Shipping policy

UK ORDERS

We aim to dispatch all UK orders placed Monday to Friday (before 18:00) within 24 hours. Orders placed after 18:00 on Friday or over the weekend (Saturday-Sunday) will be processed and dispatched on Monday (excluding public holidays).

Standard delivery time is 2-3 working days from dispatch. If we experience any delays in dispatching your order, we will notify you via email.

Please ensure your shipping details are accurate at checkout, as we are not responsible for lost or delayed deliveries due to incorrect address information.

Please note that during peak periods (holidays, Black Friday, etc.), deliveries may take longer than expected.

WHAT DELIVERY SYSTEM/COURIER DO YOU USE?

We use Royal Mail Tracked 48 for all UK orders, which provides tracking updates and delivery within 2-3 working days from dispatch. You will receive a tracking number via email once your order has shipped.

For real-time tracking updates, you can use Shop Pay at checkout.

WHAT IF MY ORDER HAS BEEN MARKED "RETURN TO SENDER"?

If an order is returned to us due to:

  • Incorrect or incomplete address details.

  • Failure to collect from the local delivery office.

  • The recipient being unknown at the address.

We will refund only the cost of the item(s), excluding the original shipping fee. A new order must be placed for re-delivery.

WHAT ARE YOUR DELIVERY/POSTAGE FEES? 

  • Orders under £60 – Standard UK shipping is £4.50.

  • Orders £60 and over – Free UK shipping.

  • We do not ship to UK PO Boxes.

CAN I ASK FOR MY PARCEL TO BE DELIVERED TO A 'SAFE' PLACE?

If you request Royal Mail to leave your parcel in a 'safe place' or with a neighbour, you accept full responsibility for the parcel once it has been delivered. We are not liable for any loss, theft, or damage resulting from this request.

TRACKING

Once your order is shipped, you will receive an email with your Royal Mail International Tracked tracking number. You can track your parcel via:
Royal Mail Tracking

Some international postal services may take over tracking once the parcel arrives in your country. If your tracking status does not update, check with your local postal carrier.

WHAT IF I HAVEN'T RECEIVED MY ITEM?

If your order has not arrived within 7-10 working days, please:

  1. Check the tracking number in your dispatch confirmation email.

  2. Verify with neighbours or your local Royal Mail delivery office.

  3. Contact us with your order number, shipping address, and checkout email.

Claims for lost items must be submitted within 30 days of the dispatch date.

WHAT IF MY ITEM IS DAMAGED?

If you receive a damaged or faulty item, please:

  • Notify us via email within 24 hours of delivery, including clear photographic evidence of the issue.

  • After approval, return the item using Royal Mail 1st or 2nd Class Signed For (or a similar service with proof of postage).

  • We will reimburse return shipping costs up to £4.50 upon receipt of proof of postage.

We are not responsible for items damaged due to mishandling after delivery.

 

INTERNATIONAL ORDERS

We aim to dispatch all UK orders placed Monday to Friday (before 18:00) within 48-72 hours. Orders placed after 18:00 on Friday or over the weekend (Saturday-Sunday) will be processed and dispatched 48-72 hours as of Monday (excluding public holidays).

Your order should then arrive at your address within 7 to 21 working days (which may extend to 28 working days or longer, depending on customs processing timeframes in the receiving country). If we need to delay posting your order for any reason, we will notify you via email.

Please ensure your shipping details are accurate at checkout, as we are not responsible for lost or delayed deliveries due to incorrect address information.

Please note that during peak periods (holidays, Black Friday, etc.), deliveries may take longer than expected.

EU COUNTRIES

All orders shipping to EU countries are sent via Royal Mail International Tracked. Shipping rates are weight-based, meaning the more items you order, the higher the shipping cost.

EU Shipping Rates:

  • Orders up to 2 lbs – £14.99
  • Orders 2.1 - 4.4 lbs – £18.99
  • Orders 4.5 - 11 lbs – £24.99
  • Orders 11.1 - 22 lbs – £29.99
  • Orders 22.1 - 33 lbs – £32.99

REST OF WORLD 

For international orders outside the EU, shipping is also weight-based and will be sent via Royal Mail International Tracked.

International Shipping Rates:

  • Orders up to 2 lbs – £26.99
  • Orders 2.1 - 4.4 lbs – £39.99
  • Orders 4.5 - 11 lbs – £62.99
  • Orders 11.1 - 22 lbs – £98.99
  • Orders 22.1+ lbs – £135.00

DELIVERY TIMES

Estimated delivery times for international orders (from the date of dispatch):

  • EU Countries: 5-10 working days
  • USA & Canada: 7-14 working days
  • Australia & New Zealand: 7-14 working days
  • Rest of the World: 10-20 working days

These times are approximate and may vary due to factors such as customs processing, local postal delays, and peak shipping seasons.

CUSTOMS & TAXES

International orders are shipped on a ‘Deliver Duty Unpaid’ (DDU) basis. This means:

  • Any customs duties, taxes, or import fees are the customer’s responsibility.
  • We are not responsible for any delays caused by customs clearance processes.
  • If you refuse to pay the necessary duties and taxes, your parcel may be returned to us or destroyed by customs. If returned, we will refund the item cost only (excluding shipping fees).

We recommend checking your country’s customs regulations before placing an order.

TRACKING

Once your order is shipped, you will receive an email with your Royal Mail International Tracked tracking number. You can track your parcel via:
Royal Mail Tracking

Some international postal services may take over tracking once the parcel arrives in your country. If your tracking status does not update, check with your local postal carrier.

WHAT IF I HAVEN'T RECEIVED MY ITEM?

If your order has not arrived within 7-10 working days, please:

  1. Check the tracking number in your dispatch confirmation email.

  2. Verify with neighbours or your local Royal Mail delivery office.

  3. Contact us with your order number, shipping address, and checkout email.

Claims for lost items must be submitted within 30 days of the dispatch date.

DAMAGED ITEMS

If your item is damaged or otherwise faulty, please notify us and provide photographic evidence within 24 hours of receiving it so we can arrange a solution. After this period, the item will be your responsibility. All our items are pre-inspected before dispatch.

LOST & DAMAGED PARCELS

Lost Parcels: If your order hasn't arrived within the estimated delivery window, please:
- Check your tracking link for updates.
- Contact your local postal service in case of delivery attempts.
- Email us at support@adaptiveindustries.co.uk with your order details.

If Royal Mail confirms the parcel as lost, we will issue a replacement (subject to stock availability) or refund at our discretion.

Returned Parcels: If your parcel is returned to us due to:

  • Incorrect address details provided at checkout
  • Failure to collect the parcel from customs or postal depots
  • Refusal to pay customs fees or import taxes

We will refund only the cost of the item(s) (excluding shipping fees). A new order will need to be placed if you would like the item re-sent.

Damaged Parcels: If your item arrives damaged, please contact us within 24 hours with:
- Photos of the damage/fault
- A brief description of the issue

If a return is required, we will provide return instructions. We do not cover return shipping costs for international orders unless the item is faulty.