Shipping policy

Shipping Policy

Last Updated: February 11, 2025

Shipping Policy

If you run into an issue upon delivery (you never received your item, item arrived damaged/defective, or the wrong product was delivered), Please allow us to make it right by letting us know - Submit your Shipping Claim Here

  • Please keep in mind that claims need to be submitted within 2 weeks of receiving your item
  • If your item says “delivered” and has not arrived, please wait 3 business days before filing a claim as we have seen packages show up within this timeframe.
  • Lost in transit packages are considered when there has not been tracking updates for more than 7 business days

Once submitted, we will review your claim and get back to you within 1 business day

What We Deem As Lost 

  • Carrier status states "delivered’", but you have not received it.  
  • Depending on where you live, we ask that you allow up to 7 business days but no longer than 15 days for your parcel to be delivered.  
  • Sometimes the carrier prematurely marks it as delivered and tries a redelivery, and it then turns up in a secure location at your property or perhaps may be misdelivered. 
  • If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date. 
  • We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away. 

What We Do Not Cover 

  • Missing parcels or redelivery fees due to invalid / incorrect address information provided by you 
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays). 
  • International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund. 
  • Items that are returned to us for a refund or exchange that are in an unsellable condition 
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions 

Shipping Methods

We offer a variety of shipping methods to ensure that you receive your order as quickly and cost-effectively as possible. The available shipping methods, along with estimated delivery times and associated costs, will be displayed during the checkout process. We do not always adhere to the exact shipment requested during checkout for a variety of reasons. For example we may choose another shipping method that is similar but provides better delivery. The delivery times you select (i.e Standard, Express) are estimates. The date provided includes the processing / lead time.

Processing / Lead Time

Typically all shipments will be sent on the next business day. Our team works diligently to ensure your order is carefully packed and prepared for shipping. However, we may have exceptions to this during especially busy seasons of the year. We do our best to inform you of any shipment delays that are within our control. 

All shipment dates are projections and can change for a variety of reasons. If your item is going to be delayed we will make every effort to inform you as soon as possible.

We do allow customers to place orders for items that are currently out of stock. A restock date will be displayed on the product page. These restock dates are estimates.

Shipping Rates

Shipping costs are calculated based on the weight, size, and destination of your order. To estimate shipping costs, please add the desired items to your cart and proceed to the checkout page, where you will find the shipping cost breakdown.

International Shipping

We may offer international shipping to select countries. Estimated delivery times for international shipments vary depending on the destination and the chosen shipping method. Additional customs fees, import duties, taxes, and other charges may apply, depending on the recipient's country of residence. Please note that we are not responsible for any customs-related delays or charges.

If you wish to place an order from outside the UK, please contact us to ensure we are able to provide an accurate shipping estimate and avoid additional charges.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track the progress of your shipment by clicking on the provided tracking link.

Address Accuracy

Please ensure that your shipping address is accurate and complete. We will not be held responsible for shipments that are delayed or returned due to incorrect or incomplete addresses provided by the customer.

Shipping Delays

While we make every effort to meet estimated delivery times, we cannot guarantee delivery dates. Unforeseen circumstances, weather events, holidays, and other factors beyond our control may cause shipping delays.

Returns Due to Shipping Issues

If your order is returned to us due to shipping issues (e.g., incorrect address, undeliverable, refused, unclaimed), we will contact you to arrange for reshipment. Additional shipping charges may apply.

Contact Us

If you have any questions or concerns about our shipping policy or your specific order, please contact our customer support team at support@echowater.co.uk or call +44 20 8697 9005) from 9AM to 5PM UK Time.