Shipping Policy
Shipping Information
We aim to dispatch all orders within 2–3 working days, excluding UK public holidays and weekends.
United Kingdom
- Standard Delivery (Tracked): £3.99 (2–5 working days)
- Complimentary UK shipping on orders over £100
- Please note, next-day delivery is not currently available
Europe
- Tracked / Signed Delivery: £9.99 (up to 15 working days once dispatched)
International
- Tracked / Signed Delivery: £11.99 (10–25 working days once dispatched)
Order Tracking & Delivery
Once your order has been dispatched, you will receive a tracking number to follow its journey.
We recommend monitoring your tracking updates to stay informed of your delivery status and ensure a smooth receipt. Should you experience any delays or require further assistance, you may contact the courier directly using the details provided.
Delivery Terms & Customer Responsibilities
Responsibility for Delivery Failures
Customers are kindly asked to ensure that all delivery details provided at the time of purchase are accurate and complete.
If an order is dispatched using incorrect or incomplete address information and is subsequently returned to us, a refund for the item value will be issued once it has been received back at our warehouse. Please note that original shipping costs are non-refundable.
Post-Dispatch Responsibility
Once an order has been dispatched, it is in the care of the courier service and no longer within our direct control.
We kindly ask that customers ensure they are available to receive their delivery within the estimated timeframe provided. In some cases, missed deliveries may result in delays or the parcel being returned to us.
Re-Delivery Costs and Options
If a delivery is unsuccessful due to incorrect address details, inaccessible delivery locations, or if the parcel is not collected within the required timeframe, any re-delivery costs will be the responsibility of the customer.
Should the parcel be returned to us, a refund for the item value will be processed once it has been received back at our office. Please note that original shipping costs are non-refundable.
You are welcome to place a new order with the correct delivery details at any time. Kindly note that standard shipping charges will apply to the new order.
International Orders & Customs Charges
For international orders, customs duties and taxes may be applied upon arrival in your destination country. These charges are determined by local authorities and are the responsibility of the recipient.
While we take great care in dispatching your order, customs policies and fees are outside of our control.
If applicable charges are declined and the parcel is returned to us, a refund will be issued once the item has been received back by our team. Please note that original shipping costs are non-refundable.
To avoid any unexpected fees, we kindly recommend consulting your local customs office prior to placing your order.
Shipping Delays & Customs
Please note that international orders may occasionally experience delays beyond the estimated delivery timeframe due to customs processing in the destination country.
While we ensure all orders are dispatched promptly, customs clearance procedures are managed by local authorities and are outside of our control. We appreciate your understanding and patience in these instances.
Delivery to South Africa: Customer Responsibilities
For deliveries to South Africa, please note that in certain cases, final delivery arrangements may need to be completed directly by the recipient. Depending on the local courier or postal service, you may be contacted to arrange delivery or to collect your order from a designated collection point.
While we ensure your order is dispatched promptly and accurately to the address provided, certain aspects of the final delivery process are managed by local services and are therefore outside of our control.
If an order is not collected or delivery arrangements are not completed, the parcel may be returned to us. In such instances, a refund will be issued once the item has been received back by our team. Please note that original shipping costs are non-refundable.
Undelivered Orders (UK)
If your tracking information indicates that your order has been delivered but you have not received it, please contact us so we can assist further.
To begin an investigation, you will be asked to complete a Denial of Receipt (DOR) form. This step enables us to work directly with the courier to review the delivery in detail.
Before proceeding, we kindly recommend checking with members of your household, neighbours, or any designated safe places, as parcels are sometimes left in secure locations.
Once your form has been submitted, we will initiate an investigation with the courier. Please note that this process may take a little time, but we will keep you informed throughout. Where a claim is verified, we will ensure a prompt and appropriate resolution.
While we are committed to supporting our customers, we also uphold measures to protect against misuse. Claims found to be inaccurate or made in bad faith may result in restrictions on future orders.
Incorrect Item Claims
At our brand, we take great care to ensure every order is fulfilled accurately and to the highest standard.
If you believe you have received an incorrect item, we kindly ask that you contact us with clear photographic evidence of the product received, including all packaging and labels. This allows us to review the matter promptly and provide a swift resolution.
While we are committed to resolving all genuine concerns with care and efficiency, we also maintain strict safeguards to protect the integrity of our service. Claims found to be inaccurate or made in bad faith may result in appropriate action, including limitations on future orders.
Where a claim is verified, we will ensure a seamless and timely resolution.
If you have any questions, please drop us an email at customer@jiivan.co.uk.