Shipping policy

SHIPPING POLICY

Last updated: 8 September 2026

Thank you for shopping with Emmergrey.

This Shipping Policy explains our delivery options, estimated delivery times and other important information relating to orders placed through emmergrey.store.

For any questions regarding shipping or an existing order, please contact us at:

hello@emmergrey.store

1. SHIPPING OPTIONS

Emmergrey currently offers the following delivery options:

FREE STANDARD SHIPPING

Cost: Free
Estimated delivery time: 5–12 working days

Our Standard Shipping option is available at no additional delivery charge.

EXPRESS SHIPPING

Cost: Paid — the applicable delivery charge will be displayed at checkout before you place your order.
Estimated delivery time: 5–8 working days

Express Shipping is intended for customers who would like a faster delivery option.

The exact Express Shipping charge applicable to your order will be clearly displayed during checkout before payment.

2. WORKING DAYS

All delivery estimates stated in this policy are expressed in working days.

Working days generally mean Monday to Friday, excluding applicable public and bank holidays.

Weekends and public holidays are therefore not normally counted when calculating the estimated delivery period.

3. DELIVERY ESTIMATES

Our estimated delivery times are:

Free Standard Shipping: 5–12 working days
Express Shipping: 5–8 working days

Delivery estimates are provided in good faith and represent the normal expected delivery period.

Unless expressly stated otherwise, estimated delivery periods are not guaranteed delivery dates.

Where applicable, your statutory rights concerning delivery remain unaffected.

4. ORDER PROCESSING AND DISPATCH

Once your order has been successfully placed, it will enter our order processing and fulfilment system.

You will receive an order confirmation using the contact information provided during checkout.

When your order has been dispatched, you may receive a shipping confirmation containing available tracking information.

Delivery estimates may begin from dispatch where this is clearly communicated during the ordering process.

5. DELIVERY INFORMATION AT CHECKOUT

Before completing your purchase, available delivery options and any applicable charges will be displayed during checkout.

You will have the opportunity to review:

your delivery option;
applicable shipping charges;
your delivery address; and
your order total

before submitting your order.

Free Standard Shipping will carry no shipping charge.

Express Shipping is a paid delivery service, and its applicable price will be shown before you place your order.

6. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check:

recipient name;
house or building number;
street name;
flat or unit number, where applicable;
town or city;
postcode; and
country

before submitting your order.

If you notice an error in your delivery information, contact us as soon as possible at:

hello@emmergrey.store

We will make reasonable efforts to assist you, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or shipping process.

7. TRACKING YOUR ORDER

Where tracking is available for your shipment, tracking information will normally be provided after dispatch.

Tracking information may take some time to become active after the parcel has been handed to the carrier.

If your tracking information does not update immediately, this does not necessarily mean that your parcel has stopped moving.

For assistance with tracking, contact:

hello@emmergrey.store

8. DELIVERY DELAYS

Although we aim to deliver orders within the estimated timeframes, occasional delays may occur.

Possible causes may include:

exceptionally high order volumes;
carrier disruption;
transport delays;
severe weather;
public or bank holidays;
customs or border procedures, where applicable;
incorrect or incomplete delivery information;
industrial action;
major events outside our reasonable control; or
other logistical circumstances.

If we become aware of a significant delay affecting your order, we will take reasonable steps to assist you.

Your statutory rights regarding delayed delivery remain unaffected.

9. UK CONSUMER DELIVERY RIGHTS

Under applicable UK consumer law, goods must generally be delivered without undue delay and, unless another delivery period has been agreed between the customer and trader, no later than 30 days after the contract is made.

Where Emmergrey provides and the customer accepts a specific delivery timeframe, the agreed delivery arrangement will apply subject to applicable consumer law.

Nothing in this Shipping Policy limits any mandatory rights available to consumers.

10. DELIVERY LATER THAN AGREED

If your order has not arrived within the agreed or applicable delivery period, please contact us at:

hello@emmergrey.store

We will investigate the shipment and take appropriate action.

Where you have a statutory right to cancel the contract because goods have not been delivered within the required timeframe, Emmergrey will respect that right in accordance with applicable UK consumer law.

11. LOST PARCELS

If you believe your order has been lost in transit, please contact:

hello@emmergrey.store

Please provide:

your full name;
order number;
delivery address; and
any available tracking information.

