Shipping policy
Shipping Policy
Effective date: 2 October 2026
At Essenza London, we aim to provide a clear, reliable and straightforward delivery experience. This Shipping Policy explains how orders are processed, dispatched, delivered and tracked.
Essenza London is operated by MATTHEW TIEMAN LLC. The company documentation provided identifies its principal address as 550 Ortega Ave, Mountain View, CA 94040, United States. DOC-20250515-WA0114.
1. Delivery Areas
We currently deliver throughout the United Kingdom, including England, Scotland, Wales and Northern Ireland, subject to carrier availability and any location-specific restrictions.
Delivery to certain remote areas, islands or other locations may require additional transit time.
The availability of delivery to your address will be confirmed during checkout.
2. Delivery Time
Our estimated delivery time is generally:
2–7 business days
Delivery times are calculated from the processing and dispatch of your order and may vary depending on your location, the delivery service used, product availability and circumstances affecting the carrier.
Business days generally exclude Saturdays, Sundays and public holidays.
Delivery estimates are provided in good faith but are not guaranteed delivery dates unless expressly stated otherwise.
Your statutory rights concerning delivery are not affected.
3. Order Processing
After your order has been successfully placed and payment has been authorised, it will enter our order processing system.
During this stage, we may:
- verify payment information;
- perform fraud-prevention or security checks;
- confirm product availability;
- prepare and package the order; and
- arrange collection by the relevant delivery provider.
Orders may not be processed or dispatched on weekends or public holidays.
During periods of exceptionally high demand, promotional campaigns or holidays, processing may take longer than usual.
4. Order Confirmation
After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.
Please review your order information carefully.
If you notice an error in your delivery address or other order details, contact us as soon as possible at:
We will make reasonable efforts to correct the information before dispatch, but we cannot guarantee that changes will be possible once an order has entered fulfilment.
5. Dispatch Confirmation and Tracking
Once your order has been dispatched, you will normally receive a shipping confirmation containing tracking information where tracking is available for the relevant service.
Tracking information may take some time to become active after the parcel has been handed to the delivery provider.
Updates displayed through a tracking service are supplied by the relevant carrier and may not always appear immediately.
6. Delivery Charges
Any applicable delivery charges will be clearly displayed during checkout before you complete your purchase.
Where free delivery is offered, any applicable conditions will be communicated on our website or during checkout.
We will not add undisclosed mandatory delivery charges after an order has been completed.
7. Estimated Delivery Dates
Any delivery date or delivery window displayed on our website, during checkout, in an order confirmation or through tracking information should be treated as an estimate unless expressly stated otherwise.
Factors outside our reasonable control may occasionally affect delivery, including:
- carrier delays;
- severe weather;
- transport disruption;
- unusually high parcel volumes;
- public holidays;
- incorrect or incomplete delivery information; and
- other circumstances outside our reasonable control.
Where a material delay occurs, we will handle the order in accordance with applicable consumer law.
8. Delivery Delays
If your order has not arrived within the expected delivery period, please check your tracking information first.
If there has been no meaningful tracking update or you believe your parcel may be delayed, contact:
Please include your order number so that we can assist you efficiently.
Where appropriate, we may contact the delivery provider or initiate an investigation into the shipment.
9. Lost Parcels
If there is reason to believe that an order has been lost during transit, please contact us.
We may investigate the shipment with the relevant delivery provider before determining the appropriate resolution.
Where an order is confirmed as lost, we will provide the remedy required under applicable consumer law, which may include replacement or refund as appropriate.
Customers are not required to resolve a carrier-related loss directly with the delivery company where responsibility for delivery remains with us under applicable law.
10. Parcels Marked as Delivered
If tracking information indicates that your parcel has been delivered but you cannot locate it, please:
- check around the delivery location;
- check any designated safe place;
- check whether another member of your household accepted the parcel; and
- where appropriate, check with neighbours or building reception.
If you are still unable to locate the parcel, contact us promptly at:
We may open an investigation with the delivery provider and request relevant delivery information before determining the appropriate resolution.
11. Damaged Parcels
Please inspect your order after delivery.
If your parcel or product arrives damaged, contact us as soon as reasonably possible at contact@essenzalondon.uk.
