Shipping policy
Shipping Policy
At Eternal Hoop, we aim to process and deliver your order as quickly as possible. The information below explains our estimated processing and delivery times, tracking, address changes, delays and other important shipping information.
Processing & Delivery Times
Orders are typically processed and dispatched within 1–2 business days after your order has been successfully placed and payment has been confirmed.
Once dispatched, orders will usually arrive within approximately 4–6 business days.
These timeframes are estimates only and are not guaranteed delivery dates. During periods of unusually high order volume, promotional events, seasonal demand, public holidays, severe weather, carrier disruption or other circumstances outside our reasonable control, delivery may take longer.
In exceptional circumstances, please allow up to 14 business days for your order to arrive.
Business days exclude weekends and applicable public or bank holidays.
High Order Volume
During particularly busy periods, including sales, seasonal promotions and periods where demand for Eternal Hoop is significantly higher than usual, processing and delivery may take longer than our usual estimates.
We appreciate your patience during these periods and will make reasonable efforts to process and dispatch orders as quickly as possible.
A delay beyond our normal estimated timeframe does not necessarily mean that an order has been lost.
Tracking Your Order
Where tracking is available, you will receive shipping or tracking information after your order has been dispatched.
Please allow some time after receiving your tracking information for the carrier's tracking system to update.
Tracking updates are provided by the applicable delivery carrier and may occasionally be delayed or temporarily unavailable.
If your tracking information has not updated for an extended period, please contact us at team@eternalhoop.com and include your order number.
Incorrect Shipping Addresses
Customers are responsible for ensuring that the shipping information provided when placing an order is complete and accurate.
Because we begin processing orders quickly, there is only a very limited period in which we may be able to change your delivery information.
If you notice an error in your shipping address, contact us immediately at team@eternalhoop.com.
We cannot guarantee that an address can be changed once an order has entered processing or fulfilment.
Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional shipping costs may apply if the order needs to be resent, except where applicable law requires otherwise.
Order Changes & Cancellations
Our fulfilment process begins shortly after an order is placed.
If you wish to cancel or change an order, you must contact us at team@eternalhoop.com within 5 minutes of placing your order.
After this period, your order may already have entered processing or fulfilment and we therefore cannot guarantee that we will be able to cancel or modify it.
This policy does not affect any statutory cancellation or consumer rights you may have under applicable law. If an order can no longer be stopped before dispatch, you may still be entitled to exercise applicable statutory rights or return the product in accordance with our Returns & Refund Policy.
Delayed Orders
Occasionally, circumstances outside our reasonable control may affect delivery times. These may include:
- Carrier or postal delays
- Customs or border processing
- Severe weather or natural events
- Public or bank holidays
- High seasonal demand
- Unusually high order volumes
- Transportation disruptions
- Incorrect or incomplete delivery information
- Other events outside our reasonable control
We will make reasonable efforts to assist with delayed shipments where appropriate.
Please note that estimated delivery dates displayed on our website, during checkout, in order confirmations or in tracking information are estimates unless expressly stated otherwise.
International Orders & Customs
Where we offer international shipping, orders may be subject to customs processing, import duties, taxes or other charges imposed by the destination country.
Unless expressly stated otherwise at checkout, customers are responsible for any applicable import duties, taxes or customs charges imposed by their local authorities.
Customs processing may also result in additional delivery delays that are outside Eternal Hoop's control.
Lost or Missing Packages
If your tracking information indicates that your order has been delivered but you cannot locate it, please first:
- Check around your property and any designated safe places.
- Check with other members of your household or neighbours where appropriate.
- Check the tracking information for any delivery notes.
- Contact the relevant delivery carrier where appropriate.
If you are still unable to locate your order, contact team@eternalhoop.com with your order number and tracking information and we will review the situation.
We will handle confirmed lost, damaged or undelivered orders in accordance with applicable consumer law. Nothing in this Shipping Policy excludes or limits any responsibility that Eternal Hoop cannot lawfully exclude or limit.
Pre-Orders & Back-Orders
If an item is clearly identified as a pre-order or back-order at the time of purchase, different processing or delivery estimates may apply.
Where an order contains both immediately available and pre-ordered/back-ordered products, the products may be dispatched separately.
Any estimated availability or dispatch date displayed for a pre-order or back-order is an estimate unless expressly stated otherwise.
Returns
Returns are governed by our Returns & Refund Policy.
Please contact team@eternalhoop.com before returning a product so that our team can provide the appropriate return instructions.
Do not return an order to the address displayed on its original shipping label unless our customer support team specifically instructs you to do so.
Contact Us
If you have questions regarding your shipment, tracking information or delivery, please contact:
Eternal Hoop
Email: team@eternalhoop.com
Please include your full name and order number so we can assist you as efficiently as possible.