Deliveries

When will I get my delivery?

Our fleet of van deliver across the UK every day. Delivery dates to suit your requirements will be agreed upon opening an account with us. Orders should be placed before our order cut-off time (2pm) the day before a specified delivery date to guarantee delivery.

Please note: customers in Scotland must place their order 48 hours before delivery.

How much is delivery?

There is no charge for standard deliveries which meet agreed order minimums. Where customers request emergency or non-standard deliveries we may choose to use a third-party courier service, which will incur additional charges. We will let you know about any additional charges before confirming the order.

I want my order delivered to a different address than usual. How do I arrange this?

For security purposes, any new delivery address will need to be set up on your account prior to placing an order. Please email creditcontrol@enotriacoe.com, stating the new address. You will be informed as soon as you are able to place an order for delivery there.

Please email customerservices@enotriacoe.com with the new delivery address details and we will get this added to your account. Please be aware that the available delivery days may vary across the country depending on availability; delivery days available will be confirmed once the delivery address has been set up on your account.

Can I collect my order from your warehouse?

If you wish to collect an order from our London warehouse, please state this when placing your order or contact customerservices@enotriacoe.com to arrange a collection window. Collections must be pre-approved and can be accommodated 9am and 4pm at our London warehouse. Please note, orders for collection will need to placed before 2pm the day before collection.

Do I need to be in when my delivery arrives?

All deliveries or collections made by Enotria&Coe need to be checked and signed for upon delivery by an authorised member of staff. If you are unable to be present for a delivery or collection, we ask you to alter your delivery window times in advance, to work around your schedule. Please ensure that any member of staff on-site who signs for a delivery or collection has permission to do so.

If you have missed a scheduled delivery, please contact Customer Services to arrange re-delivery. This will normally be on the next available delivery day. If you require a delivery any sooner than that, we may have to use a third-party courier which may incur extra charges.

Why has my order been sent via DPD?

Orders requested for non-standard delivery days may be sent via our delivery partner DPD. Occasionally we may also send small orders via DPD for exceptional logistical reasons (e.g. bad weather). Orders delivered by DPD can be tracked on the DPD website using the order number.

How do I track my order?

If your order is being sent by DPD, you can track your order on the DPD website using your order number which will be emailed to you. For standard orders delivered by our fleet of delivery vehicles, please contact Customer Services.

Where is my delivery?

We take care to route all our customers' deliveries in the time windows specified, but in very rare cases, circumstances beyond our control can affect the timings of our drivers' routes. Where possible we will call ahead to let you know of any delays.

If you have not heard from us and your delivery is late, please call Customer Services on 020 8961 5161. Our systems are equipped to view the location of the majority of our drivers, so we will be able to give you an update on what time your delivery should arrive.

I've received items I did not order

If your delivery contains items that were not on your original order, please notify your delivery driver before signing for the delivery, and these will be returned to us. We will ensure your account is not charged for any items you have not requested.

I've been delivered broken or faulty products.

How do I report this issue?

On the rare occasion where a delivery is damaged in transit, we will notify you, and arrange organise a re-delivery on the next available delivery date. Should an item arrive damaged, please notify your delivery driver, who will record all damaged stock on the delivery note before asking you to sign for the delivery. Your account will be reimbursed automatically upon the driver's return to the warehouse, and a redelivery will be arranged.

To report damaged products, please contact Customer Services at customerservices@enotriacoe.com, and where possible attached a photo of the affected products. We ask that all issues are logged with us within 48 hours of you receiving the delivery.