OUR
DELIVERY & RETURNS POLICIES
DELIVERIES
UK deliveries only. We are currently shipping our warehouse clearance stock from the UK. Lucy, the founder, is doing this single handedly so please be patient! We accept full pre-payment only.
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.
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 can only deliver to the delivery address on the order.
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 arrange a courier to collect from the delivery 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 14 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.
Under Consumer Contracts Regulations a deduction can be made if the value of the goods has been reduced as a result of the customer handling the goods more than was necessary (the same as it would be if goods were assessed in a shop)
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 and checked by the warehouse, 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 wooden crates which may need a screwdriver and/or hammer to open.
Legally we have to display our return address at the warehouse, but please do not send returns here. We do not have sole use of the warehouse, returns sent without prior booking through hello@eastlondonparasols.com are sent at your own risk and we cannot guarantee that they will be received and restocked by the warehouse team. East London Parasol Company Ltd , TBM Fulfillment Solution,Unit 2C Rear, Viking Industrial Estate, Hudson Road, Bedford, MK41 0QB.
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.
WHAT TO DO
IF AN ITEM ARRIVES DAMAGED
If you are buying a product discounted due to warehouse damage then please expect your product to be imperfect.
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. We want you to be happy and we will do our best to help. Please retain the packaging.
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 Round Bamboo Parasols can be mistaken for faults, they're not- we promise!
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.
