Shipping policy
Last updated: 28 September 2026.
This policy tells you where we deliver, what it costs, how long it takes, and what happens if something goes wrong on the way to you. It also explains one thing many overseas retailers leave out: whether you can be charged anything on delivery. The short answer is no, and section 6 explains why.
It forms part of our Terms of Service and is referred to at section 6 of that document. It is the single place where our delivery rules live, so that nothing about delivery is stated twice and no two versions can drift apart.
Contents
- Where we ship
- What delivery costs
- How long delivery takes
- Where your order ships from
- The 30-day legal deadline
- Customs, duty and import VAT
- Tracking
- Who carries the risk while your parcel is in transit
- If your parcel does not arrive
- Getting the delivery address right
- Failed delivery attempts
- Returns are covered elsewhere
1. Where we ship
We ship to addresses in the United Kingdom only — England, Scotland, Wales and Northern Ireland. We do not ship to any other country, and we cannot accept an order with a non-UK delivery address.
The Scottish Highlands and Islands are part of the United Kingdom and we deliver there, subject only to the carrier serving your order covering the postcode. Delivery to those postcodes sometimes takes a little longer, and it costs you nothing extra.
Where we do not deliver, and why we are specific about it. We do not ship to the Channel Islands, the Isle of Man, or BFPO addresses.
Jersey, Guernsey and the Isle of Man are not part of the United Kingdom. The Channel Islands sit outside the UK VAT and customs territory altogether, and a parcel sent there could attract local charges we have no way to pay for you — which would break the promise in section 6 below that there is nothing further for you to pay. The Isle of Man is inside the UK VAT territory, but it is a separate legal jurisdiction with its own consumer legislation: the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 do not extend there, so the rights these pages describe would not reach an Isle of Man customer in the way they reach everyone else. BFPO is a mail-routing system rather than a place, and a large share of BFPO addresses route to British forces locations overseas, which raises the same customs problem as the Channel Islands.
BFPO addresses sit inside the UK postcode system, so our checkout may not stop one being entered. If an order reaches us with a BFPO address we will contact you, cancel it and refund you in full rather than sending a parcel we cannot make the promises on this page about. You will not be left waiting to find out.
We would rather ship to fewer places and have every promise on these pages be true for everyone we do ship to, than quietly extend the map and leave some customers with weaker rights than the page implies.
If we cannot deliver to your address after you have ordered, we will tell you promptly and refund you in full.
We cannot deliver to PO Boxes, because the carriers we use require a signature or a physical address.
2. What delivery costs
Delivery within the United Kingdom is free. There is no minimum spend and no surcharge for any UK region.
The price shown on the product page is the total price you pay. No delivery charge, handling fee, packaging fee or service charge is added at any later stage of checkout. Two costs can arise later, after the contract rather than during checkout, and both are covered by section 13 of the Terms of Service: the actual cost of a second delivery attempt where the first failed for a reason that was not ours, under section 11 below; and an actual cost we incur because the delivery address you gave us was wrong, under section 10 below. Neither is a fee. Each is limited to what we genuinely lost, we tell you the figure before charging it, and on a failed delivery you can take a refund instead of a second attempt. We say this plainly because presenting a price that is not the real price — adding mandatory fees only once someone has committed — is prohibited by the unfair trading provisions of the Digital Markets, Competition and Consumers Act 2024, which came into force on 6 April 2025.
3. How long delivery takes
Processing: 1 to 3 working days from the moment your order is placed.
Transit: 7 to 12 working days from dispatch.
Working days are Monday to Friday, excluding UK public holidays. At the outside that is 15 working days in total, which is about three weeks in calendar days, and we will not pretend it is faster than that. It also sits comfortably inside the 30-day legal deadline in section 5 below rather than scraping against it.
These are estimates based on how our supply route normally performs. They are not guarantees, and they can be affected by customs processing, carrier backlogs and peak periods such as the weeks before Christmas.
4. Where your order ships from
We do not hold stock. Orders are fulfilled by a supplier located outside the United Kingdom, and your parcel is shipped from overseas directly to your delivery address rather than from a UK warehouse.
We state this openly, before you buy, because it is the reason delivery takes the time set out in section 3 above and because leaving out information a customer needs in order to decide whether to buy is a misleading omission under the Digital Markets, Competition and Consumers Act 2024.
5. The 30-day legal deadline
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 we must deliver without undue delay and in any event within 30 calendar days, unless you and we expressly agreed a longer period before you ordered. We treat that 30 days as running from the day you placed your order. Strictly it runs from the day the contract is formed, and under section 5 of the Terms of Service that is the day we dispatch — but a deadline that only starts once we choose to act is not a deadline, so we do not rely on the point. Our estimated window in section 3 above sits inside that deadline.
If we miss the 30-day deadline, you may tell us that delivery by a later date you specify is essential. If we then miss that date too, you may treat the contract as at an end and we must refund you in full without undue delay. If you made clear to us before ordering that delivery by a particular date was essential, you may end the contract immediately once that date passes.
