Shipping policy
At House of Estree, we aim to provide a reliable, transparent and convenient delivery experience. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.
1. Order Processing
Orders are normally processed within 2–5 working days after payment has been successfully received.
Orders placed on weekends or UK public holidays will be processed on the next working day.
During busy periods, product launches, sales or promotional events, processing may take longer. If there is a significant delay, we will contact you using the details provided when placing your order.
2. UK Delivery
We currently offer delivery within the United Kingdom.
Estimated delivery times are:
- Standard Delivery: 2–5 working days after dispatch.
- Express Delivery: 2–3 working days after dispatch, where available.
Delivery times are estimates and are not guaranteed unless a guaranteed delivery service has specifically been purchased.
Once your order has been dispatched, you will receive a confirmation email containing tracking information where tracking is available.
3. Delivery Charges
Delivery charges are calculated and displayed at checkout before you complete your purchase.
From time to time, House of Estree may offer promotional or free-delivery options. Any applicable delivery promotion will be clearly displayed on our website.
4. Tracking Your Order
Where a tracked delivery service is used, you will receive tracking details by email or through the contact information provided with your order.
Please allow up to 24–48 hours after dispatch for tracking information to become active.
5. Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
If you provide an incorrect or incomplete address and the order cannot be delivered, additional delivery charges may apply for re-delivery.
Please contact us as soon as possible if you realise that your delivery information is incorrect. We cannot guarantee that an address can be changed after an order has been dispatched.
6. Missed Deliveries
If you are unavailable when delivery is attempted, the courier may leave instructions regarding collection or re-delivery.
Please follow the courier’s instructions to arrange another delivery or collect your parcel where applicable.
If a parcel is returned to House of Estree because it was not collected or delivery could not be completed, we will contact you to arrange the next steps. Additional delivery charges may apply.
7. Delayed or Lost Orders
Although we work with reputable delivery providers, delays can occasionally occur because of circumstances outside our control, including severe weather, transport disruption, operational issues or other unforeseen events.
If your order appears to be significantly delayed, please contact us so that we can investigate with the delivery provider.
If a parcel is confirmed as lost, we will work with the carrier to resolve the matter in accordance with our legal obligations and the applicable delivery service terms.
8. Damaged Parcels
Please inspect your parcel when it arrives.
If your order arrives visibly damaged, please contact House of Estree as soon as reasonably possible and provide photographs of the packaging and the affected item.
This will help us investigate the issue with the delivery provider and determine the appropriate resolution.
Your statutory rights are not affected.
9. International Delivery
If international delivery is offered on our website, the available destinations, delivery charges and estimated delivery times will be displayed at checkout.
Customers may be responsible for applicable customs duties, import taxes or other charges imposed by the destination country.
House of Estree cannot guarantee delivery times for international orders where customs processing or other circumstances outside our control cause delays.
10. Returns and Refunds
Our Shipping Policy should be read together with our Returns & Refunds Policy.
For UK consumers, nothing in this policy limits or excludes rights provided by applicable UK consumer protection law, including rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
Where a customer has a legal right to cancel an online order, the applicable cancellation period and conditions will be explained in our Returns & Refunds Policy.
11. Delivery Responsibility
Responsibility for the goods remains with House of Estree until the goods come into the physical possession of the customer or a person identified by the customer to receive them, except where the customer independently arranges a carrier that was not offered by House of Estree.
12. Contact Us
If you have questions about delivery, tracking or an existing order, please contact House of Estree through the contact details provided on our website.