Returns, Refunds, Delivery

 Orders including out of stock items will only ship once new stock arrives.

UK deliveries are taking anything between 2-5 working days but things can be slower and orders of multiple items may arrive in separate shipments. Please wait 24 hours before contacting us if your shipment has been split as it will probably arrive during that time.

Please be patient, these are extraordinary times and we are doing our very best.

COVID-19 UPDATE

We are doing our very best to bring in limited amounts of new stock from India and Indonesia. The dates given for the delivery and arrival of these items are guidelines only and not guaranteed. We are operating in unpredictable, difficult times and circumstances outside our control can affect delivery times. 

We will keep you informed about delays and ask for your empathy and patience about these things.

Orders ship only when all items are in stock, split delivery is possible on request and at an extra cost.

POSTAGE AND PACKAGING

We ship worldwide. If your country is not listed at checkout please contact hello@eastlondonparasols for more details.

UK Mainland postage and packaging is at a standard rate with reputable couriers. Shipping for parasols and bases is sadly a higher price as couriers calculate cost according to whether size or weight is larger. We make no money on shipping and wish it was cheaper.

International shipping is with various carriers. Purchases will arrive boxed and well wrapped. Please retain packaging as we cannot accept returns or compensate for lost/ damaged orders without it.

We offer reduced delivery rates for multiple purchases, for more information contact hello@eastlondonparasols.com

RETURN AND REFUNDS

We want you to be happy with your purchase. If you have any problems please let us try to fix it, we are happy to help. We request that you read the information in the FAQs on our website.

We cannot accept returns on bases or reduced items. Bases come in crates.

We’re sure you will love your East London Parasol purchase, but if the worst should happen, you can easily return it to us for a full refund (excluding any delivery charges incurred). Simply contact us within 7 days of the date you receive your order with details of your order and we will help you with your return- at the moment this is very challenging. Returns are at your own risk.

Please use a reputable and recorded delivery service (not myHermes) and the warehouse is open 9-5pm Mon-Fri to receive deliveries. Please contact us before returning any item and we will provide the address. 

If you are not completely satisfied with your purchase, please retain the packaging and return the item to us in its original condition within 7 days of receipt. Returned items should be unused and must be returned in original packaging with the correct documentation. We will issue a refund upon receipt, please allow 7 days for processing. This excludes faults caused by accident, neglect, and misuse.

WHAT IF AN ITEM HAS ARRIVED DAMAGED? 

Our quality team check your order carefully to make sure it's up to our standards before we dispatch it to you, so damage is very rare.

Some features such as the bamboo peg holes in the canopy of Bali parasols can be mistaken for faults, they're not- we promise!

If for any reason a product has arrived damaged, or we have accidentally sent you the wrong item, contact us within 48 hours of receipt, sending a couple of photos of the issue(s) with the product. We will assess your complaint and tell you if your issue is eligible for a replacement. We will then either arrange to collect the item(s) from you or ask you to send it back to us, and we’ll either give you a full refund, arrange for a repair, or order you a replacement.