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Shipping policy
Introduction
This Shipping Policy explains how orders placed through vintagehollow.shop are processed, shipped and delivered.
We aim to provide customers with clear information regarding shipping charges, delivery expectations and possible delivery issues before they place an order.
Shopify currently requires merchants to provide public-facing fulfilment timelines and make it clear to customers how long orders are expected to take to arrive.
Free Standard Shipping
vintagehollow.shop currently provides:
Free Standard Shipping on all orders.
There is no minimum purchase amount required to qualify for our standard free-shipping service unless a specific promotion or product page expressly states otherwise.
The shipping charge for standard delivery is:
£0.00
Estimated Delivery Time
Our estimated standard delivery period is:
15–20 calendar days.
This is an estimated delivery timeframe rather than an absolute guaranteed arrival date.
UK distance-selling guidance generally requires goods to be delivered within 30 days unless another delivery period has been agreed with the customer. The 15–20 calendar-day estimate displayed by vintagehollow.shop therefore forms part of the delivery information communicated to customers.
Order Confirmation
After an order is successfully submitted, customers should receive an order confirmation electronically where the relevant system functionality is available.
Customers should review confirmation details carefully.
If there is an error in the delivery information, contact:
as soon as possible.
We cannot guarantee that information can be changed after fulfilment has started.
Order Processing and Fulfilment
Orders must undergo normal processing before delivery.
Processing may include:
- Payment verification;
- Fraud-prevention checks;
- Inventory confirmation;
- Product preparation;
- Packaging;
- Shipping-label creation; and
- Handover to the delivery provider.
The overall estimated delivery period stated by our store is 15–20 calendar days unless a different timeframe is clearly disclosed for a particular order.
Delivery Estimates
Delivery estimates may be affected by circumstances including:
- Carrier delays;
- Severe weather;
- Public holidays;
- Transportation disruption;
- Incorrect delivery information;
- Customs or border procedures where applicable;
- Natural disasters;
- Industrial action;
- Security incidents; and
- Other events outside our reasonable control.
If we become aware of a material delay affecting an order, we will seek to provide appropriate information where reasonably possible.
Tracking Information
Tracking information may be provided where available for the applicable shipment and carrier.
Customers should be aware that tracking systems may take some time to update after a shipment is handed over to a carrier.
A temporary absence of a tracking update does not necessarily mean that a package has stopped moving.
Delivery Address
Customers must provide a complete and accurate delivery address.
This may include:
- Recipient's full name;
- Building or house number;
- Street;
- Flat or unit details where applicable;
- Town or city;
- Postal code; and
- Other information reasonably necessary for delivery.
vintagehollow.shop is not responsible for delays caused solely by materially incorrect information supplied by the customer, subject to applicable consumer law.
Address Changes
If you discover an error after submitting an order, contact us immediately at:
We will make reasonable efforts to update the information if fulfilment has not progressed too far.
Once a parcel has been shipped, changes may no longer be possible.
Multiple Packages
An order containing several products may occasionally be delivered in more than one parcel where fulfilment arrangements require it.
Separate parcels may arrive on different dates.
Customers will not be charged additional standard shipping fees simply because an order is divided into multiple shipments.
Delayed Orders
If your order has not arrived within the expected timeframe, contact:
Please provide your order number.
We may review:
- Shipping status;
- Carrier information;
- Tracking information;
- Delivery address details; and
- Other relevant fulfilment records.
We will seek an appropriate resolution based on the circumstances and applicable consumer law.
Lost Packages
If tracking information indicates that a parcel may have been lost, please contact us.
We may need to investigate with the relevant delivery provider before confirming the appropriate remedy.
Customers should cooperate with reasonable requests for information required to investigate a lost-delivery claim.
Nothing in this section removes rights a consumer may have where goods have not been delivered as contractually required.
Packages Marked as Delivered
If tracking indicates that an order has been delivered but you cannot locate it, customers should first check:
- The delivery location;
- Safe places around the property;
- Reception or building management;
- Other household members; and
- Any delivery notice.
If the parcel still cannot be located, contact:
We will review the available delivery information.
Damaged Packages
If a package or product arrives visibly damaged, please preserve the packaging where reasonably possible and contact us promptly.
Please provide:
- Order number;
- Description of the damage;
- Product photographs; and
- Packaging photographs where relevant.
Damage claims will be addressed according to our Return and Refund Policy and applicable law.
Incorrect Items
If you receive an incorrect product, contact:
Please provide the order number and photographs identifying the product received.
We will investigate and provide an appropriate resolution.
Failed Delivery
A delivery may fail because of:
- Incorrect address information;
- Incomplete address information;
- Inability to access the delivery location;
- Repeated unsuccessful delivery attempts; or
- Failure to collect a parcel where collection is required.
If a parcel is returned to sender, please contact us so that we can review the circumstances.
Any decision regarding redelivery or refund will take applicable consumer rights into account.
Customs, Import Duties and Taxes
Where an order is subject to customs, import duties, VAT or similar government charges, the applicable treatment depends on the shipment, destination and checkout arrangements.
Where additional charges are applicable and legally required to be disclosed to the customer, appropriate information should be provided before purchase.
Shopify specifically advises merchants to communicate when import fees or customs charges may arise because goods are shipped from another country.
Cancellations
If you wish to cancel an order before dispatch, contact:
as quickly as possible.
We cannot guarantee pre-dispatch cancellation after fulfilment has started.
Where applicable, statutory cancellation rights remain available after delivery in accordance with our Return and Refund Policy.
Returns
Shipping and delivery provisions do not replace the customer's return rights.
Eligible online purchases may be returned in accordance with our Return and Refund Policy and applicable UK consumer law.
Events Outside Our Reasonable Control
We are not responsible for delay caused solely by extraordinary events outside our reasonable control, but we will continue to respect any remedies customers are entitled to under applicable law.
Contact Us
For shipping and delivery questions:
vintagehollow.shop
Email: info@vintagehollow.shop
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