<div data-block="true" data-editor="e475t" data-offset-key="e42nt-0-0" id="isPasted"><div data-offset-key="e42nt-0-0"><span data-offset-key="e42nt-0-0"><span data-text="true"><strong>UK Shipping Fees</strong></span></span></div></div><div data-block="true" data-editor="e475t" data-offset-key="3vp5o-0-0"><div data-offset-key="3vp5o-0-0"><span data-offset-key="3vp5o-0-0"><span data-text="true"><strong>&#xA0;</strong></span></span><span data-offset-key="3vp5o-0-1"><span data-text="true"><strong>UK</strong></span></span></div></div><ul><li data-block="true" data-editor="e475t" data-offset-key="2ojcu-0-0"><div data-offset-key="2ojcu-0-0"><span data-offset-key="2ojcu-0-0"><span data-text="true">Express Rate:</span></span><span data-offset-key="2ojcu-0-1"><span data-text="true">&#xA0;&#xA3;6.95</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="22qgi-0-0"><div data-offset-key="22qgi-0-0"><span data-offset-key="22qgi-0-0"><span data-text="true">Standard Rate</span></span><span data-offset-key="22qgi-0-1"><span data-text="true">&#xA0;&#xA3;3.95</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="egsm3-0-0"><div data-offset-key="egsm3-0-0"><span data-offset-key="egsm3-0-0"><span data-text="true">Orders over &#xA3;65:</span></span><span data-offset-key="egsm3-0-1"><span data-text="true">&#xA0;FREE*</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="2h1cv-0-0"><div data-offset-key="2h1cv-0-0"><span data-offset-key="2h1cv-0-0"><span data-text="true">Online Gift Voucher</span></span><span data-offset-key="2h1cv-0-1"><span data-text="true">&#xA0;FREE^</span></span></div></li></ul><div data-block="true" data-editor="e475t" data-offset-key="fnbti-0-0"><div data-offset-key="fnbti-0-0"><span data-offset-key="fnbti-0-0"><span data-text="true"><strong>Guernsey/Jersey</strong></span></span></div></div><ul><li data-block="true" data-editor="e475t" data-offset-key="5ikih-0-0"><div data-offset-key="5ikih-0-0"><span data-offset-key="5ikih-0-0"><span data-text="true">Express Rate</span></span><span data-offset-key="5ikih-0-1"><span data-text="true">&#xA0;N/A</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="6qlh1-0-0"><div data-offset-key="6qlh1-0-0"><span data-offset-key="6qlh1-0-0"><span data-text="true">Standard Rate</span></span><span data-offset-key="6qlh1-0-1"><span data-text="true">&#xA0;&#xA3;10**</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="77vuc-0-0"><div data-offset-key="77vuc-0-0"><span data-offset-key="77vuc-0-0"><span data-text="true">Orders over &#xA3;65:</span></span><span data-offset-key="77vuc-0-1"><span data-text="true">&#xA0;FREE*</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="2n0no-0-0"><div data-offset-key="2n0no-0-0"><span data-offset-key="2n0no-0-0"><span data-text="true">Online Gift Voucher</span></span><span data-offset-key="2n0no-0-1"><span data-text="true">&#xA0;FREE^</span></span></div></li></ul><div data-block="true" data-editor="e475t" data-offset-key="9grqf-0-0"><div data-offset-key="9grqf-0-0"><span data-offset-key="9grqf-0-0"><span data-text="true"><strong>Ireland</strong></span></span></div></div><ul><li data-block="true" data-editor="e475t" data-offset-key="b9om4-0-0"><div data-offset-key="b9om4-0-0"><span data-offset-key="b9om4-0-0"><span data-text="true">Express Rate</span></span><span data-offset-key="b9om4-0-1"><span data-text="true">&#xA0;N/A</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="9bac1-0-0"><div data-offset-key="9bac1-0-0"><span data-offset-key="9bac1-0-0"><span data-text="true">Standard Rate</span></span><span data-offset-key="9bac1-0-1"><span data-text="true">&#xA0;&#xA3;16.44**</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="mu5c-0-0"><div data-offset-key="mu5c-0-0"><span data-offset-key="mu5c-0-0"><span data-text="true">Orders over &#xA3;65:</span></span><span data-offset-key="mu5c-0-1"><span data-text="true">&#xA0;FREE*</span></span></div></li><li data-block="true" data-editor="e475t" data-offset-key="6k5a1-0-0"><div data-offset-key="6k5a1-0-0"><span data-offset-key="6k5a1-0-0"><span data-text="true">Online Gift Voucher</span></span><span data-offset-key="6k5a1-0-1"><span data-text="true">&#xA0;FREE^</span></span></div></li></ul><div data-block="true" data-editor="e475t" data-offset-key="c29hb-0-0"><div data-offset-key="c29hb-0-0"><span data-offset-key="c29hb-0-0"><span data-text="true">*Excluding any Gift Voucher value you may have in your cart.</span></span><span data-offset-key="c29hb-0-1"><span data-text="true">&#xA0;</span></span><span data-offset-key="c29hb-0-2"><span data-text="true">**Customs import tax charges may apply.</span></span><span data-offset-key="c29hb-0-3"><span data-text="true">&#xA0;</span></span><span data-offset-key="c29hb-0-4"><span data-text="true">^Delivery of Online Gift Vouchers via email is free.</span></span></div></div><h3 id="isPasted"><br></h3><p id="isPasted"><br></p>

