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The Definitive Collection of Exceptional British Craftsmanship

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Shipping policy

Delivery (UK Delivery & International Shipping* / International Delivery by Quotation)

1) Where we deliver

We deliver across the UK and internationally.

  • UK: eligible items may qualify for UK Delivery & International Shipping* where stated on the product page or at checkout.

  • Outside the UK: we offer the same delivery service levels, but delivery is chargeable and priced case-by-case based on destination, item size/value/fragility, and the service level selected.

2) International orders — VAT, duties, taxes & customs (Outside the UK)

For deliveries outside the UK:

  • We will remove UK VAT from your order where applicable.

  • You (the customer) are responsible for all import charges in your destination country, including:

    • import VAT / local sales taxes

    • customs duties

    • clearance / handling / brokerage fees

    • any documentation or inspection charges required by local authorities

Carriers or customs agents may require payment of these charges before delivery is completed.

If you refuse to pay import charges or fail to complete customs requirements and the shipment is returned or abandoned, you remain responsible for all shipping, return, storage and carrier/admin fees incurred. Any refund (if applicable) will be processed less these costs.

3) Delivery service levels

EB London uses specialist third-party carriers suitable for high-value and fragile goods. Where available, delivery options are shown at checkout or confirmed by our concierge team:

  • Standard / Threshold Delivery (often the “free” UK service where stated): delivery to the front door / ground floor entrance.

  • Two-Person Room-of-Choice Delivery: delivery to your nominated room, subject to safe access and practical constraints.

  • White-Glove Delivery (where available): scheduled delivery with careful handling, positioning, and removal of external packaging.
    Assembly/installation is not included unless explicitly stated.

Certain categories (large furniture, chandeliers, fragile art) are appointment delivery only and cannot be left unattended.

4) Lead times and delivery dates

We will use reasonable endeavours to fulfil your order by the date confirmed in our order confirmation email, or in line with the lead time shown on the product page (or confirmed by our team for made-to-order/bespoke items).

Delivery dates are estimates and may change due to maker schedules, specialist carrier availability, customs processes, or events outside our reasonable control. We will keep you informed and rebook delivery as required.

5) Courier dispatch for smaller items

Smaller items may be dispatched by post or courier network (typically under 30kg, subject to packaging/fragility). Tracking will be provided where available.

6) Changes to your order

Any change to your order (including specification, finish, delivery address, or delivery service level) may affect lead time and scheduling. If we accept a change, we will confirm a revised delivery estimate.

7) Your responsibilities: access, measurements, and readiness

You are responsible for ensuring:

  • accurate measurements (doorways, stairwells, lifts, tight turns, ceiling height for lighting)

  • safe and unobstructed access from the public highway to the delivery location

  • a clear route free from hazards and fragile obstacles

  • suitable protection for floors/carpets where appropriate

If the delivery team reasonably considers access unsafe or the item cannot be delivered without undue risk, delivery may be refused and treated as a failed delivery (see Section 8).

8) Missed deliveries, failed access, and cancellation after dispatch

If you are not available to accept delivery at the agreed time, or delivery cannot be completed due to access issues, we may charge:

  • carrier re-delivery fees, and/or

  • reasonable return-to-depot / storage fees where incurred

If you cancel an order after it has left the warehouse or maker, you remain responsible for any carrier return charges and handling fees already incurred. These charges apply even if cancellation occurs before delivery to the final destination.

9) Transit damage, defects, or incorrect items

Please inspect your order on receipt. If an item is damaged, defective, or incorrect, contact info@eblondon.comas soon as reasonably possible (ideally within 48 hours) with photographs so we can assess and resolve promptly.

Where damage occurs in transit, the remedy will be repair, replacement, or refund as appropriate.

If a carrier causes damage to your property during delivery, the claim is typically handled by the carrier under its insurance policy. EB London will assist in providing delivery documentation and supporting correspondence.

10) “UK Delivery & International Shipping*” exclusions

UK Delivery & International Shipping (where offered) is subject to eligibility and may exclude certain postcodes/regions and certain oversized/specialist items. Where exclusions or surcharges apply, this will be shown at checkout or confirmed by our team prior to dispatch.

11) Delivery timing and delays

We are not liable for delays caused by circumstances outside our reasonable control (including carrier disruption, adverse weather, customs delays, or supply chain constraints). Where delays occur, we will communicate updates and reschedule at the earliest practical date.

12) Delivery via third-party carriers / forwarding agents

If you arrange collection or onward shipping using your own carrier or forwarding agent, responsibility transfers once goods are handed over. EB London is not responsible for loss or damage after the goods leave our control.