FAQ

*Please note that due to ongoing labor negotiations, Royal Mail is suffering delays. Please expect longer than usual shipping timelines.*

 

IS THE CUSTOMER CONTACT CENTER OPEN DURING THE HOLIDAYS?

 

 

COVID-19 | CAN I PLACE AN ORDER? WILL THE PACKAGE BE DELIVERED?

Yes. However, please keep in mind that we have made adjustments in our supply chain operations due to the COVID-19 pandemic and our efforts to ensure the safety of our teams. This has resulted in some delivery and processing delays beyond our normal timeframes. We may also have more items out of stock or with low inventory. During this unprecedented time, customs in many countries is taking longer than normal to process orders going into the designated country. International orders are taking up to a month or more to be delivered.

 

HOW DO I CANCEL OR CHANGE MY ORDER AFTER IT IS PLACED?

Once your order is placed, it immediately begins processing and normally cannot be cancelled or changed. If you wish to request a change or cancellation, please contact our customer service department by email at 

customerservices@evelom.com.

WHY WAS MY ORDER MODIFIED?

EVE LOM reserves the right to modify or cancel any orders.

 

THE ITEM(S) ARRIVED DAMAGED/DEFECTIVE. WHAT SHOULD I DO? 

When your EVELOM.CO.UK order arrives, please inspect the package for any damage or defects. It is normal for the shipping package to show some wear, however, if you think a product in your shipment is damaged or defective, please contact us immediately at customerservices@evelom.com. Please provide your order number along with your email address and images of the damaged/defective item for the fastest service.

To ensure prompt resolution, please keep the original shipping package and the damaged or defective product for inspection. After examining the product, if we confirm that it is damaged or defective, we will provide you with instructions for returning the damaged or defective product to us. Refunds and exchanges are subject to company approval.

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept PayPal, Shop Pay, Afterpay, Google Pay and the following credit cards: Visa, MasterCard, American Express, and Discover. We also accept debit cards with a Visa or MasterCard logo.

 

WHEN WILL I BE CHARGED? 

Payment is authorised and charged as soon as your order is placed and processed.

. 

IS UK VAT INCLUDED IN THE PRICE?

All prices include VAT. The total for your order is confirmed at checkout before you proceed to pay and complete your order. Once your parcel arrives in its destination country, EVE LOM is not responsible for any local taxes, duties, and charges that may be added.

Please be aware that deliveries outside of the UK may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies. Import duty or formal customs entry may apply to all products purchased from EVE LOM. We are unable to offer any assistance or advice if either issue arises.

 

WHERE DO YOU SHIP/DELIVER?

We offer delivery all over the world except to the United States, Canada, and Mexico. If you want to deliver to those countries, please visit our U.S. site.

 

DO YOU DELIVER TO PO BOXES?

We are unable to deliver to PO Box addresses.

 

HOW CAN I TRACK MY ORDER? 

Upon checkout, an email will be sent to you to confirm your order. Once your order has shipped, you will receive an additional email with a tracking number.

To track the status of your shipment, click on the tracking number directly from your email or by logging into your account and selecting order history. From there, you can also see if the order is awaiting fulfillment or has shipped. 

 

MY ORDER NEVER ARRIVED. WHAT'S NEXT? 

If you do not receive your order by the estimated time of delivery, please contact our Customer Service Department at customerservices@evelom.com.

HOW CAN I GET PRODUCT SAMPLES?

Samples are available at checkout on www.EVELOM.co.uk. Two samples can be selected with each order. However, we currently do not mail out samples by request.

ARE PRODUCTS AND SERVICES FOR PERSONAL USE?

The products and services available on the site, and any samples thereof we may provide to you, are for personal use only. You may not sell or resell any of the products or services, or samples thereof, you purchase or otherwise receive from us. We reserve the right, with or without notice, to cancel or reduce the quantity of any order to be filled or products or services to be provided to you that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.

 

MY ORDER IS A GIFT. HOW DO I GET IT GIFT WRAPPED?

Unfortunately, we currently do not offer gift wrapping. If or when we do, we will be sure to let you know.

 

HOW DO I START A RETURN?

If you wish to cancel your order and seek a refund, please refer to your cancellation rights in our Terms  and Conditions.

We are happy to offer a refund or exchange on new, unopened goods returned to us within 30 days of receiving your order. If you wish to return your product on receipt for any reason please refer to our Returns Policy.

 

DO YOU ACCEPT RETURNS BY AUTHORISED RETAILERS?

At this time, we do not accept returns of products that were purchased from our retail partners. 

 

WHY WAS MY RETURN DENIED?

Please note that we reserve the right to refuse or limit refunds if we determine our refund policy is being abused.

 

HOW DO I GET MY REFUND REDIRECTED TO A DIFFERENT ACCOUNT?

Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.