SHIPPING FAQS
How long will my order take to arrive?
My Order: the delivery time or your order depends on the production time of the items you have purchased and any personalisations you may have requested. Delivery guide is indicated on the product information and you will be contacted as soon as you place your order with you delivery date.
what if I need my item for a specific date?
Please contact client care for assistance and we will always do whatever we can to help reach your date. Almost all our items are made on order but we encourage you to contact us. customercare@epokwoman.com
How long does to take to ship?
Shipping :All orders have an estimated delivery of 2-4 working days from when the order is dispatched. E P O K will track the order for you and Tracking is shared once your order is on route to your door.
Where do you ship?
We ship globally to these countries
Where is my order shipped from?
All orders are shipped from the UK
Are duties and tax included in the price or do I have to pay these on delivery?
Duties and Taxes are included in the price, therefore no additional fees are required. If DHL or UPS requests further payment, please contact client services at
customercare@epokwoman.com
What courier companies do you use?
We Express Ship + 'Signed For' all packages UK and International. UPS DHL for all International and US orders. Parcelforce and royal mail are available in the UK
What do I do if my order is stuck in customs?
E P O K team tracks all your orders to your door. We will handle any local issue for you whenever possible. For any ID requirements in your local country , local customs will contact you on the details you provide us. All International orders undergo a local customs clearance event. Please note this is a DHL/UPS process.
Will I be charged extra for international shipments?
Duties and Taxes are included in the online price you see at checkout, therefore no additional fees are required. If DHL or UPS requests further payment, please contact client services at
customercare@epokwoman.com
SHIPPING & RETURNS
The prices on our website are considered ‘international pricing’ and most shipping is complimentary
WE OFFER COMPLIMENTARY SHIPPING DELIVERED with DUTY PAID TO MANY COUNTRIES worldwide — IF YOUR COUNTRY DOES NOT APPEAR AT THE CHECKOUT SIMPLY CONTACT US FOR SHIPPING ASSISTANCE
IF YOUR COUNTRY DOES NOT APPEAR ON THIS LIST YOU MAY BE CONSIDERED A DDU (DELIVERED DUTY UNPAID)
THIS MEANS THAT WE SHIP THE ITEM TO YOU AND YOU ARE RESPONSIBLE FOR THE LOCAL TARIFFS AND TAXES THE SHIPMENT MAY INCURR IN YOUR COUNTRY, WE ARE UNABLE TO ADVISE YOU OF WHAT THESE ARE AS THEY VARY COUNTRY TO COUNTRY, WE KINDLY SUGGEST YOU CONTACT YOUR LOCAL CUSTOMS AND EXCISE OFFICE
ORDER PROCESSING
E P O K makes every item for you by hand on a 'Made to Order/ MADE ON DEMAND' basis.
Orders will usually be made and dispatched within 10-15 business days unless stated otherwise. If you require an item sooner for a special event please don't hesitate to contact customercare@epokwoman.com and we will endeavour to accelerate the item for you.
You will receive a shipping confirmation email OR TEXT as soon as your order leaves our London Studio
SHIPPING - ALL ORDERS RECEIVE COMPLIMENTARY EXPRESS WORLDWIDE shipping. Duties are included in the purchase price for all DDP countries -
TAXES & DUTIES
E P O K has international pricing. Most countries for example , USA, SAudi arabia, qatar, uae are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties ware already ncluded in the product price
There is a list of countries DDP countries at the end of this page, if you are unsure about your particular country please contact customercare@epokwoman.com
If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are inclusive of shipping carriage but exclusive of all local taxes and duties.
As the recipient in a ddl country you are liable for all import duties, customs and local sales taxes levied by the country you are in. payment of these is necessary to release your order from customs on arrival. we are unable to advise the amount as this is set by your individual country.
ORDER TRACKING
Once your order has been shipped we will keep track your order to ensure you have received it and contact you if there are any delays or issues in transit.
CHANGE SHIPPING DESTINATION
Please contact us as soon as possible prior to dispatch is you need to change the destination of your shipment will always do our best to assist. for assistance please contact customercare@epokwoman.com
SIGNING FOR DELIVERIES
All orders require a signature upon delivery. However, a family member or colleague may sign on your behalf. If you will not be available to accept delivery, consider shipping to your workplace. Alternatively a notice will be left notifying you of alternate delivery or pick-up arrangements and please ensure you provide the best phone number for the delivery personal to contact you on should they need. We Currently Ship all orders by DHL or UPS
RETURNS POLICY
We hope you love your E P O K order but, if for any reason you don't, please let us know. You may return, exchange any item within 14days of purchase. Items that have been modified or made to your specific measurements, colours or modification requests or a 'Special Order' can not be returned.
If your item is a 'Pre-order' you may cancel the order within 48hrs or Return within 14 days of receipt Returned items must be unworn, unused, unwashed with all original tags attached
You are responsible for the cost of returning items to us in original condition.
All items are quality controlled and checked for any faults before they are dispatched to customers. Returns that are damaged, show signs of wear or do not have their original tags attached may not be accepted and may be sent back to the customer
RETURN FREIGHT
You are responsible for the cost of returning items, we will provide you with the return shipping details and the return shipping amount will simply be deducted from your refund.
However if you wish to exchange your item instead then E P O K will cover the cost of the exchange and the shipping of the new item back to you.
HOW TO RETURN
email customercare@epokwoman.com
You must include your order number and advise the styles you seek to return and if you require an exchange or return. Once the item has been received and check by us we will issue you the return payment for the item to the original card payment method, we process your returns within 48hrs of receiving your goods, your bank will then process the return to your account and this time may vary bank to bank. Any questions please don't hesitate to email us at customercare@epokwoman.com
FAULTY ITEMS
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect please immediately contact us at customercare@epokwoman.com with a brief description and a photo showing the defect/fault.
Goods are classified as faulty if they are received damaged, or where a manufacturing error occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
INCORRECT ITEMS
If you have received an item different to the one you ordered, we will correct it for you, please contact customercare@epokwoman.com