Shipping policy

Dispatch & Delivery

• Dispatch times – Orders received before 2 pm Monday–Friday are dispatched the same day via DPD. We will email you a dispatch confirmation with your tracking number.
• Delivery window – Deliveries occur Monday to Friday between. Weekend or public‑holiday deliveries are not available. We cannot deliver to PO Box addresses.
• Signature required – DPD cannot leave parcels in a “safe place.” If no one is available, DPD will usually attempt delivery again the next working day or may leave the parcel with a neighbour. If multiple attempts fail, the parcel may be returned to us; re‑delivery charges will apply.

Tracking & customer responsibilities

• Correct address – Please ensure your delivery and contact details are accurate when placing your order. We are not responsible for delays or losses caused by incorrect or incomplete addresses.
• Monitoring delivery – Use the tracking information we provide to monitor your delivery and ensure someone is available to receive it. If your order is delivered to a neighbour or reception because no one is present, the delivery is considered complete.

Non‑delivery & claims

• Notify us promptly – If your order has not arrived by the expected delivery date, you must contact us immediately, and no later than 14 days from dispatch date. Under our couriers’ terms (e.g., DPD), senders must report any loss or damage within 14 days of dispatch, myportal.drivers.dpd.co.uk; claims submitted after this period will not be accepted.
• Additional safeguard – We encourage customers to notify us within 5 days of the expected delivery date to allow sufficient time to investigate
• Failure to notify – If you do not inform us of non‑delivery within 14 days of dispatch, we may not be able to offer compensation or a replacement, as we will be unable to submit a claim to the courier.

Liability

• Risk & ownership – We remain responsible for your goods until they are delivered to the address you provided or a neighbour you.
• Losses in transit – We will assist you in pursuing any claim for lost or damaged goods reported within the 14‑day dispatch. However, we cannot be liable for delays caused by circumstances beyond our control (e.g., courier network disruption, severe weather or customs delays).
• Consequential losses – We are not liable for indirect or consequential losses (such as loss of income) arising from delayed or missing deliveries.

International shipments & customs

• Customs & duties – For international orders, any customs duties or import taxes are the customer’s responsibility. Delivery times may vary due to customs inspections.
• Prohibited addresses – We are unable to deliver to PO Boxes or freight‑forwarding companies outside the UK.