Shipping Policy

We aim to ship all orders within 2-3 working days (not including UK public holidays and weekends).

UK
- Standard Delivery, Tracked: £3.99 (2-5 working days)
- Free UK shipping on orders over £100
- We are currently unable to offer next day delivery

Europe
- Tracked/Signed: £9.99 (up to 15 working days once shipped)

International
- Tracked/Signed: £11.99 (10-25 working days once shipped)

Order Tracking & Delivery

You will receive a tracking number for your order once it has been dispatched. Please use this tracking number to monitor your delivery’s progress.

We strongly recommend checking the status of your delivery to ensure successful receipt. If there are any issues or delays, please contact the courier directly.

Delivery Terms and Customer Obligations

Responsibility for Delivery Failures

Customers are fully responsible for ensuring the accuracy of all delivery information provided at the time of purchase. If an order is dispatched with incorrect or incomplete address details and it is subsequently returned to us, the customer will receive a refund for the item only. Shipping costs will not be refunded as it is the customer’s responsibility to provide the correct delivery address at the time of ordering.

Post-Dispatch Control

Once an order has been dispatched, it is beyond our control. Customers must ensure they are available to receive the order during the expected delivery window. Failure to do so may result in the package being returned to us or delayed.

Re-Delivery Costs and Options

If the delivery fails due to incorrect address details, inaccessible locations, or if the package is not collected within the specified timeframe, the customer will be responsible for any re-delivery costs.

Once the returned item is received back at our warehouse, the customer will be issued an automatic refund for the item value only, excluding the original shipping costs, as it is the customer’s responsibility to ensure the correct address is provided.

The customer can then place a new order with the correct address. Please note, the shipping charges will apply again for the new order.

International Orders & Customs Charges

Please be aware that for international orders, customs charges may apply upon arrival in your destination country. These fees are determined by local authorities and are beyond our control. We cannot be held responsible for any customs duties or taxes that may arise.

If you choose not to pay the required fees and the item is returned to us, please note that the shipping cost will not be refunded.

We strongly recommend checking with your local customs office before placing an order to avoid any unexpected charges.

Shipping Delays & Customs

Please Note: International orders may experience delays beyond the expected delivery time. We have no control over the time it takes for packages to be processed and released by customs in the destination country.

Delivery to South Africa: Customer Responsibilities

For deliveries to South Africa, please be aware that in some cases, customers may be required to arrange the final delivery to their address by contacting the local collection point or courier service, depending on the delivery provider.

This process is beyond our control, as we dispatch orders to the address provided by the customer. However, local postal services or couriers in South Africa may require the recipient to either arrange for delivery or collect the order directly from a designated post office or collection center.

Should the customer decide not to collect the order or make arrangements for delivery, a refund for the item will only be issued once the item is returned to us. Please note that the refund will not include the original shipping cost.

Undelivered Orders (UK) 

If you claim not to have received your order, but tracking shows it has been delivered, we take this matter very seriously. To investigate further, you will be required to complete a Denial of Receipt (DOR) Form. This is a necessary step before we can initiate an investigation with the courier service.

Please be aware that any attempts to falsify or manipulate delivery information will be treated as fraudulent activity. We strongly recommend that you first check with any household members, neighbours, or alternative safe locations where the package may have been left, as couriers sometimes leave parcels in secure spots.

Once the Denial of Receipt Form is completed, we will open an investigation with the courier. However, please understand that this process may take time. If the issue is determined to be genuine, we will offer a solution immediately.

Any claims found to be dishonest will result in the immediate cancellation of your order and refusal of future service.

False Claims of Incorrect Items

We take any claim of receiving an incorrect item very seriously. If you contact us to report that the wrong item has been delivered, we will require you to provide detailed photographic evidence of the item you received, including packaging and labels. This is to ensure that we can quickly and accurately verify the issue.

Please be advised that any attempts to falsely claim that an incorrect item has been received will be treated as fraudulent. If it is found that the correct item was delivered and the claim was made dishonestly, we will take immediate action, including order cancellation and refusal of future service.

However, if the issue is genuine and the claim is valid, we will resolve it promptly and offer an immediate solution.

We are committed to resolving legitimate concerns, but we will not tolerate fraudulent activity under any circumstances.

If you have any questions, please drop us an email at customer@jiivan.co.uk.