Shipping and Delivery Policy

Last Updated: 1 September 2024

This Shipping and Delivery Policy explains how orders placed through https://carerelif.co.uk are processed, dispatched and delivered.

The website is operated by CARERELIF LTD, registered in England and Wales under company number 17232929.

Please review the delivery options and charges shown at checkout before placing your order. Your statutory consumer rights are unaffected by this policy.

1. Order Processing

Order processing times may vary by product and availability. Any applicable dispatch estimate will be shown on the product page or during checkout, where available.

Business days are Monday to Friday, excluding UK public holidays.

Orders placed after our daily processing cut-off time, during weekends or on public holidays will normally begin processing on the next business day.

During busy periods, promotional events, public holidays or periods of unusually high demand, processing may take longer.

2. Order Verification

All orders may be subject to payment, identity, billing address, fraud-prevention and security checks.

We may contact you to confirm or request additional information before dispatching an order. This may temporarily delay processing.

If we cannot verify your payment or order details, we may place the order on hold or cancel it and issue a refund to the original payment method.

3. Delivery Destinations

We provide delivery to the destinations made available during checkout.

Delivery within the United Kingdom or to international destinations is available only where that destination can be selected at checkout.

Delivery availability may depend on:

The product type
The delivery destination
Product dimensions and weight
Courier availability
Customs or import restrictions
Manufacturer or supplier limitations

If we cannot deliver an item to your selected destination, we will contact you and refund the affected product where payment has already been taken.

4. Delivery Methods and Estimated Times

Available delivery methods and estimated delivery times will be displayed during checkout where possible.

Delivery estimates vary by destination, product and the delivery method selected. We will show the available options and charges before you place your order. We will deliver within any timeframe agreed with you, or within 30 days if no timeframe is agreed, unless another legal exception applies.

Any estimated delivery period shown at checkout is an estimate unless we expressly agree a guaranteed delivery date. Your rights if delivery is late remain unaffected.

5. Large Appliances and Oversized Products

Large appliances, furniture, bulky products and oversized items may have different processing and delivery times.

For these products:

A specialist delivery service may be used
Delivery may require an appointment
Delivery may be limited to the ground floor or property entrance
Additional charges may apply to remote or difficult-to-access locations
Installation and removal of old appliances are not included unless specifically stated
The customer may be required to ensure suitable property access

Please carefully review the product page and delivery information before ordering a large or oversized item.

6. Shipping Charges

Shipping charges, where applicable, are calculated and displayed during checkout before payment is completed.

Shipping costs may depend on:

Delivery destination
Product weight and dimensions
Delivery method
Order value
Courier charges
Whether the item requires specialist handling

Any free-shipping offer and its exclusions will be shown at checkout. Large appliances, oversized items, remote locations, expedited services and international destinations may have different charges where these options are offered.

7. Order Confirmation

After placing an order, you should receive an order confirmation email containing details of your purchase.

Please review the confirmation carefully and contact us promptly if any information is incorrect.

An order confirmation acknowledges receipt of your order but does not necessarily confirm that the order has been accepted or dispatched.

8. Dispatch Confirmation and Tracking

Once your order has been dispatched, we will normally send a shipping confirmation email containing:

Your order number
Courier information, where available
Tracking number or tracking link
Estimated delivery information

Tracking information may take some time after dispatch to become active in the courier’s system.

Some low-value, specialist or international delivery services may not provide full tracking.

9. Multiple Shipments

Products in the same order may be dispatched separately due to:

Different warehouse locations
Product availability
Product size or weight
Specialist delivery requirements
Supplier fulfilment arrangements

You may receive separate tracking information for each parcel.

You will not normally be charged additional shipping fees solely because we divide an order into multiple shipments.

10. Delivery Address

You are responsible for providing a complete and accurate delivery address, including:

Recipient’s full name
House or building number
Street address
Apartment, suite or unit number
City or town
County, state or region
Postcode or ZIP code
Country
Valid telephone number

Incorrect or incomplete address details can delay delivery. Contact us promptly if you notice an error; we will assess any failed delivery or loss in line with applicable consumer law.

11. Changing the Delivery Address

If you need to change your delivery address, contact us immediately at info@carerelif.co.uk.

We cannot guarantee that an address can be changed after an order has been placed.

Once an order has been processed or dispatched, we may be unable to amend the delivery address. If you request a change directly through a courier, let us know so we can help check its status.

Additional delivery or redirection charges may apply.

12. Delivery Attempts

The courier may:

Deliver the parcel directly to the recipient
Leave it with a neighbour
Deliver it to an authorised safe place
Redirect it to a collection point
Attempt delivery again
Return it to the sender after unsuccessful attempts

Courier procedures vary by service and destination.

Please monitor tracking updates and follow any collection or redelivery instructions provided by the courier. Contact us if you have a delivery problem.

13. Safe-Place Delivery

If you request or authorise delivery to a safe place, neighbour, reception desk or collection point, delivery will normally be considered completed when the parcel is delivered to that authorised location.

Please select a secure and suitable location.

