Shipping Policy

Shipping & Returns Policy

1. Order Processing

Orders are processed within 1–3 business days (Monday–Friday, excluding UK public holidays).

During peak periods, processing may take longer.

You will receive dispatch confirmation and tracking details where available.

2. Delivery Estimates

Delivery timeframes are estimates only and not guaranteed.
We are not responsible for delays caused by couriers, customs, weather, strikes, or other events beyond our control.

3. High-Value Items & Signature Delivery

For selected high-value products, we may require:
- Signature upon delivery
- Identity verification before dispatch
- Use of insured or tracked delivery

Delivery only to a secure address (no PO boxes).

Responsibility transfers once the parcel is signed for at the delivery address or delivered in accordance with any authorised instructions.

Repeated failed deliveries or refusal may result in return shipping and admin fees deducted from any refund.

4. EU & Non-EU Europe Shipping

Standard (Non-DDP) Shipping

Customers are responsible for:
- VAT, customs duties, and local import taxes.
- Any customs clearance or handling fees.

If a shipment is refused due to unpaid customs charges:
- Return shipping costs
- Customs return fees
- Administrative charges
will be deducted from any refund.

EU Delivered Duties Paid (DDP) Shipping

For EU DDP orders:
- VAT and duties are included at checkout; no additional payment required on delivery.
- If a parcel is refused for reasons unrelated to damage/fault, any non-recoverable VAT, duties, shipping, and admin fees may be deducted from the refund.

Delivery delays caused by EU customs inspections remain outside our control.

5. Delivery Responsibility & Risk

In accordance with the Consumer Rights Act 2015, goods remain at our risk until they come into the physical possession of:
- The customer, or
- A person nominated by the customer to accept delivery

Where delivery instructions are provided (safe place, third-party acceptance), responsibility transfers once delivery is confirmed in line with those instructions.

We are not liable for loss or theft after confirmed delivery under authorised instructions.

6. Incorrect Address & Failed Delivery

Customers must provide accurate delivery details.

If an order is returned due to:
- Incorrect or incomplete address
- Failed delivery attempts
- Refusal of delivery (excluding statutory cancellation rights)
- Failure to pay customs or import charges

We reserve the right to charge additional shipping for redelivery or deduct return and administrative fees from any refund.

7. Right to Cancel / 14-Day Cooling-Off Period

Under Consumer Contracts Regulations 2013, UK and EU customers may cancel orders within 14 days of receiving goods without giving a reason.

Notify us in writing (email acceptable) within 14 days to exercise this right. Returned items must arrive within 14 days of notification.

8. Returns & Refund Eligibility

To be eligible for a full refund, items must be:
- Unworn and unwashed
- In original condition and packaging
- Security-tag attached and untampered with (branded swing tag with original locking string intact)

Items returned without the intact security tag attached will not be accepted and will be returned to the customer at the customer's expense, including any shipping, customs, duties, taxes, or other costs incurred.

Customers may handle goods only to the extent necessary to inspect them as they would in a retail store.

9. Refunds

If eligible, refunds will include:
- Full purchase price
- Standard outbound shipping cost (where applicable)

Refunds will be processed within 14 days of receipt of returned goods (or proof of return).

Deductions may apply for any loss in value caused by handling beyond reasonable inspection.

Refunds will be made using the original payment method unless otherwise agreed.

10. Faulty, Damaged, or Not as Described

Under the Consumer Rights Act 2015, all goods must be:
- Of satisfactory quality
- Fit for purpose
- As described

Faulty items are exempt from security-tag restrictions.

Customers may choose repair, replacement, or refund. Photographic evidence may be requested. Return shipping costs for faulty items are covered by us.

UK and EU customers may request a full refund within 30 days of delivery if the goods are faulty.

11. Exchanges

Exchanges are subject to stock availability.

To be eligible for exchange, items must meet all conditions in Section 8 (unworn, unwashed, security-tag intact).

If items do not meet these conditions, exchanges will be refused and the items returned to the customer.

12. Lost or Damaged Items

Report damaged items within 7 days of delivery with photographic evidence.

If a parcel is lost in transit, we will investigate with the courier before issuing a replacement or refund.

13. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including but not limited to:
- Natural disasters
- Transport disruption
- Industrial action
- Governmental actions or regulatory inspections