Shipping Policy

This Shipping Policy applies to orders placed through EGM Shop, accessible at https://www.egmshop.co.uk.

EGM Shop is a trading name of EGM Group Ltd. In this policy, “we”, “us” and “our” refer to EGM Shop / EGM Group Ltd. “You” refers to the customer placing an order with us. “Goods” means the products offered for sale through our website. “Order” means a request by you to purchase Goods from us.

All delivery times stated in this policy are estimates and apply to Mainland UK unless stated otherwise. Delivery times begin once payment has been received and your order has been accepted by us.

Where an order contains multiple products with different lead times, the longest lead time will usually apply unless we agree otherwise in writing.

Artificial Wall Panels

Free shipping orders are usually delivered within 3–5 working days.

Where Next Working Day Priority Service is available and selected at checkout, orders placed and paid for before the stated courier cut-off time will be prioritised for same-day dispatch on a premium next working day courier service.

Artificial Plants

Artificial plant orders are usually processed within 1 working day and delivered within 2–5 working days.

Please contact us before placing your order if you require a faster delivery service.

Artificial Grass

Artificial grass orders are usually processed within 1 working day and delivered within 3–7 working days.

Please contact us before placing your order if you require a faster delivery service.

Accessories

Accessory orders are usually delivered within 2–5 working days from payment being received.

LED Signs

In-stock LED signs, or signs marked as available for next day delivery, are usually processed and dispatched the same working day when the order is placed and paid for before the courier cut-off time.

Custom LED neon signs are usually processed within 24 working hours and delivered within 5–10 working days unless a faster service has been agreed or purchased.

Wall Art

Wall art orders are usually processed within 24 hours and delivered within 3–5 working days.

High Order Volumes

During busy periods, dispatch and delivery may take slightly longer than usual. If there is a significant delay with your order, we will contact you by email or telephone.

We will always prioritise paid Next Working Day Priority orders where this service has been selected.

International Shipping

International shipping may be available by quotation. Please contact us directly for delivery options, lead times and costs.

Shipping charges are calculated and displayed at checkout.

Depending on the products ordered and the delivery address, we may offer flat rate shipping, free shipping, Next Working Day Priority Service and Saturday delivery upgrades.

All delivery upgrades are subject to product availability, courier availability, postcode coverage and the order being placed before the relevant cut-off time shown at checkout.

Free Shipping

Where free shipping is available, please refer to the product delivery information for the estimated delivery time.

If you order multiple products with different lead times, the longest lead time will usually apply unless we agree otherwise in writing.

If your project is time-sensitive, please contact us before placing your order and we will do our best to help.

Next Working Day Priority Service

Where available, our Next Working Day Priority Service is a priority processing and dispatch upgrade.

Orders placed and paid for before the stated cut-off time will be prioritised by our team, packed as quickly as possible and dispatched the same working day using a premium next working day courier service.

Although the vast majority of Next Working Day Priority orders arrive on the next working day, courier delivery dates cannot be guaranteed. Delays may occasionally occur due to courier network issues, weather, traffic, depot delays or other circumstances outside our control.

Next Working Day Priority Service means that we prioritise your order and book it on a premium courier service. It does not guarantee delivery by a specific time or date.

Next Working Day Priority Refunds

If your Next Working Day Priority order is delayed by more than 3 working days from the original estimated delivery date, please contact us.

Where applicable, we will refund the upgraded shipping charge to the original payment method. This refund applies only to the delivery upgrade fee, not the cost of the Goods.

This does not affect your statutory rights.

Saturday Delivery

Saturday delivery may be available at checkout for selected products and postcodes.

Where Saturday delivery is selected, we may dispatch the order on the working day before the requested Saturday delivery date to reduce the risk of courier delays.

Saturday delivery is a premium courier service, but delivery remains subject to courier availability and local depot operations.

If an order is placed on a Friday before the cut-off time and Saturday delivery is available, we will dispatch it as soon as possible using the selected Saturday service.

