Shipping policy

Shipping Policy - Chapels
Trade Name: Chapels
Contact Phone: +44 1223 236522
Contact Email: chapels05refresh@icloud.com
Business Address: 29 Elm Drive, Billinge, Wigan WN5 7PU, United Kingdom

1. Shipping Processing Time

All orders will be processed within 1–3 business days after successful payment confirmation. Orders placed on weekends (Saturday and Sunday) or UK public holidays will be processed on the next working day. We do not offer weekend processing or delivery by default. For orders placed before 15:00 (GMT) on a business day, we will make every effort to initiate processing on the same day, subject to product availability and payment verification.

2. Shipping Delivery Time & Coverage

We ship to locations worldwide, collaborating with trusted UK carriers including Royal Mail, DPD, and DHL to ensure reliable and timely delivery. Delivery times are estimates and may vary slightly due to carrier performance, peak seasons (e.g., Christmas, Black Friday), remote location deliveries, or unforeseen circumstances.
  • United Kingdom Domestic:
    • Standard Tracked (Royal Mail Tracked 48): 2–4 business days, covering all UK postcodes including rural and remote areas with no additional surcharges for standard delivery.
    • Express Tracked (Royal Mail Tracked 24 / DPD Next Day): 1–2 business days, with delivery available on weekdays (excluding public holidays).
  • European Countries:
    • Standard International Tracked: 5–10 business days.
    • Express International (DHL): 2–4 business days.
    • We utilize authorized IOSS intermediaries (compliant with HMRC’s 2026 policy update) to simplify customs clearance for low-value goods (single item ≤ 150 EUR), reducing unexpected charges for EU customers wherever possible.
  • Rest of World:
    • Standard International Tracked: 10–21 business days.
    • Express International (DHL): 3–7 business days.
    • Delivery to over 230 countries and territories worldwide, with tracking available for most destinations.
Delivery delays may occur due to customs clearance, carrier disruptions, extreme weather, or public health events, which are beyond our control. We will notify you promptly if we anticipate significant delays (more than 3 business days beyond the estimated delivery time).

3. Shipping Fees

Shipping costs are automatically calculated at checkout based on the weight, size of your package, and delivery destination. We offer transparent pricing with no hidden fees, and the exact shipping fee will be displayed before you complete your order, in line with best practices for e-commerce shipping policies.
  • UK Domestic: Free standard shipping for orders with a total value of £50 or more; otherwise, a flat fee of £3.99 applies for standard tracked delivery, and £7.99 for express delivery.
  • European Countries: Shipping fees start from £8.99, with free shipping available for orders over £100. IOSS-related handling fees (if applicable) are included in the shipping cost to avoid additional charges at customs.
  • Rest of World: Shipping fees start from £14.99, with free shipping available for orders over £150.
Occasionally, we may run free shipping promotions or discounted shipping offers, which will be clearly displayed on our store homepage and product pages. These promotions are subject to specific terms and conditions, which will be outlined in the promotion details.

4. Order Tracking

Once your order is dispatched, we will send a shipping confirmation email to the email address you provided during checkout. This email will include a unique tracking number and a direct link to the carrier’s tracking page, allowing you to monitor your package’s delivery status in real-time from dispatch to delivery.
For international orders, tracking visibility may vary by destination and carrier. If you encounter issues accessing tracking information, please contact us for assistance.

5. Undeliverable & Returned Packages

If a package is returned to us due to incorrect or incomplete delivery address, recipient unreachable, unclaimed, or refused delivery, the customer shall bear the return shipping fee and any re-delivery costs. Carriers typically hold unclaimed packages for approximately 3 weeks before returning them to us. We will contact you via your registered email within 3 business days of receiving the returned package to confirm re-delivery arrangements or discuss refund options (excluding original shipping fees).
To avoid delays, please ensure your delivery address is accurate and complete when placing your order, including postcode, house number, and any additional details (e.g., flat number) that may assist the carrier.

6. Customs & Import Duties

For international orders, any local import duties, taxes, or customs clearance fees (including brokerage and disbursement fees) are the buyer’s sole responsibility. We do not cover these additional charges imposed by local customs authorities.
For goods sent to the UK from outside the EU, VAT and customs duty may apply if the total value exceeds £135 (or £39 for gifts). Excise goods (such as alcohol and tobacco) are subject to additional duties regardless of value. For more details, please refer to UK government guidelines on tax and customs for imported goods.
We will provide accurate product information (including HS codes and country of origin) to facilitate customs clearance, but we are not responsible for delays caused by customs inspections or incorrect duty calculations.

7. Damaged, Lost or Missing Packages

Please inspect your package immediately upon receipt. If your package is lost, damaged, or missing items, contact us immediately via email (chapels05refresh@icloud.com) within 48 hours of delivery confirmation. We will require photo evidence of the damage or packaging, and initiate a carrier claim on your behalf.
Depending on the outcome of the claim, we will arrange a replacement, full refund (including original shipping fees), or partial refund according to the actual situation. We do not accept liability for damage caused by improper handling after delivery or for items lost due to incorrect address provided by the customer.

8. Prohibited & Restricted Items

We do not ship prohibited items as defined by UK and international shipping regulations, including but not limited to excise goods (without proper documentation), dangerous goods, counterfeit products, and items that violate carrier restrictions. For a full list of prohibited items, please contact us before placing your order.

9. Contact Support

For any shipping-related questions, concerns, or inquiries (including order tracking, delivery delays, or damaged packages), please reach out to us using the following contact details:
  • Email: chapels05refresh@icloud.com
  • Phone: +44 1223 236522 (Monday to Friday, 9:00–17:00 GMT)
  • Postal Address: 29 Elm Drive, Billinge, Wigan WN5 7PU, United Kingdom
We aim to respond to all shipping inquiries within 1–2 business days and resolve issues as quickly as possible to ensure a positive shopping experience.