You do not have to wait 30 days if we have not dispatched at all. If your order has not been dispatched within 7 working days of you placing it, and we have not told you we are declining it, email us and we will cancel and refund you in full. Section 5 of the Terms of Service sets this out as a contractual commitment.
This is a statutory right. It applies whatever the cause of the delay, including causes outside our control under section 14 of the Terms of Service.
6. Customs, duty and import VAT
Because your order ships from outside the United Kingdom, it passes through UK customs.
Nothing further to pay. The price you paid at checkout is the total price for the goods delivered to your door. We do not pass customs duty, import VAT or carrier handling fees on to you. You should not receive a bill, a card through the door, or a text message demanding payment before your parcel can be released, and if you do, it is not something you have to deal with.
If a carrier does present you with a charge, do not pay it. Contact us at stackcouk@gmail.com with a photograph of the demand and we will resolve it directly with the carrier. If you have already paid, send us the receipt and we will reimburse you in full. We treat that as our cost, not yours, because the charge arises from our decision to source the product overseas — a decision you had no part in.
Any demand for payment that appears to come from us, or from a carrier on our behalf, asking you to pay a fee by following a link or providing card details in order to release a parcel, should be treated as fraudulent. We will never ask you to pay anything in order to release, clear or receive a parcel, and we will never ask for card details by email, text or message. Forward it to us rather than acting on it.
To be precise about the one thing that is not covered by that: there are two narrow situations, both after the contract and neither involving a parcel being held to ransom, where a cost can arise — a second delivery attempt under section 11 below, and an address error under section 10 below. In both we contact you from our own email address, tell you the figure first, and give you the option of a refund instead. Neither ever arrives as a link, a text, or a card through the door, and neither is ever a condition of releasing something already on its way to you. If a message does not fit that description, it is not from us.
7. Tracking
We email a tracking number once your order is dispatched. On an overseas route, tracking typically shows little movement for several days while the parcel consolidates and clears customs, then updates rapidly once it reaches the UK carrier network. A quiet tracking page in the first week is normal and is not a sign that anything has gone wrong.
If your tracking has not updated at all for 10 consecutive working days, contact us and we will investigate.
8. Who carries the risk while your parcel is in transit
The goods remain at our risk until they come into your physical possession, or into the possession of someone you have identified to receive them. If a parcel is lost, stolen or damaged on its way to you, that is our loss to absorb and our problem to resolve.
You do not need to contact the carrier, open a claim, or chase anyone. Our contract is with the carrier; yours is with us. We will not tell you to take it up with the courier, because in law we cannot.
The only circumstance in which risk passes earlier is where a customer arranges their own carrier that we did not offer. Our checkout does not allow that, so in practice it never arises.
9. If your parcel does not arrive
Contact us. Section 7 of the Return and refund policy sets out what happens next and the evidence we may reasonably ask for.
In short: we will investigate, and we will either resend the item or refund you. Where tracking records a delivery you say you did not receive, we investigate that properly rather than treating the tracking record as the end of the conversation — but section 13 of that policy explains the limited information we may ask you to confirm first.
10. Getting the delivery address right
Please check your delivery address before you complete checkout. Once an order has been passed to our supplier we usually cannot change it, because the parcel has already entered an overseas fulfilment queue.
If you spot a mistake, email us immediately. We will try to correct it, but we cannot promise to succeed, and the earlier you tell us the better the chance.
If a parcel is undeliverable or lost because the address you supplied was incomplete or incorrect, that is not a failure of delivery on our part, and we will not resend free of charge. What we are declining there is a free replacement for something that went wrong at your end — nothing more.
What that does not mean. Your statutory rights are not fault-based and they do not switch off because you mistyped a postcode. In particular, it does not cut down your right to cancel. If you cancel under section 2 of the Return and refund policy, we refund everything you paid. We do not deduct our shipping cost from that refund, because the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 allow only two deductions from a cancellation refund — the difference where you chose a premium delivery option, and a reduction in the value of goods you have handled too far — and our outbound cost is neither.
Note also that if the parcel never reached you, your 14-day cancellation window has not started running, so you can still cancel. A policy that says otherwise is wrong, and we would rather say so than quietly benefit from it.
Where the mistake was yours and it has cost us real money, we may ask you to reimburse that actual cost, or agree it with you before a second attempt, under section 13 of the Terms of Service. That is a separate claim against you, not a silent deduction from money we owe you, and the difference matters: you get to see the figure and disagree with it.
11. Failed delivery attempts
If nobody is available and the parcel cannot be left safely, the carrier will leave details of how to rearrange delivery or collect it from a local point.
If you do not rearrange or collect within the period the carrier allows, and the parcel is returned as unclaimed, we will contact you to arrange a second attempt. We may charge the actual cost of that second attempt, because the first one failed for a reason that was not ours. We will tell you the amount before charging it, and you may cancel instead under section 2 of the Return and refund policy if you would rather have a refund.
12. Returns are covered elsewhere
Sending something back — whether you have changed your mind or the item is faulty — is dealt with in the Return and refund policy. Section 4 of that policy gives the return address and explains why emailing us first is usually worth it on an overseas supply chain — though it is a suggestion, not a condition.