Shipping policy
Shipping Policy — ERUCKE LTD (Trading as “Erucke”)
This Shipping Policy explains how orders are processed, shipped, and delivered by ERUCKE LTD. By placing an order with Erucke, you agree to the terms outlined below.
ERUCKE LTD
71–75 Shelton Street, Covent Garden, London, WC2H 9JQUnited Kingdom,
Contact: support@erucke.com
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1. Order Processing Times
Orders are processed Monday–Friday (excluding public holidays).
Processing time is typically 1–3 business days, depending on order volume.
Orders placed after 3pm may be processed the next business day.
Processing times do not include courier transit times.
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2. Shipping Methods & Delivery Estimates
Delivery estimates are provided at checkout and vary by destination.
All delivery times are estimates only and not guaranteed.
Delays caused by couriers, customs, weather, strikes, or other external factors are outside our control and do not qualify for refunds.
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3. Tracking Information
Once your order is dispatched, you will receive a tracking number (where applicable).
Tracking updates are controlled by the courier and may take time to appear.
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4. Delivery Address Requirements
Customers are responsible for providing a complete and accurate delivery address.
ERUCKE LTD is not responsible for:
- incorrect or incomplete addresses
- failed deliveries due to customer absence
- parcels returned to sender due to address errors
If a parcel is returned to us due to an incorrect address, reshipping fees apply.
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5. Delivery Attempts & Missed Deliveries
If the courier attempts delivery and the customer is unavailable:
- the courier may leave a card
- the parcel may be taken to a collection point
- the parcel may be returned to sender after multiple failed attempts
Refunds for returned parcels (non‑faulty) exclude original shipping costs and may incur a restocking fee.
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6. Parcels Marked as Delivered
If tracking shows “Delivered” but you did not receive the parcel:
- check with neighbours, household members, or building reception
- check safe places or delivery photos
- contact the courier directly
If the parcel is still missing, we will open a courier investigation.
Replacements or refunds are issued only after the courier confirms the parcel is lost.
This process is required by UK delivery regulations.
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7. Lost Parcels (Not Marked as Delivered)
If tracking shows no delivery:
- we will open an investigation with the courier
- we may request a signed declaration of non‑receipt
- replacements or refunds are issued only after the courier confirms loss
Courier investigations typically take 7–14 business days.
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8. Damaged Parcels
If your parcel arrives damaged, you must notify us within 48 hours of delivery and provide:
- photos of the damaged item
- photos of the packaging
- photos of the shipping label
Claims submitted after 48 hours may be rejected due to courier evidence requirements.
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9. Customs, Duties & Import Fees (International Orders)
International customers are responsible for any customs duties, taxes, or import fees.
ERUCKE LTD is not responsible for delays caused by customs inspections.
Refusal to pay customs fees may result in the parcel being returned or destroyed.
No refunds are issued in these cases.
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10. Order Changes & Cancellations
Orders cannot be changed or cancelled once processing has begun.
If you need to update your address, contact us immediately — changes are not guaranteed.
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11. Shipping Errors
If you receive the wrong item, notify us within 48 hours with photo evidence.
We will arrange a replacement once evidence is approved.
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12. Fraud Prevention
ERUCKE LTD reserves the right to:
- cancel suspicious orders
- refuse service to high‑risk accounts
- require additional verification for large or unusual orders
This protects both customers and the business.
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13. Contact Information
For shipping questions or delivery issues, contact:
support@erucke.co.uk
