Shipping policy

Average delivery times

Due to current events, delivery times may be longer due to limited parcel services and flights. We strive for the best price-performance ratio. Therefore, we ship the products directly from the supplier. This allows us to save considerably on transport, storage, packaging and shipping costs and offer the products at a fair price. Due to this choice, our average delivery times are between 5-15 days.

processing time

Orders are processed and shipped to our supplier on the day they are placed. Orders are processed Monday through Saturday at our distribution center and shipped from the warehouse within 1-3 business days.

delays

We deliver 97% of orders within the stated delivery time. Unfortunately, it can happen that your order is delayed. The most common reasons for delays are holidays, customs inspections, illness in courier services or war.

Free Shipping

We cover the shipping costs and deliver every order to your home FREE OF CHARGE, with no minimum order quantity.

cancellation of your orders

Unfortunately, it is not possible to cancel an order once it has been placed as it is shipped and processed directly by our supplier. However, there is a 30-day right of withdrawal from the day you receive the product within which you can return the order.

In some scenarios it is still possible to cancel, if so we charge a fee for the shipping cost.

Check your shipping details carefully!

To ensure your order is processed correctly, it is important that your shipping details are complete and correct. If any information is missing or incorrect, this may cause delays in shipping. It is the buyer's responsibility to provide accurate details. Please note that if a package is lost or cannot be delivered due to incorrect information, the costs are to be borne by the buyer and we are unable to offer a refund.

loss of delivery

We regret that there are problems with your order. Please contact us as soon as possible. In case of loss of a shipment or if the customer claims that they have not received the order (even if the tracking information shows that it was delivered), we ask customers to contact the delivery service first to see if they can provide further information on the whereabouts of the package. If this does not produce any results, we will initiate an investigation procedure. Unfortunately, this process can take a very long time (+/- 3 months), after which we can offer an appropriate solution. We ask for your understanding and patience in this process. Both we and the customer must fully cooperate with the supplier and the delivery service.

Track your order

You can track your order via our Track and Trace page. Track and Trace information is usually available the next day, but in certain cases this can take up to 3 days after you have placed your order. It can also take up to a week for the first steps to become visible.

Where can I find my tracking number?

Don't worry! Once your items have been shipped, you will automatically receive an email from our system with your tracking number. If for some reason you have not received an email or the tracking number is not working, please contact us. We are happy to help you!

Do you have any questions or need further detailed information?

Do not hesitate to contact us at  info@epoque-london.com  or click on "Contact" on our site. Our dedicated team is ready to answer all your questions and assist you.