Shipping policy

Effective date: 1st August, 2025
Last updated: 12th July, 2026


OVERVIEW

This Shipping Policy applies exclusively to orders delivered within the United Kingdom and is operated by GARAE LIMITED. All provisions comply with applicable UK consumer protection legislation. Delivery services to the European Union, the United States and all other overseas territories are not available.


1. Order Processing Time

The majority of orders will be processed and dispatched within 2–3 business days upon successful payment confirmation. Processing work includes order verification, product inspection and packing preparation.

Orders submitted on weekends, bank holidays or major promotional campaign periods will be processed on the next available business day.

If your order contains pre-order goods, the overall delivery schedule shall follow the stock arrival timeline of pre-order items.


2. Delivery Options & Service Coverage

Two tiers of domestic delivery services are provided for UK customers, with different delivery speeds and corresponding charging standards.
  • Standard Delivery – Free service, goods arrive within 48 hours after dispatch.
  • Premium Expedited Delivery – Paid value-added service, goods arrive within 24 hours after dispatch.
The daily same-day processing cut-off time for premium expedited delivery orders is 14:00 GMT. Any expedited orders placed after this time will be processed on the following business day.

At present, premium expedited delivery service covers England, Wales and mainland Southern Scotland only. We plan to expand the service coverage to all regions of the United Kingdom in subsequent policy updates.


3. Shipping Charges

All orders shipped to addresses within the United Kingdom are eligible for complimentary standard delivery service.

Additional delivery surcharges may apply to remote highland and island postcode areas, and all extra fees will be clearly displayed on the checkout page prior to payment completion.

For detailed provisions regarding return delivery fees, please refer to our independent Return & Refund Policy document.


4. Order Tracking

Once your order has been dispatched, a shipping confirmation email containing exclusive tracking information will be sent to your registered email address.

You may check real-time delivery progress through the tracking link inside the confirmation email, the order detail page under your personal account, or the dedicated order tracking page on our official website.

Please allow 24–48 hours after dispatch for the delivery system to fully synchronise and display updated logistics movement records.


5. Address Accuracy Requirements

Customers shall provide complete, accurate and valid delivery address and postcode information when placing orders. GARAE LIMITED shall bear no liability for delivery delays, failed deliveries or returned parcels caused by incomplete, incorrect or expired address information provided by users.

No address modification requests can be processed once parcels have entered the delivery distribution system.


6. Multi-item Single Order Delivery Rules

We will arrange combined delivery for all goods under one order wherever possible. If products are stored in separate warehouses, items will be delivered in separate parcels with independent tracking records, and an individual dispatch notification email will be sent for each separate shipment.


7. Handling of Lost, Damaged, Missing or Incorrect Goods

If the tracking record marks the parcel as delivered but you have not received the goods, or the delivered goods are damaged, incomplete or inconsistent with your purchased items, please contact our customer support team promptly and provide your complete order number for verification.

All claims for lost, damaged, missing or incorrectly delivered goods must be submitted within 7 calendar days from the recorded delivery date. To speed up our verification process, you are required to provide supporting evidence including photos of the outer package, shipping label, defective products and product SKU labels where applicable.
After verifying the issue via cross-check with internal warehouse and delivery partners, we will arrange free replacement shipments for confirmed lost or wrong delivery cases. GARAE LIMITED reserves the right to restrict or decline re-delivery services or partial refunds according to specific case circumstances. Complimentary replacement goods issued shall not support secondary return or refund applications.


8. Order Cancellation During Transit & Parcel Refusal

If you intend to cancel your order while the parcel is already in transit, please notify customer support as soon as possible. Refund processing will only commence after the returned parcel arrives at our warehouse and passes inspection.

If mid-transit interception cannot be completed successfully, you have the right to refuse parcel acceptance upon delivery, and the goods will be automatically returned to our warehouse.


9. Risk Transfer & Delivery Insurance

All deliveries are governed by standard delivery contract provisions: ownership and all risks of loss or damage of goods transfer to the customer at the moment goods leave our warehouse and enter the delivery circulation system.

If you purchased optional delivery insurance at checkout, you may submit compensation claims via the order centre page for loss, damage or severe delays occurring during transit.


10. Force Majeure & Delay Exemption Clause

GARAE LIMITED shall not be held liable for delivery delays caused by uncontrollable external factors, including extreme weather, natural disasters, delivery system operation failures, long-duration inspection procedures, public holidays, labour strikes and all other force majeure events.


11. Frequently Asked Questions

Q: I purchased multiple items in one single order, will all products be delivered together?

A: We will prioritise combined single-parcel delivery for all items under one order. Separate shipments may apply due to different warehouse storage locations, and you will receive an independent dispatch notification email for each parcel.

Q: Can I modify my delivery address after the order has been dispatched?

A: Address adjustments are not available once parcels enter the delivery distribution network.

Q: What should I do if I receive goods that do not match my order?

A: Please contact our official customer support team immediately to resolve the issue.


12. Relevant Official Policies

For complete terms governing your shopping experience, please review our supporting official documents listed below:
  • Terms of Service
  • Return & Refund Policy
  • Privacy Policy


13. Customer Support Contact Information

For all enquiries related to delivery, logistics and shipping issues, please contact our dedicated support team via official email.

Official Support Email: support@garae.co.uk

Company Name: GARAE LIMITED
Effective Date: 1st August, 2025
Last Updated Date: 12th July, 2026