Shipping policy

Last updated: September 2026

At E-Scooter Hut, we aim to process and dispatch orders as quickly and efficiently as possible. This policy explains how our processing and dispatch services work, when your order is expected to leave us, and what you can expect once your order has been handed to the courier.

1. Processing & Dispatch Times

Our processing time depends on the delivery service selected at checkout.

Priority Processing

Orders placed using:

  • Priority Processing

  • Overseas Priority Processing

are prioritised within our fulfilment process and are normally processed and prepared for dispatch on the next working day.

Priority Processing means your order is prioritised for processing from our side. It does not guarantee next-day delivery.

Once your order has been handed to the courier, the delivery timeframe is dependent on the courier and destination.

Standard Shipping

Orders placed using:

  • Standard Shipping

  • Overseas Standard Shipping

are normally processed and dispatched within 2 working days.

Once dispatched, the parcel will enter the courier's delivery network and the delivery timeframe will depend on the courier and destination.

2. Processing, Dispatch & Delivery

It is important to distinguish between processing, dispatch and delivery.

Processing is the time it takes for us to prepare your order for dispatch.

Dispatch is when your order is handed to the courier or otherwise leaves the relevant fulfilment location.

Delivery is the time taken by the courier to transport the parcel to your delivery address.

Selecting Priority Processing prioritises the processing of your order. It does not mean that the parcel is guaranteed to arrive the following day.

Where a specific delivery service or guaranteed delivery timeframe is available, this will be clearly stated at checkout.

3. Delivery Estimates

Delivery estimates may vary depending on:

  • your delivery address;

  • the product ordered;

  • the fulfilment location;

  • the courier used;

  • the size and weight of the parcel;

  • weekends and public holidays;

  • customs processing for international orders; and

  • circumstances outside our reasonable control.

Any delivery dates shown on our website, at checkout or within tracking information should be considered estimated unless expressly stated otherwise as guaranteed.

Courier tracking systems may also provide estimated delivery dates before the parcel has been fully processed within their network. These dates can change as the shipment progresses.

4. Tracking Information

Once your order has been dispatched, we will normally send you tracking information by email.

Please check your spam or junk folder if you cannot find your dispatch email.

Tracking information may not become active immediately after dispatch, particularly where the courier has not yet completed its first scan.

If your tracking information does not update immediately, this does not necessarily mean that your parcel has not been dispatched.

If you are concerned about a lack of tracking updates, please contact us and we will be happy to investigate.

5. Working Days

For the purposes of our stated processing and dispatch timeframes, a working day means:

Monday to Friday, excluding UK public holidays.

Orders placed on weekends or public holidays will begin processing on the next working day.

For example, an order placed on a Saturday will normally begin processing on the following Monday, provided Monday is a working day.

6. Courier Services

We use a range of courier services depending on the product, destination, parcel size, weight and fulfilment location.

These may include:

  • Royal Mail

  • DPD

  • FedEx

  • Evri

  • InPost

  • Yodel

  • other suitable delivery providers

We may select or change the courier used where reasonably necessary to fulfil an order.

The courier shown in tracking information may therefore differ from the courier a customer expected to be used, particularly where fulfilment or delivery arrangements change.

7. Delivery to Businesses

If you provide a business address, please ensure that someone is available to receive the delivery during the opening or reception hours provided to the courier.

If a courier attempts delivery outside of the stated opening hours, please contact us and we will do our best to assist with arranging another delivery attempt.

8. Failed Delivery Attempts

Customers are responsible for providing a complete and accurate delivery address.

If a delivery cannot be completed because of an incorrect or incomplete address, refusal of delivery, repeated missed delivery attempts or failure to collect a parcel where collection is required, the delivery may be delayed or returned to the sender.

If you realise that your delivery information is incorrect, please contact us as soon as possible, preferably before the order has been dispatched.

Where additional delivery or return costs arise because information supplied by the customer was incorrect, we may need to take these costs into account where legally permitted.

9. Delayed Deliveries

Although we aim to meet our estimated delivery timeframes, courier delays can occasionally occur.

Delays may be caused by circumstances including:

  • courier network disruption;

  • high parcel volumes;

  • missed or delayed scans;

  • adverse weather;

  • traffic or transport disruption;

  • depot delays;

  • customs processing;

  • operational issues; or

  • other circumstances outside our reasonable control.

