Shipping policy
Shipping & Delivery Claims Policy
1. Delivery Confirmation
All orders are dispatched with a tracked courier service. Delivery is considered complete when tracking confirms the parcel has been delivered to the address provided at checkout.
Customers are responsible for ensuring delivery details are accurate at the time of purchase.
2. Missing Parcels or Missing Items
To allow us to investigate and lodge a claim with the shipping carrier:
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Customers must notify us of any missing parcels or missing items within 14 days of the recorded delivery date.
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Notification must be made in writing and include the order number and details of the issue.
This timeframe aligns with courier investigation and claims processes. Claims raised after 14 days may be declined where the carrier will no longer accept an investigation.
3. Investigation Process
Where a claim is made within 14 days:
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We will initiate an investigation with the courier.
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Customers may be required to complete a non-receipt declaration or provide supporting information.
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Resolution (replacement, refund, or other remedy) will be provided once the courier investigation is completed.
4. Claims Outside the 14-Day Period
Claims raised more than 14 days after confirmed delivery may not be eligible for courier investigation.
We reserve the right to decline claims where:
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Delivery is confirmed by tracking, and
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Notification was not received within the 14-day window, and
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The delay prevents us from lodging a valid claim with the carrier.
Each case may be assessed individually at our discretion.
5. Consumer Guarantees Act
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993.
Where required by law, we will meet our obligations under the Act.