Shipping policy

Dispatch Times

All orders placed before 1pm (Monday – Friday, excluding bank holidays) will be dispatched the same working day. Orders placed after 1pm will be dispatched the next working day.

 

Delivery Services

• Royal Mail Tracked 48 (RMT48): Estimated 3–5 working days. Our standard delivery option for eligible parcels.
• UPS / DPD (Courier): Used for larger, heavier, or multi-parcel consignments where Royal Mail will not accept the shipment. These services are not selectable at checkout; we will allocate UPS or DPD when necessary to ensure successful delivery.
• Pallet Freight: Used for consignments of 50kg or more (or where dimensions require). Delivery is kerbside only and an accessible, hard-standing location is required.

Where we substitute the carrier (e.g. from Royal Mail to UPS/DPD) to meet weight/size constraints, we will use an equivalent or faster service where reasonably possible. Substitution to an equivalent service does not entitle you to a postage refund.

 

Delivery Timeframes

Consumer purchases: In line with UK consumer law, we aim to deliver all consumer orders within 30 days of purchase unless otherwise agreed. All timeframes are estimates, not guarantees.

Business purchases: Delivery timeframes are estimates only and not guaranteed. EOTrader is not liable for delays caused by carriers once goods have been dispatched.

 

Bulky Items & Service Limitations

Orders may be routed via UPS or Pallet Freight where weight, volumetric weight, dimensions, or multi-parcel quantities exceed Royal Mail acceptance limits—even if a Royal Mail service was selected at checkout.

Refunds are not provided for carrier delays after dispatch or where we use an equivalent-speed alternative (e.g. UPS/DPD) to meet size/weight constraints.

 

Merged & Split Shipments

At our discretion, multiple orders placed in succession to the same delivery address may be merged into a single shipment to improve efficiency and reduce packaging. Where this occurs, shipping charges paid for each individual order remain non-refundable.

In some cases, individual orders may also be split into multiple shipments where weight, volumetric size, or carrier restrictions require it. You will receive separate tracking numbers if your order is split. Shipping charges apply per order placed and are not reduced where orders are merged or split across multiple consignments.

 

Pallet Deliveries

Large orders are dispatched via pallet freight (typically for consignments of 50kg+) and may require additional delivery instructions. We recommend choosing a business or otherwise accessible location; pallets cannot be delivered to gravel or dirt surfaces.

A valid contact phone number is required for pallet bookings so the carrier can arrange delivery. If you do not provide a phone number at checkout, dispatch of your order may be delayed while we attempt to contact you. If no response is received and the pallet is shipped without a phone number, any failed delivery or return will still incur applicable fees.

It is your responsibility to ensure someone is available to accept pallet deliveries during the agreed window. The carrier will make up to two delivery attempts. If both attempts are unsuccessful, the pallet will be returned to us. No further storage or handling fees apply. In such cases, your postage cost will not be refundable and you will be charged a return-to-sender fee of £60 per pallet. If your order is shipped on more than one pallet, this charge will apply to each pallet returned. Please see our Refund & Returns Policy for further details.

 

Risk and Title

Consumer purchases: Risk in the goods passes when they are delivered to your address.

Business purchases: Risk passes when goods are handed to the carrier. EOTrader bears no liability for loss, delay, or damage in transit once collected by the carrier. If you require transit insurance, this must be arranged directly with the carrier. In all cases, title (ownership) passes once full payment is received.

 

Address Accuracy

We are unable to amend delivery addresses once an order has been placed. It is the customer’s responsibility to ensure that all address fields are completed accurately at checkout. Providing incorrect address details may result in your order being cancelled or delivered to the wrong location.

We cannot be held responsible for any issues arising from incorrect addresses provided at checkout. If you believe you have entered the wrong address, please contact us immediately to request a cancellation.

 

Delivery Restrictions

We only dispatch to UK addresses. Larger items may not be eligible for delivery to non-mainland UK, Highlands & Islands, or Northern Ireland addresses. If this affects your order, we will contact you to discuss alternatives such as arranging your own courier. If no solution can be agreed, your order will be cancelled and refunded.

 

Effective date: 2 September 2025. We review this policy periodically and may update it to reflect operational or legal changes.