Please include:
- your order number;
- a description of the issue; and
- photographs of the damaged product and/or packaging where reasonably possible.
This information allows us to assess the issue and determine the appropriate remedy.
Nothing in this section limits your statutory rights in relation to damaged, faulty or non-conforming goods.
12. Incorrect Items
If you receive an item that you did not order, please contact us at:
Please provide your order number and details of the incorrect item.
We will provide instructions for resolving the issue and, where appropriate, arrange the correct replacement or another remedy.
You will not be required to bear reasonable return costs for goods sent to you incorrectly where we are responsible for the error.
13. Incorrect or Incomplete Delivery Addresses
Customers are responsible for providing complete and accurate delivery information during checkout.
Please carefully check:
- recipient name;
- house or building number;
- street;
- flat or unit number, where applicable;
- town or city;
- postcode; and
- any other information necessary for successful delivery.
If you notice an error after placing your order, contact us immediately.
We cannot guarantee that an address can be amended after the order has been processed or dispatched.
This provision does not limit any rights or remedies that cannot legally be excluded.
14. Failed Delivery Attempts
Depending on the carrier and delivery service, the delivery provider may:
- attempt redelivery;
- leave the parcel in an authorised safe location;
- deliver it to an appropriate collection point; or
- provide instructions for arranging another delivery.
Please follow the tracking information and instructions supplied by the carrier.
15. Unclaimed or Undeliverable Parcels
A parcel may be returned to us if it cannot be delivered because, for example:
- the address is incomplete or incorrect;
- delivery attempts are unsuccessful;
- the recipient does not collect the parcel within the carrier's collection period; or
- delivery is refused.
If an order is returned to us as undeliverable, please contact customer service.
We will review the circumstances and advise you about the available options, including reshipment or refund where appropriate and in accordance with applicable law.
16. Refused Deliveries
If you no longer want an order, we recommend contacting us rather than relying solely on refusing delivery.
Refusing a parcel does not necessarily replace the formal cancellation or returns process.
Where applicable, please follow the cancellation and return procedures described in our Returns & Refunds Policy.
17. Multiple Shipments
In some circumstances, an order containing multiple items may be delivered in more than one parcel.
If this occurs, parcels may arrive on different dates and may have separate tracking information.
You will not be charged additional delivery fees solely because we choose to divide an order into multiple shipments after purchase.
18. Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate requests made before dispatch.
However, orders may enter processing shortly after they are placed, so we cannot guarantee that a change or cancellation can be completed before dispatch.
If the order has already been dispatched, please follow the applicable procedure in our Returns & Refunds Policy.
19. Customs and Import Charges
Orders delivered within the United Kingdom will be handled according to the taxes, duties and charges applicable to the particular transaction and delivery arrangement.
Where any additional mandatory charge is payable by the customer, this should be disclosed where required before the customer completes the purchase.
We will not intentionally present an undisclosed mandatory charge as part of the delivery process.
20. Delivery Responsibility
For consumer orders, risk in the goods will generally remain with us until the goods come into the physical possession of you or a person identified by you to receive them, subject to applicable law.
Nothing in this Shipping Policy is intended to transfer delivery risk to you earlier than permitted by applicable consumer legislation.
21. Events Outside Our Reasonable Control
Delivery may occasionally be affected by circumstances outside our reasonable control, including severe weather, transport disruption, industrial action, carrier network disruption, natural disasters or other exceptional events.
Where such circumstances occur, we will take reasonable steps to minimise disruption and fulfil our obligations under applicable law.
22. Your Statutory Rights
Nothing in this Shipping Policy excludes, restricts or replaces any mandatory rights you may have under applicable consumer law.
Where UK consumer law applies, we will fulfil our delivery obligations in accordance with those requirements.
Our Returns & Refunds Policy and Terms of Service provide additional information regarding cancellations, returns, refunds and other consumer rights.
23. Contact Us
For questions about delivery, tracking or an existing order, please contact:
Essenza London
Operated by MATTHEW TIEMAN LLC
550 Ortega Ave
Mountain View, CA 94040
United States
Email: contact@essenzalondon.uk
We currently provide customer support by email.