SHIPPING AND DELIVERY POLICY

This policy applies to orders placed directly through our website.

Dispatch times

We aim to dispatch standard-delivery orders within two working days.

Working days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or UK bank holidays will begin processing on the next working day.

Dispatch time is separate from delivery time. Delivery estimates begin after your order has been dispatched or handed to the delivery carrier.

Larger orders, personalised products, special orders or products requiring additional preparation may take longer to dispatch. Where possible, any longer processing time will be shown on the product page or communicated to you.

Upgraded UK delivery

The following upgraded delivery services may be available at checkout:

• Royal Mail 1st Class
• Royal Mail Tracked 24

Available services depend on the size, weight and destination of your order.

Orders placed and paid for before 12 noon UK time on a working day using Royal Mail 1st Class or Royal Mail Tracked 24 will usually be dispatched on the same working day.

Orders placed after 12 noon, during weekends or on UK bank holidays will usually be dispatched on the next working day.

Same-day dispatch is not guaranteed. It may not be possible during busy periods, seasonal peaks, adverse weather, staff shortages or where an order requires additional preparation.

Royal Mail 1st Class and Royal Mail Tracked 24 both have a next-working-day delivery aim after dispatch. However, these are not guaranteed next-day delivery services, and delivery may take longer.

Selecting an upgraded delivery service prioritises the processing and delivery method used for your order. It does not guarantee delivery on a particular date.

Where an order is required for a birthday, wedding, event or another particular date, please allow sufficient time for both dispatch and delivery.

Royal Mail 2nd Class letter delivery changes

Changes to the Royal Mail Universal Service took effect from 28 July 2025. Royal Mail is introducing its new 2nd Class letter delivery model gradually across the United Kingdom during 2026.

Because the rollout is taking place delivery office by delivery office, the date on which the new delivery arrangements apply may vary depending on the recipient’s location.

Under Royal Mail’s new delivery model:

• 2nd Class and other non-1st Class letters are delivered every other weekday from Monday to Friday;
• 2nd Class letters are not delivered on Saturdays under the new model;
• Royal Mail continues to aim to deliver 2nd Class mail within three weekdays;
• the alternate-weekday change applies to letters and does not apply to parcels.

Some of our smaller orders are sent using a Royal Mail 2nd Class letter or Large Letter service. These orders may therefore take longer to arrive than customers were previously accustomed to.

Royal Mail’s delivery aim is an estimate and does not guarantee that a 2nd Class letter will arrive on a particular day.

Customers who need their order sooner should select Royal Mail 1st Class or Royal Mail Tracked 24 at checkout where available.

Further information about Royal Mail’s changes can be found here:

https://www.royalmail.com/receiving/the-future-of-letter-deliveries

Evri Standard ParcelShop-to-Door delivery

We also offer Evri Standard ParcelShop-to-Door delivery for eligible UK orders.

We take the parcel to an Evri ParcelShop, and Evri delivers it to the delivery address entered with the order.

Evri states that its Standard service aims to deliver parcels within two to three working days from ParcelShop drop-off.

However, customers selecting Evri should allow at least one additional working day beyond the delivery estimate shown at checkout.

You should therefore normally allow approximately three to four working days after the parcel has been dropped at the Evri ParcelShop.

This delivery estimate is separate from our dispatch time of up to two working days.

Evri Standard is not an upgraded or next-day delivery service. The same-day dispatch target offered for Royal Mail 1st Class and Royal Mail Tracked 24 orders does not apply to Evri Standard orders.

Evri delivery dates, tracking estimates and delivery windows are always estimates and are not guaranteed.

Delivery may take longer during busy periods, seasonal peaks, adverse weather, local service disruption or other circumstances affecting the Evri delivery network.

Where tracking is available, you can follow the parcel using the Evri tracking information provided after dispatch.

Further information about Evri Standard delivery can be found here:

https://www.evri.com/our-services/our-prices

Delivery estimates

Available delivery services, charges and estimated delivery times are displayed at checkout.

All dispatch dates, delivery dates, tracking estimates and delivery windows are estimates unless we expressly confirm in writing that a guaranteed delivery service has been purchased.

Carrier tracking may provide an estimated delivery date or time window. This information is supplied by the carrier and may change while the parcel is in transit.

Delivery times may be affected by:

• postal or carrier disruption;
• seasonal demand;
• adverse weather;
• road or transport disruption;
• local delivery-office delays;
• industrial action;
• incorrect or incomplete delivery details;
• customs processing;
• circumstances affecting the destination area.

Unless a different delivery period has been agreed, orders will be delivered without undue delay and within 30 days of the order being placed.

Nothing in this policy affects your statutory consumer rights.

Delivery address

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check the following information carefully:

• recipient’s full name;
• house number or building name;
• street address;
• town or city;
• postcode;
• country;
• email address;
• telephone number where requested.

Please also check any address automatically supplied by PayPal, Shop Pay, Apple Pay, Google Pay or another payment provider.

If you notice an error after placing your order, contact us immediately at:

info@itsalleco.com

We will try to amend the address where possible, but we cannot guarantee that an address can be changed once an order has entered processing.

Once an order has been dispatched, we will normally be unable to change the delivery address or redirect the parcel.

Tracking information

Where tracking or delivery confirmation is available, the relevant information will be sent to the email address or telephone number provided with the order.

Please monitor your tracking and follow any instructions provided by the delivery carrier.

Tracking information may include:

• confirmation that the parcel has been accepted;
• movement through the carrier’s network;
• delivery delays;
• delivery attempts;
• collection instructions;
• requests to rearrange delivery;
• delivery to a collection point;
• delivery photographs;
• final delivery confirmation.

