Last Updated: 20 July 2026 

 

This policy explains how orders for the Emergency CORE Bag are prepared, shipped and delivered.

 

The Emergency CORE Bag is supplied only to businesses, charities, public bodies, other organisations and self-employed individuals purchasing for workplace, professional or organisational use. We do not currently accept orders for personal or household use.

 

This policy should be read alongside our Website Terms and Conditions and Returns & Refunds Policy.

 

1. Where we deliver

We currently deliver to addresses in mainland United Kingdom. 

 

Delivery to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands or other areas, as applicable may require us to provide an individually priced delivery quote.

 

We do not currently deliver to addresses outside of the United Kingdom.

 

We are unable to deliver to PO boxes.

 

2. Order preparation and dispatch 

We prepare each order individually and aim to dispatch orders within 3 business days after:

• the order has been accepted;

• full payment has been received; and

• we have received all information needed to process and deliver it.

 

A business day means Monday to Friday, excluding public holidays in England and Wales.

 

Orders placed outside our business hours, at weekends or on public holidays will begin processing on the next business day.

 

Dispatch times may be longer:

• during particularly busy periods;

• for larger or multiple-bag orders;

• where an individual product is temporarily unavailable;

• where the delivery address or order information needs to be confirmed; or

• because of circumstances outside our reasonable control.

 

We will contact you if we become aware of a significant delay in preparing your order.

 

3. Shipping charges

Shipping is charged separately from the price of the Emergency CORE Bag. 

 

Shipping charges are based on factors including:

• the number of bags ordered;

• the total size and weight of the shipment;

• the delivery destination;

• the delivery service selected; and

• any additional carrier charges applying to the destination.

 

The applicable shipping charge will be shown before your order is confirmed.

 

For some destinations or larger orders, the website may be unable to calculate shipping automatically. Where this happens, we will contact you with a delivery quote before accepting or dispatching the order.

 

You will not be charged an additional shipping amount after placing your order unless:

• you ask us to change the order;

• you ask us to change the delivery address or service;

• the original information supplied was inaccurate or incomplete; or

• another additional charge has been agreed with you.

 

4. Delivery estimates

Any delivery timeframe shown on the website or provided in an order confirmation is an estimate unless we expressly agree a guaranteed delivery date in writing.

 

Estimated delivery times begin from the date the order is dispatched, not the date it is placed.

 

The time taken to prepare the order is separate from the carrier’s estimated delivery time.

 

We cannot guarantee that an order will arrive by a particular date unless we have expressly agreed this with you in writing.

 

Please allow sufficient time when ordering for a scheduled event, training day, workplace opening or other fixed deadline.

 

5. Multiple bag orders

Orders containing more than one Emergency CORE Bag may be:

• packed in more than one parcel;

• shipped as more than one consignment; or

• delivered at different times.

 

Where an order is divided into separate consignments, we will provide the available tracking information for each consignment.

 

The shipping charge shown or agreed for the order will cover the planned consignments unless the order or delivery arrangements are subsequently changed at your request.

 

 

6. Delivery address and contact information 

You are responsible for providing a complete and accurate delivery address, including:

• the organisation or business name;

• the building name or number;

• the full postcode;

• the name of an appropriate delivery contact;

• a working telephone number; and

• any information reasonably required to access the site.

 

Please check these details carefully before submitting the order.

 

If you notice an error, contact us immediately at emergencycorebag@outlook.com.  We will try to update the delivery information, but we cannot guarantee that a change can be made after an order has been prepared or passed to the carrier.

 

We are not responsible for a delay or failed delivery caused by incomplete, inaccurate or outdated information supplied with the order.

 

7. Access to delivery location 

You are responsible for ensuring that the carrier can safely and reasonably access the delivery location.

 

Please tell us before dispatch about any relevant restrictions, including:

• limited opening hours;

• security gates or controlled access;

• loading or parking restrictions;

• construction-site access requirements;

• remote or difficult-to-access locations; or

• a requirement for the carrier to contact someone before arrival.

 

8. Delivery and receipt 

Delivery is completed when the order is delivered to:

• the delivery address provided with the order;

• a reception, mailroom or authorised person at that address;

• another location expressly authorised by you; or

• a nominated safe place, where you have instructed or authorised the carrier to leave it.

