Shipping policy
SHIPPING POLICY
Eternal Flames Store products are made to order and fulfilled through our print-on-demand production network.
ORDER PROCESSING AND PRODUCTION
Most Eternal Flames merchandise is produced specifically after an order is placed.
Production takes place through our fulfilment partner, Gelato, using a global network of production facilities. Where possible, orders may be produced closer to the delivery destination to reduce shipping distances and delivery times.
Production location may vary depending on product availability, destination, capacity and other fulfilment factors.
Please note that production time and shipping time are separate parts of the order fulfilment process.
SHIPPING DESTINATIONS
We ship to countries and regions that are available for selection during checkout.
Available destinations and shipping options may vary depending on the product and delivery address.
If your country or region cannot be selected at checkout, we are currently unable to ship that order to your location.
SHIPPING COSTS
Shipping charges are calculated according to the delivery destination and the products in your order.
The applicable shipping cost will be displayed during checkout before payment is completed.
For example, UK orders may currently be offered our GB Flat Rate shipping option. Shipping rates for other destinations vary by region.
Shipping prices may change in the future as fulfilment and carrier costs change.
DELIVERY ESTIMATES
Estimated delivery dates shown during checkout or after an order has been placed are estimates and are not guaranteed delivery dates.
Delivery time can be affected by:
• production time
• destination country
• product availability
• carrier delays
• weekends and public holidays
• customs procedures
• severe weather or other circumstances outside our reasonable control
We aim to deliver orders within the estimated delivery period shown for your order.
Where consumer law applies, we will also comply with any statutory delivery deadlines and rights available to you.
TRACKING
Tracking information will be provided when tracking is available for the shipping method used.
Once your order has been dispatched, you may receive a shipping confirmation containing a tracking link.
Please allow some time for tracking information to become active after dispatch.
MULTIPLE PACKAGES
Products in the same order may occasionally be produced at different facilities.
As a result, an order containing multiple products may arrive in more than one package and packages may be delivered on different dates.
You will not be charged additional shipping simply because we need to split an order for fulfilment purposes unless otherwise clearly stated before purchase.
CUSTOMS, IMPORT DUTIES AND TAXES
Where possible, products are produced closer to the delivery destination. However, international shipping may sometimes be required.
Depending on the destination country and applicable local regulations, customs duties, import taxes or other charges may apply.
Any applicable duties or taxes that are not collected during checkout may be payable by the recipient upon import.
Eternal Flames Store is not responsible for delays caused by customs authorities.
INCORRECT OR INCOMPLETE ADDRESSES
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please review your address carefully before completing checkout.
If you notice an error after placing your order, contact us immediately at:
contact@eternalflames.co.uk
We will try to correct the address where possible, but changes cannot be guaranteed once production or shipping has begun.
Additional costs caused by an incorrect or incomplete address provided by the customer may be the customer's responsibility where permitted by law.
DELAYED ORDERS
If your order has not arrived by the estimated delivery date, please first check any available tracking information.
Carrier delays can occasionally occur after an order has been dispatched.
If there has been no meaningful tracking update or the order appears significantly delayed, contact us at:
contact@eternalflames.co.uk
Please include your order number so that we can investigate the shipment.
LOST ORDERS
If tracking indicates that an order may have been lost in transit, please contact us.
We will investigate the shipment with our fulfilment partner and carrier and, where appropriate, arrange a replacement or refund.
Nothing in this section affects your statutory consumer rights.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If an order arrives damaged, defective, misprinted or incorrect, please contact us as soon as possible at:
contact@eternalflames.co.uk
Include your order number and clear photographs of the product and packaging where possible.
Please also refer to our Return and Refund Policy for further information.
UK AND EU CONSUMER RIGHTS
Nothing in this Shipping Policy limits any rights you may have under applicable consumer law.
Unless another delivery period has been agreed with the customer, applicable UK and EU consumer rules generally require goods ordered at a distance to be delivered within 30 days.
If an order cannot be delivered within the applicable period, you may have additional statutory rights, including the right to set an additional reasonable deadline and, in certain circumstances, cancel the contract.
CONTACT
If you have any questions regarding shipping or delivery, please contact:
Eternal Flames Store
Email: contact@eternalflames.co.uk
Website: https://shop.eternalflames.co.uk