DELIVERY INFORMATION

Once your order has been dispatched, we'll email you with the available tracking details. Depending on the item, destination and delivery service, your order may be sent by a local courier, an international carrier or a specialist delivery partner.

Please make sure the email address, telephone number and delivery address supplied with your order are correct. The carrier may need to contact you about delivery arrangements.

If you haven't received a dispatch email when expected, please check your inbox and junk or spam folder before contacting us.

We deliver to most countries and regions worldwide. The delivery options available for your address will be shown at checkout. If your destination isn't accepted automatically, please contact us and we'll check what we can offer.

Products held closer to your delivery address can usually be processed and delivered more quickly:

• UK: selected products are held at our UK fulfilment centre.
• US: selected products are held at our East Coast centre in Baltimore, Maryland, or our West Coast centre in Santa Fe Springs, California.
• Europe: selected products are held at our German fulfilment centre.
• Canada: selected products are held at our Canadian fulfilment centre.

Stock location varies by product and may change according to availability.

Free standard delivery is available to more than 98% of the destinations we serve worldwide.

A small number of remote addresses or orders requiring a specialist service may carry an additional charge. Where possible, this will be shown at checkout. If we need to confirm the cost separately, we'll contact you before finalising or dispatching your order.

The final delivery charge may depend on the item's size and weight, the number of items ordered, the destination and the service selected.

Processing time is the time needed to prepare your order before dispatch. Delivery time begins once the parcel has been handed to the carrier.

These timings are estimates rather than guaranteed delivery dates. Stock availability, bespoke production, customs clearance, busy periods, weather and carrier delays may all affect delivery.

We recommend waiting until your order has arrived and you have checked all items before booking an electrician or installer.

Express delivery is available for selected products and destinations. Prices usually start at £9, although the final cost depends on the size and weight of the products, the quantity ordered, the destination and how quickly you need them.

The exact charge will be shown at checkout before payment or confirmed with you in advance.

Express delivery charges are normally non-refundable once an order has been dispatched, as the service will already have been booked and paid for. If we're unable to provide the express service you paid for, please contact us and we'll review the delivery charge with you.

A small number of heavy, oversized or particularly fragile products may need to be sent using a specialist courier or delivery service.

An additional charge may apply depending on the product, quantity, destination and access requirements. Where possible, this will be shown at checkout. Otherwise, we'll contact you before finalising or dispatching the order.

Please let us know before ordering if the delivery address has restricted access or if there is anything the carrier should be aware of.

Express delivery charges cover the delivery service only and do not include customs duty or import tax.

Express delivery fees do not include customs duty, import tax or local customs-handling charges. These costs are normally payable by the customer. If an unexpected charge arises, please contact our Customer Service team before paying where possible. We’ll review the details and confirm whether AtEase can contribute towards part of the cost on a case-by-case basis.

If an unexpected charge arises, please contact our Customer Service team before paying where possible. We’ll review the details and confirm whether AtEase can contribute towards part of the cost on a case-by-case basis.

If different customs or tax information is shown at checkout, the checkout information will take priority.

You can track your parcel through our Track Your Order page, through the carrier's own website or at 17TRACK.

Larger orders may be divided into several parcels to keep individual products safe in transit. These parcels may have different tracking numbers and may arrive on different days.

For made-to-order products sent from China by sea, tracking will usually begin updating three to four weeks after the order is placed, once the shipment has cleared customs and entered the local delivery network.

If tracking hasn't updated for an extended period or you would like a more detailed update, please contact us with your order number.

We do our best to keep stock information and delivery estimates up to date, but availability can occasionally change after an order has been placed.

If this happens, we'll contact you as soon as we can with an updated estimate and talk you through the available options. Depending on the order, these may include waiting for the item, choosing an alternative or receiving a refund.

If an order is taking noticeably longer than expected, please contact us. We'll check the latest information with the warehouse or carrier and help find a suitable solution. We do not offer a fixed level of compensation for delivery delays, as each order and delivery situation is different.

Please check your order as soon as it arrives. If you notice any transit damage, contact us within seven days where possible and include:

• Your order number
• Clear photographs of the product
• Photographs of the outer and inner packaging
• Details of anything missing or incorrect

If we confirm that an item was damaged in transit, is missing or does not match your order, we'll normally arrange replacement parts, a replacement product or the correct item at no extra cost.

If you would prefer to return the order, please contact us before sending anything back. The available arrangements and any applicable costs are explained in our Refund & Return Policy.

Please check your delivery address carefully before placing your order. Contact us as soon as possible if anything needs to be changed, although amendments cannot always be guaranteed once processing or dispatch has begun.

If an order cannot be delivered because the address supplied is incorrect or incomplete, additional delivery, storage or return charges may apply.

Please do not refuse delivery unless Customer Service has advised you to do so. An unapproved refusal may result in additional carrier, storage or return costs and may delay any refund.

If tracking shows that a parcel has been delivered but you haven't received it, or if it has been returned to the sender, please contact us straight away so we can investigate with the carrier.

For delivery questions, tracking help or a confirmed shipping quotation, email support@ateasehomelife.co.uk.

Our customer service hours are 9:00-18:00. Replies may take a little longer at weekends and on public holidays. Thank you for your patience, and please check your inbox and junk or spam folder after emailing us.

Contact Customer Service