What Are Your Shipping Fees? Do You Offer Free Shipping?

Where is my order?Once your parcel leaves our warehouse, we will send you a shipping confirmation email containing your tracking information. This will allow you to check the status of your shipment at any time.Physical goods/orders are shipped from

<div data-block="true" data-editor="721jo" data-offset-key="e4juq-0-0" id="isPasted"><div data-offset-key="e4juq-0-0"><span data-offset-key="e4juq-0-0"><span data-text="true"><strong>Where is my order?</strong></span></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="bgb0-0-0"><div data-offset-key="bgb0-0-0"><span data-offset-key="bgb0-0-0"><span data-text="true">Once your parcel leaves our warehouse, we will send you a shipping confirmation email containing your tracking information. This will allow you to check the status of your shipment at any time.</span></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="109dr-0-0"><div data-offset-key="109dr-0-0"><span data-offset-key="109dr-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="5vvm0-0-0"><div data-offset-key="5vvm0-0-0"><span data-offset-key="5vvm0-0-0"><span data-text="true">Physical goods/orders are shipped from the JAS Logistics warehouse in Essex, United Kingdom and will be delivered by Evri courier.</span></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="11mgc-0-0"><div data-offset-key="11mgc-0-0"><span data-offset-key="11mgc-0-0"><span data-text="true">You can track your order at any time using the&#xA0;</span></span><a href="https://www.evri.com/track-a-parcel" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="11mgc-1-0"><span data-text="true">EVRi tracking service</span></span></a><span data-offset-key="11mgc-2-0"><span data-text="true">.</span></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="feqi7-0-0"><div data-offset-key="feqi7-0-0"><span data-offset-key="feqi7-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="721jo" data-offset-key="48gvl-0-0"><div data-offset-key="48gvl-0-0"><span data-offset-key="48gvl-0-0"><span data-text="true">If you can&#x2019;t find the tracking email, you can also view the details through your&#xA0;</span></span><a href="https://www.ergopouch.co.uk/account/login?return_url=%2Faccount" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="48gvl-1-0"><span data-text="true">ergoPouch account</span></span></a><span data-offset-key="48gvl-2-0"><span data-text="true">.</span></span></div></div>

How do I track my order?

Please note that these timeframes refer to delivery once the item has shipped. If you need information on order processing times, please refer to Order Processing Time.

