Shipping & Delivery Policy

Last updated: 14 September 2026

1. Introduction

This Shipping & Delivery Policy explains how ECOMRACE LIMITED (“ECOMRACE”, “we”, “us” or “our”) processes, dispatches and delivers orders placed through our online store.

Please read this policy before placing an order. It should be read together with our Terms and Conditions, Return and Refund Policy and Privacy Policy.

2. Company Information

ECOMRACE LIMITED
Company Number: 14389993
Registered Office: 60 Tottenham Court Road, Suite 5070a, London, W1T 2EW, United Kingdom
Telephone: +44 127 429 8435
Business and Support Email: Wecare@ecomrace.org

3. Delivery Locations

We deliver to the locations made available during checkout.

Available delivery locations may vary depending on:

• The product ordered;
• Product availability;
• Courier coverage;
• Delivery restrictions;
• Customs requirements;
• The destination country; and
• Applicable laws and regulations.

If a delivery location cannot be selected during checkout, we may not currently deliver to that location.

We reserve the right to restrict delivery to certain countries, regions, postcodes or addresses where delivery is unavailable, unsafe, commercially impractical or legally restricted.

4. Order Processing

Orders are subject to payment authorisation, stock availability and security checks.

After you place an order, we may send an acknowledgement confirming that we have received it. This acknowledgement does not necessarily constitute acceptance of the order.

Once accepted, your order will enter processing. Processing may include:

• Payment verification;
• Fraud-prevention checks;
• Stock confirmation;
• Product preparation;
• Packaging;
• Address verification; and
• Handover to the delivery provider.

Orders placed on weekends, public holidays or outside normal business hours may begin processing on the next working day.

A working day generally means Monday to Friday, excluding public and bank holidays in England.

5. Processing Times

Estimated processing or dispatch times may be displayed on the relevant product page, during checkout or in the order confirmation.

Processing times are separate from delivery times.

Certain orders may require additional processing time, including:

• Personalised or made-to-order products;
• Pre-order products;
• High-value orders requiring verification;
• Orders containing multiple products;
• Products supplied from different locations;
• Orders placed during sales or seasonal periods; and
• Orders affected by stock or supplier delays.

We will take reasonable steps to notify you if a material processing delay affects your order.

6. Delivery Methods and Charges

Available delivery methods and their charges will be displayed during checkout before you submit your order.

Delivery charges may be calculated according to:

• Delivery location;
• Parcel weight and dimensions;
• Product type;
• Order value;
• Selected delivery speed;
• Courier service;
• The number of parcels required; and
• Applicable taxes or surcharges.

You are responsible for reviewing and accepting the delivery method and charge before completing your purchase.

Any promotional free-delivery offer will be subject to the conditions stated with that promotion.

7. Estimated Delivery Times

Estimated delivery times will be displayed during checkout or provided in your order or dispatch confirmation where available.

Delivery estimates begin after the order has been processed and dispatched. They do not necessarily begin on the date the order is placed.

Unless we expressly agree to a guaranteed delivery date, delivery dates and timeframes are estimates rather than guarantees.

In accordance with applicable UK consumer law, we will deliver products without undue delay and within 30 days after the contract is formed unless:

• We agree to another delivery period with you;
• A different timeframe is displayed before you place the order; or
• The nature of the product reasonably requires a different timeframe.

8. Dispatch Confirmation and Tracking

When your order is dispatched, we may send a dispatch confirmation containing:

• The products dispatched;
• The delivery address;
• The courier or delivery provider;
• A tracking number or link, where available; and
• An estimated delivery timeframe.

Tracking information may take time to become active after dispatch.

Tracking updates are provided by the relevant courier and may occasionally be delayed or inaccurate. A lack of immediate tracking activity does not necessarily mean that the parcel has not been dispatched.

9. Multiple Parcels

Products within the same order may be dispatched separately where:

• Products are stored at different locations;
• Different delivery services are required;
• Part of the order is delayed;
• A product has different packaging requirements; or
• Separate dispatch is operationally necessary.

You will not be charged additional delivery fees solely because we choose to divide an accepted order into multiple parcels, unless this was clearly disclosed and agreed before purchase.

Each parcel may have a separate tracking number and delivery date.

10. Delivery Address

You must provide a complete, accurate and deliverable address when placing an order.

This includes, where applicable:

• Recipient’s full name;
• House or building number;
• Street name;
• Flat, unit or suite number;
• Town or city;
• County, state or region;
• Postcode or ZIP code;
• Country; and
• A valid telephone number.

Please review your delivery details carefully before submitting the order.

