DELIVERIES & RETURNS

For in stock items we  usually dispatch orders within 1 or 2 working days (cut off 11am Mon- Thurs)  However we have been experiencing some delays with deliveries and we can only apologise. Please bear with us. 

Orders requiring pallet delivery need to be arranged directly with us and will not be fulfilled next day. 


If you have an urgent issue with your delivery please contact the warehouse directly on info@firstdistribution.co.uk.


We accept full pre-payment only.


We will keep you informed about the progress of your order. We will keep you informed about delays and ask for your empathy and patience in these matters. 


Shipping internationally is slow due to customs, these delays are out of our control and we ask for your patience.

Worldwide shipping is challenging at the moment- we are operating in unpredictable, difficult times and circumstances outside our control can affect delivery schedules. There may be duties payable on international shipments not sent DDP (duties paid in advance).




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.com for more details.  

Shipping internationally is slow due to customs, these delays are out of our control and we ask for your patience.
We can only ship to Ireland when provided with an EORI number at the time of order. 


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. Orders outside the UK will have duty to pay .


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.