Last updated: 14/08/2026
1. About this Delivery Policy
This Delivery Policy explains how EG STORE processes and delivers orders placed through our website.
EG STORE is operated by EG STORE LTD.
For further information about your contractual rights, please see our Terms and Conditions.
2. Where we deliver
We currently deliver orders to:
United Kingdom including Northern Ireland
The following areas are currently excluded from delivery:
outside UK
Additional delivery restrictions may apply to certain products. Where a product cannot be delivered to your selected address, this will be indicated before you complete your order.
3. Delivery charges
Our delivery charges are based on the total value and/or weight of your order.
Free delivery
Orders of £40.00 or more qualify for free standard delivery.
The £40 free-delivery threshold is calculated on the value of qualifying Goods after promotional discounts and voucher codes have been applied and before any delivery charges.
If a promotional discount or voucher reduces the qualifying order value below £40.00, the applicable weight-based delivery charge will be added at checkout.
Orders below £40
For orders below £40, delivery is calculated according to the total packed weight of the order.
We currently use five weight-based delivery categories:
| Weight category | Order weight | Delivery charge |
| Category 1 | up to 1000g | £3.80 inc. vat |
| Category 2 | 1001g – 2000g | £4.80 inc. vat |
| Category 3 | 2001g – 5000g | £5.50 inc. vat |
| Category 4 | 5001g – 15000g | £7.00 inc vat |
| Category 5 | over 15000g | £10.00 inc. vat |
The applicable delivery charge will be displayed at checkout before you submit your order.
Important: Delivery weight is calculated using the packed weight of the order, where applicable, rather than simply the individual product weights.
4. Delivery times
Our delivery service
EG STORE may use different delivery carriers and services depending on the size, weight, destination and other characteristics of your order. Delivery may be provided by Royal Mail, Evri, UPS or another suitable delivery provider.
We aim to dispatch orders placed before 11:00 on a working day on the same working day, subject to stock availability, successful payment and any necessary order checks.
Orders placed after 11:00, at weekends or on UK public holidays will normally be processed on the next working day.
Estimated delivery time: 1–3 working days from dispatch.
Delivery times are estimates and are not guaranteed unless we have specifically agreed a guaranteed delivery date or service with you.
Where tracking is available, we will provide tracking information after your order has been dispatched.
5. Order processing
Once your order has been successfully placed and payment has been authorised, we will process it for dispatch.
You will normally receive an order confirmation by email.
Once your order has been dispatched, we will normally send a dispatch notification containing tracking information where tracking is available.
6. Tracking
Where the selected delivery service provides tracking, tracking information will be provided to you by:
EG STORE
You can use the tracking information to monitor the progress of your delivery.
Please allow 2 hours after dispatch for tracking information to become active.
7. Delivery address
You are responsible for ensuring that the delivery address supplied when placing your order is complete and accurate.
If you provide an incorrect or incomplete address, please contact us as soon as possible.
If the order has not yet been dispatched, we will try to update the address where reasonably possible.
Once an order has been dispatched, we may be unable to change the delivery address.
8. Missed deliveries
If you are not available when delivery is attempted, the carrier may:
- leave the parcel in an appropriate location where permitted;
- leave the parcel with a neighbour where permitted;
- take the parcel to a collection point; or
- make another delivery attempt.
The specific procedure will depend on the delivery carrier and service selected.
If you have provided specific delivery instructions, we will pass them to the carrier where reasonably possible, but we cannot guarantee that the carrier will follow them.
9. Safe place and nominated locations
Where you have specifically authorised a carrier to leave your parcel in a particular safe place or with a nominated person, responsibility for the parcel may be affected once it has been delivered in accordance with those instructions.
Where the carrier confirms that the parcel has been delivered in accordance with your specific instructions, EG STORE may treat the delivery as completed, subject to your statutory rights.
If you have not provided such instructions, EG STORE will remain responsible for the delivery of your order in accordance with applicable law.
10. Delayed deliveries
If your order has not arrived within the expected delivery period, please contact us at:
cs@egstore.co.uk
Please provide your order number so that we can investigate the delivery.
We will contact the delivery carrier where necessary and take appropriate steps to resolve the problem.
EG STORE remains responsible for ensuring that goods are delivered to you in accordance with applicable consumer law.
11. Lost deliveries
If a parcel appears to have been lost in transit, please contact us.
We may need to allow the carrier an appropriate period to investigate the delivery before determining the appropriate resolution.
Where an order has not been delivered to you, we will deal with the matter in accordance with your statutory rights.
12. Damaged deliveries
If your parcel arrives damaged, please contact us as soon as reasonably possible at:
cs@egstore.co.uk
Where possible, please provide photographs of:
- the outer packaging;
- the shipping label; and
- the damaged Goods.
This information can help us investigate the problem with the carrier.
You are not required to give up your statutory rights because you did not report damage immediately.
13. Incorrect or missing items
If you receive an incorrect item or an item is missing from your order, please contact us as soon as possible.
Please provide:
- your order number;
- the item(s) concerned; and
- details of the problem.
We will investigate and arrange an appropriate remedy where necessary.
14. Delivery of multiple items
Where an order contains several products, we may dispatch the order:
in multiple parcels
If an order is split into multiple deliveries, you will not normally be charged additional delivery costs unless this was clearly stated and agreed at checkout.
15. International delivery
We currently:
do not offer international delivery
If international delivery is introduced, additional delivery charges, customs duties, import taxes or other charges may apply depending on the destination.
16. Contact us
If you have a question about delivery, please contact:
EG STORE
Email: cs@egstore.co.uk
Postal address: Unit 9, The High Cross Centre, Fountayne Road, London, N15 4BE