<div data-block="true" data-editor="7c7vm" data-offset-key="bu182-0-0" id="isPasted"><div data-offset-key="bu182-0-0"><span data-offset-key="bu182-0-0"><span data-text="true"><strong>Shipping Timelines</strong></span></span></div></div><div data-block="true" data-editor="7c7vm" data-offset-key="1tjn0-0-0"><div data-offset-key="1tjn0-0-0"><span data-offset-key="1tjn0-0-0"><span data-text="true"><strong>UK Standard Tracked Delivery</strong></span></span><span data-offset-key="1tjn0-0-1"><span data-text="true">&#xA0;<br>We aim to dispatch orders received by midday on the same day. Orders placed on non-business days will be dispatched on the next business day.</span></span></div></div><div data-block="true" data-editor="7c7vm" data-offset-key="45u6f-0-0"><div data-offset-key="45u6f-0-0"><span data-offset-key="45u6f-0-0"><span data-text="true">Orders are shipped from the JAS Logistics warehouse in Essex, United Kingdom, and delivered by&#xA0;</span></span><span data-offset-key="45u6f-0-1"><span data-text="true"><strong>Evri</strong></span></span><span data-offset-key="45u6f-0-2"><span data-text="true"><strong>&#xA0;</strong>courier. You can track your order anytime using&#xA0;</span></span><span data-offset-key="45u6f-0-3"><span data-text="true"><strong>Evri&apos;s&#xA0;</strong>tracking service</span></span><span data-offset-key="45u6f-0-4"><span data-text="true">. Deliveries are processed upon receipt of full payment.</span></span></div></div><ul><li data-block="true" data-editor="7c7vm" data-offset-key="5a0og-0-0"><div data-offset-key="5a0og-0-0"><span data-offset-key="5a0og-0-0"><span data-text="true">Delivery Time</span></span><span data-offset-key="5a0og-0-1"><span data-text="true">: Typically&#xA0;</span></span><span data-offset-key="5a0og-0-2"><span data-text="true"><strong>3 to 5 business&#xA0;</strong>days</span></span><span data-offset-key="5a0og-0-3"><span data-text="true">&#xA0;from the date of dispatch.</span></span></div></li><li data-block="true" data-editor="7c7vm" data-offset-key="8q2el-0-0"><div data-offset-key="8q2el-0-0"><span data-offset-key="8q2el-0-0"><span data-text="true">Ownership</span></span><span data-offset-key="8q2el-0-1"><span data-text="true">: Title to the goods passes to you once payment is received.</span></span></div></li></ul><div data-block="true" data-editor="7c7vm" data-offset-key="46qh5-0-0"><div data-offset-key="46qh5-0-0"><span data-offset-key="46qh5-0-0"><span data-text="true"><strong>UK Express Delivery</strong></span></span><span data-offset-key="46qh5-0-1"><span data-text="true"><strong>&#xA0;<br></strong>Orders are shipped from the JAS Logistics warehouse in Essex, United Kingdom, and delivered by&#xA0;</span></span><span data-offset-key="46qh5-0-2"><span data-text="true">Evri</span></span><span data-offset-key="46qh5-0-3"><span data-text="true">&#xA0;courier. You can track your order at any time using&#xA0;</span></span><span data-offset-key="46qh5-0-4"><span data-text="true">Evri&apos;s tracking service</span></span><span data-offset-key="46qh5-0-5"><span data-text="true">. Deliveries are processed upon receipt of full payment.