Shipping policy

For orders within the UK* we use Royal Mail and give the option of first or second class post. To request a different shipping method, please email us ahead of purchase as an additional fee may be required: info@equinoxtelier.com 

*Unfortunately we are unable to ship outside of Scotland, Wales and England.

Lost or Missing Parcels

Occasionally the Royal Mail takes longer than its standard 1-2 days to ship a first class parcel. In these instances they insist that a 14 day window elapse before they can open a query. We will always be able to see whether a delivery attempt was made, whether a delivery was left, or whether a delivery is still pending. If you have still not received your parcel after 14 days from shipment, please contact us and we will assist you where possible. In instances where a delivery attempt has been made, or a delivery is indicated as received, we will unfortunately not be able to issue a refund and would advise you to go to Royal Mail directly to resolve your issue. In the unfortunate case where goods are truly lost or damaged during shipment, we will be very happy to send a replacement item or issue a full refund to make things right. 

Delivery Timeframe

We aim to ship parcels out within 24 hours from time of purchase excluding weekends, bank holidays or other disruptions to the regular mail service. For the latest service updates and industrial action dates please visit the Royal Mail website for more information.

There may be a rare occasion that due to personal, health, or family reasons we may not be able to ship your parcel within the preferred window. If so, or for any other reason we are unable to fulfil your delivery within 3 days, we will endeavour to promptly notify you with an anticipated delivery window which shall normally be no more than 7 days from date of purchase. In the case of delayed delivery, you may request to cancel your order for a full refund.