Shipping policy
Shipping Policy
Last updated: June 2026
At The Ember Trail, we're committed to getting your order to you quickly and reliably. Here's everything you need to know about how we ship.
Where We Ship
We currently ship to the United Kingdom, the United States, and select European Union countries. If your country is not available at checkout, please contact us at hello@embertrail.life and we'll do our best to help.
Delivery Timeframes
We aim to fulfil all orders within 1–2 business days of payment confirmation. Estimated delivery times from dispatch are as follows:
| Region | Estimated Delivery |
|---|---|
| United Kingdom | 3–8 business days |
| United States | 5–10 business days |
| European Union | 5–10 business days |
These are estimates only and not guaranteed. Delivery times may vary depending on your location, carrier capacity, and any customs processing for international orders. In most cases, orders arrive sooner than the upper estimate.
In-Country Fulfilment
To ensure fast, reliable delivery, we fulfil orders from within your region wherever possible. This means your order is typically dispatched from a warehouse located in or near your country — avoiding lengthy international transit times and reducing the risk of customs delays.
Shipping Costs
United Kingdom & United States: Free shipping on all orders.
European Union: Free shipping is available on most orders. Shipping costs, where applicable, will be clearly displayed at checkout before you complete your purchase.
Carriers
We work with a range of trusted carriers depending on your region, including:
- Royal Mail (UK)
- DHL and FedEx (UK, US, EU)
- Local national postal services where applicable
The carrier used for your order will be confirmed in your dispatch notification.
Order Tracking
Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to track your delivery. If you haven't received tracking details within 3 business days of your order confirmation, please check your spam folder or contact us.
Split Shipments
If your order contains multiple items, they may be dispatched separately and arrive in more than one parcel. This is normal and does not mean part of your order is lost. You will receive individual tracking information for each shipment where available.
Customs, Duties & Taxes
UK & US customers: No customs charges apply to domestic orders.
EU customers: Orders are shipped from within the EU where possible, which means customs duties should not apply in most cases. Where import VAT or duties are applicable, these will be clearly indicated at checkout. We do not add hidden charges after purchase.
Delays & Disruptions
While we do everything we can to meet our delivery estimates, we cannot be held responsible for delays caused by:
- Carrier disruptions or strikes
- Severe weather or natural events
- Customs processing outside our control
- Incorrect delivery addresses provided at checkout
If your order is significantly delayed, please contact us and we will investigate on your behalf.
Lost or Missing Orders
If your tracking shows delivery but you haven't received your order, please:
- Check with neighbours and any safe locations on your property
- Allow 2 additional business days in case of carrier delays
- Contact us at support@embertrail.life if the issue persists
We will work with the carrier to resolve the issue and, where appropriate, arrange a replacement or refund.
Contact Us
For all shipping queries:
📧 support@embertrail.life 🏢 The Ember Trail (trading name of JWLH Enterprises Limited)
We aim to respond within 2 business days.