Shipping policy
SHIPPING POLICY
Last updated: 22 August 2026
This Shipping Policy explains how orders placed with [YOUR STORE NAME] are processed and delivered.
1. ORDER PROCESSING
Paid and confirmed orders are normally dispatched within 1–3 business days.
Business days are Monday to Friday and exclude UK bank holidays. Orders placed after business hours, during weekends or on bank holidays begin processing on the next business day.
Large orders, payment verification, address questions, stock checks or unusually busy periods may require additional processing time. We will contact you if a material delay is expected.
Dispatch time is separate from carrier transit time.
2. SHIPPING RATES AND SERVICES
Available services and shipping charges are displayed during checkout where possible. Rates may be calculated using:
• total order weight;
• parcel dimensions;
• delivery postcode and country;
• carrier service; and
• any applicable remote-area or handling surcharge.
Delivery dates or transit periods are estimates unless we expressly confirm a guaranteed service in writing.
3. ORDER TRACKING
Where tracking is supported by the selected service, tracking information is sent to the email address used for the order after dispatch.
Tracking may take time to activate after the carrier collects the parcel. Check your spam or promotions folder if you do not see a dispatch email.
The buyer is responsible for monitoring tracking and arranging receipt of the shipment.
4. DELIVERY ADDRESS
You are responsible for providing a complete and accurate delivery address, including the recipient name, business name, building or unit number, street, postcode, country and a working telephone number where requested.
Contact hello@test.com immediately if an address correction is needed. We cannot guarantee that an address can be changed after processing or dispatch.
Additional charges caused by an incorrect address, refused delivery, failed delivery or uncollected parcel may be charged to the buyer where permitted.
5. DELIVERY ESTIMATES AND DELAYS
Estimated delivery time begins when the order is dispatched, not when it is placed.
Delays can occur because of carrier disruption, customs processing, severe weather, strikes, peak seasons, incorrect addresses or events outside our reasonable control.
We are not responsible for a carrier or customs delay that we did not cause, but we will provide reasonable assistance when a shipment requires investigation.
6. INTERNATIONAL SHIPPING
International delivery is available only to destinations supported at checkout or agreed with us.
International shipments may be inspected, held or delayed by customs. Unless checkout expressly states otherwise, the recipient is responsible for:
• import VAT;
• customs duty;
• brokerage or clearance fees;
• local taxes; and
• any other destination-country charge.
These amounts are not included in the product or shipping price unless clearly stated. We cannot mark a commercial order as a gift or declare an inaccurate value.
If an international parcel is refused or returned because charges were not paid, any return cost, carrier charge, customs cost or non-refundable fee may be deducted from an available refund where permitted by law.
7. DAMAGED PARCELS
If a parcel arrives visibly damaged:
• photograph all sides of the parcel before opening it;
• photograph the shipping label, internal packaging and affected goods;
• keep all goods and packaging; and
• contact hello@test.com as soon as reasonably possible, ideally within 48 hours of delivery.
Include your order number and a clear description of the issue. Do not discard packaging or return goods until we provide instructions.
8. LOST OR UNDELIVERED PARCELS
If tracking has not updated for an unusual period or the parcel is shown as delivered but cannot be located:
• check the delivery address and safe locations;
• ask other occupants, reception, neighbours or building management where appropriate;
• review carrier tracking and delivery evidence; and
• contact us with your order number.
Carrier investigations can take time. We will follow the applicable carrier process and provide an appropriate remedy where we are legally responsible.
9. REFUSED OR UNCOLLECTED SHIPMENTS
The recipient must be available to receive the shipment or collect it within the carrier’s stated period.
If a business order is returned because delivery was refused, missed repeatedly, not collected, incorrectly addressed or subject to unpaid import charges, we may charge reasonable redelivery and return costs or deduct them from any amount otherwise refundable, where permitted.
10. RETURNS
Wholesale B2B orders are final sale and are not returnable because the buyer changed their mind, expected a different mixed-stock selection or no longer needs the goods, provided the order materially matches its description.
This does not limit rights that cannot lawfully be excluded. Goods that are damaged, incorrect or materially not as described will be handled under our Return and Refund Policy.
If you purchase as a consumer, mandatory consumer rights remain unaffected, including any applicable online cancellation rights and rights relating to faulty or misdescribed goods.
11. CONTACT
For delivery help, email:
hello@test.com
Include your order number in the subject line.