Shipping policy

Shipping Policy

1. Delivery Locations

United Kingdom

We deliver to eligible physical addresses in:

England.
Scotland.
Wales.
Northern Ireland.

Unless expressly enabled at checkout, we do not deliver to:

The Channel Islands.
The Isle of Man.
British Overseas Territories.
BFPO addresses.
PO Boxes.

Customers are responsible for providing a complete and accurate delivery address. Please contact us before placing an order if you are unsure whether an address is eligible.

2. Shipping Costs

United Kingdom

Standard delivery to eligible United Kingdom addresses is free. No minimum order value is required.

Any optional expedited or premium delivery service, if offered, will be separately identified and priced before payment.

3. Order Processing

Orders are normally processed Monday to Friday, excluding applicable public holidays.

Processing time: 1–3 business days.

Our general order cut-off time is 5:00 PM in the time zone used by the applicable fulfilment location.

Orders placed after the applicable cut-off time, on weekends, or on public holidays normally begin processing on the next business day.

Order processing time is separate from carrier transit time unless a delivery estimate expressly states that it includes both.

4. Estimated Delivery Times

Delivery estimates are not guaranteed delivery dates. Unexpected carrier delays, severe weather, public holidays, address problems, and events outside our reasonable control may affect delivery.

United Kingdom

Processing time: 1–3 business days.

Estimated transit time after dispatch: 5–7 business days.

Total estimated delivery time from order placement: 6–10 business days.

The estimated delivery information displayed on the product page or at checkout should be read together with this policy. Where a more specific estimate is shown for a particular product or address, the more specific estimate will apply.

5. Business Days

For the purposes of this Shipping Policy, business days are Monday to Friday, excluding UK public holidays and any public holiday affecting the relevant fulfilment facility.

For United Kingdom orders, business days exclude UK bank holidays.

6. Order Confirmation and Dispatch

After an order is placed, Freed Store will normally send an order confirmation email.

An order confirmation acknowledges that we have received the order. It does not necessarily confirm that the order has been accepted for fulfilment.

Once an order has been dispatched, we will normally send a shipping confirmation containing a tracking number or tracking link.

Please allow up to 24 hours after dispatch for tracking information to become active.

7. Carriers and Fulfilment Partners

Orders may be stored, packed, and dispatched by third-party logistics providers acting on behalf of Freed Store.

Depending on the destination and fulfilment location, carriers may include:

Royal Mail.
Evri.
DPD.
Other tracked postal or courier services.

The use of a particular carrier is not guaranteed unless expressly confirmed for the order.

8. Taxes and Charges

Any product price, shipping charge, tax, or other mandatory amount collected by Freed Store will be displayed before payment.

United Kingdom orders are arranged so that customers are not required to pay undisclosed import VAT, customs duty, or handling charges to receive their order.

If a carrier incorrectly requests an additional payment that was not disclosed before purchase, customers should contact Freed Store before making payment so that we can investigate.

9. Shipping Delays

If Freed Store becomes aware that an order cannot be dispatched or delivered within the stated estimated timeframe, we will contact the customer where reasonably possible.

We may provide:

A revised estimated delivery date.
An alternative product, subject to the customer’s agreement.
The option to cancel an unshipped order for a full refund.

Nothing in this section limits any statutory delivery or cancellation rights available to customers.

10. Lost Parcels

If a parcel has not arrived by the end of the expected delivery period, please contact Freed Store.

We may ask customers to confirm:

The delivery address.
Whether anyone else at the address accepted the parcel.
Whether the parcel was placed in a safe location.
Whether a neighbour or reception area accepted delivery.

We generally treat a parcel as potentially lost if it remains undelivered seven business days after the final estimated delivery date, although a carrier investigation may begin earlier.

If a parcel is confirmed lost, Freed Store will offer an appropriate remedy, which may include:

A replacement at no additional charge.
A full refund to the original payment method.

11. Tracking Shows Delivered but Parcel Is Missing

If tracking shows that a parcel was delivered but it cannot be located, please:

Check entrances and safe places around the property.
Check with household members.
Check with neighbours.
Check with a building reception, concierge, or mailroom.

Contact Freed Store promptly if the parcel remains missing. We will review the delivery information and, where appropriate, open an investigation with the carrier.

A carrier’s delivered scan does not automatically remove any consumer right where the goods were not actually received by the customer or a person authorised by the customer.

12. Incorrect or Incomplete Addresses

Customers must provide an accurate and complete delivery address.

If an address is incomplete or incorrect, an order may be delayed, returned, or become undeliverable.

Please contact Freed Store as soon as possible if an address correction is required. We will attempt to make the change before dispatch but cannot guarantee that a change will be possible after fulfilment has begun.

Where an order is returned because the customer supplied an incorrect or incomplete address, Freed Store will contact the customer to discuss redelivery or refund arrangements.

13. Order Changes and Pre-Dispatch Cancellation Requests

Freed Store begins processing orders quickly.

Customers should contact us as soon as possible to request an address change, product change, or cancellation.

Requests received within 15 minutes of order placement have the best chance of being completed before fulfilment begins. This is an operational processing period and not a limitation of any statutory consumer right.

Once an order has entered fulfilment or has been dispatched, we may be unable to stop delivery. Customers may still use any applicable return or statutory cancellation right after receiving the goods.