Shipping & Returns

PACKAGING

Your orders will always be packed with the utmost care and love in my branded giftable packaging (recycled and recyclable wherever possible), which I buy in small quantities as and when it is needed.
I use recycled postal packaging wherever possible, this includes re-using postal boxes and bubble mailers.
Parcels will have an anonymous look on the outside.

SHIPPING

Ready to Ship

Ready to ship items will be packed & dispatched within 2 business days, bar any circumstances beyond my control, in which case I will update you as soon as possible.

Made to Order & Personalised Pieces

Made to order items will usually be dispatched within 2-3 weeks, unless they have a different production & delivery estimate on their individual product pages.

Bespoke

Bespoke pieces will each have their own timeline, which will have been stipulated during the initial consultation/agreement and upon your Bespoke Contract.

UK Shipping

Uk orders under £75 will be sent via Royal Mail 1st Class Signed For post, which is usually delivered the next working day.
UK orders £75 and over will be sent via Royal Mail Special Delivery.

International Shipping

All international orders will be sent via Royal Mail tracked and/or signed services.
These are estimated at 3-5 working days for delivery in Europe and 5-7 working days for delivery in the rest of the world (this excludes weekends and any public holidays in both the UK and the destination country)

CUSTOMS

All VAT, customs and any additional import duties are your responsibility.
These are charges imposed by your country’s government, and are out of my control.
VAT, customs and import duties vary from country to country. I strongly suggest you do some research into your own country’s charges before ordering, so you know what to expect.

Any parcels sent outside the UK will be marked as purchased goods, with the actual purchase value. I will not put false information on customs forms.

If you don’t want to pay these costs, you can refuse the parcel. Please be aware that refused parcels can take up to 8 weeks to be returned to me.
I would appreciate if you could let me know that you are refusing your parcel, so I can keep an eye out for it.
You will not receive a refund until I have your parcel back in my hands, the refund will exclude shipping costs.

UNCLAIMED PARCELS

If your parcel is returned to me as “unclaimed”, or because the address provided was wrong or incomplete and you would like it posted to you again, you will be liable for the additional postage costs.

DELAYED/LOST PARCELS

Once I have posted your items, they are in the hands of the postal services and out of my control.
I always send all my items with tracked/signed for services and appropriate parcel insurance.
As much as I understand your frustration with delayed parcels, I am a (very) small business and cannot afford to issue any refunds until I can make a claim with the postal services. I would really appreciate your patience to wait the allotted time before you contact me.
Please see the guide below for waiting times before I can make a claim for lost items.

UK Parcels
Parcels sent by 1st class signed for – Royal Mail will not accept any claims until 10 working days after the next working day due date.
Parcels sent by special delivery need to wait an additional 5 working days after the due date before a claim for loss can be made.

International Parcels
Once parcels have been posted at my local post office, they will usually be taken to an international facility within a few days, then put on a plane and passed on to your local postal service.
Once the tracking shows the parcel has been handed over, it is in the hands of your local customs  facility and postal company and the duration of delivery depends largely on them. It is sometimes better to contact your local facility to check on a parcel if it is stuck in the local postal system.

Europe
The aim for delivery with the services I use is 3-5 working days. To make a claim for a lost parcel, I need to wait an additional 20 working days after this period. (This works out at a minimum of 5 weeks, excluding any public holidays)

Rest of the world
The aim for delivery with the services I use is 5-7 working days. To make a claim for a lost parcel, I need to wait an additional 25 working days after this period. (This works out at a minimum of 6.5 weeks, excluding any public holidays)

RETURNS

In accordance to Distance Selling regulations, you may return any ready to ship items (including Sample Sale), as well as made to order items that are part of my regular collection (and that have not been personalised or altered to your specifications), by notifying me via email on esh@eshlondon.co.uk within 14 days of delivery, I will then give you the postal address for returns.
You must post the items back in a secure way, at your cost, within 14 days of notifying me of your intent to return.
You are liable for the items until they arrive back in my care and they must be returned in the same, resalable condition, otherwise you may incur a deduction for loss in value.
I will issue the refund, within 2 business days of receiving the return, after inspecting the items.

You can access my full Terms & Conditions on www.eshlondon.co.uk/tsandcs