Domestic and International Shipping Policy Updated: 11 December 2024
Thank you for choosing to shop with Phoenix Healing (UK&I) Ltd. We aim to provide the best shopping experience, ensuring your orders are delivered safely and efficiently. Below is our detailed shipping policy:
1. Shipping Locations
We currently offer shipping to the following locations:
- Domestic Shipping: We ship to all UK addresses.
- International Shipping: We ship to select countries outside of the UK. Please see below for the full list of countries we currently ship to.
2. Shipping Methods and Delivery Times
Domestic (UK) Shipping:
- Standard Delivery:
- Price: £5.50
- Estimated Delivery Time: 3-7 business days
- Delivery Method: Royal Mail, Hermes, or other standard couriers
- Tracking: Available for all standard orders. You will receive a tracking number once your order ships.
- Next Day Delivery:
- Price: £30
- Estimated Delivery Time: 1 business day (if ordered before 12 pm)
- Delivery Method: Courier, DPD, Royal Mail, or similar.
- Tracking: Available for all next-day orders. You will receive a tracking number once your order ships.
- Free Standard Delivery:
- Offer: Free standard shipping on orders over £200 (Available for UK addresses only)
International Shipping:
We ship to the following countries:
- United States, Argentina, Austria,
Australia(halted 31 Oct 2017), Belgium, Belize, Brazil, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, England, Estonia, Finland, France, Georgia, Germany, Greece, Guam, Guatemala, Hong Kong, Hungary, Iceland, India, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta,Mexico, Netherlands, Netherlands Antilles, New Zealand, Northern Ireland, Norway, Philippines, Paraguay, Peru, Poland, Portugal, Puerto Rico, Romania, Russia, Scotland, Slovak Republic, Slovenia, South Africa, Sweden, Switzerland, U.S. Virgin Islands, United Kingdom, Uruguay, Wales - Regulations can change rapidly so even if you do live in one of the above countries, we cannot guarantee that the package will not be held up. International ordering is done at the risk of the customer. Packages delayed by or held by their country’s customs on purpose or by mistake are the responsibility of the customer. We are not always able to keep up with changes in international law however we will endeavor to update our site on an ongoing basis to reflect to our current ability to ship to certain countries. If you have a package held by customs, you will want to contact customs in your country. Most often a piece of info is incorrect or missing for them to send the package on it’s way. Please let us know if you have an issue so we can evaluate and record the incident. We are not liable for any Taxes for payments you will need to pay to customs or government officials to receive your package and we do not refund for delayed or seized shipments.
- International Standard Shipping:
- Price: £22 (depending on weight/destination)
- Estimated Delivery Time: 7-21 business days (depending on the destination)
- Delivery Method: FEDEX, DHL, DPD, UPS, or similar
- Tracking: Available for all international orders. You will receive a tracking number once your order ships.
- International Express Shipping:
- Price: £32 (or vary based on weight/destination)
- Estimated Delivery Time: 3-7 business days (depending on the destination)
- Delivery Method: FEDEX, DHL, DPD, UPS, or similar
- Tracking: Available for all express orders. You will receive a tracking number once your order ships.
3. Shipping Costs
Shipping costs are calculated at checkout based on the weight of your order, the shipping destination, and the shipping method selected. You can always see the total shipping cost before finalizing your purchase.
Free UK Shipping: We offer free standard shipping on orders over £200 within the UK.
International Shipping Costs: International shipping costs are calculated based on the destination country and order weight. You will see the total cost of shipping during the checkout process.
4. Order Processing Time
- Orders are typically processed within 1-2 business days (Monday to Friday, excluding public holidays).
- Please note that during busy periods (e.g., holidays, promotions), processing may take slightly longer.
Order Confirmation: Once your order is confirmed, you will receive an order confirmation email. If we encounter any issues with your order, we will contact you within 1 business day.
5. Delivery Delays
While we strive to deliver your orders on time, there may be delays caused by circumstances outside our control, such as:
- Adverse weather conditions
- Delays from our shipping partners or customs (for international orders)
- Public holidays or high-demand seasons
- Actions such as strikes
If there are any significant delays, we will inform you as soon as possible and provide updated delivery estimates.
6. Tracking Your Order
Once your order has shipped, you will receive a tracking number via email (if applicable). You can use this number to track your order directly on the courier’s website.
Please note that some international orders may not have real-time tracking updates until they reach your destination country.
7. Missing or Damaged Items
If your order has arrived damaged or is missing items, please contact us within 7 days of receiving your delivery. We will investigate the issue and work with you to resolve it promptly.
To report a missing or damaged item:
- Email us at [email protected] with your order number, photos of the damaged goods (if applicable), and a description of the issue.
8. Address Changes
Once your order has been processed and shipped, we cannot guarantee that we can change the delivery address. If you notice an error in your shipping address, please contact our customer service team at [email protected] as soon as possible. We will do our best to accommodate the change if the order has not yet been dispatched.
9. Lost or Undelivered Items
- For domestic orders: If your package is marked as “delivered” but you haven’t received it, please check with your local delivery service or neighbors.
- For international orders: If you have not received your package within the estimated delivery time, please contact us at [email protected]. We will assist you in tracking your order.
We are not responsible for any lost packages due to incorrect address information or failure to collect items from the courier.
10. Customs, Duties, and Taxes (International Orders Only)
For international shipments, customs duties, taxes, and import fees may apply. These charges are the responsibility of the recipient and are not included in your shipping fee. We recommend checking with your local customs office for details on any potential charges.
11. Returns and Exchanges
For more information about returns and exchanges, please refer to our Returns & Refunds Policy.
12. Customer Support
If you have any questions or need assistance regarding our shipping policy, please don’t hesitate to reach out to our customer support team at [email protected]. We are available Monday to Friday, 9 AM to 5 PM (GMT).
