ORDER ISSUES

 

If you’re having an issue with your order, you're in the right place. Please read through the sections below before getting in touch — most common problems can be solved quickly using the information here.

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1. When will my order ship?

 

• Orders are processed within 1–2 business days
• You’ll receive a shipping confirmation email with tracking once your order is dispatched
   
  If you haven’t received it, check your spam folder and make sure you’re checking the same email address used at checkout. If you're still unsure, contact us and we’ll confirm it for you.
  
  
• If it’s been more than 3 business days and you haven’t received tracking, contact us here

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2. How do I track my parcel?

• Your shipping confirmation email includes a clickable tracking number
• You can also track your parcel directly here:
  
  Royal Mail
  DPD Local
  
  
• Note: DPD’s tracking portal does not require a postcode

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3. My parcel is late — what should I do?

• Check the tracking link for real-time courier updates
• Delays can occasionally happen during busy periods or at customs
• If your parcel is more than 5 working days late, please get in touch

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4. My parcel says 'Delivered' but I haven’t received it

• Occasionally, couriers mark parcels as delivered slightly before they are physically dropped off
• Please allow 24 hours, check with neighbours or building staff, and confirm the delivery location
• If it still hasn’t arrived after 24 hours, contact us within 7 days so we can investigate

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5. My parcel failed delivery / was returned to sender

• If your parcel is returned due to an incorrect address or multiple failed delivery attempts, we’ll automatically issue a refund (excluding shipping costs) once it arrives back with us
• If you’d prefer to have it redelivered instead, you’re welcome to place a new order

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6. I entered the wrong shipping address

• We’re unable to make changes to an order once it has been placed.
  If your order has not yet been fulfilled, we can cancel it and issue a full refund so you can place a new order with the correct details. Please contact us immediately if you’d like to request a cancellation.
• If it’s already been dispatched, the address cannot be changed
• Orders delivered to incorrect addresses cannot be refunded

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7. My order arrived damaged

• Contact us within 7 days of delivery
• Please include:
  
  
  • Your order number (starts with #EP)
  • Photos of the damage
  • (If applicable) photos of the packaging
    
    
• Once received, we’ll review and respond with next steps

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8. I received the wrong item / something is missing

• Contact us within 7 days of delivery
• Please include:
  
  
  • Your order number
  • A photo of what you received
    
    
• Our team will investigate and resolve the issue.
  
  Note: All parcels are checked and verified during packing. We log weight and contents for every order — and use this data to investigate any claims of missing items.

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9. I was charged import duties / customs fees

• Duties and import taxes are not included in your order total
• These are charged by your country’s customs office and are the customer’s responsibility
• For more details, see our Shipping Policy

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Still need help?

If your question isn’t covered here or you're still having issues, contact us here.
Please include your order number (starts with #EP) so we can help you faster.