DELIVERIES & RETURNS


We aim to dispatch in stock orders within 2 working days. Orders placed Friday- Sunday should be shipped the following Tuesday. 

We ship from our UK based warehouse. We accept full pre-payment only.


Orders requiring pallet delivery will be arranged with customers for an agreed specific day, please contact hello@eastlondonparasols.com. 

Parasols and bases are chunky items, please treat their delivery as if they are an item of furniture.  If no one is present to sign for the delivery there will be extra charge to arrange a redelivery.  A restock fee will be charged for missed deliveries that are not rearranged and the order returned to the warehouse.


If you have an urgent issue with your delivery please contact hello@eastlondonparasols.com quoting your order number, We respond to emails Mon-Fri 9-5. We will keep you informed about the progress of your order.  Delivery dates are not binding and are an estimate only, we will keep you informed about any delays and ask for your empathy as couriers are outside our control. 


Bases come in crates which may need a screwdriver and/or hammer to open.


We offer reduced delivery rates for multiple purchases, for more information contact: hello@eastlondonparasols.com


Orders ship only when all items are in stock, split delivery is possible on request and at an extra cost.

INTERNATIONAL ORDERS

We can ship to most countries in Europe and Scandinavia and you can place your order through the website. 

We ship worldwide.  If your country isn’t listed at checkout please email hello@eastlondonparasols.com for more details.   


Shipping internationally is slow due to customs, these delays are out of our control and we ask for your patience. Worldwide shipping is challenging - we can make no guarantees of delivery dates and circumstances outside our control can affect delivery schedules. 


Orders including our Octagonal Parasol Bases will incur extra shipping costs as they require pallet delivery. We can only apologise as we wish it was easier and cheaper to send our goods overseas. Please contact hello@eastlondonparasols for a quote.


Our shipping prices at checkout do not include any local customs and duties charges, and the customer will be held liable for any charges that may occur. For orders placed by invoice and online there may be duties payable on international shipments not sent DDP (duties paid in advance). 


We offer reduced delivery rates for multiple purchases, for more information contact: hello@eastlondonparasols.com


POSTAGE & PACKAGING

UK Mainland postage and packaging is at a standard rate with reputable couriers. Shipping for parasols and bases is sadly a higher price as couriers calculate cost according to whether size or weight is larger.  Parasols and bases are chunky items, please treat their delivery as if they are an item of furniture. We make no money on shipping and wish it was cheaper. We ship internationally using various reputable carriers.


Purchases will arrive boxed and well wrapped. 

Please retain packaging as we cannot accept returns or compensate for lost/ damaged orders without it.


 Bases come in crates which may need a screwdriver and/or hammer to open.


We offer reduced delivery rates for multiple purchases, for more information contact: hello@eastlondonparasols.com


RETURNS & REFUNDS

We want you to be happy with your purchase. If you have any problems please let us try to fix it, we are happy to help. Please retain the packaging.


All returns and refunds are made in accordance with the Consumer Rights Act 2015.

If you are not completely satisfied with your purchase, you need to contact us within 7 days of the date you receive your order. We will help you with your return and provide the return address.


Unfortunately, we are unable to offer free returns. It is the customers responsibility to return the goods in perfect condition and in the original packaging within 7 days of receipt. Please make sure to package the box properly, as well as leaving a note with your name, order number and reason for return in the parcel. 

We reserve the right to reject items returned damaged or not in the original packaging. We do not accept returns of crated bases where the crate is damaged.


Once the return has been received, we will process the refund within 5 working days.This excludes faults caused by accident, neglect, and misuse. Please allow up to 7 working days for the refund to arrive in your account.


Returns are charged a restock fee where there is no fault.

All returns are made at your own risk. Please contact us before returning any item 

Please note: We cannot accept returns on bases or reduced items. 

Bases come in crates which may need a screwdriver and/or hammer to open.


INTERNATIONAL RETURNS

Unfortunately, we are unable to offer free returns or cover any of the custom charges. For further enquiries and questions regarding international returns and exchanges please contact hello@eastlondonparasols.com. 



IF AN ITEM ARRIVES DAMAGED

Our quality team check your order carefully to make sure it's up to our standards before we dispatch it to you, so damage is very rare.

Please note that all of our products are handmade and as such there may be slight variations between products. Some features such as the bamboo peg holes in the canopy of Bali parasols can be mistaken for faults, they're not- we promise!


If for any reason a product has arrived damaged, or we have accidentally sent you the wrong item, please notify us within 24 hours, and we will look to fix the issue as soon as possible. If your item is damaged, please ensure to take photos of the box and the damaged item.


We will assess your complaint and tell you if your issue is eligible for a replacement. We will then either arrange to collect the item(s) from you or ask you to send it back to us, and we’ll either give you a full refund, arrange for a repair, or order you a replacement.