11. Address Changes

If you need to change the delivery address, contact us immediately at Wecare@ecomrace.org.

We cannot guarantee that an address can be changed after an order has been confirmed, processed or dispatched.

For security reasons, we may require identity or payment verification before approving an address change.

If the order has already been handed to the courier, you may need to contact the courier directly. Some couriers do not permit address changes after dispatch.

We are not responsible for delivery failure caused by an incorrect or incomplete address provided by you, although we will provide reasonable assistance where possible.

12. Delivery Attempts

The courier may:

• Deliver the parcel directly to the recipient;
• Request a signature;
• Leave the parcel with an authorised person;
• Deliver it to a collection point;
• Leave it in a safe place where authorised;
• Attempt redelivery; or
• Return the parcel to us after unsuccessful attempts.

The available options depend on the courier, destination and delivery service selected.

If you authorise delivery to a safe place, neighbour, reception desk, concierge or other nominated location, the order may be treated as delivered when it is delivered in accordance with those instructions.

13. Missed and Failed Deliveries

If nobody is available to receive the parcel, the courier may leave instructions for redelivery or collection.

You are responsible for following the courier’s instructions within the stated period.

A parcel may be returned to us where:

• Delivery has been attempted unsuccessfully;
• The recipient refuses delivery;
• The address is incorrect or incomplete;
• The parcel is not collected;
• Customs charges are not paid;
• The courier cannot gain access; or
• Delivery is prohibited or restricted.

If a parcel is returned due to circumstances within your control, we may deduct reasonable costs actually incurred from any refund where permitted by law or ask you to pay a reasonable additional delivery charge before redispatch.

This does not affect your rights where the delivery failure was caused by us or our appointed delivery provider.

14. Delivery to Businesses and Shared Buildings

For deliveries to offices, apartment buildings, hotels, reception areas, student accommodation or other shared premises, delivery may be completed by handing the parcel to:

• Reception staff;
• A concierge;
• Building management;
• A mailroom;
• An authorised employee; or
• Another person reasonably appearing to be authorised to accept delivery.

You are responsible for ensuring that the premises permit deliveries and that the parcel can be safely received.

15. Risk of Loss or Damage

Where we appoint or offer the courier, products remain at our risk until they are physically delivered to:

• You;
• A person identified by you to receive them; or
• A location specifically authorised by you.

If you independently arrange a carrier that was not offered by us, risk may pass to you when the products are handed to that carrier, as permitted by law.

Nothing in this policy limits your statutory rights concerning products lost or damaged in transit.

16. Delayed Deliveries

Delivery may be delayed by circumstances including:

• Severe weather;
• Transport disruption;
• Courier network congestion;
• Customs inspections;
• Import procedures;
• Industrial action;
• Public holidays;
• Natural disasters;
• Public emergencies;
• Cyber or technical incidents;
• Supplier or fulfilment delays;
• Incorrect address information; or
• Events outside our reasonable control.

We will take reasonable steps to minimise disruption and provide relevant information where available.

17. Your Rights if Delivery Is Late

If we do not deliver within the agreed period or, where no period was agreed, within the legally applicable timeframe, you may ask us to complete delivery within an additional reasonable period.

You may be entitled to cancel the order if:

• We fail to deliver within that additional period;
• We refuse to deliver;
• Delivery by the agreed date was essential and you told us this before the contract was formed; or
• The circumstances clearly showed that delivery by the agreed date was essential.

Where cancellation is legally permitted, we will refund the amount due for the cancelled products and applicable delivery charges.

Nothing in this section reduces your rights under applicable consumer law.

18. Lost Parcels

If your tracking information does not update or your parcel has not arrived within the expected period, contact us at Wecare@ecomrace.org.

Please provide:

• Your full name;
• Order number;
• Delivery address;
• Tracking number, if available; and
• Details of the issue.

We may ask the courier to investigate. Courier investigations can take time, particularly for international shipments.

If the parcel is confirmed lost while it remained at our risk, we will provide an appropriate remedy, such as replacement or refund, subject to stock availability and your legal rights.

19. Parcels Marked as Delivered but Not Received

If tracking shows that a parcel has been delivered but you cannot locate it, please:

• Check the delivery address;
• Look around the delivery location;
• Check any authorised safe place;
• Ask household members, neighbours, reception staff or building management; and
• Review any delivery photograph or courier notice.

If the parcel is still missing, contact us promptly.

We may ask the courier to investigate and may request relevant information from you. We will assess the outcome fairly and in accordance with applicable consumer law.

