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Shipping

Delivery, Returns & Customer Information

Commitment to You

We’ve been in the emu oil business since 1993, and over the years we’ve built our service around care, reliability and straightforward customer support.

We aim to process every order promptly, provide clear delivery information, and make ordering from us as simple as possible. If you have any questions about an order, delivery or return, we’re always happy to help.

UK Delivery

Orders placed on working days are processed as quickly as possible, with most orders dispatched the same day. Typical UK delivery times are 2 to 5 working days.

We use Royal Mail Tracked48 for domestic deliveries, providing tracking from dispatch through to delivery.

  • UK Tracked Delivery - £2.99
  • Free UK Delivery on orders over £25

 

International Shipping

Shipping is calculated according to your destination and the total weight of your order.

For most international parcels, the delivery cost is made up of a base charge for the parcel plus a charge based on its weight. Rates are country-specific, so the cost per kilogram can vary considerably between destinations.

Some European destinations benefit from substantially lower contracted carrier rates, while others cost more. As the fixed parcel charge is spread across more weight, larger orders will work out cheaper per kilogram than small orders.

  • EU: Calculated by destination and shipment weight
  • Rest of World: Calculated by destination and shipment weight
The exact shipping charge will be calculated and shown at checkout before payment.

Shipping

We can ship to most addresses worldwide. Please note that some products may be subject to shipping restrictions in certain countries or destinations.

When you place an order, your shipping cost is calculated according to your delivery destination and the total weight of your order. International shipping rates vary by country and are based on the carrier rates available for that destination.

For many international destinations, the shipping cost is made up of a base charge for the parcel plus an additional charge based on its weight. Heavier shipments may instead be charged using fixed weight bands. This means that two parcels of the same weight may have different shipping costs depending on the destination.

Some European destinations benefit from particularly favourable contracted carrier rates, while others are more expensive. Smaller parcels may also work out at a higher cost per kilogram because the base parcel charge makes up a larger proportion of the total shipping cost.

The exact shipping charge for your order will be calculated and displayed at checkout before payment. Delivery times vary depending on the destination, shipping service and any customs or local delivery procedures.

International Taxes, Customs & Import Charges

International orders are sold without UK VAT being added at checkout. The amount paid to us does not include any VAT/GST, customs duty, import tax, customs clearance fee or other charge that may be imposed by the destination country.

Any such charges are the responsibility of the recipient. Customers should check the import rules, taxes and regulations applicable in their own country before ordering. These charges are determined by local customs and tax authorities and are outside our control.

Import rules vary considerably between countries. Some countries provide exemptions or simplified arrangements for lower-value shipments, while others charge import VAT, GST or customs duties regardless of the value of the order. The applicable rules may also depend on the type of goods being imported.

Where taxes, duties or clearance charges are payable on arrival, these will normally be collected by the postal operator, courier or local customs authority before or upon delivery.

Returns Policy

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

 

How We Handle Your Information

Your trust is important to us. We only collect and use personal information where it is necessary to process your order, provide customer service and operate our business responsibly.

  • When you place an order, we collect the information needed to process your purchase and arrange delivery, such as your name, billing and delivery address, email address and telephone number where required.
  • We do not store your credit or debit card details. Payments are processed securely by our payment providers.
  • We may share the minimum information necessary with trusted service providers involved in fulfilling your order, such as payment processors, postal services, couriers and our ecommerce service providers.
  • We do not sell or rent your personal information to third parties.
  • Order and transaction records may be retained where necessary for customer service, accounting, tax, fraud prevention or other legal requirements.
  • We take reasonable measures to protect your personal information from unauthorised access, loss or misuse.
  • Where required by law, information may be disclosed to regulatory, tax, customs or law-enforcement authorities.

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