The following delivery and returns policies apply to all orders placed through our online boutique.
*** Due to the current coronavirus pandemic, we are limiting dispatch of parcels to once per week (usually every Wednesday – please see the message at the top of the website for regular updates on our next postal date). We are also aware that the postal service may be taking longer to deliver parcels in certain areas due to additional strain on the system. This may cause your order to be delayed beyond the 1-2 day delivery time from dispatch. Please see the message at the top of our website for up to date information, or contact us if you have any questions ***
Online orders are available for delivery to UK mainland only.
Postage costs are a flat rate of £4.99 on all purchases.
To ensure that your purchase arrives in peak condition, we use Royal Mail First Class delivery service or an equivalent courier service for larger orders. This means that goods should arrive 1-2 working days after you receive a dispatch notification.
We currently offer a standard delivery of 3-5 working days from the date that payment has been cleared and the order confirmed. This includes processing time between order confirmation and dispatch. These time periods are a guide only and the exact delivery time frame can not be guaranteed. If you need items for a specific date, please discuss with a member of our team before placing your order.
All parcels will be dispatched from Monday-Thursday. No parcels are sent on a Friday to prevent them being held in the mail over the weekend. Orders placed from Thursday-Sunday will be dispatched the following Monday.
Delivery is out of our control once the order has been dispatched, and may be delayed during busy periods (e.g. Christmas) and adverse weather conditions which affect the courier.
Please ensure that all information is correct during checkout, as we will post to the delivery address exactly as provided on our website checkout page. It is your responsibility to ensure that this address is correct and that all details are accurate. We do not check or verify addresses, and accept no liability financially or otherwise for orders which are not received due to the provision of incorrect delivery details.
The price of delivery will be calculated and displayed at checkout and is not included in the price of goods displayed in the online shop.
Delivery outside of the UK mainland, within the EU or outside of the EU can be arranged on an individual basis. Please contact us directly for this service.
Our items will not fit through a letterbox as they are sent as parcels. Someone will need to be available to accept the parcel when it is delivered. It is your responsibility to ensure that an appropriate person is available to receive the order at the delivery address at the time of delivery. If no-one is available, it is your responsibility to re-arrange delivery with the courier where appropriate. If no-one is available to receive the order, the courier may attempt to leave the goods in a safe place or with a neighbour. This is at the discretion of the courier, and Eponine Patisserie Ltd can not be held liable for any loss or damages which occur after delivery has been made.
Should you fail to be present to receive your delivery, we reserve the right to charge you for the full amount for any goods which are returned to us by the courier, and for the cost of delivery.
If an item is out of stock it may be offered for back-order. You are still able to place an order for these items, but they will not be dispatched until they are back in stock.
Back-order status is shown in place of the stock level indication above “Add to basket” on the individual product page. It will also be indicated at the basket page and on your confirmation email.
Orders containing back-ordered items will be dispatched together once all items are in stock. If you need other items immediately, please order these separately.
We aim to restock items offered for back-order within 1-2 weeks. This may be longer during peak times. Please contact us before placing your order if you need items by a specific date.
Pre-orders and named occasion delivery
Items listed as pre-orders are not available for immediate dispatch. These items are usually seasonal specialities which will be made in batches closer to an event (e.g. Christmas or Easter), but can be ordered in advance for customer convenience.
Pre-order items will give an indication of dispatch date within the individual product listing. This is usually the date on which we expect to start shipping these items, and is an estimation only.
Orders placed using named occasion delivery options (e.g. ‘Christmas Delivery’ or ‘Valentine’s Delivery’) will be shipped to ensure that the items arrive by and are as fresh as possible for the occasion listed, usually in the 1-2 weeks leading up to the event. It does not mean that orders will be delivered on the date of the specific occasion.
All items in an order will be dispatched together once the full order is ready. If you are purchasing a pre-order item or items for a named date delivery, but require other in-stock items to be delivered sooner, please place a separate order for these using the ‘Standard’ shipping method.
Where multiple shipping conditions are present (e.g. a pre-order item for Standard Delivery), the latest shipping date will take precedence.
Due to the nature of our products, we are unable to accept returns on unwanted items.
You must notify us immediately of any dissatisfaction with your order and we will aim to put it right. We may require goods to be returned to us. Refunds and replacements are offered entirely at our discretion, and we reserve the right to issue them in whichever way we deem appropriate.