Frequently Asked Questions

Please read our FAQs before sending us a message.

What's your returns and refunds policy?

There is no returns or exchanges policy on hot tubs as they are made to order. The following information applies to non-hot tub orders only.

When returning an item, make sure you have proof of purchase, such as your  confirmation email. The item (and any free items that came with the product) will also need to be:

  • unused 

  • in original packaging

  • in a resaleable condition

If any items are returned missing parts, are damaged, or not packaged in original packaging, re reserve the right to make reasonable reductions from refunds.

Refunds will be processed by the original payment method. If you paid on card, it can take up to 7 days to appear back in your account. PayPal refunds can take up to 30 days.

Refunds and returns are processed in accordance with your rights and EZ Shopper should be notified of refund request within 14 days of delivery and items should be sent to us within a further 14 days.

We’re sure you’ll love our products and as such we do not offer free return courier service for returns which are no longer wanted or you change your mind. Unwanted item return courier charges would push up our prices and prevent us from being competitive.

Returns to our warehouse are at the cost of the buyer, unless covered in accordance with your consumer rights under UK law.

Please contact us at orders@ezshopper.co.uk to begin the refund initiation process. If you have any queries or if you would like to know the return courier prices for a specific item before ordering, please reach out to us. We have arranged the best possible prices for returns from our courier network, but you can feel free to arrange your own method provided that it is a trackable service. 

What are the delivery charges for orders from the Online Shop?

Delivery is free on orders over £40, and just £3.99 for smaller orders. Please check out our surcharge regions in the FAQ below. We dispatch all our items from our UK warehouse and include our best estimate of delivery dates on the product pages and at checkout.

For hot tubs, delivery is included to mainland England only. Please check the quote with us for Scotland and Wales before ordering, as the amount shown at checkout will not be correct.

Where do you deliver?

For hot tubs, please note that these are not delivered on a standard courier service, and we are very restricted on where we can deliver. Mainland England delivery is included in the price, but for Scotland and Wales it is important to check the delivery quote with us before ordering. Hot tubs are not delivered offshore, or to Northern Ireland. For more info on hot tub delivery, see the product FAQ page.

Please note that standing desks can weigh in excess of 30kg and our couriers will not necessarily agree to deliver the desks to any rooms or flats which are up flights of stairs from ground level, unless there is a working lift. It is important that you have someone available who can lift the desk from the ground floor to help, if you can’t do this yourself. 

We do not currently ship items outside of the UK. For our customers in Northern Ireland and the Scottish Highlands and Islands, we apologise but we currently apply a flat rate £9.99 delivery for these areas (not applicable to hot tub orders). Although we absorb some of the additional costs ourselves, we feel that it’s only fair to our other customers that we pass on some of the additional delivery costs in order to keep our product pricing low and competitive. As a majority of our items are overweight and oversized, we are constrained to what our courier and third party fulfilment centre can offer. We hope that we can serve these areas better in the near future.

We also hope to expand internationally in the future. 

The following postcodes have a flat rate £9.99 delivery charge for non hot tub orders:

Northern Ireland postcodes BT.

Scottish Highlands and Islands postcodes:

Area

Postcode

Aberdeen

AB31-AB35

Aberdeen

AB41-AB45

Argyll

PA20-PA78

Argyll

PH30-PH31

Argyll

PH34-PH44

Argyll

PH49-PH99

Argyll

FK17-FK21

Argyll

KA28

Arran

KA27

Dundee

PH15-PH18

Northern Highlands

AB36-AB38

Northern Highlands

AB55-AB56

Northern Highlands

HS1-HS9

Northern Highlands

IV

Northern Highlands

KW0-KW14

Northern Highlands

PH19-PH29

Northern Highlands

PH32-PH33

Northern Highlands

PH45-PH48

Orkney Shetland

KW15-KW17

Orkney Shetland

ZE

Which payment methods are accepted in the Online Shop?

We accept all major UK credit and debit cards. Your details are secured through encrypted data transmission and payments are handled by Stripe for your security. We don’t have access to, nor can we see your credit / debit card details during or after ordering. These are all stored securely by Stripe.

How long will delivery take?

If ordered before 12pm Monday – Thursday, your order will typically be dispatched on the same day, although we cannot promise that this will always be the case. Orders placed on Friday-Sunday and public holidays will not be dispatched until the next working day.

Always check the estimated delivery date on the product page, but note that these are estimates only and that orders can sometimes arrive before or after these dates.

Please ensure that someone is available to receive your package. Our couriers will contact you by the mobile number which you enter during checkout, so ensure that this is correct. If you know that you won’t be in, be sure to use your tracking details to make the necessary arrangements. Orders which are returned to us after multiple failed delivery attempts will be stored back at our warehouse and re dispatched to you at your cost.

Orders to our delivery surcharge areas including Northern Ireland and the Scottish Highlands and Islands can typically take up to an extra week.

Hot tubs are delivered in line with the guidance on the product FAQ page.

How secure is shopping in the Online Shop? Is my data protected?

Our site and your data is protected via SSL encrypted transmission. In addition, payments are provided by Stripe, a major UK third party payment provider. We do not see or store your card details as they are handled by Stripe.

What exactly happens after ordering?

After ordering our delivery partner will prepare your item for dispatch from our UK fulfilment warehouse. We will send on a next day delivery service if ordered before the cut off times listed in the FAQs. above.

Is VAT applied to my order?

EZ Shopper UK Ltd is not yet VAT registered, no VAT is applied during checkout or in invoices.

Send us an email

Drop us an email

We aim to respond to all queries within 24 hours

General enquiries: hello@ezshopper.co.uk

Order related and returns : orders@ezshopper.co.uk

Registered office:

EZ Shopper Ltd,
Kemp House,
152 – 160 City Road,
London,
EC1V 2NX

Registered company number: 12728360