Shipping policy
- Introduction
1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website.
1.2 This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
- Free delivery
2.1 We offer free standard delivery to all mainland UK addresses on all orders over GBP 35.
2.2 All other orders will be subject to delivery charges as detailed in Section 5.
- Geographical limitations
3.1 We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.
3.2 We may from time to time agree to delivery products to other countries and territories.
- Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select royal mail, and the typical period for delivery of products by this method is 3 working days;
4.2 If you place your order before 4pm on a working day, these time periods run from the close of business on that day; if you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
- Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
5.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges are as follows:
(a) in respect of orders below £35 within the United Kingdom, delivery charges will be £5 and
(b) orders above £35 within United Kingdom it will be free delivery
- Delivery tracking
6.1 Delivery tracking is available in respect of all orders for our products.
6.2 To track your delivery, enter your order number which is provided in your order confirmation email, into our delivery service provider’s website here: www.royalmail.com
- Receipt and signature
7.1 All deliveries are tracked.
7.2 Our delivery service provider will notify you in advance of attempting to make a delivery.
- Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
- Collection
9.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
- Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery, even where the initial delivery was free of charge.
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery;
Drafting notes for delivery policy
This is a standard delivery policy or shipping policy, designed for use in relation to an ecommerce site, although it can easily be adapted for any business that involves the delivery of goods. It is designed with B2C and small B2B deliveries in mind, rather than large B2B shipments.
The delivery policy is one document that many customers will read, so it is important that it is clear and helpful. This template has been designed to be flexible, able to cope with the requirements of different products and carriers.
This template should be used in conjunction with a set of terms and conditions of sale which should incorporate, or should be supplemented by, a returns policy. You must ensure that all these documents are consistent.
A copy of the delivery policy template is included in each of our online shop packs
Section 1 – Introduction
Section 1.1
Will this document cover sales other than those through the website? What additional types of sales will be covered by the document?
Section 1.2
Is the document legally binding? What is the name of the document that governs the sale of products?
Consider whether the delivery policy will create legally enforceable rights and obligations. The decision depends somewhat upon the contents of your terms and conditions of sale. Ensure that this document is consistent with those terms and conditions. You may for instance need to reference this document in the “entire agreement” clause of the terms and conditions.
Section 2 – Free delivery
Does the website operator offer free-of-charge delivery of products (whether generally or on specific orders)?
Section 2.1
What type or method of delivery is or may be free? What geographical limits apply to free delivery? What specific types of order may benefit from free delivery?
Section 3 – Geographical limitations
Section 3.1
Is the website operator always able to deliver to certain countries and territories? To which particular countries and territories may goods be delivered?
Section 3.2
Will the website operator ever agree to deliver to countries and territories outside the standard delivery limitations?
Section 4 – Delivery methods and periods
Section 4.1
(a) – What condition or conditions apply to this delivery method? What is the name of this delivery method (e.g. “standard delivery”)? What is the typical period for delivery by this method?
Section 4.2
When is the cut-off time for order processing on a working day?
Section 4.4
Consider whether to include this element in the document.
Section 5 – Delivery charges
Section 5.1
How will the customer be made aware of delivery charges?
Section 5.2
What factors affect delivery charges?
Section 5.3
Do you wish to specify delivery charges in this document?
(a) – What is the name of the delivery method in question? Provide details of the charges payable in respect of the identified delivery method.
Section 6 – Delivery tracking
Will deliveries be trackable online by the customer?
Section 6.1
What categories of order benefit from delivery tracking?
Section 6.2
What code or number may be used to track deliveries? At what URL can deliveries be tracked?
Section 7 – Receipt and signature
Will any or all deliveries require a signature from the customer?
Section 7.1
What deliveries must be received in person and acknowledge by signature?
Section 7.2
Will customers be notified in advance of a delivery requiring signature?
Section 8 – Additional deliveries
In the case that a first delivery is unsuccessful, will a second delivery be attempted?
Section 8.1
How many additional delivery attempts will be made?
Section 9 – Collection
If the delivery service provider is not able to deliver, will the customer be able to collect the goods from the delivery service provider’s premises or elsewhere?
Section 9.1
How many additional delivery attempts will be made?
Section 10 – Delivery problems
Should the document include a procedure for dealing with problematic deliveries (e.g. where the delivery service provider is unable to deliver the goods)?
Section 10.1
What contact details should be used to report delivery problems?