Delivery Responsibility

Delivery Responsibility

Once an order has been dispatched, customers are responsible for providing accurate and complete delivery information and for following the delivery instructions and tracking information provided by the courier.

We are responsible for the order until it has been delivered to the customer or otherwise delivered in accordance with the customer’s instructions. We cannot accept responsibility for delivery problems arising from an incorrect or incomplete address, failure to follow courier instructions, or delivery arrangements specifically requested or authorised by the customer, to the extent permitted by applicable consumer law.

Where a customer has requested or authorised delivery to a safe place, neighbour, reception area or other nominated location, the customer accepts responsibility for that delivery arrangement to the extent permitted by applicable consumer law.

If an order is shown by the courier as delivered but the customer has not received it, the customer must contact us promptly. We will open an investigation with the relevant courier where appropriate.

Courier Investigation Period

Courier investigations may take up to 20 business days to complete, depending on the courier and the circumstances of the delivery. During this period, we may need to wait for the courier to provide information such as delivery records, GPS/location information, delivery photographs, driver confirmation or other proof of delivery.

Customers are asked to allow the full investigation period for the courier to complete its enquiries before a final outcome can be determined. We will keep the customer informed of any significant updates received from the courier.

Customers are responsible for any customs duties, import taxes or other charges that are expressly stated to be payable by the customer before placing the order.

Nothing in this policy affects the customer’s statutory rights under applicable UK consumer law.