</span></span></div></div><ul><li data-block="true" data-editor="7c7vm" data-offset-key="2ev7s-0-0"><div data-offset-key="2ev7s-0-0"><span data-offset-key="2ev7s-0-0"><span data-text="true">Delivery Time</span></span><span data-offset-key="2ev7s-0-1"><span data-text="true">: Typically&#xA0;</span></span><span data-offset-key="2ev7s-0-2"><span data-text="true"><strong>1 to 2 business</strong> days</span></span><span data-offset-key="2ev7s-0-3"><span data-text="true">&#xA0;from the date of dispatch, depending on the delivery option.</span></span></div></li><li data-block="true" data-editor="7c7vm" data-offset-key="ebjdf-0-0"><div data-offset-key="ebjdf-0-0"><span data-offset-key="ebjdf-0-0"><span data-text="true">Ownership</span></span><span data-offset-key="ebjdf-0-1"><span data-text="true">: Title to the goods passes to you once payment is received.</span></span></div></li></ul><div data-block="true" data-editor="7c7vm" data-offset-key="a7umi-0-0"><div data-offset-key="a7umi-0-0"><span data-offset-key="a7umi-0-0"><span data-text="true"><strong>International Delivery</strong></span></span><span data-offset-key="a7umi-0-1"><span data-text="true">&#xA0;<br>Currently, we only deliver to&#xA0;</span></span><span data-offset-key="a7umi-0-2"><span data-text="true">United Kingdom</span></span><span data-offset-key="a7umi-0-3"><span data-text="true">&#xA0;postal addresses through&#xA0;</span></span><a href="https://ergopouch.gorgias.com/app/automation/shopify/baed9d-5/flows/edit/01J9MY6F8978VMGWM4QJD16Y8Q" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="a7umi-1-0"><span data-text="true">www.ergopouch.co.uk</span></span></a><span data-offset-key="a7umi-2-0"><span data-text="true">. For international orders outside the UK, please visit&#xA0;</span></span><a href="https://ergopouch.gorgias.com/app/automation/shopify/baed9d-5/flows/edit/01J9MY6F8978VMGWM4QJD16Y8Q" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="a7umi-3-0"><span data-text="true">www.ergopouch.com.au</span></span></a><span data-offset-key="a7umi-4-0"><span data-text="true">.</span></span></div></div><div data-block="true" data-editor="7c7vm" data-offset-key="7ags-0-0"><div data-offset-key="7ags-0-0"><span data-offset-key="7ags-0-0"><span data-text="true">Our Australian website offers delivery to selected international locations (excluding the United Kingdom and French Guiana) and provides&#xA0;</span></span><span data-offset-key="7ags-0-1"><span data-text="true">free shipping</span></span><span data-offset-key="7ags-0-2"><span data-text="true">&#xA0;on orders over&#xA0;</span></span><span data-offset-key="7ags-0-3"><span data-text="true">$200 AUD</span></span></div></div><div data-block="true" data-editor="7c7vm" data-offset-key="33et7-0-0"><br></div><p><span data-offset-key="6pfn2-0-0" id="isPasted"><span data-text="true">Please note that these timeframes refer to delivery once the item has shipped. If you need information on order processing times, please refer to&#xA0;</span></span><a href="https://ergopouch-au-copy-copy.gorgias.help/en-US/what-is-your-order-processing-time-979066" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="6pfn2-1-0"><span data-text="true">Order Processing Time.</span></span></a> </p>

