Shipping policy
Shipping Policy
Where We Ship
We currently ship within the United Kingdom and to the United States and Canada. We’re always looking to expand further and hope to offer additional international shipping options in the future.
Processing Times
Orders are typically prepared and dispatched within 1–5 working days. During busier periods, dispatch times may be slightly longer, but we will always do our best to get your order on its way as quickly as possible.
Shipping Method
UK orders are sent via Royal Mail Tracked 48 delivery.
International orders (including the USA & Canada) are sent using Royal Mail Tracked International.
Once your parcel has been dispatched, you will receive tracking details so you can follow its journey.
Shipping Costs
We offer free UK delivery on all orders over £75.
Orders below this amount will have a fixed shipping fee of £3.99
For our USA and Canadian we offer a set shipping price of £18.50, the tariff will be paid this end by us to ensure a smoother delivery experience.
Delivery Times
UK: Royal Mail Tracked 48 aims to deliver within 2–3 working days after dispatch.
USA: Delivery times may vary depending on location and customs processing, but typically take 5–10 working days.
Please note that all delivery timeframes are estimates and may occasionally be affected by delays outside of our control.
Order Issues & Delays
Once your order has been dispatched, responsibility for delivery lies with the courier. While we will always do our best to assist, we cannot be held liable for delays, lost parcels, or delivery issues caused by postal services or customs.
If your parcel appears to be delayed or missing, please contact us and we will guide you through the next steps.
Lost Parcels
If your parcel has not arrived within the expected delivery timeframe, please allow a little extra time as delays can occasionally occur.
If your order has not arrived within 10 working days (UK) or 20 working days (USA) from dispatch, please contact us so we can look into this for you. Where appropriate, we will raise a claim with the courier on your behalf.
Please note that parcels are only considered officially lost after a set period, and we are only able to process replacements or refunds once this timeframe has passed and the claim has been reviewed.
Claims can take up to 30 days to be investigated and resolved. We truly appreciate your patience during this time and will keep you updated throughout the process.
We may also ask you to confirm details or complete a short form to support the claim.
Incorrect Details
Please ensure that your shipping address is entered correctly at checkout. We cannot be responsible for orders sent to incorrect or incomplete addresses provided by the customer.
Damaged Parcels
If your order arrives damaged, please contact us within 48 hours of delivery with clear photos of the outer packaging, internal packaging, and the item(s) affected. This helps us assess the issue and submit a claim with the courier on your behalf.
Please retain all packaging materials until the claim has been reviewed, as the courier may request additional evidence.
Claims reported outside of this timeframe, or without sufficient photographic evidence, may not be eligible for resolution.
Once your claim has been reviewed, we will work with you to arrange a suitable outcome.
Customs & Import Charges (International Orders)
For international orders, your parcel may be subject to customs fees and local taxes once it reaches your country. The tarrif is paid this end by us. These charges are set by your local authorities and are the responsibility of the customer.
The tariffs to send internationally will be paid via Royal Mail by us.
If any customs charges are not paid and the parcel is returned to us, we will issue a refund for the item(s) once everything has been safely returned and checked. Please note that any costs incurred—such as original shipping, return postage, or customs and handling fees—will be deducted from the refund.
If a parcel is not returned to us due to unpaid customs charges and is instead lost, abandoned, or disposed of, we’re unfortunately unable to offer a refund.
Please contact us at cosmicempire.shop@gmail.com