Help

Welcome to the Eskoship Help Centre.

We want your shopping experience to be simple and straightforward. Below you can find helpful information about orders, payments, shipping, delivery, returns, and contacting our support team.

Orders

How do I place an order?

Browse the products available on Eskoship.com, select the product you wish to purchase, choose any required options, add the item to your cart, and proceed to checkout.

Complete the requested billing, shipping, and payment information to submit your order.

How do I know if my order has been received?

After successfully placing an order, you should receive an order confirmation using the contact information provided during checkout.

Please check your spam or junk folder if you do not see an expected email.

Can I change my order after placing it?

If you need to make a change, contact us as soon as possible.

We will try to assist where possible, but changes cannot always be made once an order has entered processing or has been dispatched.

Can I cancel my order?

Please contact our support team as soon as possible if you wish to cancel an order.

If your order has already been processed or dispatched, cancellation may no longer be possible and the applicable return procedure may need to be followed.

Payments

What payment methods can I use?

Available payment methods are displayed during checkout on Eskoship.com.

Is my payment secure?

Payments are processed through the payment systems made available on our website.

We use appropriate website security measures, while payment information may also be processed securely by third-party payment providers.

My payment failed. What should I do?

If a payment is unsuccessful:

Check that your payment information is correct.
Confirm that sufficient funds or credit are available.
Try the transaction again.
Contact your bank or payment provider if the issue continues.

You may also contact Eskoship support if you believe the problem relates to our checkout.

Shipping and Delivery

Where does Eskoship deliver?

Available delivery destinations will normally be shown during checkout.

If your destination is accepted at checkout, you can proceed with the order unless another restriction is displayed.

How long will delivery take?

Delivery times depend on your destination, product availability, courier operations, customs processing, and other factors.

Please refer to the delivery information shown during checkout or provided with your order for the most relevant estimate.

How can I track my order?

Where tracking is available, tracking information may be provided after your order has been dispatched.

Please allow time for the carrier’s tracking system to update after dispatch.

What if my order is delayed?

Carrier, customs, weather, public holiday, or other external delays can occasionally affect deliveries.

If your order appears significantly delayed, please contact us with your order details so we can review the available information.

What if I entered the wrong delivery address?

If your order has not yet been processed or dispatched, we may be able to update the address.

Once an order has been dispatched, changing the delivery address may no longer be possible.

Returns and Refunds

Can I return an item?

Eligible returns are handled according to the return and refund terms applicable to your purchase and your statutory consumer rights.

Please contact our support team before returning an item so that we can provide the appropriate instructions.

How do I request a refund?

Your order number
Your name
The item concerned
The reason for your request
Relevant photographs or videos, where necessary

Our team will review your request and provide further instructions.

How long do refunds take?

Once a refund is approved and processed, the time required for the funds to appear may depend on your bank or payment provider.

Eskoship does not control processing times imposed by individual banks or payment providers.

Damaged or Incorrect Items

What should I do if my item arrives damaged?

Your order number
A description of the issue
Clear photographs of the item
Photographs of the packaging where relevant

This helps us review your case efficiently.

What if I received the wrong product?

Please contact our support team with your order number and clear photographs of the product you received.

We will review the issue and advise you on the appropriate next steps.

Warranty Support

If a product is covered by a warranty or guarantee displayed at the time of purchase, contact us with your order details and a description of the problem.

Additional evidence, such as photographs or videos, may be requested to help assess the issue.

Warranty coverage may vary depending on the product and the circumstances of the claim.

Account Help

I cannot access my account.

If account functionality is available and you cannot sign in, use the available password-reset option where provided.

If the problem continues, contact our support team.

How do I update my personal information?

Where account editing is available, you can update your information through your account.

For other requests involving your personal information, please contact us.

Privacy and Security

We take customer privacy seriously.

Information submitted through Eskoship.com is handled in accordance with our Privacy Policy.

For more information about how personal information is collected and used, please review our Privacy Policy.

Need More Help?

If you cannot find the answer you need, contact the Eskoship support team.

When contacting us about an existing purchase, including your order number will help us assist you more efficiently.

Email: info@eskoship.com
Address: 5 Cauldon Road, Stoke-On-Trent, United Kingdom, ST4 2EB