Royal Mail 1st Class and Royal Mail 2nd Class do not provide the same level of end-to-end tracking as Royal Mail Tracked 24 or Evri Standard.

Delayed deliveries

Where a parcel appears to be delayed, please check the carrier tracking information first where tracking is available.

You may then contact us at:

info@itsalleco.com

Please include your name and order number.

We will investigate the delivery with the carrier where appropriate.

Carrier investigations may take time to complete. However, this does not affect your statutory consumer rights.

Missing parcels

If you believe that your order has been lost, please contact us at:

info@itsalleco.com

Please provide:

• your full name;
• your order number;
• the delivery address;
• any available tracking information.

We may ask you to check whether the parcel has been:

• accepted by another member of your household;
• delivered to a neighbour;
• left in a safe place;
• delivered to a local collection point;
• held at a delivery office or depot.

Goods remain our responsibility until they are delivered to you or to another person nominated by you to receive them, except where you independently arrange a carrier that we did not offer as a delivery option.

Where a parcel is confirmed as lost, we will provide the replacement, refund or other remedy required by applicable consumer law.

Damaged parcels

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, contact us promptly at:

info@itsalleco.com

Please provide:

• your order number;
• a description of the damage;
• photographs of the damaged item;
• photographs of the external packaging;
• a photograph of the delivery label where possible.

Please keep the damaged item and all packaging until we confirm that they are no longer required. The delivery carrier may require the packaging as part of its investigation.

A request for photographs or packaging does not affect your statutory consumer rights.

Failed delivery attempts

Depending on the carrier and service used, the carrier may:

• attempt delivery again;
• ask you to rearrange delivery;
• leave the parcel with a neighbour where permitted;
• leave the parcel in a nominated safe place;
• deliver the parcel to a collection point;
• hold the parcel at a delivery office or depot;
• return the parcel to us if delivery cannot be completed.

It is the customer’s responsibility to monitor available tracking information and collect or rearrange delivery within the period specified by the carrier.

Parcels returned to us

A parcel may be returned to us because:

• the address provided was incorrect or incomplete;
• the recipient was unavailable;
• access to the address was not possible;
• delivery was refused;
• the parcel was not collected;
• the carrier was unable to complete delivery;
• customs or import charges were not paid;
• requested customs or carrier information was not provided;
• the parcel was not claimed within the carrier’s collection period.

We will contact you after the parcel has been returned to us and identified.

Where the return was caused by an incorrect or incomplete address, refusal of delivery, failure to collect or another matter within the customer’s control, you may choose to:

1. have the order sent again after paying the new delivery charge and any reasonable carrier return charge that applies; or
2. request a refund, which will be handled in accordance with our Returns, Cancellations and Refunds Policy and applicable consumer law.

Where legally permitted, we may recover reasonable and evidenced additional costs that we have directly incurred because of the failed delivery or return.

We do not apply an automatic restocking fee to consumer orders.

Where a parcel is returned because of an error by us or the delivery carrier, you will not be charged for redelivery.

Incorrect or incomplete addresses

If an order is returned because the customer provided an incorrect or incomplete delivery address, we will not automatically resend the order free of charge.

Before resending the order, we may require:

• confirmation of the complete delivery address;
• payment of a new delivery charge;
• payment of any reasonable carrier return charge that we have incurred.

This does not affect any rights you may have under applicable consumer law.

Refused or uncollected deliveries

Refusing or failing to collect a parcel does not automatically provide us with all the information required to process a cancellation.

To avoid delay, please contact us clearly confirming whether you wish to cancel the order or have it sent again.

A refused or uncollected parcel may take several days or weeks to be returned to us.

Any refund will normally be processed after the returned parcel has been received and identified, subject to your statutory rights and our Returns, Cancellations and Refunds Policy.

Original delivery charges and returned orders

Refunds of original delivery charges are handled in accordance with our Returns, Cancellations and Refunds Policy and applicable consumer law.

Where an entire eligible order is cancelled within the statutory cancellation period, we will refund the cost of our least expensive standard delivery option.

Where you selected Royal Mail 1st Class, Royal Mail Tracked 24 or another upgraded service, the additional amount paid above the cost of our least expensive standard delivery option is not normally refundable.

The customer is responsible for the direct cost of returning an unwanted item where they were informed of that responsibility before purchasing.

International deliveries

International orders may be subject to:

• customs inspections;
• import VAT;
• customs duties;
• administration or handling charges;
• requests for additional information from customs or the delivery carrier.

Where taxes or duties are collected by us at checkout, this will be shown as part of your order.

Charges not collected by us at checkout may be payable by the recipient, subject to the laws and procedures of the destination country.

Customs clearance and international delivery times are estimates and cannot be guaranteed.

We are not responsible for delays caused by the customer failing to provide information requested by customs or the delivery carrier.

If an international parcel is returned because import charges were not paid, delivery was refused, requested information was not provided or the parcel was not collected, the provisions under Parcels returned to us will apply.

Where legally permitted, reasonable and evidenced carrier return charges or additional costs caused by the failed international delivery may be deducted from any refund.

Third-party marketplace orders

This policy applies to orders placed directly through our website.

Orders placed through Amazon, eBay, Etsy or another third-party marketplace may also be subject to that marketplace’s delivery, refund and buyer-protection rules.

Nothing in this policy limits any mandatory statutory consumer rights.

Contact details

For questions about dispatch, tracking or delivery, contact:

ITS ALL ECO
Unit 8
Woodland Enterprise Centre
Hastings Road
Flimwell
East Sussex
TN5 7PR
United Kingdom

Email: info@itsalleco.com