DELIVERIES & RETURNS

COVID UPDATE


A full restock is due in March. We are operating in unpredictable, difficult times and circumstances outside our control can affect delivery schedules. Our goods are ready, sitting at the start line and awaiting the UK ports sorting themselves out. We will keep you informed about delays and ask for your empathy and patience in these matters.


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


POSTAGE & PACKAGING

We ship worldwide. If your country is not listed at checkout please contact hello@eastlondonparasols for more details.


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. We make no money on shipping and wish it was cheaper. International shipping is with various carriers.


Purchases will arrive boxed and well wrapped. Please retain packaging as we cannot accept returns or compensate for lost/ damaged orders without it.


For orders outside the UK please allow at least 10 working days for delivery due to customs requirements.


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.


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 with details of your order and we will help you with your return and provide the address for you to return it to. Please retain the packaging and return the item to us in its original condition within 7 days of receipt.


Returned items should be unused and must be returned in original packaging with the correct documentation. We will issue a refund upon receipt, please allow 7 days for processing. This excludes faults caused by accident, neglect, and misuse.


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


Please make sure your return is as well packaged as it was on arrival, and use a reputable and recorded delivery service (not myHermes) able to deal with large, heavy items. Our warehouse is open 9-5pm Mon-Fri to receive deliveries.


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.


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.

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 email hello@eastlondonparasols.com within 48 hours of receipt, sending a couple of photos of the issue(s).


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.