Here you will find everything about our shipping, processing and delivery times, tracking and what to do if you need a hand. This Shipping Policy supplements our Terms of Service and our Returns & Refund Policy.

1. Order processing

1.1 Orders are processed within 1 to 3 business days after payment is confirmed. In individual cases, processing can take up to 4 business days.

1.2 Orders received on weekends or bank holidays are processed from the next business day, within the usual processing time.

1.3 You can cancel or change your order within 24 hours of placing it, provided it has not yet been processed or dispatched (see Returns & Refund Policy, section 2).

2. Delivery times

2.1 After dispatch, delivery usually takes 6 to 8 business days in the United Kingdom. In individual cases it can take up to 12 business days.

2.2 We do our best to keep to this timeframe. Please note, however, that delivery may be delayed in the following cases:

• peak periods, especially between Black Friday and Christmas
• deliveries to the Scottish Highlands and Islands, Northern Ireland, other remote areas
• unforeseen delays with the carrier
• in rare cases, national or international transport disruptions

2.3 Stated delivery times are estimates and are not binding. Unless expressly agreed otherwise, we deliver no later than 30 days after the contract is concluded (see Terms of Service, clause 8).

2.4 Orders with several items may arrive in separate parcels and at different times.

2.5 If you need your order for a specific date or occasion, we recommend ordering early. We cannot guarantee delivery by a specific date.

3. Delivery areas and shipping options

3.1 We deliver to all addresses in the United Kingdom. We do not ship to other countries at this time.

3.2 United Kingdom: Royal Mail Tracked Shipping is free on all orders, with no minimum order value.

3.3 Every order ships with tracking. We do not currently offer an express shipping option.

4. Delivery address

4.1 You are solely responsible for the accuracy and completeness of the delivery address provided at checkout.

4.2 You can correct your delivery address within 24 hours of placing the order, provided it has not yet been processed or dispatched. After that, a change of address is generally no longer possible (see Returns & Refund Policy, section 2).

4.3 If delivery fails because of incorrect or incomplete details, if the parcel is not collected or if delivery is refused, section 8 of our Returns & Refund Policy applies (undelivered, uncollected or refused parcels).

5. Tracking

5.1 As soon as your order has been dispatched, you receive an email with the tracking number. You can also follow your order at any time on our Track Order page.

5.2 Can't find the email? Please also check your spam or promotions folder. If you still cannot find it, contact us at info@susanchester.uk and we will be happy to help.

5.3 In the first days after dispatch, the tracking may not show any movement yet until the parcel has been scanned by the carrier. This is normal.

6. If your order is delayed

6.1 If your order has not been delivered within 12 business days after dispatch, please first check the tracking link in your shipping confirmation.

6.2 If there are no updates, or you are worried about your order, please contact us. We will follow up with the carrier for you.

7. Damaged or lost in transit

7.1 If your order arrives damaged, or you receive the wrong item, we send a new one free of any charges. Please report it by email immediately after delivery, with photos of the item, the packaging and the label. Details are in our Returns & Refund Policy, section 4.

7.2 If a parcel is confirmed lost in transit because of a carrier or logistics problem that you did not cause, we send you a free replacement. The carrier's confirmation is decisive.

7.3 If the tracking shows delivery to the address you provided, the parcel is deemed delivered. In that case, please first check whether it was left in a safe place, with a neighbour or building manager, or at your local post office or collection point, and then contact us so that we can open an investigation with the carrier. We may ask you to confirm in writing that you have not received the parcel. See our Returns & Refund Policy, section 9.

8. Payment methods

8.1 We accept the payment methods shown at checkout, including Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and Shop Pay.

8.2 All payments are processed securely through certified payment providers over encrypted connections. We do not store or have access to your full card details.

9. Questions

If you have any questions about shipping or delivery, we are here to help.

Customer service hours:
Monday to Saturday, 9am to 8pm; Sunday, 10am to 6pm (UK time)

We reply to all emails within 24 hours.

📩 Email: info@susanchester.uk