Delivery Information Christmas

Delivery

• What are your delivery options?
• How can I track my delivery?
• Where is my order?
• What happens if I'm out and miss my delivery?
• Will I have to sign for my delivery?
• Can I change my delivery address after I have placed my order?
• Can I add an item to my order or amend it after it has been placed?
• What do I do if my order arrives damaged?
• Items are missing from my order, what do I do?
• Special Postcodes - Exclusions for Express Delivery, Extended Standard Delivery times 

CHRISTMAS LAST ORDER DATES:

Order by: Thursday 19th December for Royal Mail Standard * Delivery (Tracked 48) 3-5 working days

Order by: Friday 20th December 2pm for DHL Express * Delivery (Tracked 24) 1-2 working days

What are your delivery options?

We know how important it is to receive your goods when you expect them, especially if you've ordered something for a specific occasion. 

All UK delivery options are fully tracked and a link to your tracking information will be in your despatch email. Full details can be found below, including information on postcodes which may face slightly longer delivery times or face exclusion from our Express Delivery service.

* the following postcodes are subject to longer delivery times, which may exceed the stated 2-3 working days for our "Standard" delivery service:

BT, GY, HS, IM, JE, KW, PA60-PA75, PA78, PH30, PH41-PH43, ZE2-ZE3

** the following postcodes are unable to be serviced with our "Express" delivery service:

GY, HS, IM, JE, KW15-KW17, PA49, PA60-PA75, PA78, PH30, PH41-PH44, ZE2-ZE3

We kindly ask for customers to wait the allocated time frame before querying where your order is. Our Customer Services team will only be able to answer queries and investigate any orders that have yet to be delivered after the delivery time frame.

Please be aware that we do not offer delivery to a BFPO, mail forwarding, storage or PO address for example Address Pal, Aramex House or Parcel Motel. Attempting to use such an address may cause your order to be rejected on our system and your bank to ring fence the value of the order for 10 days.

We aim to deliver parcels within the time frames specified on our site. However, there are times when delays may occur which are beyond our control such as adverse weather. We will always keep our customers updated should this happen.

All tracked orders will require a signature upon delivery.  

Back to top

How can I track my delivery?

Your tracking link will be included in your dispatch email. If you are unable to locate this, please contact our Customer Services team at customerservices@east.co.uk who will be more than happy to assist you.

Back to top

Where is my order?

Please see below table for a guide on delivery time frames. We kindly ask customers to allow the estimated delivery time frame to pass before contacting our Customer Services team about your order.

If your estimated delivery time frame has been and gone, let our Customer Services team know at customerservices@east.co.uk and they'll be happy to help you. Please include the following information in your query:

• Your order number
• Your email address used for your order
• Tell us about your query
• The delivery service you have selected (Standard or Premium)
• Courier tracking number

Back to top

What happens if I'm out and miss my delivery?

UK orders - If you’re not home when your order arrives, Royal Mail will leave a calling card with further details for collection and will store your parcel safely at your local collection depot. 

European and International Orders are dependant on the policies of your local postal service. Generally a card is left if you have missed a delivery and you will be able to rearrange delivery by using the information on the card.

Back to top

Will I have to sign for my delivery?

We request that all orders are signed for. We send parcels via a trackable service which will require a signature upon delivery.

Back to top

Can I change my delivery address after I have placed my order?

Unfortunately, once an order is placed we are unable to amend your delivery address. Please contact our Customer Service team at customerservices@east.co.uk for further help.

Back to top

Can I add an item to my order or amend it after it has been placed?

Once an order has been placed we are unable to amend the order in any way. If you wish to purchase another item, this would need to be processed in a separate order.

Back to top

Please include the following information in your query:

• Your order number
• Your email address used for your order
• Tell us about your query

Back to top

Items are missing from my order, what do I do?

Please contact our Customer Services team at customerservices@east.co.uk with the below information:

• Your order number
• The missing item's name and number

Our team will look to resolve the issue for you as quickly as possible.

Back to top