Shipping policy

Shipping Policy — Tervayne

This Shipping Policy explains the processing, dispatch, delivery and tracking conditions applicable to orders placed through Tervayne.

By completing a purchase on our website, the customer confirms that they have read and understood the conditions described below.

Nothing in this policy limits any statutory consumer rights under applicable UK law.

1. Delivery Area

Tervayne currently delivers to eligible addresses within the United Kingdom, subject to the availability of our delivery partners.

Any delivery restrictions will be displayed during checkout.

Orders are delivered to the address provided by the customer at the time of purchase. Customers must ensure that all delivery information is complete and accurate before submitting an order.

2. Delivery Partners

Tervayne may use postal services, international carriers, local couriers and third-party logistics providers depending on:

  • Product location;

  • Delivery destination;

  • Parcel dimensions;

  • Availability of delivery services;

  • Delivery method selected at checkout.

The carrier used for an order may vary.

3. Order Processing

Once payment has been confirmed, the order enters the preparation and processing stage.

Processing time may vary depending on:

  • Product availability;

  • Order volume;

  • Personalisation requests;

  • Supplier or fulfilment location;

  • Quality-control requirements.

Processing time is separate from the estimated delivery time.

Once an order has been dispatched, tracking information will normally be sent to the email address provided during checkout.

4. Estimated Delivery Times

The estimated delivery time will be displayed during checkout or on the relevant product page where available.

Delivery options may include:

  • Standard Delivery;

  • Free Delivery;

  • Priority Delivery;

  • Express Delivery, where available.

Delivery estimates normally begin after the order has been processed and dispatched, not necessarily on the date the order was placed.

Unless expressly stated otherwise, delivery dates are estimates and not guaranteed dates.

5. Free Delivery

Tervayne offers free UK delivery on eligible orders over £79, unless a different condition is displayed during checkout.

The qualifying order value is calculated after discounts and before any optional delivery upgrades.

Free delivery may not apply to:

  • Certain remote locations;

  • Oversized products;

  • Express delivery;

  • International destinations;

  • Orders below the minimum qualifying value.

Any applicable delivery charge will be shown before the order is completed.

6. Order Tracking

Where tracking is available, the customer will receive a tracking number or tracking link by email after dispatch.

Tracking information may take several working days to become active after the parcel has been handed to the carrier.

Temporary gaps between tracking updates do not necessarily mean that the parcel has stopped moving.

7. Tracking an Order

Customers may track an order through:

  • The tracking link sent by email;

  • The carrier’s tracking website;

  • Their Tervayne customer account, where available.

If tracking has not updated for an unusual period, customers should contact:

suport@tervayne.com

Please include the order number and the email address used for the purchase.

8. Incorrect or Incomplete Address

Customers are responsible for providing accurate delivery information, including:

  • Full recipient name;

  • Building number and street;

  • Flat, unit or apartment number, where applicable;

  • Town or city;

  • County, where applicable;

  • Postcode;

  • Country;

  • Contact telephone number.

Customers should contact us immediately if they notice an error.

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, reasonable redelivery charges may apply.

This does not affect the customer’s rights where the delivery failure was caused by Tervayne or its delivery provider.

9. Delivery Attempts and Collection

The number of delivery attempts depends on the carrier.

If delivery cannot be completed, the carrier may:

  • Leave the parcel in an approved safe place;

  • Deliver it to a neighbour;

  • Arrange another delivery attempt;

  • Leave instructions for collection;

  • Send the parcel to a local collection point;

  • Return the parcel to the sender.

Customers are responsible for following the carrier’s instructions and collecting parcels within the stated period.

10. Orders Returned to Sender

An order may be returned to the sender where:

  • The delivery address is incorrect or incomplete;

  • Delivery attempts have been unsuccessful;

  • The parcel has not been collected;

  • The recipient has refused delivery;

  • Required customs charges have not been paid.

Once the parcel has been returned and inspected, we will contact the customer regarding the available options.

Reasonable redelivery costs may apply where the return resulted from circumstances within the customer’s control.

11. Missing Items

If an order arrives with an item missing, contact us as soon as reasonably possible at:

suport@tervayne.com

Please provide:

  • Full name;

  • Order number;

  • Name of the missing product;

  • Photograph of the received parcel;

  • Photograph of the delivery label;

  • Photograph of all items received.

After reviewing the information, Tervayne may arrange:

  • Dispatch of the missing item;

  • A suitable replacement;

  • A proportional refund.

12. Damaged Parcels or Products

If a parcel arrives visibly damaged, opened or tampered with, customers should photograph the packaging before disposing of it.

