE?
- We ship from Berkeley, CA and transit time depends on where your package is going. Generally, shipments of in-stock merchandise to the East Coast takes 5-7 business days of transit time. Please note, we do not have UPS pick-ups Sunday or Monday, and orders placed after 3:00 pm on Friday may not be processed by UPS and shipped until the following Tuesday.
BUT I NEED IT FASTER THAN THAT…
- We understand completely! There is an additional charge to send something faster than that (because UPS charges a lot to fly something to you instead of putting it on a truck). The best way to do this is to call the shop after you have placed your order online.
THE WEBSITE SAYS MY ITEM(S) ARE AVAILABLE FOR SPECIAL ORDER. WHEN WILL I RECEIVE THEM?
- We will notify you by e-mail 6-8 days from your order to provide you with an estimated delivery time. We need a few days to contact the manufacturer and check on the availability for you. Many of our items are handmade and may take several weeks to arrive, and we want to be sure to tell you if this is the case.
I NEED TO EXCHANGE SOMETHING. WHAT IS THE RETURN POLICY?
- **COVID-19 UPDATE: Please note that due to COVID-19, we have had to temporarily change our return policy. We are unable to accept any returns or exchanges on any merchandise at this time. Thank you for your understanding.**
CAN I JUST GET A REFUND?
- Please note that Ellington & French cannot issue any cash or credit card refunds. This is the same policy that we have in our shop, and we have to keep the same policies for our online store.
UH OH, I JUST OPENED THE BOX AND SOMETHING IS BROKEN! WHAT DO I DO?
- Please contact us immediately by email if an item is damaged in transit and save all exterior and interior packing materials for reference. We inspect each item before we pack and ship it to you to guarantee it is perfect when it leaves our shop.
- We facilitate the processing of the damaged item and arrange for a replacement (when possible). Please do not send the item back without contacting us via email, as unauthorized damage returns will not be eligible for exchange, return, or refund. Items reported as damaged after 3 days will not be eligible for exchange, return, or refund.
IT HAS BEEN MORE THAN 3 DAYS. WHY CAN’T YOU HELP ME?
- If your purchase arrives damaged and you do not contact us within 3 days, we will be unable to assist you because UPS will no longer allow us to file a claim. Please still let us know and we will try, however we have found that UPS has very strict policies regarding these events.
WILL YOU SELL MY NAME? OR SHARE IT?
- Never. Ever. No way.
I HAVE MOVED AND WANT TO CONTINUE TO GET YOUR SNAIL MAIL!
- Please call us at 510-548-8188 or send an email providing your previous and current addresses. If you have an account on ellingtonandfrench.com you can manage your preferences in the Profile Section within My Account.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
- We accept VISA, MasterCard, American Express, and Discover, as well as PayPal. We also accept Ellington & French gift certificates!
IS MY CREDIT CARD INFORMATION SECURE?
- Yes, we use encryption software to ensure that your credit card information is safe.