Shipping policy
1. WHERE WE DELIVER
We deliver to addresses across the United Kingdom, including England, Scotland, Wales and Northern Ireland.
Deliveries to the Scottish Highlands and Islands, the Isle of Man and the Channel Islands may take longer. If we can't deliver to your address, you'll be told before you pay.
2. PROCESSING TIME
All orders are processed within 1–3 working days of payment being confirmed.
Orders placed at weekends or on bank holidays are processed on the next working day. During busy periods (such as Christmas or sales events), processing may take a little longer; if so, we'll let you know by email.
3. DELIVERY TIME
Once your order has been dispatched, estimated delivery is 4–8 working days.
These times are estimates. They start from the day your order is dispatched, not the day you place it, and do not include the processing time set out in section 2.
Maximum delivery time. Under the Consumer Rights Act 2015, we will deliver your order without undue delay and no later than 30 days after your order is confirmed. If we don't, you can ask us to deliver within a reasonable additional period. If we still fail to deliver, you can cancel your order and we will refund everything you paid within 14 days.
4. DELIVERY COSTS
Delivery is free on all UK orders. You will never be charged any delivery cost that wasn't shown to you before you confirmed your order.
5. TRACKING YOUR ORDER
As soon as your parcel is dispatched, you'll receive a confirmation email with a tracking number.
It can take 2–5 working days for the tracking number to become active, while the courier collects and registers your parcel. If your tracking still shows no information after this time, please contact our customer service.
If you haven't received a confirmation email, please check your junk or spam folder before contacting us.
6. MULTIPLE PARCELS
As our products may come from different warehouses, an order with several items may arrive in separate parcels, on different days, with different tracking numbers.
This doesn't mean your order is incomplete. We'll email you each time a parcel is dispatched.
7. DELIVERY ADDRESS
Please check your delivery address carefully before confirming your order.
If you spot a mistake, contact us straight away: we can correct the address as long as your parcel hasn't been dispatched yet. Once the courier has collected your parcel, the address can no longer be changed.
If a parcel is returned to us because the address was incomplete or incorrect, or because it wasn't collected, we can send it to you again at your request, with the redelivery cost payable by you. Otherwise, we'll refund the price of the product.
8. RISK OF LOSS OR DAMAGE
Your order remains our responsibility until you, or someone you've nominated, take physical possession of it.
9. LATE, LOST OR DAMAGED PARCELS
Late parcels. If your parcel hasn't arrived within the estimated delivery time, please contact our customer service and we'll investigate with the courier.
Lost parcels. If your parcel is confirmed lost, we will either send a replacement or give you a full refund, whichever you prefer, at no cost to you.
Damaged parcels. If your parcel looks damaged when it arrives, please mention this to the courier if possible. If your item is damaged, contact us as soon as possible with photos of the parcel and the item, and we'll send a replacement or give you a refund.
This does not affect your statutory rights under the Consumer Rights Act 2015.
10. CUSTOMS, DUTIES AND TAXES
All prices include VAT. No customs duties or import charges are payable on delivery for orders to UK addresses.
11. CANCELLATIONS AND RETURNS
This policy covers delivery only. Your 14-day right to cancel and our returns and refunds process are explained in our Returns & Refunds Policy.
12. CONTACT US
For any questions about delivery or tracking, please email our customer service at [support email]. We reply within 24–48 hours on working days.
The Wee Coo