If your parcel appears to be delayed, please contact us. We will investigate the tracking and, where appropriate, contact the courier or fulfilment provider on your behalf.

10. Lost or Missing Parcels

If your parcel appears to be lost or has not arrived within the expected timeframe, please contact us.

We may ask you to confirm your delivery address and check:

  • safe places;

  • neighbours;

  • reception areas;

  • parcel storage areas;

  • other members of your household or business; and

  • any delivery instructions provided to the courier.

Where appropriate, we may open an investigation with the courier.

We will work with you to determine the appropriate resolution in accordance with your consumer rights and the circumstances of the delivery.

11. Delivered but Not Received

If tracking states that your parcel has been delivered but you have not received it, please contact us as soon as possible.

We may review the courier's proof of delivery, delivery photograph, GPS information or other available delivery information and raise an investigation where appropriate.

Please do not assume that a parcel is lost simply because the tracking says delivered. In some cases, the parcel may have been left in a safe location, with a neighbour, reception or another person at the delivery address.

12. International Orders

We accept international orders where international delivery is available for the relevant product.

International delivery times may be longer than UK delivery times due to transportation, customs and local delivery arrangements.

Customers outside the UK are responsible for any customs duties, import taxes, VAT, brokerage charges or other local fees that may be legally payable on import, unless we expressly state otherwise.

Customs authorities may also hold or inspect parcels, which can result in additional delays outside our control.

13. International Delivery Restrictions

Some products may have delivery restrictions depending on their size, weight, contents or destination.

Where a particular product cannot be shipped to your chosen destination, we may need to contact you after the order has been placed to discuss the available options.

This may include changing the delivery method, cancelling the affected item or issuing a refund where appropriate.

14. Split Shipments

Where an order contains multiple products, we may sometimes send items in separate parcels.

This can occur where products are:

  • held at different fulfilment locations;

  • supplied by different fulfilment partners;

  • subject to different delivery requirements; or

  • available at different times.

If your order is split into multiple shipments, you may receive separate tracking information and the parcels may arrive at different times.

15. Products with Different Availability

Some products may be available to order even when they are not physically held at our UK warehouse.

Where this applies, an estimated availability or dispatch timeframe may be shown on the relevant product page or during checkout.

These timeframes are estimates and may change due to supplier availability, inbound transportation or other circumstances outside our reasonable control.

If there is a significant change affecting your order, we will aim to keep you informed.

16. Electric Scooters and Large Items

Electric scooters and other large or heavy products may have different fulfilment and delivery arrangements from smaller parts and accessories.

Delivery services may vary depending on the scooter model, stock location, destination and courier requirements.

For some scooters, the stated delivery timeframe may begin from the point at which the scooter is ready for dispatch from the relevant fulfilment location.

Customers should therefore refer to the product page and checkout for the most relevant estimated timeframe for the specific product ordered.

17. Delivery Damage

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible.

Where practical, we recommend taking photographs of:

  • the outer packaging;

  • any visible damage;

  • the shipping label; and

  • the product itself.

Please retain the packaging until we have advised you that it is no longer required.

For electric scooters and other larger products, please do not ride or use the product if you believe it may have been damaged during delivery.

This does not affect your statutory consumer rights.

18. Changes to Delivery Arrangements

We may occasionally need to change the courier, fulfilment location or delivery method used for an order.

This may happen because of stock availability, courier restrictions, parcel size, destination requirements or other operational reasons.

Where a change materially affects your order, we will aim to keep you informed.

19. Events Outside Our Reasonable Control

We cannot be held responsible for delays caused by circumstances outside our reasonable control, including:

  • severe weather;

  • natural disasters;

  • strikes;

  • courier disruption;

  • supplier delays;

  • warehouse disruption;

  • transport disruption;

  • customs delays;

  • government restrictions;

  • major technical failures; or

  • other events that could not reasonably have been prevented.

This does not remove or restrict any statutory consumer rights that apply to your order.

20. Contact Us

If you have any questions about your delivery or are concerned about a delayed or missing parcel, please contact us:

E-Scooter Hut
Email: support@escooterhut.co.uk
Website: https://escooterhut.co.uk

When contacting us about an order, please include your order number wherever possible so that we can investigate the issue as quickly as possible.

We will always do our best to assist with delivery issues and keep you updated where we receive new information.