Shipping policy
Shipping Policy
At Alderon, we want your shopping experience to be smooth from checkout to delivery. This Shipping Policy explains where we deliver, what it costs and how long it takes. All delivery charges are in pounds sterling (GBP) and include VAT.
1. Delivery Areas
We currently deliver to addresses within the United Kingdom: England, Scotland, Wales and Northern Ireland.
Deliveries to some remote areas, including the Scottish Highlands and Islands, may take longer than the timeframes shown below, and the Royal Mail Tracked 24 timeframe does not apply to these postcodes.
2. Delivery Options and Costs
Choose your preferred option at checkout. The £150 threshold for free delivery is calculated on the value of your order after any discounts and before delivery charges.
| Service | Condition | Cost | Delivery time |
|---|---|---|---|
| Evri Standard Delivery | Orders of £150 or more | FREE | No fixed timeframe (see Section 4) |
| Evri Standard Delivery | Orders under £150 | £3.95 | No fixed timeframe (see Section 4) |
| Royal Mail Tracked 48 | Any order value | £4.95 | 3–5 working days |
| Royal Mail Tracked 24 | Any order value; order by 2:00 PM on a working day | £7.95 | 1–3 working days |
All delivery options are fully tracked.
3. Order Processing and Dispatch
Orders are dispatched within 1 to 2 working days (Monday to Friday, excluding UK bank holidays). Orders for Royal Mail Tracked 24 placed before 2:00 PM UK time on a working day are dispatched the same day; orders placed after 2:00 PM, at weekends or on bank holidays are dispatched on the next working day.
You will receive an email confirmation when your order is placed and a second email with your tracking information once it has been dispatched.
4. Delivery Times
Delivery times are counted in working days from dispatch. Where a delivery time is shown for the option you select, we will deliver within that time; if we do not, you may cancel your order and receive a full refund.
Evri Standard Delivery has no fixed delivery window. Parcels usually arrive within a few working days of dispatch, and in any event within 30 days of your order; if your order has not arrived by then, you may cancel it for a full refund.
In the rare event of disruption outside our control, such as severe weather or industrial action, we will let you know as soon as possible and keep you updated.
5. Order Tracking
Once your order has been dispatched, you will receive an email containing your tracking number and a link to follow your parcel's progress with the carrier.
If you have not received a dispatch confirmation within 3 working days of placing your order, please contact us at support@alderon-uk.com.
6. Delivery Issues
If your order has not arrived within the expected time, please:
- Check the tracking link sent by email
- Check with neighbours and any safe place or collection point shown in the tracking
- Allow an additional 2 working days, as occasional delays can occur
- If your parcel is still missing, contact us at support@alderon-uk.com with your order number
We will investigate with the carrier and resolve the issue promptly, either by sending a replacement or issuing a full refund, including any delivery charge you paid.
7. Incorrect Address
Please make sure your delivery address is correct and complete at checkout. We are not responsible for delays or non-delivery caused by an incorrect or incomplete address that you provided.
If you realise you have entered the wrong address, contact us immediately at support@alderon-uk.com. If the order has not yet been dispatched, we will update the address. Once dispatched, we cannot guarantee that changes can be made.
8. Failed Delivery Attempts
If the carrier is unable to deliver your parcel:
- Evri will leave a card or send a notification and make up to three delivery attempts on consecutive working days, at no extra cost. Through the tracking link, you can also divert the parcel to a neighbour, a safe place, a ParcelShop or a Locker. After three unsuccessful attempts, the parcel is returned to us.
- Royal Mail will leave a "Something for you" card or send a notification. Your parcel is held at your local delivery office for 18 calendar days, during which you can collect it or arrange a free redelivery. After 18 days, it is returned to us.
If a parcel is returned to us because delivery could not be completed, we will contact you to arrange redelivery; a redelivery charge may apply.
9. Damaged or Lost Parcels
If your parcel arrives damaged, please contact us at support@alderon-uk.com as soon as possible, ideally within 48 hours of delivery, with photographs of the packaging and contents, and keep the packaging until the issue is resolved. This helps us raise a claim with the carrier but does not affect your legal rights: you are entitled to a replacement or refund for damaged goods regardless of the outcome of any carrier claim.
For lost parcels, please contact us so we can open an investigation with the carrier. Most investigations are completed within 7 to 14 working days; we will keep you updated and send a replacement or issue a full refund once the parcel is confirmed lost.
10. International Shipping
We currently ship only within the United Kingdom and plan to expand to other regions in the future. Subscribe to our newsletter to be notified when international shipping becomes available.
Contact
If you have any questions about shipping or your order, please contact us:
Email: support@alderon-uk.com