Frequently Asked Questions

EDS Tranquillity Collection – FAQ

Shipping & Delivery

Q1: When will my order be processed?
Orders placed before 2:00 PM (UK time), Monday to Friday, are processed the same day. Orders placed after this time, on weekends, or public holidays will be processed the next business day.

Q2: How long does delivery take?
We offer free delivery across the UK. Delivery typically takes 3-24 business days after dispatch depending on stock levels.

Q3: How can I track my order?
Once your order is shipped, a tracking link will be sent to your email so you can monitor its progress.

Q4: Can I change my shipping address after placing an order?
Yes, contact us at sales@edstranquillitycollection.co.uk within 24 hours of placing your order. Changes cannot be guaranteed after the order is dispatched.

Q5: Can I cancel my order?
Orders can only be cancelled before processing for shipment. Contact us within 24 hours. Once dispatched, cancellation is not possible and returns will follow our Return & Refund Policy.

Q6: Where do you deliver?
Currently, we deliver within the United Kingdom. International shipping is not available.

Q7: What if my order is delayed, lost, or damaged?
Contact our customer support team immediately at sales@edstranquillitycollection.co.uk. We will work with the courier to resolve the issue promptly.

 

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Returns & Refunds

Q8: Can I return an item?
Yes, but only for items that arrive damaged or defective. Inspect your order upon delivery and report any damage immediately.

Q9: How do I return a damaged item?

Report damage within 14 days of receipt.

Provide photos or videos as proof.

Return the item in its original packaging if possible.

After verification, we will offer a replacement or refund.

Q10: Do you offer exchanges?
No. Currently, all purchases are final. Please check product details before ordering.

Q11: What about EU orders?
We currently only sell in the United Kingdom.

Q12: When will I receive my refund?
Refunds are issued within 10 business days of approval. Bank or card processing may take longer. If more than 15 business days pass after approval, contact us.

 

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Payments

Q13: Which currency do you accept?
All prices and payments are in British Pounds Sterling (GBP £).

Q14: Are prices inclusive of VAT?
Yes, all displayed prices include VAT where applicable. No hidden VAT is added at checkout.

Q15: What payment methods are accepted?
We accept:

Accepted Payment Methods

Accepted Payment Methods: Visa, Mastercard, Maestro.
Also Available: Shop Pay, Google Pay

Additional payment options may appear at checkout depending on the customer’s location, device, and eligibility.

Q16: When is payment taken?
Full payment is required at checkout. Orders are processed and shipped only after successful payment authorization.

Q17: How secure is payment?
All payments are processed through secure, encrypted payment gateways. We do not store full card details.

Q18: Are there additional fees?
Your bank or payment provider may charge fees (e.g., international transaction fees), which are outside our control.