A courier’s “delivered” status will be considered as evidence but will not automatically remove any statutory responsibility we may have.

20. Damaged Parcels or Products

Please inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or products arrive damaged, contact us promptly at Wecare@ecomrace.org and provide:

• Your order number;
• A description of the damage;
• Photographs of the product;
• Photographs of the outer and inner packaging; and
• Any courier documentation.

Please retain the product and packaging while the matter is being reviewed.

Reporting damage promptly helps us investigate with the courier, but it does not remove or shorten any statutory rights that apply to faulty or damaged goods.

21. Incorrect or Missing Products

If your order contains an incorrect product or an item is missing, contact us promptly.

Please provide:

• Your order number;
• Details of the missing or incorrect item;
• A photograph of the products received; and
• A photograph of the parcel label and packaging where reasonably required.

Once verified, we will provide an appropriate remedy, which may include dispatching the correct product, completing the order or issuing a refund.

22. International Shipping

International delivery availability will be shown during checkout.

International delivery times may be longer due to:

• Customs processing;
• Border inspections;
• Import documentation;
• Local courier arrangements;
• Remote-area delivery;
• Local holidays; and
• Destination-country restrictions.

You are responsible for ensuring that products can lawfully be imported, possessed and used in the destination country.

We may cancel an order if we reasonably believe that shipping the product to the selected destination would breach a legal, regulatory or carrier restriction.

23. Customs Duties, Taxes and Import Charges

International orders may be subject to:

• Customs duty;
• Import VAT or sales tax;
• Brokerage fees;
• Customs clearance charges;
• Courier administration fees; and
• Other charges imposed by the destination country.

The checkout page or order confirmation may state whether duties and taxes are included in the amount paid to us.

Where they are not expressly included, the recipient will normally be responsible for paying them directly to the relevant authority or delivery provider.

We do not control destination-country charges and cannot guarantee their amount.

If a parcel is refused or returned because import charges were not paid, we may deduct reasonable return, customs or handling costs actually incurred from any refund where legally permitted.

24. Customs Delays

Customs authorities may open or inspect parcels and request additional information.

We are not responsible for delays caused solely by customs procedures, although we will provide reasonable assistance with shipment information where possible.

You are responsible for responding to legitimate requests from customs authorities or the courier where the requested information relates to you as the importer or recipient.

25. Restricted Products and Locations

Some products may be subject to delivery restrictions because of:

• Product dimensions or weight;
• Courier rules;
• Aviation-security regulations;
• Hazardous-material restrictions;
• Import or export controls;
• Age restrictions; or
• Local laws.

Where a restriction prevents fulfilment after an order is placed, we may cancel the affected product and issue an appropriate refund.

26. Pre-Orders and Backorders

Products offered as pre-orders or backorders may have an estimated release or dispatch date.

These dates may change due to manufacturing, supply or logistics delays.

If a material delay occurs, we may:

• Provide a revised estimate;
• Offer an alternative product where appropriate; or
• Allow you to cancel the affected item for a refund.

Any specific pre-order conditions displayed on the product page form part of this policy.

27. Events Outside Our Reasonable Control

We are not liable for delay or failure caused by events outside our reasonable control, provided this does not exclude rights that cannot legally be excluded.

Such events may include:

• Natural disasters;
• Extreme weather;
• War or civil unrest;
• Terrorism;
• Epidemics or pandemics;
• Industrial action;
• Transport interruption;
• Customs or government action;
• Power or telecommunications failure;
• Cyber incidents; and
• Courier or supplier disruption outside our control.

We will take reasonable steps to reduce the effect of such events and resume delivery when reasonably possible.

28. Cancellations, Returns and Refunds

Your right to cancel an online order and return products is explained in our Return and Refund Policy and Terms and Conditions.

Shipping fees and return costs will be handled in accordance with:

• The reason for the return;
• The delivery service selected;
• The condition of the product;
• Information disclosed before purchase; and
• Applicable consumer law.

29. Contact Us

For questions about shipping, tracking or delivery, contact:

ECOMRACE LIMITED
Company Number: 14389993
Registered Office: 60 Tottenham Court Road, Suite 5070a, London, W1T 2EW, United Kingdom
Telephone: +44 127 429 8435
Email: Wecare@ecomrace.org

When contacting us about an order, please include your full name, order number and delivery address so we can assist you efficiently.

30. Changes to This Policy

We may update this Shipping & Delivery Policy to reflect changes in our delivery services, courier arrangements, business operations or legal obligations.

The revised policy will be published on our website with an updated “Last updated” date.

Changes will not reduce any statutory rights applying to an order already placed.