We may investigate the shipment with the relevant delivery provider before determining the appropriate resolution.

Where Emmergrey remains legally responsible for the goods, your statutory rights will not be affected by a parcel being lost in transit.

12. DAMAGED PARCELS

If your parcel arrives visibly damaged, please inspect the contents carefully.

If a product itself is damaged, faulty or incorrect, contact us as soon as possible at:

hello@emmergrey.store

Where possible, please include:

your order number;
a description of the problem;
photographs of the product; and
photographs of the packaging.

Your rights regarding faulty or damaged goods are set out in our Return & Refund Policy and applicable UK consumer legislation.

13. INCORRECT ITEMS

If you receive an item different from the one you ordered, please contact us at:

hello@emmergrey.store

We will review the issue and provide an appropriate solution in accordance with your statutory rights.

You will not be required to bear reasonable return costs for goods incorrectly supplied where the law requires those costs to be borne by us.

14. MULTIPLE-PARCEL ORDERS

In some circumstances, products from the same order may be dispatched separately.

As a result, you may receive:

more than one parcel;
different tracking references; or
parcels arriving on different days.

Receiving one parcel does not necessarily mean that the remainder of your order is missing.

15. FAILED DELIVERY ATTEMPTS

If a carrier attempts delivery but cannot complete it, the carrier may:

attempt delivery again;
leave instructions;
make the parcel available for collection; or
return it to the sender.

Customers should follow any reasonable instructions provided by the delivery carrier.

If you experience difficulty receiving your parcel, please contact us.

16. UNCLAIMED OR RETURNED PARCELS

A parcel may be returned to us where:

delivery was repeatedly unsuccessful;
the parcel was not collected;
an incorrect or incomplete address was supplied;
the recipient refused delivery; or
the carrier was otherwise unable to complete delivery.

If this occurs, contact:

hello@emmergrey.store

We will review the circumstances and advise you of the available options.

Any additional delivery charge will only be imposed where permitted by law and where the customer was properly informed of the relevant cost.

17. RISK DURING DELIVERY

Where Emmergrey arranges delivery to a consumer using a carrier selected or offered by us, responsibility for the goods generally remains with us until the goods come into the physical possession of:

you; or
a person identified by you to receive them.

This does not affect circumstances where the consumer independently arranges a carrier that was not offered by Emmergrey, where different statutory rules may apply.

18. RETURNS

Shipping an order to you and returning an order are separate processes.

For information concerning:

change-of-mind returns;
faulty goods;
damaged goods;
cancellation rights;
return postage; and
refunds,

please refer to our Return & Refund Policy.

19. REFUNDS OF DELIVERY CHARGES

Where a customer validly exercises a statutory cancellation right, applicable UK consumer law may require us to refund the cost of the least expensive standard delivery method offered for the order.

Because Emmergrey offers Free Standard Shipping, no Standard Shipping charge is payable where that option is selected.

Where a customer has chosen a more expensive delivery option, such as Express Shipping, any additional amount paid above the cost of our standard delivery option may not be refundable where permitted by law.

This does not affect rights relating to faulty goods or failures by Emmergrey to fulfil its legal obligations.

20. CHANGING THE SHIPPING METHOD

Once an order has been submitted, we cannot guarantee that the selected shipping method can be changed.

If you would like to request a change, contact us as soon as possible at:

hello@emmergrey.store

If fulfilment has not yet progressed too far, we may be able to assist.

Additional charges may apply if you request an upgrade from Standard Shipping to Express Shipping, provided those charges are clearly disclosed and agreed by you.

21. CUSTOMER RESPONSIBILITY

To help prevent delivery problems, please ensure that:

all delivery details are correct;
your postcode is complete;
your name matches the recipient details where necessary;
you monitor available tracking information; and
you follow reasonable delivery or collection instructions from the carrier.

Nothing in this section transfers responsibility to you where UK consumer law places responsibility on Emmergrey.

22. STATUTORY RIGHTS

Nothing in this Shipping Policy excludes or restricts any rights available to you under applicable United Kingdom consumer law.

Relevant legislation may include:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
other applicable UK consumer protection legislation.

Where any part of this policy conflicts with a mandatory statutory consumer right, the statutory right will prevail.