Delivery and returns
How delivery will work for orders placed with Evra, and how to send something back.
Draft, to be reviewed by a solicitor before launch. Text in square brackets is a placeholder for details Evra has not confirmed yet.
Last updated:
Our checkout is not open yet. Nothing can be ordered from Evra at the moment. This page explains how delivery and returns will work once it opens.
At a glance
- Delivery
- Free UK delivery on orders over £30 [PLACEHOLDER: confirm the £30 free delivery threshold]. [PLACEHOLDER: delivery charge for orders up to £30]
- Changing your mind
- You can cancel most orders within 14 days of delivery, without giving a reason. This is your legal right.
- Refunds
- Within 14 days of us getting the item back, or of you showing us proof that you sent it, whichever is sooner.
- Faulty or wrong items
- Tell us and we will put it right, at no cost to you.
- Bought from a brand
- If you used a "Buy from brand" button, the brand handles your delivery and returns.
Delivery
Where we deliver
[PLACEHOLDER: where Evra delivers, for example the whole UK or mainland Great Britain only, and any areas it does not deliver to or charges more for, such as Northern Ireland, the Scottish Highlands and islands, the Isle of Man and the Channel Islands]
If we cannot deliver to your address, we will tell you at the start of checkout, before you order.
Delivery options and charges
| Option | Cost |
|---|---|
| Standard delivery, orders over £30 | Free [PLACEHOLDER: confirm the £30 free delivery threshold] |
| Standard delivery, orders up to £30 | [PLACEHOLDER: delivery charge] |
| [PLACEHOLDER: any faster delivery option, or remove this row] | [PLACEHOLDER: delivery charge] |
Your basket shows the delivery charge before you go to checkout. The total at checkout includes delivery, so you see the full cost before you pay.
Delivery times
[PLACEHOLDER: how long delivery takes in working days, any daily order cut-off time, and whether there are weekend deliveries]
Unless we agree a different date with you, we will deliver within 30 days of accepting your order. If we cannot meet the date we gave you, we will tell you as soon as we can.
Tracking and missed deliveries
[PLACEHOLDER: which delivery company Evra uses, whether orders can be tracked, and what happens if nobody is in]
If your parcel is late, damaged or incomplete
Your order is our responsibility until it reaches you. If it is late, arrives damaged or has something missing, please email [PLACEHOLDER: contact email] as soon as you can, and we will put it right. See faulty, damaged or wrong items.
Returns
Changed your mind? You can cancel most orders and send the items back. You have 14 days from the day after your order arrives, and you do not need to give a reason. This is your legal right.
Returns in three steps
- Tell us within 14 days. Email [PLACEHOLDER: contact email] to say you want to cancel, with your order number and the items you are sending back. A short message is enough. You do not need to fill in a form.
- Send the items back within 14 days of telling us. Pack them securely and post them to [PLACEHOLDER: returns address]. Keep your proof of postage.
- Get your refund. We refund you within 14 days of getting the items back, or of you showing us proof that you sent them, if that is sooner. The money goes back the way you paid.
Return postage
[PLACEHOLDER: who pays return postage when you change your mind. If the customer pays, say so here and before they order. If Evra pays, say how, for example with a free returns label]
If an item is faulty, damaged or not what you ordered, we pay the cost of sending it back.
Opened toiletries
Some products, such as deodorant, body wash or baby wash, come sealed for hygiene reasons. If you open the seal after delivery, you cannot return the product because you changed your mind. If the seal is unbroken, you can return it as normal. The product page will tell you if a product has a seal like this. [PLACEHOLDER: add this note to affected product pages before checkout opens]
[PLACEHOLDER: if Evra sells any food that goes off quickly, say here that it cannot be returned if you change your mind. Otherwise remove this line]
This only affects changing your mind. If a product is faulty, you can return it even if you have opened it.
Good to know
- You can return your whole order or just some of the items.
- You can also cancel before your order arrives. We refund you within 14 days of you telling us.
- You can open the box and look at an item, as you could in a shop. If an item has been used or handled more than that, and is worth less as a result, we may take the difference off your refund.
- You can use the model cancellation form below if you like, but you do not have to.
The full details are in our terms of sale.
Refunds
| If | Your refund |
|---|---|
| You cancel before we send your order | Everything you paid, within 14 days of you telling us. |
| You change your mind after delivery | The price of the items you return, plus standard delivery if you return the whole order. We pay it within 14 days of getting the items back, or of you showing us proof that you sent them, if that is sooner. |
| An item is faulty, damaged or wrong | The price of the item, within 14 days of us agreeing you are due a refund. We also pay the cost of sending it back. |
We refund you using the payment method you used, unless you agree to something else. There is no fee for a refund. Your bank or card provider may take a little longer to show the money in your account.
Faulty, damaged or wrong items
If something arrives damaged, develops a fault, or is not what you ordered, please tell us as soon as you can. Email [PLACEHOLDER: contact email] with your order number and what is wrong. A photo helps, but you do not have to send one.
We will arrange for the item to come back to us at our cost. [PLACEHOLDER: how faulty items come back to Evra, for example a prepaid returns label or a collection] Then, under the Consumer Rights Act 2015:
- within 30 days of delivery, you can reject the item and get a full refund;
- after 30 days, or sooner if you prefer, you can ask for a repair or a replacement;
- if a repair or replacement is not possible or does not fix the problem, you can ask for a price reduction or a refund.
For items that are not expected to last 30 days, such as some foods, the first period can be shorter. These rights apply even if you have opened the item. Our terms of sale explain them in full.
If you think a product is unsafe, stop using it and tell us straight away.
Model cancellation form
You can use this form to cancel your order, but you do not have to. To use it, copy the text into an email or a letter, fill in your details, delete the options marked [*] that do not apply, and send it to us.
To [PLACEHOLDER: legal name of the business], [PLACEHOLDER: registered or geographic business address], [PLACEHOLDER: contact email]:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
This is the model form from Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Products bought from a brand
Some products on Evra have a "Buy from brand" button instead of "Add to basket". The brand sells these on its own website. Evra is not the seller.
If you bought a product that way:
- the brand delivers it, and handles any cancellations, returns and refunds under its own terms;
- your consumer rights are with the brand, because the brand is the seller;
- please contact the brand directly. Its details are on its website and in your order confirmation.
We cannot process returns or refunds for these orders. If you think there is a problem with the product itself, please tell us as well, so we can look into it.
Questions
For any question about delivery or returns, email [PLACEHOLDER: contact email] or use our contact page. If something has gone wrong, you can also make a complaint.