Packaging

We use the ReBoxt Scheme and aim to reuse suitable packaging wherever possible. This helps reduce waste while ensuring your order is properly protected for transit.

Reused packaging may include previously used boxes or packaging materials. All items are checked and packed carefully before dispatch.

If you require a completely new box or non-branded outer packaging, please add this request to the order notes at checkout. We will do our best to accommodate this, although it cannot always be guaranteed.

EGM Shop Branding

Most orders are dispatched 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 at checkout or contact us before placing your order.

Where available, our white label service may include plain outer packaging and reduced EGM branding.

Order Processing

After placing an order online, you should receive:

1. An on-screen order confirmation.
2. An order confirmation email.
3. A further email once your order has been processed or dispatched.
4. Tracking information from our courier, where available.

Once your order has been processed by our team, it may be marked as “processed” on our system. This usually means that shipping has been arranged or the order has been dispatched from our facility.

Full tracking information will normally follow from our third-party courier.

Missing Order Confirmation Email

If you do not receive an order confirmation email, please check your junk or spam folder first.

If you still have not received the email after 10 minutes, please contact us with your name, the product ordered and the correct email address. We will check your order and resend the confirmation where appropriate.

Payment by Invoice

If you select payment by invoice at checkout, your order will not be processed or dispatched until full payment has been received or we have confirmed otherwise in writing.

Where stock is limited, orders are processed on a first-paid, first-dispatched basis.

Standard Courier Delivery

Most products are sent using a tracked courier service. Deliveries usually require a signature and may be photographed by the courier upon successful delivery.

The courier will usually attempt delivery to the shipping address first. If no one is available, they may attempt delivery to a neighbour where permitted.

If you do not want your parcel delivered to a neighbour, please state this clearly in the order notes at checkout.

Safe Place Requests

If you instruct the courier to leave your parcel in a safe place, with a neighbour or at an alternative location after dispatch, responsibility for the parcel transfers to you once the courier has completed delivery in accordance with your instructions.

Please only select a safe place option if you are confident the item will remain secure until collected.

Van or Premium Courier Deliveries

Some larger, fragile or higher-value items may be delivered by a premium van-based courier service.

You will receive tracking or delivery information by email and/or text once your order has been processed.

For this service:

• Delivery may take place between 8am and 8pm.
• Safe access must be available for unloading.
• Delivery is to the front door, kerbside or point of access only unless agreed otherwise.
• A name or signature may be required upon delivery.

Products commonly sent by this service include:

• Artificial Wall Panels
• Artificial Plants
• Accessories
• Wall Art
• LED Signs
• Artificial Grass

Artificial Grass Delivery

Artificial grass deliveries may require assistance with unloading.

A physically able person must be available at the delivery address on the agreed delivery date and time period to help the driver unload where required.

We will notify you of the delivery date in advance and will aim to provide a time slot the day before delivery or on the morning of delivery.

If no suitable person is available to help unload, a re-delivery charge may apply.

Palletised or Bulk Delivery

Large orders may be sent by pallet or bulk freight service.

For pallet deliveries:

• Clear and safe lorry access is required.
• Delivery usually takes place between 9am and 5pm on working days.
• Someone must be available at the agreed delivery address to receive and assist with unloading where required.
• Deliveries are usually made using a tail-lift service unless agreed otherwise.
• Delivery is kerbside only unless otherwise agreed in writing.

Artificial Wall Panel orders of 30 panels or more may be sent by pallet unless a different delivery method has been agreed.

Delivery Delays Outside Our Control

We will always do our best to dispatch and deliver within the estimated timescales provided.

However, delays may occasionally occur due to circumstances outside our reasonable control, including courier delays, traffic, adverse weather, industrial action, depot issues, access restrictions, incorrect delivery details or other operational issues.

We are not responsible for indirect or consequential losses caused by delivery delays.

This does not affect your statutory rights.

