Delivery policy

Last updated: 15 September 2026

Free, tracked delivery to every UK address. Here's what happens, step by step, from the moment you order to the moment the parcel is in your hands — and what we do if it goes off script. This policy applies together with our Returns & Refunds Policy.

1. The timeline

• The moment you order. Within minutes you get an order confirmation by email. Read the delivery address in it — this is also your only window to cancel or change the order: 5 minutes, as explained in section 3.
• Processing, 1–3 working days. The order is picked, packed and handed to the courier. Working days are Monday to Friday, excluding bank holidays; orders placed on a Friday evening start processing on Monday. In the run-up to Christmas and during major promotions, processing can take up to 2 additional working days.
• The day it's dispatched. You get a dispatch email with the courier's name and a tracking number.
• In transit, 3–5 working days. Royal Mail, Evri, DPD, Yodel or DHL, depending on your address and the size of the parcel, always on a tracked service.
• Delivery, 4–8 working days in total. The parcel is delivered to your door, left in a safe place, handed to a neighbour, or taken to a collection point or Post Office, and the courier tells you which by text or card. Parcels at a collection point need to be picked up within the holding period, or they come back to the courier (section 5).

These are estimates based on courier performance, not guaranteed dates: severe weather, courier disruption, bank holidays and customs inspections can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a parcel is late or lost.

2. What it costs and where we deliver

Nothing beyond the price at checkout: delivery is free with no minimum spend, and nothing is collected on delivery. We deliver to every UK address, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Channel Islands, at no extra cost. We don't currently deliver outside the UK.

3. Cancelling or changing an order

Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@amorycolondon.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).

4. Tracking and split parcels

Allow 2–5 working days for the first scan; a tracking page that says only "label created" in the first days is normal, and updates can be less frequent while the parcel travels between courier hubs. If tracking hasn't updated for 10 working days, email us and we'll check with the courier.

Items are dispatched from the fulfilment centre that holds them, so items in your order may be sent separately on different days, each with its own tracking number and email, at no extra cost. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

5. When the script goes wrong: wrong address, refused or uncollected parcels

Check your address before you complete checkout — house number or name, street, flat number where relevant, postcode and a mobile number for the courier. Address changes are only possible within the 5-minute window in section 3; after dispatch, couriers don't redirect consumer parcels.

Parcels that can't be delivered because the address was wrong or incomplete, or that aren't collected from a collection point or Post Office within the holding period, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

6. Late or lost parcels

If tracking shows the parcel moving, give it a little more time. If tracking goes quiet for 10 working days, or the parcel is more than 7 working days past the estimated delivery window, email us your order number. We'll open a trace with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

7. Marked delivered, but not received

Check the tracking photo, the porch, a safe place, the communal entrance and neighbours, and review the courier's proof of delivery — couriers sometimes scan a parcel shortly before the final handover. If it hasn't turned up, contact us within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.

8. Damaged on arrival

Keep all packaging and email us within 3 working days of delivery with your order number and photographs of the parcel, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).

9. VAT and duties

All prices include VAT at 20%. If your order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us before the parcel is released — no "fee to pay" card from Royal Mail, no customs charge, nothing collected on delivery.

10. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 3.

11. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@amorycolondon.com