Shipping policy

Shipping Policy

1. Order Processing

All orders are processed within [2] working days after payment has been received.

Orders placed on weekends or public holidays will be processed on the next working day.

If we experience high order volumes or delays, customers will be notified via email.

2. Delivery Locations

We currently ship to:

• United Kingdom
• Europe
• International destinations, exceptions do apply.

If your country is not listed at checkout, please contact us before placing an order.

3. Delivery Times

Estimated delivery times are:

United Kingdom
• Standard Delivery: 2 to 5 working days
• Express Delivery: 1 to 2 working days

International
• Europe: 5 to 10 working days
• Rest of World: 7 to 15 working days

Delivery times are estimates and may vary depending on postal services, customs processing, or seasonal demand.

4. Delivery Charges

Delivery costs are calculated during checkout based on:

• Delivery location
• Weight or size of the order
• Selected shipping service

The final shipping cost will be displayed before payment is confirmed.

5. Order Tracking

Where available, tracking details will be provided once the order has been dispatched.

Customers can use this information to monitor the progress of their delivery.

6. Risk and Responsibility

Responsibility for the goods passes to the customer once the goods have been delivered to the delivery address provided at checkout.

If a parcel appears damaged upon arrival, customers should notify the delivery service and contact us as soon as possible.

7. Delivery Delays

While we aim to deliver orders within the estimated time frames, delays may occur due to circumstances outside our control including:

• postal service disruptions
• customs processing
• severe weather conditions
• public holidays

We will not be held responsible for delays caused by third party delivery services.

8. Customs and Import Duties

International orders may be subject to customs duties, taxes, or import fees imposed by the destination country.

These charges are the responsibility of the customer and are not included in the purchase price or shipping cost.

9. Incorrect Addresses

Customers are responsible for providing accurate shipping information.

We cannot guarantee changes to delivery details once an order has been processed.

If an order is returned due to an incorrect address, additional shipping charges may apply.

10. Lost or Missing Packages

If your order has not arrived within the expected time frame, please contact us at:

Email: wheelerandwheelerhouseofgems@outlook.com

We will investigate the issue with the courier and provide assistance where possible.

11. Delivery Time Limits

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods must be delivered within 30 days unless otherwise agreed with the customer.