All your questions on shipping policy, delivery charges and customs answered here


We continue to deliver our orders around the world.

Deliveries may take slightly longer due to COVID-19 related delays and restrictions. If you are having any issues with your delivery, please get in touch with DHL Customer Service at 0844 248 0844 and quote your tracking number. Alternatively, please email us at or call us at +44 (0)20 8877 1616. Ettinger Head Office is currently operating from Monday to Friday, 8am-4pm GMT. 

Shipping Policy

All our products are either wrapped in tissue and presented in a complimentary handmade gift box or placed in a cloth dust bag. We then safely pack all your purchased items in a dispatch box or padded envelope, ready for delivery.

All our deliveries are made by our carrier, DHL, using their express services. Some international destinations can benefit from next business day delivery, provided that the order is cleared before 12 noon (London, UK, time) on a business day, but most may need 2 days or more. A business day is generally Monday to Friday from 09:00-17:00, excluding bank holidays, but local variations may apply. Weekend delivery and timed delivery slots are not yet available with our carrier. In any event, delivery times are given as estimates from the time of pick-up and we cannot be held responsible for minor delays. You will be notified when the parcel leaves our premises and the estimated delivery time starts then.

Please note that our carrier requires a signature upon delivery. If nobody is available at the point of delivery and a signature cannot be obtained they will leave a card, giving instructions for re-delivery. Please note that, due to local language barriers, we cannot give delivery instructions for international deliveries, other than the recipient’s name, address and telephone number. Please make sure these are as clear and complete as possible.

Delivery Charges

The cost of delivery will appear on your shopping list only when you have entered your delivery details. The cost is for one dispatch, regardless of the size and number of items chosen and is based on the following:


GBP (£)

USD ($)

EUR (€)

Estimated delivery time





1-2 working days

Channel Islands and Isle of Man




1-2 working days

EU and North America




1-2 working days

Rest of Europe and Turkey




2-3 working days

Far East (except Japan), South East Asia and Australasia




3-4 working days

Rest of the World




3-5 working days


The delivery times shown above are shown from the moment the parcel has been collected by the carrier and are estimates only. In no way can we guarantee these shipping times, they are shown here only to give you an indication of the possible delivery times.

Please note that, due to local agreements, orders made on cannot be delivered to Japan. For deliveries to Japan, please place your order on

Force Majeure

There may also be occasional delivery restrictions to certain countries, due to political or economic restrictions or natural disasters. Should your order be affected and DHL cannot deliver the goods, we will notify you immediately and endeavour to find a suitable alternative. If no alternative is possible then your order will have to be cancelled or put on hold for you to pick up from our head office.

Whenever possible, you will be notified by e-mail when your order has been cleared for despatch.



We endeavour to ship all our international parcels Delivered Duty Paid (DDP), which means we will pay any customs import duty on your behalf, except for any orders going to China mainland and to Ukraine, and in other rare occasions and destinations where specific customs rules prevent the shipper from doing so. With these rare exceptions we will deal on a case-by-case basis. Please note that all duties and taxes on orders going to China mainland will be the responsibility of the receiver.  Please also note that the recipient may be contacted by local customs offices to help clear the goods. 

Customs clearance procedures may delay the delivery of your goods, especially if your local customs office or any other representative has difficulties getting in touch with the recipient of the parcel.

To ensure smooth delivery, please make sure the delivery contact details are accurate and the recipient is expecting the parcel.

If you are sending the parcel to a third party, for example as a gift, please note that they will be responsible for clearing the goods through customs. Please ensure they are made aware of this and that the delivery details, especially the telephone number, are theirs and not yours.