Shipping policy

SHIPPING & DELIVERY POLICY

Last updated: 1 September 2026

WHERE WE DELIVER

We currently deliver to addresses in the United Kingdom only.

DELIVERY COST

Delivery is free on all UK orders. There is no minimum spend.

DISPATCH AND DELIVERY TIMES

Orders are dispatched within 24 hours on working days. Orders placed at
weekends or on public holidays are dispatched on the next working day.

Estimated delivery is 7 to 12 working days from dispatch.

These are estimates and not guaranteed dates. Delivery can take longer during
busy periods or because of factors outside our control, such as customs
processing, weather or carrier delays. If your order has not arrived within
the estimated window, contact us at info@nivoxshop.com and we will look into
it for you.

YOUR ORDER MAY ARRIVE IN SEPARATE PARCELS

If you order more than one item, your order may be sent in more than one
parcel and the parcels may arrive on different days. This is normal and does
not mean anything is missing.

Where this happens, you will receive separate tracking information for each
parcel. If one part of your order has arrived and another has not appeared
within the estimated window, please contact us and we will trace it.

Please also note that for the purposes of your 14-day right to cancel, the
cancellation period begins on the day you receive the last item in your
order.

TRACKING

Once your order is dispatched we will email you tracking information. You can
also follow your order on our tracking page. Tracking can take a few days to
begin updating after dispatch.

WHERE ORDERS ARE SENT FROM

Our products are shipped from our fulfilment partners, which may include
warehouses outside the United Kingdom.

IMPORT CHARGES

Depending on how your parcel is processed on entry to the United Kingdom, the
carrier may ask you to pay import VAT and a handling fee before delivery.
Where this applies, these charges are set by HM Revenue & Customs and the
carrier, not by us, and they are payable by you as the recipient. If you are
asked for a charge you were not expecting, contact us at info@nivoxshop.com
before paying it and we will help you resolve it.

WHO IS RESPONSIBLE FOR YOUR PARCEL

Until your order is physically in your hands, it is our responsibility. If a
parcel is lost or damaged before delivery, we will replace it or refund you
in full at no cost to you, whether or not you added Shipping Protection.

SHIPPING PROTECTION

Shipping Protection (£2.49, optional) extends our cover to what happens after
your parcel has been delivered — theft from your doorstep, parcels marked as
delivered that never reached you, and damage after delivery. It also means we
send a replacement straight away instead of waiting for the carrier's
investigation to finish. Full details are in our Refund & Returns Policy.

INCORRECT ADDRESSES

Please check your delivery address carefully at checkout. If an order is
returned to us because the address was wrong or incomplete, we will contact
you to arrange redelivery. We may ask you to cover the cost of sending it
again.

If you spot a mistake in your address, email info@nivoxshop.com immediately
with your order number. We dispatch within 24 hours, so we can only change an
address before the order has left the warehouse.

FAILED OR MISSING DELIVERIES

If tracking shows your parcel as delivered but you have not received it,
please check with your neighbours and any safe place first, then contact us
within 14 days of the delivery date and we will investigate with the carrier.

CONTACT

Email: info@nivoxshop.com