SHIPPING POLICY

Last updated: 26 July 2026

This Shipping Policy explains how orders placed through essilro.com are processed and delivered.

For shipping enquiries, contact support@essilro.com.

DELIVERY LOCATIONS

UNITED KINGDOM

ESSILRO initially intends to deliver throughout the United Kingdom, subject to product availability, courier coverage and any delivery restrictions displayed at checkout.

Some remote locations, including certain islands and offshore areas, may have longer delivery times or additional delivery charges.

INTERNATIONAL DELIVERY

International shipping may not be available to every country when the store first launches. If delivery is available to your destination, your country will normally appear as an available option at checkout.

The countries and territories to which we deliver may change at any time because of courier availability, customs requirements, product restrictions or local laws.

An order is not guaranteed to be eligible for international delivery merely because our website can be accessed from that country.

DELIVERY CHARGES

Available delivery methods and charges will be displayed at checkout before you complete your purchase.

Delivery charges may vary depending on:

• The delivery destination
• The delivery method selected
• The size, weight or nature of the order
• Courier or fulfilment-partner charges
• Whether products need to be sent in separate parcels

Any applicable delivery charge will be included in the total shown before payment.

ORDER PROCESSING

Orders are subject to payment authorisation, product availability and any necessary security or fraud-prevention checks.

Orders placed during weekends or UK public holidays may begin processing on the next working day.

You will normally receive an order-confirmation email after placing an order. This confirms that we have received your order but does not necessarily mean it has been accepted or dispatched.

If an item becomes unavailable after you place an order, we will contact you and either offer a suitable alternative, with your agreement, or refund the amount paid for the unavailable item.

DELIVERY ESTIMATES

The available delivery estimate will be shown at checkout, on the relevant product page or in your order confirmation where applicable.

Delivery times are estimates unless we have expressly agreed a guaranteed delivery date with you.

Unless a different delivery period has been agreed, we will deliver your order without undue delay and no later than 30 days after the contract is formed.

Please contact support@essilro.com before ordering if delivery is required for a particular date or event. We cannot guarantee arrival by that date unless we expressly confirm this in writing.

SEPARATE PARCELS

Orders containing multiple products may be fulfilled from different locations or by different approved suppliers.

This means that items from the same order may:

• Arrive in separate parcels
• Be dispatched on different dates
• Be delivered by different couriers

You will not be charged additional delivery fees solely because we choose to divide an order into separate parcels after purchase.

DISPATCH AND TRACKING

Where tracking is available, we will send tracking information by email after the relevant parcel has been dispatched.

Tracking information may take some time to become active after the courier receives the parcel.

Not every delivery service or destination provides full end-to-end tracking.

DISCREET PACKAGING

We understand the importance of privacy and aim to dispatch orders in plain, discreet external packaging that does not unnecessarily identify the nature of the contents.

Courier labels, customs declarations and other legally or operationally required documentation may still display information such as the sender’s or fulfilment partner’s details, product descriptions, values, commodity information or country of origin.

For international orders, customs authorities may open and inspect parcels. This is outside our control.

DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address, including any necessary flat number, building name, postcode and contact information.

Please contact support@essilro.com immediately if you discover an error.

We will try to help, but we cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

If an order is returned because the address supplied was incomplete or incorrect, or because delivery was refused or not collected, we may ask you to pay the reasonable cost of redelivery. Any refund will be handled in accordance with your statutory rights and our Return and Refund Policy.

DELIVERY DELAYS

Delivery may occasionally be delayed by circumstances outside our reasonable control, including:

• Severe weather
• Transport or courier disruption
• Industrial action
• Customs checks
• Border delays
• Public holidays
• Supplier or fulfilment disruption
• Incorrect or incomplete delivery information
• Events affecting postal, transport or communication networks

If a material delay occurs, we will take reasonable steps to keep you informed and minimise its effect.

Where you have a legal right to cancel because of a delivery delay, this policy does not restrict that right.

LOST OR UNDELIVERED ORDERS

If an order has not arrived within the stated delivery estimate, please check the tracking information and contact support@essilro.com.

Include your name, order number and delivery address so that we can investigate with the courier or fulfilment partner.

Please do not assume that a parcel is lost solely because tracking has not recently updated, as tracking events can sometimes be delayed.

If an order is confirmed as lost before delivery, we will provide an appropriate replacement or refund in accordance with your statutory rights.

DAMAGED PARCELS OR INCORRECT ITEMS

Please inspect your order when it arrives.

If the parcel or product is damaged, defective or incorrect, contact support@essilro.com as soon as possible and include:

• Your order number
• A description of the problem
• Clear photographs of the parcel, delivery label and affected product where appropriate

We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.

INTERNATIONAL CUSTOMS, TAXES AND DUTIES

International orders may be subject to customs declarations, import VAT, customs duties, handling charges or other fees imposed by the destination country.

Where these charges are included in the price or collected at checkout, this will be stated during the purchase process.

Unless expressly stated otherwise at checkout, international customers may be responsible for paying any import taxes, customs duties or local handling charges required by their country.

These charges are determined by local authorities and are not controlled by ESSILRO.

Customs clearance may delay delivery. We cannot provide false product descriptions, declare an incorrect value or mark a commercial purchase as a gift.

If an international parcel is refused, abandoned or returned because applicable import charges were not paid, any refund will be assessed after the parcel is returned to us. Reasonable costs that we have incurred may be deducted where legally permitted.

INTERNATIONAL PRODUCT RESTRICTIONS

Certain intimate-wellness products may be restricted or prohibited in particular countries or territories.

We may cancel an order where:

• The destination prohibits or restricts the product
• A courier will not carry the product
• Customs requirements cannot reasonably be satisfied
• Delivery would breach applicable law or regulation

If we cancel an order before dispatch for one of these reasons, we will refund the amount paid for the cancelled item and any applicable delivery charge.

Customers should check any local restrictions that may apply before ordering. This does not remove our responsibility to comply with laws that apply to ESSILRO.

RISK AND RESPONSIBILITY

Products remain our responsibility until they are delivered to you or to a person you have identified to receive them, except where the law provides otherwise.

Nothing in this Shipping Policy limits your statutory consumer rights.

RETURNS

Delivery and shipping questions relating to cancellations, returns, damaged products and refunds are also governed by our Return and Refund Policy.

Before returning an item, contact support@essilro.com for instructions and the correct return address.

CONTACT US

For questions about delivery or an existing order, contact:

Email: support@essilro.com

Please include your order number wherever possible.