What are your shipping timelines? (How long will it take to deliver my order?)

Need to Update Your Address?Please contact our customer service team as soon as possible regarding your address change. While we cannot guarantee that we'll be able to update this, we will do our best to accommodate your request, depending on its cur

<div data-block="true" data-editor="160rt" data-offset-key="cl552-0-0" id="isPasted"><div data-offset-key="cl552-0-0"><span data-offset-key="cl552-0-0"><span data-text="true"><strong>Need to Update Your Address?</strong></span></span></div></div><div data-block="true" data-editor="160rt" data-offset-key="2hl72-0-0"><div data-offset-key="2hl72-0-0"><span data-offset-key="2hl72-0-0"><span data-text="true"><strong>Please contact our customer service team as soon as possible regarding your address change.</strong></span></span><span data-offset-key="2hl72-0-1"><span data-text="true">&#xA0;While we cannot guarantee that we&apos;ll be able to update this, we will do our best to accommodate your request, depending on its current status.</span></span></div></div><div data-block="true" data-editor="160rt" data-offset-key="basq0-0-0"><div data-offset-key="basq0-0-0"><span data-offset-key="basq0-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="160rt" data-offset-key="2lbnl-0-0"><div data-offset-key="2lbnl-0-0"><span data-offset-key="2lbnl-0-0"><span data-text="true">To request an update, please email us at&#xA0;</span></span><a href="mailto:cs@ergopouch.co.uk" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="2lbnl-1-0"><span data-text="true">cs@ergopouch.co.uk</span></span></a><span data-offset-key="2lbnl-2-0"><span data-text="true">&#xA0;with the subject line&#xA0;</span></span><span data-offset-key="2lbnl-2-1"><span data-text="true"><strong>&#x201C;URGENT: Update Address&#x201D;</strong></span></span><span data-offset-key="2lbnl-2-2"><span data-text="true">&#xA0;and include the following details:</span></span></div></div><ul><li data-block="true" data-editor="160rt" data-offset-key="2k6k5-0-0"><div data-offset-key="2k6k5-0-0"><span data-offset-key="2k6k5-0-0"><span data-text="true">Full name</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="amk6j-0-0"><div data-offset-key="amk6j-0-0"><span data-offset-key="amk6j-0-0"><span data-text="true">Order number</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="bggts-0-0"><div data-offset-key="bggts-0-0"><span data-offset-key="bggts-0-0"><span data-text="true">Address line 1 (street, number)</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="3n2bo-0-0"><div data-offset-key="3n2bo-0-0"><span data-offset-key="3n2bo-0-0"><span data-text="true">Address line 2 (apartment, building, etc.)</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="fm0rc-0-0"><div data-offset-key="fm0rc-0-0"><span data-offset-key="fm0rc-0-0"><span data-text="true">City</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="fpego-0-0"><div data-offset-key="fpego-0-0"><span data-offset-key="fpego-0-0"><span data-text="true">Postcode</span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="b9ntb-0-0"><div data-offset-key="b9ntb-0-0"><span data-offset-key="b9ntb-0-0"><span data-text="true">Country</span></span></div></li></ul><div data-block="true" data-editor="160rt" data-offset-key="6isi-0-0"><div data-offset-key="6isi-0-0"><span data-offset-key="6isi-0-0"><span data-text="true">Please note: If your order is already being prepared for shipment, we can no longer make any changes to your delivery address.</span></span><span data-offset-key="6isi-0-1"><span data-text="true">&#xA0;Once your shipment is on its way, you&apos;ll receive a confirmation email with the tracking number. At that point, we recommend&#xA0;</span></span><span data-offset-key="6isi-0-2"><span data-text="true">contacting your courier&#xA0;</span></span><span data-offset-key="6isi-0-3"><span data-text="true">to redirect your parcel while it&#x2019;s in transit.</span></span></div></div><div data-block="true" data-editor="160rt" data-offset-key="kk7-0-0"><div data-offset-key="kk7-0-0"><span data-offset-key="kk7-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="160rt" data-offset-key="8fl3p-0-0"><div data-offset-key="8fl3p-0-0"><span data-offset-key="8fl3p-0-0"><span data-text="true"><strong>Customer Service Hours:</strong></span></span></div></div><ul><strong></strong><li data-block="true" data-editor="160rt" data-offset-key="5cjer-0-0" style="font-weight: bold;"><div data-offset-key="5cjer-0-0"><span data-offset-key="5cjer-0-0"><span data-text="true"><strong>Australia (AEDT):</strong></span></span><span data-offset-key="5cjer-0-1"><span data-text="true"><strong>&#xA0;Monday to Friday, 9:00 AM - 5:00 PM AEDT</strong></span></span></div></li><li data-block="true" data-editor="160rt" data-offset-key="91ab6-0-0" style="font-weight: bold;"><div data-offset-key="91ab6-0-0"><span data-offset-key="91ab6-0-0"><span data-text="true"><strong>UK (GMT):</strong></span></span><span data-offset-key="91ab6-0-1"><span data-text="true"><strong>&#xA0;Sunday to Thursday, 10:00 PM - 6:00 AM GMT</strong></span></span></div></li></ul><div data-block="true" data-editor="160rt" data-offset-key="gnf5-0-0"><div data-offset-key="gnf5-0-0"><span data-offset-key="gnf5-0-0"><span data-text="true">Please note that any requests submitted outside of these hours or over the weekend will be addressed on the next business day and may be more challenging to process promptly.</span></span></div></div>

Can I change my delivery address?

Order Processing Time. All orders are subject to a processing time, which is separate from the shipping time. We aim to dispatch orders received by midday on the same day. If the order is placed on a non-business day we aim to dispatch it on the next

<p id="isPasted"><strong>Order Processing Time</strong></p><p><span style="font-size: 14px;">All orders are subject to a processing time, which is separate from the shipping time.</span></p><ul><li style="font-size: 14px;"><p>We aim to dispatch orders received by midday on the same day. If the order is placed on a non-business day we aim to dispatch it on the next business day.</p></li><li style="font-size: 14px;"><p>Once your parcel leaves our warehouse, you will receive a <strong>shipping confirmation email</strong> with tracking information, so you can monitor the status of your shipment at any time.</p></li><li><p><span style="font-size: 14px;">Please note that during sales, processing times may take an additional <strong>3-5 business days</strong>.</span></p></li></ul><p><br></p>

What is your order processing time?

