Shipping

Shipping Policy

Carriers, costs, transit times and what happens if something goes wrong

Last updated: April 2026

UK free shipping

Orders over £10

Royal Mail Tracked 48 · 2–3 business days

1. Where we ship

We ship to the United Kingdom and to most non-EU destinations worldwide. European Union customers are directed to our Etsy storefront at https://esoworldstore.etsy.com, where EU-local fulfilment, VAT treatment and consumer-rights regime apply. We do not currently ship directly from the United Kingdom to European Union member states, the European Economic Area or Switzerland via this website; any such order placed in error will be refunded in full. If you are uncertain whether your country is served, add any product to the basket and proceed to checkout: if your destination is supported, a shipping option and transit time will appear before payment; if it is not, the checkout will not permit you to proceed.

2. United Kingdom — carrier, cost and transit time

Domestic orders are shipped exclusively via Royal Mail Tracked 48 (Tracked 48). Delivery typically takes 2–3 business days from the point of dispatch; Royal Mail quotes 48 hours as a target, not a guarantee, and the range above accounts for typical network variability. Orders with a subtotal at or above £10 qualify for free standard shipping; orders below £10 are charged a flat £2.99 at checkout. The threshold applies to the merchandise subtotal (inclusive of VAT where applicable, exclusive of any shipping charge). Delivery to the Scottish Highlands, Outer Hebrides, Orkney and Shetland, Northern Ireland, the Isle of Man, the Channel Islands and other remote postcodes (as classified by Royal Mail from time to time) may take an additional 1–3 business days; no surcharge is applied for these postcodes. We do not deliver to British Forces Post Office (BFPO) addresses or to PO Boxes at present.

3. International — carrier, cost and transit time

International orders are shipped via GlobalPost DDP using their International Tracked DDP offering, which consolidates orders in the United Kingdom, clears customs prior to export and hands off to USPS (and equivalent local posts) for final-mile delivery, depending on destination. The price to the customer is a flat £12.99 (or the equivalent in the destination currency, as shown at checkout) regardless of destination country. Transit time is typically 7–21 business days from dispatch, depending on destination and local postal performance; this range is an estimate and not a contractual guarantee. Because our international service is DDP (Delivered Duty Paid), import duties, taxes and VAT where applicable are calculated and collected at checkout and prepaid by us to the destination authority; you should not be asked to pay any additional amount on delivery. If a local carrier requests payment on delivery in respect of an order shipped to you under our DDP service, decline payment and contact us with the invoice or notice — we will reimburse any sum incorrectly charged on presentation of evidence.

4. Processing, dispatch and cut-off times

All orders are processed within 0–1 business days (Monday to Friday, excluding UK public holidays). Orders placed before 14:00 UK time on a business day are typically picked and handed to Royal Mail Tracked 48 the same day; orders placed after 14:00, on weekends or on UK public holidays are handed to the carrier on the next business day. During peak retail periods (Black Friday, Cyber Monday, the two weeks before Christmas, product-launch days) processing may extend to up to 3 business days; if your order is delayed beyond that window we will contact you by email. You will receive a dispatch confirmation email with the tracking number and a link to the carrier's tracking page as soon as the label is generated and the parcel is in the carrier's possession.

5. Order tracking

Every order, domestic and international, is fully tracked. The dispatch confirmation email contains the tracking number and a direct link to the relevant carrier's tracking portal (Royal Mail Tracked 48 for UK orders; GlobalPost DDP plus the local last-mile carrier for international orders). If you have not received a dispatch email within 3 business days of placing your order, please first check your spam, junk or promotions folders, as transactional email is routinely misfiled by free webmail providers, and then contact us at hello@esoworld.co.uk quoting your order number. Tracking events may take up to 48 hours to appear after dispatch, particularly for international shipments crossing multiple carrier networks.

6. Import duties, VAT and customs (international)

All international shipments leave the United Kingdom as Delivered Duty Paid (“DDP”) consignments via GlobalPost DDP. This means any applicable import duty, goods and services tax, value added tax, consumption tax or equivalent destination-country impost is calculated at checkout and remitted to the destination authority by or on behalf of us. In the ordinary course you should not receive any charge, invoice or demand on delivery. In the rare event that a destination authority or carrier misclassifies your parcel and issues a charge, please pay nothing, retain the documentation, and forward it to hello@esoworld.co.uk; we will investigate with the carrier and reimburse any charge that was properly our responsibility. Certain restricted or controlled goods cannot be exported to certain destinations regardless of DDP treatment; where this applies we will refund the order and notify you before dispatch.