Contact us at:

suport@tervayne.com

Please provide photographs of:

  • The external packaging;

  • The delivery label;

  • Internal protective packaging;

  • The damaged product;

  • Any affected accessories.

Where transport damage is confirmed, Tervayne will provide an appropriate resolution in accordance with the customer’s statutory rights.

13. Internationally Fulfilled Orders

Some Tervayne products may be dispatched from an international supplier or fulfilment centre.

Where this applies, delivery may be affected by:

  • International transport;

  • Customs processing;

  • Border inspections;

  • Local carrier handovers;

  • Public holidays;

  • Destination-specific delivery procedures.

The origin of fulfilment does not remove Tervayne’s responsibilities to the customer under applicable consumer law.

14. Customs Duties, VAT and Import Charges

Orders dispatched from outside the United Kingdom may be subject to VAT, customs duties, handling fees or other import charges, depending on the order value, product type and fulfilment arrangement.

Where additional charges may be payable by the customer, this should be clearly communicated before purchase whenever reasonably determinable.

Customers must not be surprised after checkout by mandatory charges that should have been disclosed earlier.

The carrier or customs authority may contact the customer where payment or additional information is required.

Import rules can differ between Great Britain and Northern Ireland.

15. Delivery Delays

Delays may occur due to circumstances outside our reasonable control, including:

  • Severe weather;

  • Customs inspections;

  • Carrier disruption;

  • Industrial action;

  • Public holidays;

  • High seasonal demand;

  • Transport restrictions;

  • Government action;

  • Incorrect routing;

  • Technical failures affecting logistics services.

Where we become aware of a material delay, we will make reasonable efforts to provide updated information.

A general statement about external delays does not remove the customer’s legal rights where an order is delivered late or not delivered.

16. Lost Parcels

A parcel may only be treated as lost after the carrier’s investigation period has passed.

Customers should contact us if:

  • Tracking shows no meaningful update for an extended period;

  • The estimated delivery period has passed;

  • The carrier confirms that the parcel cannot be located.

Tervayne may open an investigation with the carrier before arranging a replacement or refund.

The customer will not be required to resolve a carrier claim independently where Tervayne remains legally responsible for delivery.

17. Marked as Delivered but Not Received

If tracking shows that an order has been delivered but it cannot be located, customers should first check:

  • With other members of the household;

  • With neighbours;

  • With reception, concierge or building management;

  • In any designated safe place;

  • Around entrances or parcel storage areas;

  • Whether the delivery address was entered correctly.

If the parcel remains missing, contact:

suport@tervayne.com

Please notify us promptly so that we can request delivery evidence and investigate with the carrier.

18. Split Deliveries

Orders containing multiple products may be dispatched separately.

Customers may therefore receive:

  • More than one parcel;

  • Separate tracking numbers;

  • Parcels on different dates.

Additional delivery charges will not be imposed solely because Tervayne divided an order into multiple shipments, unless clearly agreed beforehand.

19. Personalised Products

Products with customised lengths, engravings or other personalisation may require additional processing time.

The estimated production and delivery period should be confirmed before or after purchase, depending on the customisation process.

Customers must verify all personalisation details before submitting the order.

20. Responsibility During Delivery

Tervayne remains responsible for the order until it is delivered to:

  • The customer;

  • A person identified by the customer;

  • A safe place expressly authorised by the customer.

Responsibility may pass earlier where the customer independently appoints a carrier not offered by Tervayne.

21. Cancellation and Late Delivery

Customers wishing to cancel an order should contact us as soon as possible.

Cancellation cannot always be guaranteed once an order has been dispatched.

Where an eligible online order has already been delivered, the customer may use the cancellation and return process described in our Returns & Refunds Policy.

Customers may also have legal remedies where goods are not delivered within the agreed period or, where no period was agreed, within the period required by applicable law.

22. Customer Support

For assistance with shipping, delivery or tracking, contact:

Email: suport@tervayne.com

Support hours:
Monday to Saturday, 9:00 am to 6:00 pm, excluding public holidays.

Please include the order number in all enquiries.

23. Changes to This Policy

Tervayne may update this Shipping Policy to reflect operational, carrier or legal changes.

The version applicable to an order will normally be the version available when the order was placed.

24. Final Provisions

By placing an order with Tervayne, the customer confirms that the delivery details supplied are accurate and that they have reviewed the available delivery information.

Customers should retain their order confirmation and regularly monitor tracking updates.

This policy does not limit any statutory rights that cannot legally be excluded.

Last updated: [INSERT DATE]