Shipping Policy

1. Order Processing

1.1 Processing Time

• Orders are processed within 1–2 working days (Monday to Friday, excluding UK bank holidays).
• Orders placed after 2:00 PM (GMT) may be processed the next working day.
• Orders placed on weekends or public holidays will be processed on the next working day.

Processing time refers to the time required to:

• Verify payment
• Prepare and pack your order
• Dispatch the parcel to the courier

Processing time does not include delivery time.

2. Shipping Methods (UK)

We ship all UK orders using Royal Mail tracked services or an equivalent courier service.

2.1 Standard Delivery – Tracked 48

• Estimated delivery: 2–3 working days after dispatch
• Available for most UK mainland addresses
• Fully trackable service

2.2 Express Delivery – Tracked 24

• Estimated delivery: 1–2 working days after dispatch
• Available as a paid upgrade at checkout
• May be automatically applied to qualifying orders

Please note: Delivery timeframes begin after dispatch, not from the time the order is placed.

3. International Shipping

3.1 Availability

We ship to selected international destinations. Available countries and shipping costs are shown at checkout.

3.2 Delivery Timeframes

International delivery times vary depending on:

• Destination country
• Local postal services
• Customs processing times

Estimated delivery: 5–15 working days, depending on destination.

Delivery times are estimates and are not guaranteed.

4. Customs, Duties & Import Taxes (International Orders)

For orders delivered outside the United Kingdom:

• Your order may be subject to import duties, taxes, VAT, or customs handling fees.
• These charges are determined by your local customs authority.
• We have no control over these charges.

The customer is solely responsible for:

• Payment of all customs duties
• Import VAT
• Clearance fees

If a parcel is refused due to unpaid customs charges, we reserve the right to deduct:

• Original shipping cost
• Return shipping cost
• Any customs charges incurred

from the final refund amount.

5. Delivery Timeframes & Delays

All delivery times provided are estimates only.

We are not liable for delays caused by:

• Courier service disruptions
• Weather conditions
• Customs clearance delays
• High seasonal demand (e.g., Christmas, Black Friday)
• Strikes or industrial action
• Incorrect or incomplete delivery addresses
• Events outside our reasonable control

Once an order has been dispatched, responsibility for transit lies with the courier.

6. Delivery Address Responsibility

It is the customer’s responsibility to:

• Provide a complete and accurate delivery address
• Include correct postcode and contact details

We are not responsible for:

• Failed delivery attempts due to incorrect address
• Parcels delivered to the wrong address provided by the customer

If a parcel is returned to us due to:

• Incorrect address
• Refusal of delivery
• Failure to collect from delivery office
• Multiple failed delivery attempts

We may deduct:

• Original delivery charges
• Return postage fees
• Re-dispatch costs (if applicable)

from any refund issued.

7. Tracking Information

Once your order has been dispatched:

• You will receive a shipping confirmation email
• Tracking details will be provided (where applicable)
• You are responsible for monitoring tracking updates

If you do not receive tracking information, please check your spam/junk folder before contacting us.

8. Lost Parcels

A parcel may only be considered lost:

• After 10 working days (UK deliveries), or
• After 20 working days (International deliveries)

If you believe your parcel is lost:

1. Check tracking information
2. Confirm delivery address provided at checkout
3. Check with neighbours or safe places
4. Contact us with your order number

We will initiate an investigation with the courier.

Please note:
We cannot issue refunds or replacements until the courier confirms the parcel as lost.

False claims may be reported to the relevant authorities.

9. Damaged or Missing Items

If your order arrives:

• Damaged
• With missing items
• Opened or tampered with

You must contact us within 48 hours of delivery.

You will be required to provide:

• Clear photographs of the damaged item(s)
• Photographs of the outer packaging
• Photograph of the shipping label

Failure to report damage within 48 hours may affect your eligibility for a replacement or refund.

10. Undeliverable & Returned Parcels

If a parcel is returned to us as undeliverable due to:

• Incorrect address
• Refusal of delivery
• Failure to collect from delivery office
• Unpaid customs charges

We reserve the right to deduct:

• Original shipping costs
• Return shipping fees
• Handling charges

from any refund issued.

Re-delivery may require additional payment.

11. Delivery Restrictions

Some products may be restricted in certain countries due to local regulations (e.g., liquids, medical products).

If we are unable to ship your order:

• We will contact you
• A full refund will be issued if dispatch is not possible

12. Risk & Ownership

Ownership of goods transfers to you once:

• Full payment has been received, and
• The order has been delivered to the address provided

Risk of loss passes to the customer upon confirmed delivery.

13. Contact Information

If you have questions regarding shipping or delivery, please contact our customer support team with:

• Your order number
• Full name
• Details of your enquiry

We aim to respond within 1–2 working days.