Do I Have to Pay Customs Fees?For our international customers, please note that your order may be subject to customs duties, taxes, and import fees based on the destination country. These charges are the responsibility of the customer.Customs policie

<div data-block="true" data-editor="7l5kt" data-offset-key="9tufu-0-0" id="isPasted"><div data-offset-key="9tufu-0-0"><span data-offset-key="9tufu-0-0"><span data-text="true"><strong>Do I Have to Pay Customs Fees?</strong></span></span></div></div><div data-block="true" data-editor="7l5kt" data-offset-key="16klj-0-0"><div data-offset-key="16klj-0-0"><span data-offset-key="16klj-0-0"><span data-text="true">For our international customers, please note that your order may be subject to customs duties, taxes, and import fees based on the destination country. These charges are the responsibility of the customer.</span></span></div></div><div data-block="true" data-editor="7l5kt" data-offset-key="3nfad-0-0"><div data-offset-key="3nfad-0-0"><span data-offset-key="3nfad-0-0"><span data-text="true">Customs policies and fees vary greatly from country to country, and your local customs authority determines the amount. Unfortunately, we have no control over these charges and cannot predict their cost. We recommend contacting your local customs office for more detailed information.</span></span></div></div><div data-block="true" data-editor="7l5kt" data-offset-key="coj71-0-0"><div data-offset-key="coj71-0-0"><span data-offset-key="coj71-0-0"><span data-text="true">If the receiver refuses to pay these charges and the item is returned to us, we cannot offer a refund on shipping fees, and the item will not be re-shipped.</span></span></div></div>

Do I have to pay customs fees?

We understand how disappointing it is to receive a damaged package. We always strive to provide exceptional service, but some factors, such as shipping and handling, are beyond our control. *Route Shipping Protection is automatically applied to your

<h3 id="damaged-packages"><span style="font-size: 16px;">Damaged packages:</span></h3><p><span style="font-size: 14px;">We understand how disappointing it is to receive a damaged package. We always strive to provide exceptional service, but some factors, such as shipping and handling, are beyond our control.&#xA0;</span></p><p id="isPasted"><span style="font-size: 14px;"><strong><em>*Route Shipping Protection is automatically applied to your order at checkout. If you choose to opt out of this package protection, ergoPouch will not be liable for lost, damaged, or stolen packages.</em></strong></span></p><p><a href="https://ergopouch-au.gorgias.help/en-US/what-is-route-and-why-do-you-recommend-this-835830" rel="noopener noreferrer" target="_blank"><strong><em><span style="font-size: 14px;">What is Route and why do you recommend this?</span></em></strong></a></p><p><span style="font-size: 14px;">If your item arrives damaged, unusable, or in unacceptable condition due to shipping, you can file a&#xA0;</span><span style="font-size: 14px;"><a href="https://claims.route.com/" rel="noopener noreferrer" target="_blank">Route Claim</a></span><span style="font-size: 14px;">&#xA0;directly here.</span></p><ul><li>Claims for damaged items require <strong>photos</strong> of the packaging and item(s) and must be filed within <strong>15 days</strong> from when it was marked as delivered.</li></ul><p><br></p>

My order has arrived damaged?

Lost Packages. At ergoPouch, we strive to ensure every order arrives in perfect condition. If your order is lost in transit, please reach out to cs@ergopouch.co.uk,  and we will assist you in investigating the issue with the courier. To help us resol

