Shipping policy

1. Order Processing

All orders are processed within 1–3 working days (Monday to Friday, excluding public holidays).

Once your order has been dispatched, you will receive a confirmation email containing tracking information (where available).

Some products may be shipped from international warehouses outside the United Kingdom. Orders may also be fulfilled by third-party logistics partners.

 

2. Delivery Timeframes

Estimated delivery times:

- Standard Delivery: 11–21 working days
- Express Delivery: 8–13 working days (additional charges apply)

Delivery estimates are not guaranteed and may vary due to:

- Customs processing
- Carrier delays
- High seasonal demand
- Events outside our reasonable control

Maximum Delivery Period

In accordance with the Consumer Rights Act 2015:

Unless otherwise agreed at checkout, goods will be delivered within 30 days of order confirmation.

If delivery does not occur within 30 days, you have the right to:

- Require delivery within an additional reasonable period, or
- Cancel the contract and receive a full refund.

 

3. Risk & Responsibility

Under the Consumer Rights Act 2015, goods remain at our risk until they are delivered to you (or a person identified by you to receive them).

Risk transfers to you only once the goods are in your physical possession.

 

4. Shipping Costs

- Free Standard Delivery on all UK orders (unless otherwise stated at checkout).
- Express delivery is available at an additional cost calculated at checkout.

All delivery charges are clearly displayed before you complete your purchase.

 

5. International Shipping & Import Charges

If goods are shipped from outside the United Kingdom, import charges may apply.

These may include:

- Import VAT
- Customs duties
- Clearance or handling fees

Important

If import VAT and duties are not collected at checkout, they may be charged by the delivery carrier before delivery.

Where applicable:

- These charges are the responsibility of the customer unless explicitly stated otherwise at checkout.
- We do not reimburse customs charges unless the order is returned in accordance with our Return Policy.

In compliance with the Consumer Contracts Regulations 2013:

You will not be charged any additional fees that were not clearly disclosed before you placed your order.

 

6. Delayed or Lost Shipments

If your order is significantly delayed or has not arrived within the expected timeframe:

- Contact us at info@aquamaluna.com
- We will investigate with the shipping partner

If a parcel is confirmed lost before delivery, you may choose:

- A replacement shipment at no additional cost, or
- A full refund

If delivery is delayed beyond 30 days and no alternative delivery arrangement is agreed, you may cancel the order for a full refund.

 

7. Customs Delays

Where goods are shipped internationally, delivery times may be affected by customs inspections or clearance procedures.

We are not responsible for delays caused by customs authorities or regulatory checks beyond our control.

 

8. Cancellation Before Dispatch

You may cancel your order before dispatch. If the order has already been shipped, you must follow the cancellation procedure outlined in our Return & Refund Policy.

 

9. Contact Us

If you have any questions regarding shipping or delivery, please contact:

Solytra Company Limited
Email: info@aquamaluna.com