Shipping Policy
EKOME CARE LTD — SHIPPING & DELIVERY POLICY
Last updated: 14 September 2026
This Shipping & Delivery Policy explains how Ekome Care Ltd processes, dispatches and delivers orders placed through ekomecare.com.
Ekome Care operates a multi-location fulfilment model, with products potentially supplied from our United Kingdom stock or our Ghana fulfilment location.
The delivery options, charges and estimated delivery periods applicable to your order will be displayed before you complete your purchase where applicable.
This policy should be read together with our Terms & Conditions and Returns & Refund Policy.
1. Where We Ship From
Ekome Care currently operates from two principal fulfilment locations:
United Kingdom — for products held in our UK inventory.
Ghana — for products held in our West African inventory or supplied through our Ghana fulfilment operations.
The fulfilment location may vary according to product availability.
Where reasonably practicable, we will provide information before purchase where fulfilment from Ghana materially affects the delivery period, delivery cost or potential import arrangements.
2. UK Delivery
Products held in the United Kingdom will normally be dispatched using the delivery services available for the customer's location.
Standard UK delivery: [CONFIRM DELIVERY ESTIMATE]
Express UK delivery: [ADD WHEN AVAILABLE]
UK delivery charge: The applicable charge will be displayed before you place your order.
[Inference] I recommend that we don't publish a fixed delivery period until you've selected the UK courier and established realistic dispatch/arrival performance.
Once you choose Royal Mail, DPD, Evri or another provider, we can replace the placeholder with something such as “2–4 working days after dispatch” if that is actually supported by the service you've selected.
3. Products Fulfilled From Ghana
Certain products may be fulfilled from our location in Ghana.
These orders will generally take longer to reach UK customers than products held in our UK inventory.
Estimated Ghana-to-UK delivery: [CONFIRM ACTUAL DELIVERY RANGE]
Your existing policy says up to 30 days. I would not automatically carry that into the new policy until we've established your actual carrier.
Where a longer delivery period applies to a Ghana-fulfilled product, this should be communicated to the customer before the order is placed.
4. Order Processing
Orders may require processing before dispatch.
Typical processing time: [CONFIRM]
Processing time is separate from the carrier's estimated delivery time.
Orders placed on weekends or UK public holidays may begin processing on the next applicable working day.
If an item requires materially longer processing than normally expected, we will provide appropriate information to the customer.
5. Shipping Charges
Shipping charges depend on factors that may include:
- delivery destination;
- fulfilment location;
- parcel size and weight;
- delivery service selected; and
- whether an expedited delivery option is selected.
The applicable delivery charge will be shown before the customer completes the order.
We will not add an optional premium delivery service without the customer's selection or agreement.
6. Orders Containing Products From Different Locations
An order containing several products may contain items held at different Ekome Care fulfilment locations.
Where this occurs, we may either:
send the products separately, or
consolidate the products before final delivery.
If an order is split into more than one shipment, the products may arrive at different times.
We will not impose an additional delivery charge after an order has been placed merely because we subsequently decide to split the shipment, unless the customer has agreed to that additional charge.
7. Customs, Import VAT and Other Import Charges
Some orders dispatched internationally, including products sent directly from Ghana to another country, may be subject to customs procedures, import VAT, duties or carrier handling charges.
[IMPORTANT — FINAL ARRANGEMENT TO BE CONFIRMED]
Before Ekome begins direct Ghana-to-UK consumer fulfilment, we will establish whether applicable import charges are:
A. paid by Ekome before/following import so that the customer receives the order without an unexpected import bill; or
B. payable by the customer as importer/recipient, with this clearly disclosed before purchase.
We will not intentionally represent unavoidable import charges as included in a customer's purchase price where they are not included.
[Inference] For Ekome's UK retail model, I'd strongly favour Option A wherever commercially practical. A UK customer ordering from a UK company should ideally see the complete expected purchase and delivery cost at checkout rather than unexpectedly receiving a customs/carrier demand.
8. Delivery Estimates
Delivery dates and periods displayed by Ekome Care are estimates unless we expressly agree a particular delivery date or period with you.
We will take reasonable steps to deliver within the period agreed with you.
For UK consumer contracts, where no different delivery period has been agreed, goods are generally required to be delivered without undue delay and not later than 30 days after the contract is entered into, subject to the applicable statutory rules.
If we become aware of a significant delay, we will contact you where reasonably possible.
