1. Order processing
Orders are prepared after payment has been authorised and the order has passed any necessary verification. Processing time can vary during collection launches, promotional periods, weekends, and public holidays.
Where available, the most relevant processing and delivery information will be shown at checkout or communicated in your order confirmation.
2. Shipping options and charges
Shipping methods and charges available for your delivery address are displayed at checkout. Options can vary by destination, order value, parcel size, and carrier availability.
If a delivery method is not offered for your address at checkout, we are currently unable to ship that order using that method.
3. Delivery estimates
Any delivery date or delivery window shown at checkout is an estimate rather than a guarantee. Once a parcel has been handed to the carrier, delivery can be affected by circumstances outside our reasonable control, including carrier disruption, customs processing, weather, local restrictions, and peak seasonal demand.
4. Tracking your order
When tracking is available, details will be sent using the contact information supplied with your order. Tracking information can take some time to update after a shipping label is created.
5. Shipping address
Please check your name, address, postal code, telephone number, and other delivery details carefully before completing checkout. If you notice an error, contact us through our Contact page as soon as possible.
We will try to help before dispatch, but we cannot guarantee that an address can be changed once an order has entered fulfilment or has been handed to a carrier.
6. Split shipments
In some cases, items from the same order may be shipped separately. If this happens, you may receive more than one dispatch or tracking notification. You will not be charged an additional shipping fee solely because we choose to split an order.
7. International orders, duties and taxes
Where international shipping is offered, import duties, taxes, customs charges, or handling fees may apply depending on the destination. These charges may be collected at checkout where supported or may be requested by the local authority or carrier before delivery.
Unless stated otherwise at checkout or required by law, charges imposed by the destination country are the responsibility of the recipient.
8. Delayed, lost or damaged parcels
If tracking has not updated for an unusual period, your parcel appears lost, or the package arrives visibly damaged, please contact us with your order number and any useful photographs or tracking details. We will review the issue and, where appropriate, work with the carrier on the next steps.
Please also report an incorrect or damaged item promptly so we can assist under our Returns & Refund Policy.
9. Failed or refused delivery
If a parcel is returned to us because the delivery address was incorrect, delivery was repeatedly unsuccessful, or the parcel was refused, we will contact you where possible. Additional delivery charges may apply before reshipment unless the failure was caused by us or the carrier, or applicable law requires otherwise.
10. Contact
For shipping questions, please contact Dar Nawel through our Contact page and include your order number where possible.