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Shipping Policy

Last updated: 12 September 2026

This policy explains how Eco Torque Ltd ("Eco Torque", "we", "us") delivers orders placed on eco-torque.co.uk. It forms part of our Online Parts Sales Terms & Conditions (consumers) and Online Parts Sales Terms & Conditions (business customers). If you are buying as a consumer, nothing in this policy affects your statutory rights.

1. Processing and dispatch

1.1 Dispatch times. In-stock orders placed and paid for before 2:00pm (UK time), Monday to Friday, are normally dispatched the same working day. Orders placed after this time, at weekends or on UK bank holidays are dispatched on the next working day.

1.2 Items ordered in for you. Some items are marked "Ordered in for you" on the product page. We order these from our supplier as soon as you place your order. They come to our Arlesey workshop first, and we dispatch them to you when they arrive. The expected lead time is shown on the product page. It is an estimate and may vary with supplier availability.

1.3 Stock availability. We work hard to keep stock levels on our website accurate, but discrepancies can occasionally happen. If an item becomes unavailable after you have ordered, we will contact you as soon as possible to agree the best option: waiting for the item, receiving the rest of your order first, or a refund for the unavailable item.

1.4 Order updates. You will receive an order confirmation by email. When your order has been dispatched, you will receive a dispatch confirmation with tracking details where the service provides them.

2. Delivery within the United Kingdom

2.1 Delivery services. For most UK addresses, delivery is included in the price of your order. We choose the service based on the weight and value of your order:

Your order Service Typical delivery after dispatch
Up to 2 kg and up to £180 (inc. VAT) Royal Mail Tracked 24 1–2 working days
Over 2 kg, or over £180 (up to 30 kg) DHL Express (insured) 1–2 working days
Over 30 kg Pallet delivery (UK mainland only) 3–5 working days

2.2 Remote postcodes. DHL Express classes certain postcodes as remote delivery areas. These are selected postcodes in the Scottish Highlands and Islands, Argyll, Caithness, Orkney, Shetland, the Western Isles, highland Perthshire, and parts of Aberdeenshire, Dumfries & Galloway, Arran and Cumbrae.

  • Orders sent by Royal Mail are delivered to these postcodes at no extra charge.
  • Orders sent by DHL Express carry a remote area delivery charge. It is calculated automatically and shown at checkout before you pay.
  • Orders over 30 kg cannot currently be delivered to these postcodes.

2.3 Isle of Wight, Isles of Scilly, Isle of Man and the Channel Islands (Jersey and Guernsey).

  • Orders up to 2 kg are sent by Royal Mail for a delivery charge of £8.95 (orders up to £180) or £12.95 (orders over £180).
  • Orders over 2 kg to the Isle of Wight and the Isles of Scilly are sent by DHL Express and charged by weight at checkout.
  • Orders over 2 kg to Jersey and Guernsey are sent by DHL international services and charged at checkout.
  • We cannot currently send orders over 2 kg to the Isle of Man.
  • Orders over 30 kg cannot currently be delivered to these locations.
  • The Channel Islands are outside the UK for customs purposes, so local import taxes may apply (see section 3.4).

2.4 Northern Ireland. We are not currently able to deliver to Northern Ireland.

2.5 Collection. You can collect in-stock items free of charge from our workshop at Unit 1A Portland Industrial Estate, Hitchin Road, Arlesey, Bedfordshire SG15 6SG. Choose "Collection" at checkout and we will let you know when your order is ready. Items ordered in for you are not available for collection.

3. International delivery

3.1 Destinations and services. We deliver to the countries available at checkout using DHL. Where both are available you can choose DHL Economy Select, our lower-cost road service, or DHL Express Worldwide, the faster air service. Some destinations are served by DHL Express Worldwide only. International orders are limited to 30 kg.

3.2 Delivery charges. International delivery charges are calculated at checkout from your order's weight and delivery address, including any remote area charge applied by DHL. You will see the exact charge before you pay.

3.3 Estimated delivery times from dispatch:

  • DHL Express Worldwide — Europe and USA: 1–3 working days; rest of the world: 2–5 working days
  • DHL Economy Select — Europe: 3–5 working days

These are estimates only. They are not guaranteed and do not include time spent in customs clearance.

3.4 Duties, taxes and customs charges.

  • Orders delivered outside the UK may be subject to import VAT or GST, customs duties, clearance fees or other local charges. These are set by the authorities in the destination country.
  • They are not included in our prices or delivery charges and are not collected by Eco Torque. They are payable by you as the importer.
  • We cannot predict, calculate, amend or refund these charges. Please check with your local customs authority before ordering if you are unsure.

3.5 Refused or unclaimed international parcels. If import charges are not paid and the parcel is returned to us, we will refund the price of the goods minus the costs we incur: return carriage, customs and carrier charges. The original delivery charge is not refundable. If the carrier or customs authority abandons or destroys the parcel because charges were not paid, we may be unable to issue a refund.

3.6 Import restrictions. Please make sure the items you order can be legally imported into your country.

4. Delivery information

4.1 Your delivery address. Please check your address carefully at checkout. We can change it at any time before dispatch, but we cannot guarantee a change once your order has been dispatched.

4.2 PO Box addresses. We can only deliver to PO Box addresses using Royal Mail. DHL cannot deliver to PO Boxes.

4.3 Safe place and non-contact delivery. If you ask the carrier to leave your parcel in a safe place or with a neighbour, the parcel is treated as delivered once it has been left in line with your instructions.

4.4 Failed and returned deliveries. If a parcel is returned to us because the address was incomplete or incorrect, or the carrier could not complete delivery, we will contact you to arrange re-delivery. A further delivery charge may apply.

4.5 Delays. Delivery times are estimates. We are not responsible for delays outside our reasonable control, including carrier disruption, severe weather, customs checks, public holidays or industrial action. If your order has not arrived within the expected timeframe, please contact us and we will investigate with the carrier.

5. Damaged, missing and lost parcels

5.1 Damaged parcels. If your parcel is visibly damaged when it arrives, please refuse it if you can and contact us. If you have already accepted it, contact us as soon as possible with your order number, photographs of the packaging and photographs of the damaged items.

5.2 Missing items. If anything is missing from your order, please contact us as soon as possible with your order number.

5.3 Lost parcels. If tracking shows no progress, or your parcel has not arrived, please contact us and we will open an investigation with the carrier.

5.4 Putting it right. Where an item has been damaged or lost in transit, we will arrange a replacement or refund. We may need to raise a claim with the carrier first, which can take a few working days.

6. Cancellations, returns and faulty goods

7. Contact us

Eco Torque Ltd, Unit 1A Portland Industrial Estate, Hitchin Road, Arlesey, Bedfordshire SG15 6SG

Registered in England & Wales, company no. 08370821 · VAT no. 161854696

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