UK Delivery:

Orders are processed for delivery on working days only (Monday to Friday, excluding UK Bank Holidays).  

Please note we cannot be responsible for orders once they have been signed for at the given address or left in a customer approved "Safe Place". 

We are unable to deliver to PO Box addresses. 

By default, all UK deliveries are sent via our 48-hour tracked delivery service @ £2.99*

Otherwise, we offer:

Amazon Next Day (weekdays only) (Order before 12.30pm Monday to Friday) @ £8.95**

DPD Tracked & Signed Saturday Delivery (Order before 12.30pm Monday to Friday) @ £16.95**

* This is an estimated timescale and not guaranteed by Royal Mail, and we do allow up to 10 working days for items to arrive. 

**Mainland only with some postcode restrictions. We are unable to offer these delivery timescales and costs for some mainland and non-mainland locations, incl. Northern Ireland, Scottish Highlands and Islands, Isle of Wight and the Scilly Isles. If you have any queries about these locations, please do get in touch. 

US Delivery:

All US orders are sent via UPS Tracked Shipping - a 5-8 day service @ £9.50 (Approx $12) This service is weight dependant (1.3kg) and is applicable on orders containing up to 2 Jars Only.

For any Orders of 3 Jars or more please email our Customer Services Department at customer@equilondon.com for a Shipping quote.

International orders may attract import duty and local sales taxes, because all orders are dispatched from our warehouse in the UK. If these are charged, they are the responsibility of the customer and not Equi London. On some occasions, it is necessary for these to be paid prior to the receipt of goods being delivered to the end address. Customs and duty charges vary by country, as the local government determines these. Please check prior to ordering from us what, if any of these fees are.

UK & US Returns:

Customer returns: We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within seven days of your receipt of goods provided they are in their original, unopened, unused and undamaged condition. All refunds are subject to inspection, and the condition of the goods will be determined before a refund is made. Once confirmed, the refunded amount may take up to 10 working days to show in your account. Postage will not be refunded. 

Returns following failed delivery: If an order is returned to us as it has not been possible for the postage service or a courier to deliver the item, or the item hasn't been picked up from the local sorting office, drop-off point or an equivalent, at our discretion we will send the order back to you free of charge. This will happen for the first time only and, should it occur again, unfortunately we will need to charge for the re-delivery. 

Gift vouchers are non-refundable. 

Sending a Return

Should you wish to cancel your order (excl. Gift Vouchers which are non returnable) or return goods that may have arrived damaged, please notify us within seven working days beginning with the day following the day of delivery to you.

Step 1: Please email customer@equilondon.com providing your customer order number, the goods which are being returned and the reasons why.

Step 2: Once you have received confirmation from the Equi team, we will provide you with the details of where to return the item(s).

We recommend that you return your items by signed for delivery as we cannot be held responsible for returned goods that do not reach our Returns Department.

Step 3: On receipt of the returned goods we will give you a refund of the amount paid for the goods. This could take up to 10 days although it will be actioned immediately. We do not refund the original delivery charge unless the goods are faulty or have been incorrectly supplied.

Please note that postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

Acknowledgement, Acceptance & Inspection of Your Order

We will notify you by email as soon as possible to acknowledge receipt of your order. If we are unable to fulfil your order following this acknowledgement, we will contact you by email or telephone advising you of this. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time. Please inspect our products upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us within 48 hours of receipt that there is a problem. You can cancel the order in accordance with your cancellation rights and/or you return the goods in accordance with our returns policy. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date. Your statutory rights are not affected.

Cancellation Rights

Under the distance selling regulations you have the legal right to cancel your order within seven working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise please see our Returns section. Where goods are delivered to a third party you may exercise your right to cancel if you are able to return the merchandise to us. You can submit your cancellation notice by email to our Customer Services Department at info@equilondon.com.

 
20 Day and 30 Day Money Back Guarantee - Terms and Conditions 

In these Terms and Conditions:
‘we, us, our’ means Equi London Ltd
‘Offer’ means our 100% Money Back Guarantee, which is offered to you under these Terms and Conditions.
‘Product’ means any Equi London bought through the Equi London website. www.equilondon.com
‘you, your, yours’ means you, if you:

• have purchased a 20 Day or a 30 Day Product through www.equilondon.com
• make a claim for the Offer after using:
• the 20 Day Product for 20 consecutive days and within 30 days of purchase; OR
• the 30 Day Product for 30 consecutive days and within 40 days of purchase date.  
• You agree that these Terms and Conditions apply to a claim for the Offer.
  
  

Claiming the Offer

• You may only claim the Offer
• 20 days after the purchase date of the 20 Day Product and within 30 days from the purchase date of the Product. You may also only claim the offer if you have used the product as per instructions for 20 consecutive days;
• 30 days after the purchase date of the 30 Day Product and within 40 days from the purchase date of the Product. You also may only claim the offer if you have used the product as per instructions for 30 consecutive days.
• The Offer is valid for purchases made between 01 December 2019 to 01 December 2025
• Only one claim can be made per purchase and only on the first purchase of the product being claimed for
• The Offer does not apply in conjunction with any other trial offer.
  
  

Refunds

• The refund amount will be for the full products purchase price.
• The refund will be paid via the original method of payment.
• Refund does not include any postage or freight charges incurred when purchasing the Product or sending it back to us.
• Please allow 30 days from the date that we accept the claim for us to pay you the refund.
  
  

General

• Our decision on all matters relating to the Offer is final. We reserve the right to change these terms and conditions or discontinue the Offer at any time. If we discontinue the Offer we will still process claims made before that date and issue refunds if those claims are accepted.
• We collect and use information about you for the purpose of administering the Offer. We value your privacy and confidentially, and will treat it with the highest priority.
• Your statutory rights are not affected.

Please email customer@equilondon.com for more information