Shipping policy
ours Directly — Shipping Policy
Last updated: 12 October 2025
1. How we ship
We operate using a global drop-shipping model. This means your items may ship from suppliers or warehouses based in the UK, EU, USA, or Asia, depending on stock availability and the fastest route to you. If you order multiple items, they may arrive separately, each with its own tracking number.
2. Processing times
Order verification and payment security checks take 0–1 business day. Picking and packing usually takes 1–3 business days (Monday to Friday, excluding UK public holidays). Orders placed after 13:00 (UK time) are processed the next business day. If an item is on back-order or made-to-order, we will contact you with options to wait, swap, or cancel.
3. Delivery estimates (from dispatch)
These are typical windows and not guaranteed. Remote or rural areas may take longer.
• UK: 3–8 business days (Standard) / 2–4 business days (Expedited)
• EU: 5–12 business days (Standard) / 3–7 business days (Expedited)
• USA & Canada: 7–15 business days (Standard) / 4–8 business days (Expedited)
• Rest of World: 8–20 business days (Standard) / 5–12 business days (Expedited)
Expedited options depend on the ship-from location and your delivery address.
4. Tracking
You’ll receive a shipping confirmation email with a tracking link once a label is created (normally within 24–72 hours after dispatch). Tracking may appear static for the first few days during international hand-offs—this is normal.
5. Shipping costs and promotions
Shipping costs are calculated at checkout based on weight, size, destination, and chosen service. From time to time, Yours Directly may offer free shipping promotions; eligibility will be displayed at checkout. If your order ships in multiple parcels, you will not be charged extra beyond the total shown at checkout.
6. Customs, duties, and taxes (international)
Unless otherwise stated, orders are shipped DAP (Delivered At Place) under Incoterms® 2020. This means import VAT/GST, customs duties, and carrier brokerage or handling fees are payable by you to your local carrier before delivery. Customs inspections may add 1–10 business days to delivery time and are beyond our control. Refusal to pay local import charges may result in the parcel being returned or abandoned (see Section 11).
7. Address accuracy and changes
Please ensure your address is complete and correct at checkout. Once dispatched, we cannot reroute parcels. If an item is returned due to an incorrect or incomplete address, we can either reship it (you pay the actual reship cost) or refund the item price minus outbound shipping and any return-handling fees charged by the carrier. Some international carriers do not process returns; these are treated as abandoned (see Section 11).
8. Delivery issues
If your parcel is marked “delivered” but you haven’t received it, check safe places, neighbours, and your exact address first. Contact the carrier with your tracking number. If still missing, contact us within 3 calendar days of the “delivered” scan so we can start an investigation.
If your order hasn’t arrived 30 business days after dispatch on Standard service (or 15 business days on Expedited), please contact us. Once confirmed lost, we’ll reship or refund at our discretion. Some high-value items require a signature. If no one is available, the carrier may attempt redelivery or hold your parcel at a local depot.
9. Damaged or incorrect items
If your item arrives damaged, please photograph the packaging and item and contact us within 48 hours of delivery. For wrong items or shortages, contact us within 7 calendar days. We’ll arrange a replacement or refund as appropriate.
10. PO Boxes, BFPO, and restricted addresses
Some carriers cannot deliver to PO Boxes, BFPO, APO/FPO, hotels, parcel lockers, or freight forwarders. If your address is unsupported, we’ll contact you for an alternative, which may delay shipping.
11. Refused, unclaimed, or undeliverable parcels
If a parcel is refused, unclaimed, or undeliverable due to incorrect address, customs refusal, or missed collections and returns to sender, we can either reship it (you pay the reship cost) or refund the item price minus the original shipping and any carrier return fees. If the carrier does not accept returns, the parcel may be destroyed or abandoned and cannot be refunded.
12. Order cancellations and changes
We process orders quickly. If you need to cancel or amend an order, contact us immediately. If the order has entered fulfilment or shipped, we cannot cancel it. You may still return the item after delivery under our Returns Policy.
13. Force majeure (events outside our control)
Delays may occur due to weather, strikes, customs backlogs, peak season, holidays, wars, pandemics, or natural disasters. We will keep you informed where possible.
14. Risk of loss and title
Title passes to you once payment is received in full. Risk of loss passes to you when the parcel is delivered to the address you provided (or collected from a carrier depot, where applicable).
15. Fraud checks
We may perform additional verification on higher-value orders or where our systems flag risk, which may add 1–2 business days to dispatch.
16. Sustainability
Our suppliers are encouraged to use recyclable or minimal packaging where possible. Packaging styles may vary depending on the fulfilment warehouse.
17. Contact
For questions about shipping or order updates, contact us at: support@yoursdirectly.com
Please include your order number and tracking reference (if available).
Quick FAQs
• Why did I receive multiple tracking numbers? Your order shipped from more than one warehouse to arrive faster.
• My tracking hasn’t updated for a few days—is that normal? Yes, especially during international transfers. Updates usually resume within 2–5 days.
• Will I have to pay import fees? Possibly, depending on your country. Import VAT/GST and duties are your responsibility unless stated otherwise.
• When is an order considered lost? 30 business days after dispatch (Standard) or 15 business days (Expedited). Contact us if this happens.
• Can you deliver to PO Boxes or BFPO? Sometimes. If not supported, we’ll ask for a physical delivery address.