<p id="isPasted"><strong>Lost Packages</strong></p><p>At ergoPouch, we strive to ensure every order arrives in perfect condition. If your order is lost in transit, please reach out to <a href="mailto:cs@ergopouch.co.uk">cs@ergopouch.co.uk</a>,&#xA0; and we will assist you in investigating the issue with the courier.</p><p><strong>To help us resolve the issue, please provide:</strong></p><ul><li>Your full name</li><li>Your ergoPouch order number or receipt</li><li>Your confirmed shipping address</li></ul><p><strong>Marked as Delivered but Not Received</strong></p><p>If your tracking shows that the package was marked as delivered but you haven&#x2019;t received it, please check the following:</p><ul><li>Ensure no one else at your address has accepted the package (e.g., family members or neighbors).</li><li>Verify that the delivery address is correct.</li><li>If no one was home at the time of delivery, the courier may have left the package in a safe location. Check around your property for the package, or ask neighbors if they&#x2019;ve taken it in for safekeeping.</li></ul><p>If you&apos;re still unable to find the package, please contact the courier directly for further assistance.</p><p><strong>Shipping Protection</strong></p><p><em>Route Shipping Protection</em> is automatically added to your order at checkout. If you choose to opt out, ergoPouch will not be responsible for any lost, damaged, or stolen packages.</p><p><a href="https://ergopouch-au-copy-copy.gorgias.help/en-US/what-is-route-and-why-do-you-recommend-this-979004" id="isPasted"><strong><em>What is Route and why do you recommend this?</em></strong></a></p><p>Route Shipping Protection is a service designed to safeguard your order against loss, damage, or theft during transit. We recommend opting in for added peace of mind.</p><p><strong>Lost Orders</strong></p><p>An item is considered lost if it has not been reported as delivered. You may file a claim if enough time has passed since the expected delivery date:</p><ul><li>For <strong>domestic orders</strong>, claims can be filed no earlier than 7 calendar days and no later than 30 calendar days from the last tracking update.</li><li>For <strong>international orders</strong>, claims can be filed no earlier than 20 calendar days and no later than 30 calendar days from the last tracking update.</li></ul>

What do I do if my order is Lost in Transit?

We’re Sorry for the Delay. We sincerely apologise that your order is taking a bit longer than expected. Due to the overwhelming response to our recent sale, we’re working hard to fulfill all orders and need just a little extra time to get yours ready

<p id="isPasted"><strong>We&#x2019;re Sorry for the Delay</strong></p><p>We sincerely apologise that your order is taking a bit longer than expected. Due to the overwhelming response to our recent sale, we&#x2019;re working hard to fulfill all orders and need just a little extra time to get yours ready. Please allow an additional 3-5 business days for delivery.</p><p>We understand how frustrating this can be, and we want to assure you that our team is doing everything possible to get your order to you as quickly as we can. If you haven&#x2019;t received a shipping confirmation email within the next 3 business days, please reach out to us at <a href="mailto:cs@ergopouch.co.uk">cs@ergopouch.co.uk</a>&#xA0;, and we&#x2019;ll assist you right away.</p><p>Thank you for your patience and understanding during this busy time. We truly appreciate your continued support. Your babe&#x2019;s new sleep-drobe will be with you soon!</p><p><span style="font-size: 14px;">If you need more information on the processing order time, please see&#xA0;</span><a href="https://ergopouch-au-copy.gorgias.help/en-US/what-is-your-order-processing-time-889189" id="isPasted" rel="noopener noreferrer" target="_blank"><span style="font-size: 14px;">Order Processing Time</span></a>.</p>

I ordered during your sale and my order is delayed, when will this be dispatched?

ergoPouch UK

All shipping and delivery times and enquiries

Shipping & Delivery

What is Route and why do you recommend this?

When do I file a claim with Route (Lost, Damaged & Stolen)?

How do I track my order through Route?

How do I file a claim with Route?

What are Route's Terms & Conditions

Route Package Protection

My Item is Faulty what can I do?

What if haven't receive my order confirmation?

How can I check my order status?

Missing or Incorrect Item in Your Order?

How do I change or update my order?

Can I Cancel My Order?

There is an issue with the website i can not check out, what can I do?

I’m sending my order as a gift. Can the prices be removed?

Order Assistance

What is your Returns Policy?

How do I make a return?

Returns & Refunds

My promo code is not working, what should I do?

Do You Offer Price Matching?

Discount Code Not Added—Can I Still Get the Sale Price?

Can I use more than one discount code at a time?

How Do I Pay Using a Gift Card or Store Credit?

I missed your sale can I still have the discounted price?

