Delivery and Returns


Delivery

Times

We aim to dispatch all standard delivery orders within 2 - 3 working days of receipt, but please allow longer during busy times.

All standard delivery orders are sent by UK 2nd class post.

  • To arrange Express Delivery please telephone 01227 811646
  • If you have any query regarding your order or you have not received your goods within 14 working days of placing your order, please call Customer Services.

Costs

  • Standard delivery is £3.99 on orders to UK addresses (including Isle of Wight, Isle of Man and Channel Islands)

  • Next Day UK Delivery is available at a cost of £5.50 (for orders placed by telephone before Midday) - to arrange this please call 01227 811646

  • You will receive FREE UK delivery on your whole order when it contains any of our Alternative Gifts and/or The Olive Tree Project.
    We reserve the right to withdraw this offer at any time.

  • International delivery: Due to the new trading regulations following Brexit, we are unable to accept any orders for delivery outside the United Kingdom at the present time. We apologise for any inconvenience caused.

    Our Customer Service Team can be contacted on 01227 811645 
    (8.30am-5pm Mon-Fri).

    Returns Policy

    We hope you will be delighted with your order, but if for any reason you are not, we will offer a replacement or refund within 30 days of purchase.

    Returning unwanted items

    • We have a 30-day no quibble return policy.
    • Please contact Customer Services within 30 days of purchase
    • If more than 30 days have elapsed since your purchase, unfortunately, a refund or exchange will not be possible.
    • The item you are returning must be unused, in fully resalable condition and in original, undamaged packaging.

    It is not possible to return the following items for a refund:

    • Perishable goods such as food.
    • Earrings, for hygiene reasons.
    • Alternative Gifts, since the full cost of the purchase is treated as a charitable donation.
    • E-gifts or E-cards.
    • Digital downloads.
    • Personalised items (e.g. overprinted cards).
    • Any item purchased at a sale or special offer price.

    There are certain situations where only partial refunds are granted: 

    • Books with obvious signs of use
    • A CD or DVD that has been opened
    • Any item that is not returned in a saleable condition
    • Items that are damaged or missing parts for reasons not due to our error

    To complete your return, we require a receipt or proof of purchase.
    Please do not send your purchase back to the manufacturer.

    When returning a product, please package it carefully and send to: 

    Embrace the Middle East Trading
    Appledown House
    Barton Business Park
    New Dover Road
    Canterbury
    CT1 3TE

    You are responsible for any postage costs associated with returning your unwanted item.
    If you are shipping an item over £20, we recommend that you should consider using a trackable postage service or purchasing insurance. We cannot guarantee successful receipt of your returned item.

    Refunds

    Once your return is received, we will confirm receipt with you by email. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit automatically applied to your original method of payment, within 30 days. 

    Late or missing refunds 

    Steps you can take if you have not yet received your refund and 30 days have elapsed:

    • Check your bank account again.
    • Contact your payment card company, it can take time before your refund is officially posted.
    • Contact your bank. There is often some processing time before a refund is posted.

    If you have done this and have still not received your refund, please contact Customer Services.

    Damaged or faulty items

    We carefully select high quality products and our warehouse team ensure that they are well packaged, with the aim that they will reach you in perfect condition. Unfortunately, on occasion, some items arrive damaged or are part of a faulty batch.  We apologise if this has been your experience.
    If you have received a faulty or damaged item in your order, we will exchange it for a new item of equal or higher value or we can offer a refund if you prefer. Please contact our Customer Service Team on 01227 811645 - they will make arrangements to receive your return at our warehouse and to dispatch your replacement to you as soon as possible. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
    If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the initial postage charges and cover the cost of returning it to us.

    Our Customer Service Team can be contacted on 01227 811645 
    (8.30am-5pm Mon-Fri).