Shipping policy

SHIPPING POLICY

Thank you for shopping with ENNAH Heirloom. Every gift box is prepared and packaged with care before dispatch.

ORDER PROCESSING

We normally prepare and dispatch ready-to-dispatch products within 1–2 working days after payment is confirmed.

Made-to-order or personalised gift boxes may require up to 3 working days before dispatch. If a product requires a longer preparation time, we will state this on the relevant product page or communicate it to you.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed after our daily processing period, during weekends or on bank holidays will begin processing on the next working day.

DELIVERY OPTIONS AND CHARGES

We will show the delivery methods and charges available for your order at checkout before payment.

Delivery charges may vary depending on the destination, parcel size, weight and selected delivery service. ENNAH Heirloom does not currently offer free delivery unless it is expressly stated as part of a promotion.

Please select the delivery option that best suits your needs at checkout.

ESTIMATED DELIVERY TIMES

Estimated delivery times begin from the date of dispatch, not the date on which the order was placed.

Delivery times displayed at checkout are estimates unless we have expressly confirmed a guaranteed delivery date. Courier delays, severe weather, busy seasonal periods and other circumstances outside our reasonable control may affect delivery times.

If your gift is required for a particular occasion, we recommend ordering as early as possible. Please contact us before ordering if you need help assessing whether an order is likely to arrive in time.

DELIVERY ADDRESSES

Please check the recipient’s full name and delivery address carefully before completing your order.

ENNAH Heirloom is not responsible for delays caused by an incomplete or incorrect address provided by the customer. If you notice an error, contact us immediately at gifting@ennahheirloom.com.

We will correct the address where reasonably possible if we have not yet dispatched the order. We cannot guarantee we can change an address after dispatch.

If an order is returned to us because the address supplied was incomplete or incorrect, or because delivery was refused or not collected, the customer may be responsible for the cost of redelivery where permitted by law.

GIFTS SENT DIRECTLY TO RECIPIENTS

You may have an order delivered directly to the gift recipient.

Please ensure the recipient’s delivery information is accurate and that they can receive or collect the parcel. Where available, we may send tracking and delivery notifications using the contact information supplied at checkout.

TRACKING

Where tracking is available, we will provide tracking details after dispatch.

Tracking information may take time to update after the delivery provider collects the parcel.

DELIVERY ATTEMPTS AND COLLECTION

The delivery provider may leave the parcel in a safe place, attempt delivery again or take it to a local collection point, depending on its own procedures and the delivery instructions provided.

Customers and gift recipients are responsible for following tracking updates and collecting parcels within the period specified by the delivery provider.

A parcel returned to us because it was not collected may require an additional delivery payment before we can send it again.

DELIVERY DELAYS

If your order has not arrived within the expected timeframe, please check the tracking information first and then contact us at gifting@ennahheirloom.com.

We will make reasonable enquiries with the delivery provider and keep you informed. Please understand that a courier investigation may take several working days.

Nothing in this policy affects your statutory rights concerning goods that are not delivered within an agreed or legally required timeframe.

LOST ORDERS

If tracking indicates that a parcel may be lost, please contact us so that we can investigate with the delivery provider.

Where an order is confirmed as lost, we will offer an appropriate replacement or refund in accordance with your statutory rights and product availability.

DAMAGED PARCELS

Please inspect the parcel and its contents after delivery.

If your order arrives damaged, contact gifting@ennahheirloom.com as soon as reasonably possible. Please provide your order number and clear photographs of:

• The external packaging
• The shipping label
• The inside of the parcel
• The damaged product or products

Please keep the products and all packaging until we have responded, as they may be required for the delivery provider’s investigation.

INTERNATIONAL DELIVERY

Where international delivery is available, eligible destinations and delivery charges will be displayed at checkout.

International orders may be subject to customs inspections, import restrictions, taxes, duties or handling charges imposed by the destination country. Where these charges are not expressly included at checkout, they are the responsibility of the recipient.

Customs procedures may delay delivery. We cannot guarantee international delivery dates or control customs decisions.

Some gift-box contents may not be eligible for delivery to every country. If we can't ship an order because of destination restrictions, we will contact you and issue an appropriate refund.

COMBINED ORDERS

We may package or dispatch multiple items in the same order together where practical. In some circumstances, products may arrive in separate parcels.

CONTACT US

For questions about dispatch, delivery or an existing order, please contact:

ENNAH Heirloom
Email: gifting@ennahheirloom.com
Website: ennahheirloom.com