Shipping policy

1. Key information

Working days are Monday to Friday, excluding UK bank holidays. All times are UK time (GMT/BST).

2. Shipping outside the United Kingdom

We deliver to UK addresses only and do not ship internationally. For Northern Ireland, the Scottish Highlands and islands, the Isle of Wight or the Isles of Scilly, please contact us before ordering so we can confirm delivery availability and estimated arrival for your postcode. Please also enquire before ordering for the Channel Islands or Isle of Man, which are outside the United Kingdom. Free delivery applies to every UK order we accept.

3. Which carrier carries what

The delivery service depends on the size and weight of your order. Smaller items travel by parcel delivery. Heavy and oversized items — including sheds, pergolas, furniture sets, garage lifts and kayaks — require a suitable freight or pallet delivery service. Please contact us if you need to confirm the carrier or delivery arrangements before ordering.

4. How an oversized item is delivered

Pallet deliveries are made to the kerbside by appointment. The carrier will contact you by phone or email to book a delivery slot, so please give a working phone number at checkout. Moving the item from the kerbside, assembling it and installing it is your responsibility, so plan a helper. Please make sure there is clear access for a large vehicle.

5. Undeliverable parcels and incorrect addresses

Please check your address and postcode carefully. If a delivery fails because the address is wrong or nobody is available at a booked slot, we will contact you to arrange redelivery. Any extra redelivery cost will be explained and agreed with you first. If we are responsible for a failed delivery, we will not charge you for redelivery or the carrier’s mistake. If you are entitled to cancel for non-delivery, we refund all sums due without undue delay, including delivery charges where applicable.

6. Shipping process

1. You place your order and receive an order confirmation email.
2. Orders placed before 15:00 UK time (GMT/BST) start processing the same working day.
3. We dispatch within 1–2 working days (Monday to Friday) and email your tracking details.
4. Transit takes a further 3–6 working days (Monday to Friday). Follow it on Track your order.

7. If your delivery is delayed

If your order has not arrived within the estimated time, contact us with your order number and we will chase the carrier. Unless another delivery period is agreed, goods must be delivered without undue delay and within 30 days. If we miss the agreed or statutory delivery period, you can normally set an appropriate additional delivery period and cancel for a full refund if that is also missed. You may cancel immediately where we refuse delivery or delivery by the agreed date was essential and we knew this before the contract. You do not always have to wait 30 days.

8. Cancellations

You can cancel before dispatch by contacting us, and after delivery using your 14-day cancellation right. See our Refund policy and cancellation form.

9. Damaged or incorrect items

Please check your delivery when it arrives and note any visible damage on the carrier’s paperwork. Tell us within 48 hours if possible, with photos, so we can claim from the carrier quickly — this does not limit your legal rights. We will send a replacement part, a replacement item or a full refund, and we pay any return costs.

10. Contact

Email contact@efcarpet.com · Monday to Friday, 9:00–17:00 UK time (GMT/BST), excluding bank holidays.