Shipping Policy

Shipment processing times: once payment has been made. Based on Mainland UK.

Artificial Wall panels:

• Processed and dispatched the same day pre-cut off time for couriers during business days. Next Day Orders upgrade take priority.

Artificial Plants:

• Processed within 24 hours. Dispatched and delivered within 2-5 business days.

Artificial Grass

• Processed within 24 hours. Dispatched and delivered within 3-7 business days. If you require a faster service. Please make contact.

Accessories:

• 2-5 business days from order payment to delivery.

LED Signs:

• In stock items/ available next day: Processed and dispatched the same day pre-cut off time for couriers during business days. Next Day Orders upgrade take priority.
• Custom LED Neon Signs. Processed within 24 working hours. Dispatched and delivered within 5-10 days. Unless a faster service has been upgraded.

Wall Art:

• Processed within 24 hours. Dispatched and delivered within 3-5 business days.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. We will always prioritise paid for NEXT DAY services. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Worldwide locations: Please get in touch direct. https://www.egmshop.co.uk/contact-egm/ 

• Shipping charges for your orders will be calculated and displayed at checkout.
• When products allow. You can select (Next Working Day Upgrade) to prioritise your order and have it shipped the same day. If you have placed the order and paid before our cut off time. This cut off time is displayed @ checkout.
• We offer flat rate shipping (when an order total is below our minimum amount, Free shipping, Next working day and Saturday delivery upgrades. Our upgrades have set cut off times during the working week.
• Saturday service (when available @ checkout):
  We ship a working day prior to cover for any issues/ delays in transit between leaving us and getting to your nearest depot. When booked in during the working week. Unless the order is palced on a Friday- we then send out immediately, pre cut off time for the day.  DHL automatically attempt to make delivery the next working day with it being a premium service. If unsuccessful- they then arrange for the item to be stored and re delivered on Saturday. Rather than the next working day. Which would be Monday onwards.
• Our next day upgrade service has a 99% success rate.

• We use the Reboxt Scheme and try re use packaging wherever possible. We make sure that each product is carefully protected for transit.
• We photograph and film each order being processed/ packed. This is then recorded alongside your order number + shipping label to identify the parcel in future events.

*If you require a completely new or non-branded box- please advise in the order notes and we will try our best to accommodate.

• Most of our orders/ parcels are sent out with at least one EGM SHOP sticker to help identify the shipment.
• If you require a WHITE LABEL service- please let us know in the order notes @ checkout when placing the order or contact us direct before placing the order.

• A confirmation and order number clearly shown on screen
• A confirmation email matching up with the order number
• Once the order has been processed by our team. Your order will be marked as ‘processed’ on the system once the shipping has been arranged or the item dispatched from our facility. This will automatically send out an email no notify you that the order has been successfully processed and its on its way to you. Full tracking will then follow by our third party courier.

Please note:

• If you do not receive an email with the confirmation order number. Please first check your junk mail. If after 10 minutes you have no email to confirm the order. Please contact us with what you have ordered + what the correct email address should be. We will then check the status of your order. We will check the email you have provided and resend you the order confirmation to the correct email.
• If you have selected pay by invoice @ checkout. The shipment will not be processed until full payment has been made or confirmed by us in writing. We allow 1 hour for payments. If the item is low in stock and another order comes in for the same product line. Shipments will be based on a first come, first pay basis for sending out.

• All products sent require a signature and will be photographed by the courier upon successful delivery.

They will try the shipping address door first. If no response. The courier will then attempt to delivery to a neighbour.
*Please advise if you do not want this second back up option in the order notes.

• If you select leave in a safe place or alternative method via the courier’s service centre. Please understand you are liable for any loss. Only select this option if you are fully confident in the safe storage of your item until you can collect. If in doubt, please contact us.

Van/ premium courier services:

These items are shipped and delivered by a premium van-based courier service in boxes. You will receive tracking and delivery information via email and/ or text once your order has been processed by EGM.

What to expect:

• Delivery can be any time between 8am and 8 pm
• Safe access required to unload within the above times.
• The parcel(s) / product will be dropped at the front door/ point of access only.
• A name will be required

Products sent by this service:

• Artificial Wall Panels
• Artificial Plants (unless advised)
• Accessories
• Wall Art
• LED Signs
• ***Artificial Grass

***Artificial Grass delivery notes: important. Please read.

• Someone physically able and fit will need to be available at an agreed date and time period to help the driver unload at the delivery address.
• You will be notified for the delivery date in advance. We then try advising you of the time slot a day prior or early that morning on the day of delivery.
• Failure to have someone on site to help unload may incur a re delivery charge on another day.

Palletised/ bulk delivery:

• Clear and safe Lorry access required between 9 am and 5 pm on working days
• Someone will need to be available at an agreed date and time to help the driver unload at the delivery address.
• Usually, we will send items on a tail lift service. Unless agreed otherwise.

Products sent by this service:

• Artificial Wall Panels: Orders that are 30 panels or more unless requested by the buyer.

In the rare case the product or products have arrived to your address damaged. Please report this to us within 48 hours upon the shipment landing at your address. We want to assist you with the issue and get the product replaced or the situation resolved ASAP.

If the box is damaged prior to opening. Please make a note with the driver and have them note this down along with your signature. Please take a clear photo of the package for your own records prior to opening. If the items within the parcel have been damaged in transit. Please send us this photo and a description of the issue to sales@egmshop.co.uk or reply to your original order confirmation email. We will aim to reply within 24 hours on a working day.

Please note:

• We will not accept products as being damaged if they have been attempted to be fitted/ installed or used in any way.
• This includes and not exclusive to: Foliage panels being clipped together. Plants being used. LED signs that have been improperly handled or attempted to be fitted. Or parcels that have been signed for/ delivered and then reported as damaged and then handled or loaded in correctly. After the 48 hours window. Please always check the items immediately upon arrival.

LED Signs: Further notes

• Please check the packaging and open the box within 48 hours of the shipment being signed for. Un cover the sign and check for any noticeable issues.
• *We highly advise against placing any fragile or bespoke orders (such as LED signs) if you plan to be away during the dispatch/ delivery period. EGM cannot be held liable for damages once a product arrives and has been signed for after the 48 window due to insurance procedures.
• If no one is going to be available at the shipping address during dispatch. Please contact us and we will delay the shipment for you.
• Do not attempt to fit a damaged sign without notifying us first.

In the rare case the product or some of the items within an order are missing. Either fully or partially. Please report this to us within 48 hours upon the shipment landing at your address. We want to assist you with the issue and get the situation resolved ASAP.

Partially missing products:

• Please empty the full box(s). For items such as foliage panels. Open the panels and check the items. Panels are usually folded and so it can be difficult to count when still boxed.

No shipment received but marked as ‘Delivered’

• Please go to the tracking link sent via email/ text. You should be able to see who signed for the parcel and see an image of the delivery location with the parcel in view.
• Please check with your neighbours

If the order is still missing after the above checks have been made. Please contact us direct. We then have a set produced to follow:

• We will send you over a missing items form. This is legal document that we will require you to fill out, sign and return to us. It states that you have done all the checks required and that allow us to contact your local Police station to obtain a crime reference number, local authorities and if required. The fraud department.
• The courier will then send out a driver to re trace their steps and speak with neighbours and/ or look around your property to see if they can find the parcel.
• We will then investigate and report back to you.

If you have any questions about this Shipping Policy, you can contact us:

• By visiting this page on our website: https://www.egmshop.co.uk/contact-us/
• By sending us an email: sales@egmshop.co.uk

  *please include your order name and number to help identify the shipment.