Shipping policy

We know you want your order as quickly as possible. Our team works to process every Enetura order promptly and partners with international delivery networks to get your order to you safely.

Order Processing

Orders are normally processed within 24 to 48 hours after they are placed.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information where available.

Orders placed during weekends, public holidays or particularly busy periods may require additional processing time.

Estimated Delivery Times

 

Delivery estimates begin once your order has been dispatched and do not include processing time.

These timeframes are estimates rather than guaranteed delivery dates. Customs processing, carrier delays, severe weather, public holidays and other circumstances outside our control can occasionally cause deliveries to take longer.

Tracking Your Order

Where tracking is available, you will receive your tracking details by email after your order has been dispatched.

Please allow 24 to 72 hours for tracking information to begin updating after you receive your dispatch confirmation.

It is normal for tracking to remain unchanged for short periods while an order moves between international shipping facilities.

Where Do We Ship?

Enetura ships to customers across the UK, USA, Australia, Canada, New Zealand, Europe and many other destinations worldwide.

Shipping availability and any applicable charges will be shown at checkout before you complete your purchase.

International Orders

Orders may be fulfilled through our international fulfilment network depending on your location and product availability.

As a result, your parcel may travel internationally before reaching you.

Where applicable, customs duties, import taxes or other charges imposed by your local authorities are the responsibility of the customer unless they were expressly collected by Enetura during checkout.

Multiple Item Orders

In some cases, products from the same order may be fulfilled separately.

This means you may receive more than one parcel or tracking number. If one item arrives before another, this does not necessarily mean the remainder of your order is missing.

Incorrect Shipping Addresses

Please check your delivery details carefully before completing your order.

If you notice an error, contact us as soon as possible. We will make every reasonable effort to update your address before fulfilment begins, but we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

Enetura cannot be held responsible for delivery problems caused by an incorrect or incomplete address supplied during checkout, except where required by applicable law.

Orders Marked as Delivered

If your tracking shows your parcel as delivered but you cannot locate it, please first check around your property, any designated safe place and with other members of your household or neighbours where appropriate.

If you are still unable to locate the parcel, contact us and we will help investigate the delivery with the carrier.

A replacement or refund is not automatically issued solely because a customer cannot locate a parcel showing as delivered. Each case will be reviewed using the available tracking and delivery information, subject to your statutory rights.

Delayed Orders

Most orders arrive within the estimated timeframe, but occasional delays can occur.

If your order has not arrived within the expected delivery window, please check your tracking information first. If there has been no meaningful tracking update for an extended period, contact our support team with your order number.

We will investigate the shipment and help determine the appropriate next step.

Lost Parcels

If a parcel is confirmed as lost in transit, we will work with you to provide an appropriate resolution in accordance with the circumstances and applicable consumer law.

Please contact us before opening a payment dispute so that we have an opportunity to investigate and resolve the issue directly.

Refused or Unclaimed Deliveries

Customers are responsible for accepting or collecting their orders where required.

If a parcel is returned because delivery was refused, the parcel was not collected, or the carrier could not complete delivery due to circumstances attributable to the recipient, additional shipping costs may apply where permitted by law.

Any refund available after the parcel is returned to us will be handled in accordance with our Returns & Refund Policy.