7. European Union orders

We do not currently accept orders for delivery to European Union member states, the European Economic Area or Switzerland through this website. We redirect EU-based buyers to our Etsy storefront at https://esoworldstore.etsy.com, which handles EU-local VAT registration, IOSS compliance and the associated consumer-rights regime (including the 14-day withdrawal period under the Consumer Rights Directive 2011/83/EU). If an EU order is accepted through this website in error, we will cancel and refund the order in full and invite you to re-order via Etsy.

8. Delivery address accuracy and failed deliveries

Please ensure your delivery address is complete and correct at checkout, including flat or apartment number, building name, house number, street, town, postcode (or equivalent postal code) and any delivery instructions your carrier may require. We are not liable for parcels delivered to an address as provided by the customer where that address was entered incorrectly. If a parcel is returned to us by the carrier as undeliverable (including where the addressee is absent and no safe place is available, where the address was incomplete or incorrect, or where the parcel was refused), we will contact you by email and offer, at your option, (i) re-dispatch to a corrected address upon payment of the original shipping charge (£2.99 UK, £12.99 international), or (ii) a refund of the merchandise value less the original shipping cost borne by us (where shipping was free to you, a reasonable sum equal to the cost we incurred in attempting delivery).

9. Lost, stolen or damaged parcels

A parcel is treated as potentially lost once tracking has shown no movement for 10 consecutive business days (UK) or 20 consecutive business days (international). If your tracking shows “delivered” but you have not received the parcel, please first check with neighbours, household members and your local sorting or delivery office; a significant proportion of missing parcels are found this way. If after those steps the parcel cannot be located, contact hello@esoworld.co.uk within 14 days of the last tracking event, providing your order number and a brief description. We will open a formal loss investigation with Royal Mail Tracked 48 or GlobalPost DDP (as applicable) and, on confirmation or once the carrier's investigation window closes without recovery, re-dispatch your order at no charge or refund in full, at your election. If your parcel arrives visibly damaged, or if the contents are broken or leaking on receipt, email hello@esoworld.co.uk within 7 calendar days of delivery with photographs of the outer packaging, the damaged item and (for transit-damage claims) any carrier damage-in-transit note. We will dispatch a replacement at no cost, or refund in full, at your preference. Do not discard damaged items or packaging until we have confirmed the claim.

10. Carrier changes and service disruption

While Royal Mail Tracked 48 is our primary UK carrier and GlobalPost DDP our primary international carrier, we reserve the right to use comparable tracked services from other carriers (for example, during industrial action, operational incidents or where a particular destination is not served by our primary carrier). Where we substitute carriers, the service level, transit time and tracking provided will be equivalent or superior to the default service; no additional charge will be passed to you. We are not liable for delays, losses or service disruptions caused by events outside our reasonable control, including without limitation: carrier network incidents, industrial action, severe weather, pandemics, war, civil unrest, acts of government, port closures, border closures and customs processing backlogs. Where such an event materially affects your order we will communicate proactively and offer a refund where delivery becomes permanently impossible.

11. Order modification and cancellation before dispatch

If you need to change your delivery address, modify the contents of an order or cancel an order entirely, email hello@esoworld.co.uk as soon as possible, quoting your order number. We can accommodate changes only while the order has not yet been handed to the carrier — typically a window of a few hours during business days. Once the parcel is in the carrier's network, we cannot redirect it; you must wait for delivery (or refusal) and then return the item under our Returns Policy. Cancellation refunds are issued to the original payment method within 5–7 business days of confirmation.

12. Statutory rights

Nothing in this Shipping Policy limits or excludes your statutory rights as a consumer, including the rights conferred by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the United Kingdom, or the equivalent consumer-protection legislation of the jurisdiction in which you placed the order. In particular, nothing in this Policy affects your right to cancel a purchase within the 14-day cooling-off period provided by those Regulations, nor your right to receive goods that are of satisfactory quality, fit for purpose and as described.

Related policies

Returns

All policies

Shipping Returns Privacy Terms

Questions about this policy?

hello@esoworld.co.uk Contact page