9. Delivery Delays
Occasionally deliveries may be affected by circumstances outside our reasonable control, including:
- severe weather;
- carrier disruption;
- customs processing;
- transport disruption;
- industrial action;
- border or regulatory delays; or
- other exceptional circumstances.
If a material delay affects your order, please contact us or respond to our communication concerning the order.
Nothing in this section removes any statutory right you may have to cancel an order or obtain a refund where goods are not delivered within an applicable agreed or legally required period.
10. Tracking
Where tracking is available for the delivery service selected, tracking information will normally be provided after dispatch.
Tracking availability may differ according to the carrier, service and country of destination.
A tracking notification does not alter your statutory rights concerning delivery.
11. Incorrect Delivery Information
Please check your delivery information carefully before submitting an order.
If you notice an error after ordering, contact us as soon as possible at:
We will try to update the delivery information where reasonably possible before dispatch.
Once a parcel has entered the carrier's delivery network, we may be unable to change its destination.
Where additional costs arise solely because a customer supplied an incorrect or incomplete address, we may ask the customer to pay reasonable additional redelivery costs where legally permitted and clearly communicated.
12. Failed Delivery and Uncollected Parcels
If delivery cannot be completed, the carrier may attempt redelivery, leave instructions or hold the parcel for collection.
Customers should follow the carrier's instructions within the stated period.
If a parcel is returned to Ekome Care because it was not collected or because delivery could not be completed, please contact us.
Any redelivery charges will depend on the circumstances and will not affect rights available where the failed delivery was caused by Ekome Care or our delivery arrangements.
13. Lost Parcels
If your order has not arrived within the expected delivery period, please contact:
Include your name and order number.
We may investigate the delivery with the carrier before determining the appropriate resolution.
For normal consumer deliveries arranged by Ekome Care, we will not treat our responsibility for the goods as automatically ending simply because the parcel has been handed to a carrier.
Where an order is confirmed as lost, we will provide the remedy required by applicable consumer law, which may include replacement or refund depending upon the circumstances.
14. Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, retain:
- the product;
- outer packaging;
- internal packaging;
- shipping label; and
- photographs showing the damage.
This information may assist our investigation with the delivery provider.
Your statutory rights do not depend upon whether Ekome Care successfully recovers compensation from the carrier.
For product returns arising from damage, please follow our Returns & Refund Policy.
15. When Responsibility for the Goods Passes to You
For consumer orders where Ekome Care arranges delivery, responsibility for the goods remains with us until the goods come into the physical possession of you, or a person you have identified to receive them, subject to applicable law.
Different rules may apply where you independently arrange a carrier that was not offered by Ekome Care.
16. Returns Are Not Sent to the Dispatch Location
Our shipping locations are not automatically our returns addresses.
In particular, customers should not send products back to Ghana simply because an order was originally fulfilled from Ghana.
To request a return, contact:
We will provide the appropriate authorised return destination and instructions in accordance with our Returns & Refund Policy.
This is particularly important for international shipments and avoids unnecessary international return costs.
17. International Delivery
[REVIEW BEFORE ACTIVATING INTERNATIONAL SALES]
Ekome Care may make products available to customers outside the United Kingdom.
Available countries, shipping services and charges will be shown at checkout where international delivery is offered.
International delivery periods can vary considerably according to destination and customs processing.
Customers will be informed about material delivery and import arrangements before purchase where required.
Mandatory consumer protections applicable to a particular international sale are not excluded by this policy.
18. Delivery Restrictions
We may be unable to deliver certain products to particular countries or territories because of carrier restrictions, customs rules, product restrictions or other legal requirements.
If we cannot accept an order for a particular destination, we will inform the customer and will not charge for goods we cannot supply. If payment has already been taken, the appropriate refund will be made.
19. Faster Delivery Options
Where express, next-day or other premium delivery services become available, they will be displayed as optional services at checkout together with their applicable prices and estimated delivery periods.
The availability of a premium service may depend upon:
- order time;
- stock location;
- delivery postcode;
- carrier availability; and
- product type.
Until such services are displayed as available, customers should rely on the standard delivery options presented at checkout.
20. Contact Us About a Delivery
For delivery, tracking or order enquiries:
Ekome Care Ltd
Company No. 11822389
Order & delivery enquiries: sales@ekomecare.com
General enquiries: info@ekomecare.com
Telephone: 07862 072991
Registered office: [TO BE UPDATED FOLLOWING REGISTERED-OFFICE CHANGE]
Please include your order number when contacting us about an existing order.