Where can I buy an ergoPouch Gift Voucher?

Promo Codes & Payments

How do I choose the right Sleeping Bag?

Why do you use Organic Cotton?

What is the best way to wash and care for my bag?

Should I choose an sleeping bag with sleeves?

Do I use blankets on top of a Sleeping Bag?

How to dress a baby who has a fever?

What is a TOG?

What can my child wear camping in temperatures below 14 degrees?

Why does my Sleeping Bag has brown stains after washing?

My Sleeping Bag has shrunk what can I do?

My child keeps escaping from their sleeping bag! What can I do?

Do you prioritise weight or length when choosing a baby sleeping bag?

Where are your products manufactured?

What are your zippers made from?

Can I exchange or replace a faulty item if I purchased from another stockist?

Why has my product has faded after washing?

Can pilling occur on your fabrics?

My child suffers from eczema, is ergoPouch suitable for them?

Does the TOG rating change over time?

How should I dress my child when room temperature drops overnight?

Can I wear the sleep suit and sleep onesie in a car seat and stroller?

How do I dress my baby in temperatures of 26°C (79°F) or above?

How many Sleeping Bags do I need?

Why are Natural Fibres so Important?

General Product FAQ's

What is a Cocoon swaddle, and why use one?

How do I use the Cocoon Swaddle?

What is the Difference Between Cocoon Swaddle Bag and a Sleeping Bag?

What size Cocoon Swaddle Bag do I choose?

When do I transition my baby from Swaddle (closed poppers) to Sleeping Bag (open poppers) in the Cocoon?

How Do I Safely Swaddle My Baby?

What’s the difference between a Traditional swaddle wraps and Cocoon Swaddle?

Why is my Baby is trying to escape their Cocoon Swaddle?

Cocoon Swaddle

What is the difference between the Sleeping Bag and a Cocoon Swaddle Sleeping Bag?

How do I know if my child is ready for a Sleeping Bag?

How do I Stop Your Child from Escaping Their Sleeping Bag?

How do I safely transition my baby to arms-out sleeping in a sleeping bag?

Sleeping Bags

What is a Sleep Suit Bag?

Do I use blankets on top of the Sleep Suit Bag?

Can my child walk around in the Sleep Suit Bag?

When do I stop using the Sleep Suit Bag?

Sleep Suit Bag

What is a Sleep Onesie?

Do Your Sleep Onesies Have Foot and Hand Cuffs?

Sleep Onesie

What is a Hip Harness Pouches

Why are there no hip harness cocoon swaddles for 0-3M age range?

Hip Harness Pouches

Pouches

What are Layers?

What are Pyjamas?

Should I Choose Pyjamas or Layers?

How Does the 3-Way Zipper Work on the Long Sleeve Layers?

Layers & Pyjamas

What is a Butterfly Cardi?

Who is the Butterfly Cardi for?

Can I use the Butterfly Cardi over any Swaddle or Sleeping Bag?

How do I use the Butterfly Cardi for transitioning out of a swaddle?

Butterfly Cardi

Can I wear Arm warmers over a Long Sleeve Sleeping Bag?

Arm Warmers

Layers

What is a HugMe Blanket?

What size HugMe Blanket should I buy?

How to use the TOG Guide for HugMe Blanket?

Is the HugMe Blanket safety tested?

Can I use the HugMe Blanket when my baby starts rolling?

Does the HugMe Blanket fit a Snoo Bassinet?

HugMe Blanket

Why is the Organic Toddler Pillow so thin (3cm)?

Toddler Pillow & Case

Bedding Collection

How do I use the White Noise Machine?

Can I leave White Noise on all night?

Is this device low in Electric & Magnetic Fields (EMFs)?

When is a good time to stop using white noise?

My White Noise Won't Charge

Why doesn't my white noise last 48 hours ?

What is White Noise?

What are the Safety Tips for Using White Noise?

Portable White Noise Machine

What age and weight is the Portable Bassinet suitable for?

How much does the bassinet weigh and can I take it on a plane?

Does this come with a stand and can I use it as a co-sleeper?

Can the HugMe Blanket or Fitted Sheets be used with the Portable Bassinet Mattress?