Shipping policy

Shipping Policy

1. Order Processing
Orders are processed and dispatched within 1–2 working days (Monday–Friday, excluding bank holidays). Orders placed after [CUT-OFF TIME, e.g. 2pm], or on weekends and bank holidays, are processed the next working day. During sale periods and peak seasons, processing may take up to [X] additional working days.
You will receive a Dispatch Confirmation email, including tracking details where available, once your order has been sent.
2. Delivery Options and Costs
(Adjust to your actual carriers and rates)
Service    Estimated delivery    Cost
Standard UK Delivery    5–7 working days from dispatch    £3.50
Express UK Delivery    1-4 working days from dispatch    £6.99
Free Standard Delivery    3–7 working days from dispatch    Free on qualifying orders (see offer conditions)

Free-shipping promotions apply to the order value after discounts are applied, and to standard delivery only, unless the offer states otherwise. If a return brings your order value below a free-shipping threshold, the standard delivery charge may be deducted from your refund.
Delivery timescales are estimates from dispatch, not guarantees, and may be affected by carrier delays, weather or other events outside our control.

3. Delivery Addresses
You are responsible for providing a complete and accurate delivery address at checkout. We are unable to redirect parcels once they have been dispatched. If you notice an error, contact us via the Help Centre immediately — we can only amend addresses before dispatch.
If a parcel is returned to us because the address provided was incorrect or incomplete, or because delivery was not accepted or collected, we can either re-send it (a re-delivery charge will apply) or refund the order minus the original delivery cost and our reasonable return-handling costs.
Deliveries requested to a "safe place", neighbour, concierge, mailroom or parcel locker are made at your own risk once the carrier confirms delivery to that location.

4. Tracking, Signatures and Proof of Delivery
Where available, tracking information is provided in your Dispatch Confirmation. We reserve the right to require a signature on delivery for higher-value orders.
Delivery is complete, and risk in the goods passes to you, when the parcel is delivered to the address you provided (including any nominated safe place or neighbour). Carrier evidence of delivery including signatures, delivery photographs and GPS location data will be treated as proof of delivery.

5. Late, Lost or Missing Parcels
If your parcel has not arrived within the estimated timeframe:
Check your tracking link, and check with household members, neighbours and any safe places.
If it still cannot be located, contact us via the Help Centre so we can open an investigation with the carrier.
Please report a missing parcel within 14 days of the dispatch date (or, for items showing as delivered, within 7 days of the recorded delivery date). Prompt reporting is essential for us to claim against the carrier; late reports may require additional verification and can limit what the carrier will accept.
Carrier investigations typically take 10–30 working days. Once a parcel is confirmed lost in transit, we will send a replacement or issue a full refund — your choice. Where tracking, photographic or GPS evidence confirms delivery to the address you provided, the parcel is considered delivered; we will still assist you in raising the matter with the carrier, and we handle any disputed cases in line with section 15 of our Terms & Conditions.

6. Missing or Damaged Items in Your Order
All orders are checked, weighed and recorded at dispatch. If your order arrives damaged, or an item is missing, contact us via the Help Centre within 48 hours of delivery where possible, keeping all packaging and including photographs of the parcel, packaging, delivery label and contents. This allows us to claim against the carrier and resolve your issue quickly. Reporting later does not affect your statutory rights, but late claims may need additional verification against our dispatch records.

7. Split Deliveries
If part of your order is unavailable, we will dispatch the in-stock items and refund the unavailable ones (see clause 6.4 of our Terms & Conditions). Where an order is sent in multiple parcels, your cancellation period runs from delivery of the final parcel.

8. International Delivery
(Delete or complete as applicable) We currently deliver to UK addresses only. / We deliver internationally to [COUNTRIES]. International customers are responsible for any customs duties, import taxes and handling fees charged by their local authorities; these are not included in our prices or delivery charges, and refusal to pay them resulting in a returned or destroyed parcel will be treated as a failed delivery under section 3.

9. Contact
For any delivery query, contact us via the Help Centre quoting your order number and tracking reference. We aim to respond within 3 working days.