How can we help?

Every piece is made to order by hand. Most orders are crocheted, finished and delivered within 5 to 10 business days.

Yes. Every design is available in any colour of your choice. Choose custom colours on the product page and tell us your combination in your message.

We love a custom order. Send us a message with what you have in mind and we will let you know what is possible.

Every piece is handmade, so small variations are part of its beauty and make every EllTheLabel bag unique.

Of course. Mention it in your message and we will add a handwritten gift card and leave prices off the parcel. For birthdays and holidays, please allow 5 to 10 business days.

Every piece is finished with our gold EllTheLabel tag and comes with our aftercare card, packed with care.

Message us in the same chat as soon as possible. Because we start making your piece quickly, we will do our best but cannot promise changes once crocheting has begun.

We keep you updated in your WhatsApp or Instagram chat and let you know when your order is on its way, with tracking where the delivery service provides it.

UK delivery is included in the price of every piece.

Yes. We deliver to Europe, North America and a growing list of other countries. Tell us where you are in your message and we will confirm the delivery cost before you pay.

Pieces ordered in their listed colour can be returned within 14 days of delivery, even if you simply change your mind. Pieces made in custom colours or to a bespoke design are made just for you, so they cannot be returned unless faulty. To send something back, message us in your chat.

Message us in your chat as soon as you can with a photo. Within 30 days of delivery you can ask for a full refund; after that we will repair or replace it, and we cover the return postage. Your legal rights are not affected.

Spot clean only with a soft, damp cloth and mild soap. Do not machine wash or tumble dry, keep it dry, avoid overloading it and store it stuffed lightly with tissue paper.

Reshape it gently and leave it to air dry naturally, away from direct heat. Avoid heavy rain and soaking where you can.