Shipping policy
1. Order Processing Times
Clearly state how long it takes to prepare an order before it is handed to a courier.
- Standard Processing: Most UK businesses aim to dispatch within 24–48 hours.
- Operational Hours: Specify if you process orders on weekends or UK Bank Holidays, as these typically do not count as "working days".
- Cut-off Times: If you offer next-day delivery, include a daily cut-off time (e.g., 2 PM GMT).
2. Shipping Rates & Delivery Estimates
Use a table to make domestic and international options easy to scan.
| Destination | Shipping Method | Est. Delivery Time | Typical Starting Cost |
|---|---|---|---|
| UK (Domestic) | Standard (e.g., Royal Mail 48) | 2–4 working days | ~£3.25+ |
| Express (e.g., DPD/RM 24) | 1–2 working days | ~£5.15+ | |
| Europe | Standard International | 3–7 working days | ~£13.85+ |
| USA/Canada | Standard International | 7–14 working days | ~£59.54+ |
| Australia/NZ | Standard International | 7–21 working days | ~£80.00+ |
3. International Customs, Duties & Taxes
You must inform international customers about potential extra costs to avoid disputes.
- Responsibility: State clearly that the customer is the importer of record and is responsible for all local import duties, VAT, and handling fees.
- Refusal: Warn that if a customer refuses to pay customs fees, the parcel may be destroyed or returned, and any return shipping costs may be deducted from their refund.
- Brexit Note: Remind EU customers that shipments from the UK now face customs checks and potential import charges.
4. Tracking & Delivery Issues
- Tracking: Confirm if tracking is provided via email once the order is dispatched.
- Missed Deliveries: Explain the process for missed packages or items left in a "safe place".
- Damaged Goods: Under UK law, the trader is responsible for the goods until they are in the customer's physical possession. Provide a clear timeframe (e.g., 48 hours) for reporting damage.
5. Shipping Restrictions
- PO Boxes: State if your couriers cannot deliver to PO Boxes or military addresses (APO/FPO).
- Restricted Items: Mention any products that cannot be shipped internationally due to safety regulations (e.g., liquids, batteries, or perfumes).