Shipping policy

Important Information

Orders will be shipped from either our UK or EU warehouse, ensuring that customers will not have to pay any import VAT or duties when receiving their order.

A. Shipping Costs & Free Shipping Eligibility

  • United Kingdom (UK): Free shipping on all orders over £50 (2-4 day service). Express shipping is available for an additional charge (next-day delivery if ordered before 3:00 PM GMT).

  • Select EU Countries: Free shipping on orders over €60 to the following countries: Netherlands, Germany, Belgium, France, Austria, Denmark, Italy, Luxembourg, Spain (2-7 day service). Express shipping is available at an additional charge.

  • Other EU & Global Destinations: Shipping fees apply, and delivery times may vary (typically 4-15 days).

B. Delivery Times & Order Processing

  • Order Cut-Off Time: Orders placed by 3:00 PM GMT (Monday-Friday) will be processed within 1-2 business days. Orders placed after this time or on weekends will be processed the next business day.

  • Weekend Processing: Orders are not processed on weekends.

  • UK Deliveries:

    • Free shipping: 2-4 business days.

    • Express shipping: Next-day delivery (if ordered before 3:00 PM GMT, additional charge applies).

    • Saturday delivery available for an extra charge.

  • EU Deliveries:

    • Free shipping destinations: 2-7 business days.

    • Other EU countries: 4-15 business days.

    • No weekend deliveries available in the EU.

C. Couriers

We partner with Royal Mail, DHL, DPD, and Evri, among others, to ensure prompt delivery. The courier used depends on the shipping method and destination.

D. Change of Address

We cannot change the delivery address once an order is in transit. If you need to change your address, please contact us before 3:00 PM GMT on the day of ordering.

E. Cancellations

Orders can be cancelled before 3:00 PM GMT on the date of order. If an order has already been dispatched, please refer to our refund policy.

F. Parcels Damaged in Transit

If you receive a damaged parcel, please reject the delivery if possible and contact customer service. If the parcel is delivered without your presence and is damaged, please report it within 5 working days and provide photos as evidence. We will send a replacement free of charge.

G. Refund & Return Policy

Can I return my item?

Products purchased on our website can be returned for a refund within 30 days of the purchase date. To be eligible for a return, products must be in unused condition with their original packaging intact. Shipping and handling fees are non-refundable.

If you purchased a product from one of our dealers, please contact them directly for their return policy.

Custom Orders: Custom-made products are not eligible for returns.

How to return an item:

  • You can return your purchase within 30 days from the delivery date.

  • Acquire an RMA Number by contacting our customer service team.

  • If your return is within the 30-day return period, you will be provided a prepaid return shipping label (UK only) and a packing slip.

  • Clearly reference your RMA number on the return package.

  • We recommend selecting a trackable shipping method and keeping the tracking information until the return is completed.

  • Refunds take approximately 4 weeks after we receive your product.

  • Shipping charges are not refundable.

  • We do not accept Cash on Delivery (COD) returns.

  • The refunded amount will be credited to your original payment method, depending on the issuing bank’s processing time.

Return Costs:

  • United Kingdom: Free returns.

  • European Union: Customers must pay for return shipping to our Netherlands warehouse.

Customer Support

For any shipping or return-related queries, please contact us at hello@splitflask.co.uk