 

Responsibility for the order passes to you when delivery is completed.

 

Please ensure that someone is available to receive the order where a signature or attended delivery is required.

 

9. Tracking information 

Where tracking is available, we will send the details to the email address provided with the order.

 

Tracking information may take some time to become active after the carrier has collected the parcel.

 

Any delivery instructions entered through the carrier’s website or app are provided directly to the carrier. We are not responsible for changes made by the customer through the carrier’s delivery-management service.

 

10. Missed or failed deliveries 

If the carrier is unable to complete delivery, it may:

• attempt delivery again;

• leave instructions for rearranging delivery;

• leave the order at an authorised collection point; or

• return the order to us.

 

You are responsible for following the carrier’s instructions and arranging redelivery or collection within the period specified by the carrier.

 

Where delivery fails because:

• no one was available to receive the order;

• access to the delivery location was not possible;

• the address or contact details were inaccurate or incomplete;

• the customer did not collect the order;

• the customer refused delivery without an agreed reason; or

• the customer did not follow the carrier’s instructions,

 

you will be responsible for any additional redelivery, storage or return-to-sender charges incurred.

 

If the order is returned to us, we may require those costs and the cost of redelivery to be paid before the order is sent again.

 

Where the order is cancelled after being returned to us, any refund will be limited to the amount paid for the products, less the shipping, return-to-sender, storage or other carrier costs that we have incurred.

 

1. Refused deliveries

Please do not refuse a delivery solely because you have changed your mind.

 

A refused delivery does not automatically cancel the order or entitle you to a full refund.

 

If an order is refused and returned to us, the original shipping charge and any return-to-sender charge will remain payable. Any change-of-mind return will be considered in accordance with our Returns & Refunds Policy.

 

If the external shipping packaging is visibly damaged, please photograph the damage and, where possible, ask the carrier to record it before accepting the delivery.

 

1. Delayed deliveries 

Occasionally, deliveries may be delayed by circumstances outside our reasonable control, including:

• carrier disruption;

• severe weather;

• road closures or transport disruption;

• industrial action;

• public holidays;

• unusually high parcel volumes;

• security or access restrictions;

• customs or border delays, where applicable; or

• incorrect or incomplete delivery information.

 

We will provide any information reasonably available to us and, where appropriate, contact the carrier to investigate.

 

We are not responsible for losses caused by a carrier delay that was outside our reasonable control. Nothing in this section limits any responsibility that cannot legally be excluded.

 

11. Orders shown as delivered but not received 

If tracking shows that an order has been delivered but you cannot locate it, please first check:

• with reception, mailroom or site security;

• with colleagues or other people at the delivery address;

• around any agreed safe place;

• any photograph or delivery information provided by the carrier; and

• whether the carrier delivered it to a nearby collection point.

 

If the order still cannot be located, contact us at emergencycorebag@outlook.co.uk as soon as possible and ideally within two business days of the recorded delivery.

 

We will raise an enquiry with the carrier. You may be asked to provide information or complete a declaration to support the investigation.

 

12. Damaged, incomplete, or incorrect deliveries

Please inspect the order promptly after delivery.

 

If the order:

• has been damaged during shipping;

• contains missing products;

• contains the wrong products; or

• does not match the order confirmation,

 

please contact us as soon as possible and ideally within two business days of delivery.

 

Please provide:

• the order number;

• the organisation name;

• a description of the issue;

• photographs of the shipping packaging;

• photographs of the bag and affected contents; and

• a copy or photograph of any carrier damage notice.

 

Please retain the order and all original shipping packaging while the matter is investigated.

 

We will handle damaged, incomplete and incorrect orders in accordance with our Returns & Refunds Policy.

 

13. Lost shipments

A shipment will not be treated as lost solely because it has arrived later than the original estimate.

 

Where tracking has not updated or an order is substantially overdue, please contact us. We will investigate the shipment with the carrier.

 

Carrier investigations can take time, and we may need to wait until the carrier classifies the shipment as lost before providing a replacement or refund.

 

If a shipment is confirmed as lost, we will offer an appropriate resolution, which may include:

• sending a replacement;

• providing a refund; or

• agreeing another arrangement with you.