Shipping Policy

1. Order Processing & Dispatch Orders are dispatched within 1–2 business days after payment confirmation. Orders placed after 1:00 PM will be processed the next working day. Orders placed after 9:00 AM on Saturdays will be processed on Monday. Orders placed on weekends or public holidays will be processed the next working day. Dispatch times are estimates and not guaranteed.

 

2. Shipping Methods & Delivery Timeframes We ship via Royal Mail Tracked services: UK Tracked 24 (estimated 1 working day) International Tracked (estimated 5–10 business days) All delivery timeframes are estimates only and not guaranteed. By purchasing, you acknowledge that delays may occur due to postal service issues, customs processing, or external factors beyond our control. We are not liable for delivery delays once an order has been dispatched.

 

3. Transfer of Responsibility Once an order has been dispatched and accepted by Royal Mail: Responsibility for delivery transfers to the carrier Risk of loss passes to the customer, except where prohibited by law We fulfil our obligation when the parcel is handed to the shipping provider with valid tracking.

 

4. Tracking & Proof of Delivery All tracked shipments include delivery confirmation. Royal Mail may provide: GPS location data Delivery scans Photographic evidence (where available) If tracking confirms delivery to the address provided at checkout: The order will be considered successfully delivered and fulfilled No refunds, replacements, or chargeback claims will be accepted

 

5. Incorrect Address & Customer Responsibility Customers are solely responsible for providing an accurate shipping address. We are not liable for deliveries made to incorrect or incomplete addresses supplied at checkout Orders delivered to the provided address are considered fulfilled If a parcel is returned due to incorrect address details: A £10.50 re-delivery fee will apply Original shipping costs are non-refundable

 

6. Lost, Missing, or Misdelivered Parcels If your order has not arrived: You must contact us within 5 days of the expected delivery date Failure to report within this timeframe may result in claim rejection We will submit a claim with Royal Mail on your behalf. Important: Claims are subject to Royal Mail investigation outcomes We do not issue refunds or replacements until the investigation is completed Claim Outcomes Approved by Royal Mail → Replacement or refund issued at our discretion Denied (e.g. delivery confirmed via GPS) → No refund or replacement This policy applies regardless of customer claims of non-receipt.

 

7. Safe Place & Delivery Instructions If you request or allow delivery to: A safe place, or A neighbour or alternative location Then: Delivery is considered complete once confirmed by Royal Mail We accept no liability for loss, theft, or damage after delivery

 

8. Damaged Parcels To report damage: You must contact us within 48 hours of delivery Provide clear photographic evidence of: The product External packaging Failure to report within this timeframe will result in claim denial. All damage claims are subject to Royal Mail’s claims process.

 

9. International Shipping & Customs For international orders: Customers are fully responsible for compliance with local import laws We are not responsible for: Customs seizures Import taxes or duties Regulatory delays Orders seized or held by customs are not eligible for refunds or replacements.

 

10. Chargebacks & Payment Disputes By placing an order, you agree: A valid tracking number and delivery confirmation constitutes proof of fulfilment Filing a chargeback for a delivered order may be considered fraudulent activity We reserve the right to: Provide all order, tracking, and delivery evidence to payment providers Dispute all chargebacks with supporting documentation Refuse future service to customers who initiate unjustified disputes 

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11. Contact For all shipping-related enquiries: Email: tynesidepeptides@proton.me