Next Working Day Priority Issues

We understand that delays to Next Working Day Priority orders can be frustrating, especially when items are needed for a project.

Courier deliveries can take place up to 8pm. If your order has not arrived after 8pm on the expected delivery day, please contact us.

We track priority orders and will work with the courier to resolve any issues as quickly as possible.

Courier investigations may take time, especially where a parcel has not been scanned within the network or the courier needs to trace the shipment.

Urgent Replacement Shipments

Where a priority shipment appears to be delayed or missing and the items are urgently required, we may, at our discretion, arrange a replacement shipment.

Before sending a replacement, we may require you to complete and sign a declaration confirming that the original Goods have not been received.

If the original order is later located and delivered, we will arrange collection of either the original or replacement shipment, whichever has not been used or fitted.

If both shipments are retained, used or not returned when requested, you may be charged for the additional Goods.

Knowingly making a false declaration regarding non-receipt of Goods may constitute fraud and may be reported to the appropriate authorities.

Damaged Goods

Please inspect your order as soon as reasonably possible after delivery.

If the outer packaging appears damaged, please make a note with the driver where possible and take clear photographs before opening the parcel.

If the Goods inside are damaged, please contact us within 48 hours of delivery with photographs and a description of the issue.

Please email sales@egmshop.co.uk or reply to your original order confirmation email.

Reporting damage within 48 hours helps us raise claims with our courier and resolve the issue quickly. This does not affect your statutory rights.

Please retain all original packaging until the issue has been resolved, as the courier or insurer may require it for inspection.

Fitted, Installed or Used Products

Please do not attempt to fit, install, clip together or use any Goods that appear to be damaged.

We may be unable to accept that damage occurred in transit if the product has been fitted, installed, modified, used or handled in a way that may have caused or worsened the damage.

This includes, but is not limited to:

• Foliage panels that have been clipped together or installed.
• Artificial plants that have been used or altered.
• LED signs that have been handled incorrectly or attempted to be fitted.
• Parcels that have been moved, loaded or handled incorrectly after delivery.

LED Signs

LED signs, especially custom or bespoke signs, should be checked within 48 hours of delivery.

Please open the packaging carefully, uncover the sign and inspect it for any visible issues before attempting installation.

Do not fit or install a damaged sign without contacting us first.

If you are going to be away during the expected dispatch or delivery period, please contact us before dispatch and we can delay the shipment where possible.

Missing Items

If your order is fully or partially missing, please contact us within 48 hours of delivery.

Before reporting missing items, please check all packaging thoroughly. Some items may be folded, wrapped or packed inside other items for protection.

For foliage panels, please open and unfold the panels before counting them, as they may be difficult to count while still boxed.

Parcel Marked as Delivered but Not Received

If tracking shows that your parcel has been delivered but you have not received it, please first:

1. Check the courier tracking link.
2. Review the delivery photograph, where available.
3. Check who signed for the parcel, where applicable.
4. Check with neighbours or other people at the property.
5. Check any safe place location selected through the courier.

If the parcel is still missing after these checks, please contact us directly.

We may ask you to complete a signed declaration confirming non-receipt. This allows us to raise an investigation with the courier and, where necessary, share information with insurers, Action Fraud, the Police or other relevant authorities.

The courier may also send a driver to retrace their steps, speak with neighbours or check the delivery location.

We will investigate and report back to you as soon as we reasonably can.

Customer Responsibilities

To help us deliver your order successfully, you are responsible for:

• Providing accurate delivery details.
• Ensuring someone is available to receive the delivery where required.
• Checking your order promptly after delivery.
• Reporting damage or missing items as soon as possible.
• Retaining packaging where damage has occurred.
• Informing us before dispatch if you need a delayed delivery, white label packaging or special delivery instructions.

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

Website: https://www.egmshop.co.uk/contact-us/
Email: sales@egmshop.co.uk

Please include your order name and order number when contacting us so we can identify your shipment quickly.