All orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).
Orders placed on weekends or holidays will be processed on the next business day.
During peak seasons, processing times may be slightly extended.
Customers may request cancellation within the 2-business-day processing window.
Once an order has been dispatched, it cannot be cancelled.
After processing, delivery typically takes:
UK Orders: 4–7 business days
International Orders: 7–12 business days
Delivery timeframes exclude:
Weekends
Public holidays
Customs clearance delays (if applicable)
Please note that these are estimated delivery times, not guaranteed dates.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
You can use this tracking number to follow your parcel’s journey.
If you do not see your shipping email, please check your spam/junk folder before contacting us.
We work with trusted delivery partners including:
Royal Mail
Yodel
Relay
Other regional carriers depending on destination
The final-mile courier may vary depending on your location.
For international orders:
Customs inspections may occasionally cause delays.
Any import duties, taxes, or customs fees are the responsibility of the customer.
We are not responsible for delays caused by customs authorities.
While we aim to deliver within the stated timeframe, delays may occur due to:
Courier operational issues
High seasonal demand
Weather conditions
Customs inspections
Incorrect address details provided by the customer
We are not liable for courier delays once the parcel has been handed over to the shipping provider.
Customers are responsible for providing accurate shipping information at checkout.
If an incorrect or incomplete address is provided:
We are not responsible for failed delivery attempts.
If the parcel is returned to us, reshipping fees may apply.
Address changes cannot be guaranteed once the order has been processed.
If delivery attempts are unsuccessful:
The courier may leave the parcel in a safe place or local collection point.
It is the customer’s responsibility to monitor tracking updates.
If the parcel is returned to us due to non-collection, reshipping fees may apply.
If your item arrives damaged:
Please contact us within 48 hours of delivery.
Provide clear photos of the packaging and product.
We will arrange a replacement or refund where applicable.
We are committed to resolving genuine issues promptly.
A parcel is considered lost if:
Tracking shows no movement for 10+ business days, or
The courier officially confirms it as lost.
We will investigate with the courier and provide a suitable resolution once confirmed.
We strongly encourage customers to contact us directly for any delivery concerns before initiating a chargeback.
We are transparent about our shipping timelines and provide tracking for every order. Filing a chargeback while the parcel is in transit may delay resolution and investigation.
If you have any questions regarding your order, please contact us at:
customerservicestoree@gmail.com
We aim to respond within 24–48 business hours.