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Legal

Shipping policy

Where we ship, how parcels are packed, what delivery costs and what happens if something goes wrong.

Last updated: [DATE]. [PLACEHOLDER LEGAL TEXT] This page is a structured starting point. Replace every bracketed passage with wording reviewed by your own legal adviser before you launch.

1. Where we ship

We ship to the countries listed in the country selector in the header, and to [ADD OR REMOVE DESTINATIONS]. You are responsible for checking that the product may lawfully be imported into your country.

2. Discreet packaging

Orders are packed in plain outer packaging with no product names, imagery or branding on the outside. The courier label shows only the delivery address and the information the courier requires.

3. Processing and delivery estimates

  • Processing: orders placed before [TIME] on a business day are usually packed the same day.
  • Standard delivery: 3 to 7 working days.
  • Express delivery: 1 to 3 working days where available.
  • Collection point: available in selected locations.

These are estimates, not guarantees. Customs checks can add time.

4. Delivery costs

Standard delivery is free on orders above [THRESHOLD]. Below that a flat charge applies, shown at checkout before you pay. Express delivery is charged separately. [ADD YOUR RATE TABLE AND ANY PEAK SURCHARGES]

5. Tracking

You will receive a tracking link by email when your parcel is dispatched. If tracking has not updated for [NUMBER] working days, contact support and we will investigate with the courier.

6. Duties, taxes and customs

Orders shipped outside the country of dispatch may attract import duties, taxes or customs handling fees. These are payable by you and are not included in the order total unless we say otherwise at checkout. We cannot falsify customs declarations or mark parcels as gifts.

7. Delays, losses and non-delivery

If a parcel is delayed, lost or shows as delivered but has not arrived, contact support within [NUMBER] days of the expected delivery date. We will open a claim with the courier, which can take up to [NUMBER] working days. We will replace or refund the order where the courier confirms the loss.

8. Address accuracy

Please check your address carefully. We are not responsible for orders delivered to an address you supplied incorrectly, and re-delivery charges may apply.

9. Return shipping

Return shipping is covered by us where the item is faulty or sent in error, and by you for change-of-mind returns. See the refund policy.