Shipping Policy
This Shipping Policy sets out the delivery terms for orders made through our website. When you place an order with us, you agree to the delivery terms described in this policy.
1. Order Processing
1.1 EU delivery destinations
We deliver to all 27 European Union member states: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia (Czech Republic), Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Norway is not an EU member state. We also deliver to Norway under the international delivery terms set out below.
After dispatch, we send a confirmation email with the tracking information for your order.
- Orders placed and paid for before 3:00 PM UK local time, Monday to Friday excluding UK bank holidays, are dispatched the same day. UK local time means GMT in winter and British Summer Time (BST) in summer. Orders placed or paid for after the cut-off, or on weekends and UK bank holidays, are dispatched on the next working day.
- We provide tracking numbers for all orders. Once your order has been dispatched, you will receive an email with your tracking number and a link to track your shipment via Royal Mail.
1.2 Delivery Charges and Free Delivery
Free standard Royal Mail delivery is available on orders containing two or more bottles for delivery within the United Kingdom, or three or more bottles for international delivery, including Ireland. No minimum spend is required. Below these bottle thresholds, standard delivery costs £3.49 within the United Kingdom and £8.49 internationally, including Ireland. Delivery charges are displayed at checkout before you place your order.
1.3 Cancelling an order
You can cancel your order before or after dispatch. Email moc.sbalmehcra@troppus with your order number as soon as possible. If your order has not been dispatched, we will stop it and issue a full refund.
If your order has already been dispatched, we may be unable to stop delivery. You must return the unopened parcel to us, with the products unused and their original seals intact. Contact us for return instructions; refusing delivery alone does not notify us that you wish to cancel.
For a change-of-mind cancellation, notify us within 14 days of receiving the goods and send them back within 14 days of notifying us. You pay the return postage unless the return is due to our error or faulty goods. Refunds, including any standard outbound delivery charge due, are handled under our Returns and Refund Policy. We may withhold the refund until we receive the goods back or evidence that you have sent them back, whichever is earlier.
The unopened-parcel requirement does not limit your statutory rights. Any sealed-goods exception applies only where its legal conditions are met, and your rights concerning faulty, damaged or incorrectly supplied goods remain unaffected.
2. Delivery Times
Delivery times are estimates and commence from the date of dispatch, not the date of order: United Kingdom – estimated next working day; international destinations, including the EU – estimated 3–5 business days, plus any customs clearance time. Please note:
- International delivery times may vary depending on the destination country.
- Delivery times are estimates only and are not guaranteed.
- Delays may occur during peak periods, bank holidays, or due to circumstances beyond our control.
3. International Orders Outside the United Kingdom
3.1 Additional Instructions
For orders delivered outside the United Kingdom, we will send additional instructions to your email address regarding how your order will be shipped. Please review these instructions carefully.
3.2 International Customs Clearance
Parcels ship from the United Kingdom via Royal Mail. Deliveries outside the United Kingdom, including the EU, may be subject to customs clearance at the destination.
- Customs delays are beyond our control. If your shipment is held by customs for inspection, please do not be alarmed. Customs authorities will review and release your package. Such inspections typically take anywhere from a few days up to 10-15 days.
- We take all reasonable steps to facilitate smooth customs clearance.
3.3 Customs Duties, Fees, and Import Charges
For deliveries outside the United Kingdom, including the EU, import VAT, customs duties and carrier handling fees may apply. These charges are determined by the destination authorities, are payable by the recipient and are not included in our prices.
4. Delivery Issues
4.1 Lost Packages
If your parcel seems lost or has not arrived within a reasonable time:
- Begin by checking the latest status in your tracking information.
- Allow additional time for potential customs delays (for deliveries outside the United Kingdom, including the EU).
- If you believe your package is lost, please contact us at moc.sbalmehcra@sredro
Our Policy:
- If a package is lost in transit due to carrier error, we will reship your order free of charge.
- If a package is lost because of an incorrect address you provided, contact us so we can investigate. If it is returned to us, you can arrange reshipment at the additional delivery cost or request cancellation under section 1.3 and our Returns and Refund Policy. This does not limit your statutory rights.
4.2 Incorrect Address
Check that your delivery address is complete and accurate before placing your order. We are not responsible for packages that are undeliverable, lost, or returned due to:
- Incorrect or incomplete address
- Failure to collect from a delivery point
- Refusal of delivery
If a package is returned to us due to an incorrect address, contact us to arrange reshipment at the additional delivery cost or cancellation under section 1.3 and our Returns and Refund Policy.
4.3 Damaged Packages
If your package arrives damaged, please refer to our Returns and Refund Policy for instructions on how to proceed.
4.4 Undeliverable Packages
If a package is returned to us as undeliverable, contact us to arrange reshipment or cancellation under section 1.3 and our Returns and Refund Policy. Additional shipping charges apply if you choose reshipment.
5. Contact Us
For questions about delivery of your order, contact us: moc.sbalmehcra@sredro
By placing an order on our website, you acknowledge that you have read and agree to this Shipping Policy
