Shipping policy
Shipping Policy
Processing time
Every order is processed within 1 to 3 business days of being placed. During drop launches or high-volume periods, processing may take up to one additional day. You will receive a confirmation email as soon as your order is placed, and a second email with tracking as soon as it ships. Orders are processed Monday to Friday, excluding public holidays.
Delivery time
Once shipped, delivery takes 5 to 10 business days depending on your location. As a guide:
- United Kingdom: 5 to 8 business days
- Europe: 5 to 10 business days
- United States and Canada: 6 to 10 business days
Total time from order to door is typically 6 to 13 business days. These are estimates, not guarantees; carriers occasionally run behind during peak periods.
Shipping costs
Shipping is calculated at checkout. Orders over £150 ship free. All prices shown at checkout are final for your destination.
Taxes and duties
For orders within the UK and EU, applicable VAT is included in the price you pay at checkout, with no additional charges on delivery. For other destinations, any import duties or local taxes that may apply are the responsibility of the customer. We declare all shipments accurately and cannot mark orders as gifts.
Tracking
Every order ships with tracking. Your tracking link is emailed the moment the parcel is on its way and updates as it moves. Please allow 24 to 48 hours after the shipping email for the first tracking scan to appear.
Address changes and cancellations
We can change an address or cancel an order only before it enters processing. If you spot a mistake, contact us immediately at [your support email] with your order number. Once an order has shipped, we are unable to redirect it.
Delays
If your order has not arrived within 15 business days of shipping, contact us and we will investigate with the carrier. Occasionally customs inspections or carrier volume can add a few days; we will always help you track a parcel down.
Failed deliveries and incorrect addresses
Please double-check your address at checkout. If a parcel is returned to us due to an incorrect or incomplete address, or because it went unclaimed, we will offer reshipment at the cost of a new shipping fee. Refunds for returned-to-sender parcels exclude the original shipping cost.
Lost or stolen parcels
If tracking shows delivered but you have not received your parcel, check with neighbours and your local collection point first, then contact us within 7 days. We will work with the carrier to resolve it.
Split shipments
Orders with multiple items may occasionally arrive in separate parcels. You will receive tracking for each. You are never charged extra when this happens.
Questions
Email us at support@greyember.com and we will get back to you within 24 hours on business days.