Shipping Policy

Last updated: 27 September 2025

We ship UK-wide and internationally using trusted carriers. UK orders primarily travel via Royal Mail Tracked (with Age Verification when required). During peak seasons, for example Black Friday or Christmas, we may also use DPD, Parcelforce, FedEx or UPS to keep deliveries moving.

Discreet Packaging & Tracking

  • All orders ship in plain, unmarked packaging.
  • We use tracked services only. You will receive a tracking link when your order is fulfilled.
  • Labels are created in advance. Tracking may activate only once the parcel is first scanned by the courier.

UK Delivery

  • Royal Mail Tracked 24/48: Fully tracked with delivery notifications. Please note, Tracked 24 is not guaranteed next day. Delivery may take up to 10 business days during delays. Tracked 48 may take up to 30 business days during delays.
  • Age Verification: Some products require Age Verification delivery. The courier will confirm the recipient is 18+ and may request ID. If delivery fails due to age verification, the parcel is not re shipped. A refund will be issued minus shipping and handling once reconciled.
  • At busy times, we may use DPD, Parcelforce, UPS or FedEx to meet delivery targets.

International Delivery

  • We use tracked international services, often Royal Mail for Europe and UPS/FedEx for Rest of World.
  • Shipments include customs forms. International customers are responsible for local laws, duties, taxes and import restrictions.
  • No refunds for items refused or seized by customs or local authorities, except where required by law.
  • If an item is returned to us, a refund will be issued minus shipping and handling once reconciled. Where our export documentation was correct, a £25 handling fee may also apply.
  • Delivery times are estimates only and may be affected by customs delays or local carriers. We cannot guarantee delivery dates.

Glass Products, Special Rules

Glass items must be inspected on the day of delivery. These rules are strict and non negotiable:

  • Inspect on the day of receipt based on the courier delivery scan.
  • Do not use, fill with water or assemble before reporting a damage claim. If glass has been used, we will not accept the claim.
  • Report shipping damage by emailing us the same day with photos of:
    • All sides of the outer shipping box
    • All sides of the original product box and packaging
    • Close ups of the break or defect on the glass
  • Glass products are not covered by warranty. Valid shipping damage claims will be handled quickly once verified.

Claims & Investigations

  • If something goes wrong, we will assist you with the courier’s claims process.
  • Some claims require direct contact between the courier and recipient for declarations or reimbursement. We cannot accelerate third party investigations; timelines depend on courier rules.
  • Claims must be initiated within courier windows. Late claims cannot be accepted. For example:
    • Royal Mail: Loss or damage within 80 days of posting
    • Parcelforce: 30 days UK, 15–120 days depending on service
    • UPS: within 60 days of scheduled delivery
    • FedEx: 21 days damage or missing contents, 9 months loss

Important: RMA Required

Please do not return items without authorisation. An RMA allows us to flag your order, avoid delays and ensure nothing is missed. See our Returns Policy for full details.

Abuse Safeguard

We reserve the right to apply a £25 handling and shipping fee for persistent, repeated returns or claims where abuse is reasonably suspected. Genuine returns are always processed under our Refund Policy and Returns Policy.

Jurisdiction

This Shipping Policy and any disputes arising under it are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction. Customers bringing unsuccessful claims are responsible for their own legal costs. We reserve the right to recover costs in cases of fraudulent or abusive claims.

Courier Info & Help

Royal Mail
Website: royalmail.com
Tracking: royalmail.com/track-your-item
Customer service: 03457 740 740

Parcelforce Worldwide
Website: parcelforce.com
Tracking: parcelforce.com/track-trace
Customer service: 03457 950 950

DPD (UK)
Website: dpd.co.uk
Tracking: track.dpd.co.uk
Customer service: via app or online help

UPS
Website: ups.com
Tracking: ups.com/track
Customer service: 03457 877 877

FedEx
Website: fedex.com/en-gb
Tracking: fedex.com/en-gb/tracking.html
Customer service: 03456 07 08 09

Contact

Need help with delivery? Email us at customerservice@crystallizednectar.co.uk. For returns or DOA, please request an RMA first to fast-track your case.