We will assess any report of loss or damage after delivery to a location you specifically authorised in line with the facts and applicable consumer law.

14. Signature on Delivery

Some orders may require a signature, age verification or identity check at delivery.

If no eligible person is available to accept the parcel, the courier may attempt redelivery, leave instructions or return the parcel to us.

15. Failed or Refused Delivery

If delivery cannot be completed because:

The address is incorrect or incomplete
Nobody is available to receive the parcel
The parcel is not collected
Access to the property is unavailable
Delivery is refused without a valid reason
Required customs charges are not paid

the parcel may be returned to us.

Where permitted by law, we may deduct reasonable return, handling or redelivery costs from any refund.

If you still want the order, you may be required to pay an additional delivery charge before it is resent.

16. International Shipping

International orders may be subject to additional requirements and delays.

You are responsible for ensuring that:

The ordered products can legally be imported into your country
The products comply with local requirements
The delivery information is complete and accurate
Any required customs charges are paid

Some products, including liquids, batteries, electrical items, health products, cosmetics and large appliances, may be restricted in certain destinations.

We may cancel an international order if reliable or lawful delivery is unavailable.

17. Customs Duties and Import Taxes

International orders may be subject to:

Customs duties
Import VAT or sales tax
Brokerage charges
Customs processing fees
Local handling charges

Unless expressly stated otherwise during checkout, these charges are not included in the product or shipping price and are the customer’s responsibility.

We cannot control or estimate charges imposed by customs authorities.

If you refuse to pay required customs charges and the parcel is returned, we may deduct reasonable shipping, return and customs-related costs from your refund where legally permitted.

18. Customs Clearance

International deliveries may be inspected or delayed by customs authorities.

You may be asked to provide identification, tax information, proof of purchase or other documentation to release a parcel.

CARERELIF LTD is not responsible for delays caused by customs inspections, regulatory checks or missing information that the recipient is required to provide.

19. Delivery Delays

Delivery may be delayed by circumstances including:

Severe weather
Transport disruption
Public holidays
Industrial action
Customs clearance
Border controls
Courier network delays
Incorrect delivery information
High seasonal demand
Natural disasters
Public-health emergencies
Government restrictions
Events beyond our reasonable control

We will take reasonable steps to assist with delayed orders, but estimated delivery times are not guaranteed.

20. Late Orders

If your order has not arrived by the estimated delivery date:

Check the tracking information.
Check with household members, neighbours, reception areas and authorised safe places.
Contact the courier using the tracking details.
Contact us if the parcel remains undelivered.

Please allow reasonable time for courier investigations, particularly for international shipments.

21. Lost Parcels

If tracking shows no progress or indicates that a parcel may be lost, contact us promptly.

We may open an investigation with the courier. You may be asked to provide:

Your order number
Confirmation of the delivery address
A non-receipt declaration
Additional information reasonably required by the courier

If the courier confirms that the parcel has been lost before delivery, we will normally offer a replacement or refund, subject to product availability and applicable law.

22. Parcels Marked as Delivered but Not Received

If tracking shows that your parcel was delivered but you cannot locate it:

Check around the delivery location
Ask household members and neighbours
Check reception, concierge or mailroom areas
Review any delivery photograph or safe-place information
Contact the courier
Notify us promptly

We may ask the courier to investigate and may require a signed non-receipt declaration.

Claims submitted after an unreasonable delay may be more difficult to investigate.

23. Damaged Parcels

If a parcel arrives visibly damaged:

Photograph the external packaging before opening it
Photograph the shipping label
Photograph the damaged product and internal packaging
Keep all packaging and included materials
Contact us as soon as reasonably possible

Where appropriate, note the visible damage with the courier before accepting delivery.

Photographs or video can help us investigate. We will resolve damaged goods in accordance with your statutory rights.

24. Missing or Incorrect Items

If an item is missing or you receive the wrong product, contact us promptly with:

Your order number
The name of the missing or incorrect item
Photographs of the received products
Photographs of the parcel and shipping label
Any other information reasonably required for investigation

We will review the matter and provide an appropriate solution in accordance with your legal rights.

25. Pre-Orders and Backorders

Products sold as pre-orders or backorders may have longer delivery times.

Any expected release or dispatch date is an estimate and may change due to manufacturing, supplier or transportation delays.

If a significant delay occurs, we will try to inform you and explain the available options, which may include continuing to wait or cancelling the affected item.

26. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact us immediately.

We will make reasonable efforts to cancel it, but cancellation cannot be guaranteed once processing or dispatch has begun.

If an order has already been dispatched, you may need to receive and return it in accordance with our Return and Refund Policy.

27. Risk of Loss or Damage

Goods remain at our risk until they come into the physical possession of you or a person you identify to receive them, subject to applicable law. If you arrange your own carrier that we did not offer, risk may pass when the goods are handed to that carrier.

28. Returns After Delivery

If you wish to return an item after delivery, please follow our Return and Refund Policy.

Do not return products to our registered office or head office without first receiving return instructions. Contacting us for instructions does not limit your statutory cancellation or return rights.