Shipping policy
For full delivery information including service options, costs and timings, please visit our Shipping page.
UK Delivery
We ship UK orders via Royal Mail Tracked 24. Standard delivery is £4.99 per order. Estimated delivery is 1 to 2 working days from dispatch. Orders placed before 12pm Monday to Friday are usually dispatched the same day. Orders placed after 12pm on Friday are usually dispatched the following Monday. During busy periods dispatch may take slightly longer and we will let you know if there is a delay.
Pre-orders
If you place a pre-order, the estimated dispatch date will be shown on the product page at the time of purchase. You will receive a dispatch confirmation once your order has shipped. If your order contains both in-stock and pre-order items, everything will usually be dispatched together once all items are available, unless the product page states otherwise. If you would prefer to receive your in-stock items separately, please contact us and we can send a link to pay the additional shipping.
Tracking
Once your order has been dispatched, tracking details will be sent to you by email. Once dispatch confirmation and tracking information has been provided, responsibility for the parcel passes to the customer.
International Delivery
International orders are shipped using Royal Mail International Tracked. Once they reach the destination country they are handed over to a national courier. Delivery costs vary by destination and order weight and are shown clearly at checkout before payment.
As a guide, Royal Mail's typical post-dispatch delivery estimates are:
- Europe: 3 to 5 working days
- Rest of world: 5 to 7 working days
Please note these are Royal Mail's estimates and not guarantees. Delivery times can vary depending on the destination country and time spent in customs, which we have no visibility of or control over. Some orders arrive faster, some take longer, particularly during busy periods.
International orders may be subject to customs charges, import duties or local taxes set by your destination country. These are the responsibility of the customer and are outside our control. Delivery estimates do not include time spent in customs, which can vary significantly by country.
If a parcel is refused, unclaimed or undeliverable due to unpaid customs charges or an incomplete address, the courier may attempt re-delivery. If re-delivery is not possible, the parcel may be returned to us or abandoned by local authorities. If returned, any return shipping costs will be deducted from your refund. If abandoned or destroyed by customs, we are unable to issue a refund as the goods are not returned to us.
Incorrect Address Details
Please double-check your delivery address at checkout. We cannot be responsible for delays or non-delivery caused by incorrect or incomplete address information. If a parcel is returned to us due to an incorrect address, any reshipping costs will be the responsibility of the customer.
Delivery Issues
If your parcel is delayed or appears to be missing, we will open an investigation with Royal Mail straight away. Refunds or replacements cannot be issued until the investigation is complete. If a delivery is marked as delivered to a safe place or neighbour, we are unable to take responsibility once delivery has been confirmed by the courier. In rare cases of lost parcels, a signed confirmation may be required to process a claim.
Returns
For returns, please see our Returns page or our Refund Policy.
Get in Touch
If you have any questions about your order or delivery, email hello@emorla.co.uk and you'll hear back from Emma directly.