Draft for review — not yet in effect. Clause 7 still waits on a real fact about Royal Mail’s undelivered-parcel handling.
1. Where we deliver
We currently deliver within the United Kingdom only. We do not ship internationally.
2. Dispatch times
We aim to dispatch orders within 48 hours of the order being placed. Dispatch is when we hand your order to Royal Mail — it is separate from, and earlier than, delivery.
3. Delivery services and timescales
We currently offer a single UK delivery service: Royal Mail 1st Class. Royal Mail’s published aim for 1st Class is delivery on the next working day after posting, but this is an estimate, not a guarantee.
4. Delivery charges
UK delivery costs £3.99 per order. Orders totalling £100 or more qualify for free UK delivery.
5. Temperature-controlled shipping and storage
Where a product requires temperature-controlled shipping, we pack it with an ice pack in insulated packaging. On arrival, check the product immediately and store it as instructed on the product page or delivery note. If a temperature-controlled shipment appears to have arrived warm, contact us straight away using the details in clause 9 — see also our Refund & Returns Policy, clause 6.
6. Tracking
Tracking is provided on every order. You will receive the Royal Mail tracking reference for your order once it has been dispatched.
7. Missed deliveries and incorrect addresses
If nobody is available to take delivery, Royal Mail will normally leave a card and hold the parcel at your local delivery office for up to 18 days before returning it to us. If you provide an incorrect delivery address, or a parcel is returned to us as undelivered, we may charge a reasonable redelivery fee before sending it again. A temperature-sensitive product that has missed its delivery window cannot be redelivered or refunded, for the reasons set out in clause 5 and in our Refund & Returns Policy, clause 5.
8. International orders, customs and import duties
We currently only deliver within the United Kingdom, so this section does not apply today. If we begin shipping internationally, this clause will state that the buyer is the importer of record, responsible for their own country’s import rules and any customs duties or import taxes, before international orders open.
9. Contacting us about a delivery
Questions about a delivery can be sent to us via the details on our Contact page.