SHIPPING POLICY

Last updated: 28 July 2026

This Shipping Policy explains how Together Always processes, dispatches and delivers orders.

All prices, delivery charges and refunds referred to in this policy are expressed in pounds sterling (£).

1. Order Processing

Orders are subject to payment authorisation, product availability and security checks.

Orders are normally prepared for dispatch during business days, excluding Saturdays, Sundays and UK public holidays.

Processing time is separate from delivery time.

During sales, product launches, seasonal periods or periods of unusually high demand, processing may take longer.

If a material delay occurs, Together Always will take reasonable steps to inform you.

2. Delivery Destinations

Together Always supplies customers in the United Kingdom.

Availability of delivery to a particular postcode or territory will be shown during checkout.

Certain delivery restrictions may apply to:

• The Channel Islands;
• The Isle of Man;
• The Scottish Highlands and Islands;
• Northern Ireland;
• Remote or offshore postcodes;
• British Overseas Territories;
• PO boxes or forwarding addresses.

Where a delivery method is unavailable for your address, this will normally be shown at checkout or communicated after the order is reviewed.

3. Shipping Charges

Shipping charges are calculated and displayed at checkout before you complete the order.

Charges may depend on:

• Delivery destination;
• Product size or weight;
• Delivery speed;
• Order value;
• Carrier availability;
• Promotional free-delivery thresholds.

No delivery charge will be added after checkout without your agreement, except where the charge arises from incorrect information supplied by you and is permitted by law.

4. Delivery Estimates

The estimated delivery period shown during checkout or in an order confirmation begins after processing and dispatch unless otherwise stated.

Delivery dates are estimates and are not guaranteed unless Together Always expressly identifies a delivery service as guaranteed.

Delays may occur because of:

• Carrier disruption;
• Severe weather;
• Public holidays;
• High seasonal demand;
• Incorrect or incomplete addresses;
• Security or payment checks;
• Customs or border procedures;
• Events outside our reasonable control.

Together Always will deliver without undue delay and, unless a different period has been agreed, normally no later than 30 days after the contract is formed.

5. Order Tracking

Where tracking is available, tracking details will be sent to the email address provided at checkout.

Tracking information may take time to become active after dispatch.

A carrier’s tracking page is maintained by the carrier. Temporary tracking delays do not necessarily mean that the parcel has not moved.

6. Separate Parcels

Products from the same order may be dispatched separately.

This may occur where:

• Products are stored at different fulfilment locations;
• Products become available at different times;
• Different carriers are required;
• Separate packaging reduces the risk of damage.

You will not be charged additional delivery fees merely because Together Always chooses to divide an order into multiple parcels, unless you agreed otherwise.

7. International Fulfilment

Some products may be stored or dispatched by suppliers or fulfilment partners located outside the United Kingdom.

Where applicable, delivery estimates will reflect international transit and processing.

Together Always remains responsible for fulfilling its obligations to you as the retailer, regardless of whether a third-party fulfilment provider is used.

8. Import Duties and Taxes

Where Together Always sells goods to UK consumers and is legally responsible for collecting applicable taxes or import amounts at checkout, these will be handled in accordance with applicable rules.

Unless clearly disclosed before purchase, customers should not be required to pay unexpected mandatory import charges in order to receive an order marketed and sold for delivery to the United Kingdom.

If a carrier requests an unexpected import payment, contact contact@shoptogetheralways.com before making payment where reasonably possible.

This section does not cover charges resulting from a customer redirecting a parcel to another country or using an independent forwarding service.

9. Accurate Delivery Information

You are responsible for providing a complete and accurate:

• Full name;
• Delivery address;
• Postcode;
• Flat, unit or building number;
• Telephone number where requested;
• Email address.

Review this information carefully before submitting the order.

Contact us immediately if a correction is required. We cannot guarantee changes after processing or dispatch has begun.

Together Always is not responsible for delay or failed delivery caused solely by inaccurate information supplied by the customer, provided that we have acted with reasonable care.

10. Failed Delivery Attempts

A carrier may:

• Attempt delivery again;
• Leave the parcel in a safe place;
• Deliver it to a neighbour;
• Redirect it to a collection point;
• Return it to the sender.

The available options depend on the carrier and delivery service.

Follow the carrier’s instructions promptly to arrange redelivery or collection.

11. Safe-Place and Neighbour Deliveries

Where you instruct a carrier to leave a parcel in a safe place or with a neighbour, responsibility for the parcel may pass when delivery is completed according to your instruction, subject to applicable law.

Together Always is not responsible for loss caused solely by an unsafe location specifically selected by the customer.

This does not affect claims arising from carrier error, failure to follow instructions or other circumstances for which Together Always remains legally responsible.

12. Uncollected, Refused and Returned Parcels

A parcel may be returned to the sender if:

• Delivery is refused;
• Collection is not completed on time;
• The address is incomplete or incorrect;
• The recipient cannot be identified;
• The carrier cannot access the address;
• The parcel is not claimed after attempted delivery.

Once the parcel reaches the designated return facility, Together Always may offer:

• Redelivery, subject to an additional reasonable delivery charge where appropriate;
• A refund, subject to any deductions permitted by law;
• Cancellation in accordance with your statutory rights.

Original and return shipping costs may be deducted where the failed delivery resulted from incorrect information, refusal or failure to collect and the deduction is lawful and reasonable.

No such deduction will be made where the failure was caused by Together Always or the carrier.

13. Lost Parcels

Contact contact@shoptogetheralways.com if tracking shows no meaningful movement for an extended period or the parcel has not arrived by the expected date.

Please provide:

• Your order number;
• Your full name;
• The delivery address;
• Tracking details;
• Any relevant communication from the carrier.

Together Always may need to investigate with the carrier before confirming that a parcel is lost.

If a parcel is confirmed lost before risk has passed to you, we will provide an appropriate remedy, which may include a replacement or refund.

14. Damaged Parcels

If a parcel arrives visibly damaged:

• Photograph the external packaging before opening where possible;
• Photograph the damaged product and internal packaging;
• Keep the packaging until the claim has been reviewed;
• Contact us promptly.

Failure to provide photographs does not automatically remove your legal rights, but evidence can help us resolve the issue more efficiently.

15. Incorrect or Missing Products

Contact us promptly if:

• You receive the wrong product;
• A product is missing;
• The quantity is incorrect;
• A parcel appears to have been tampered with.

Provide your order number and supporting photographs where reasonably possible.

We will investigate and provide an appropriate remedy.

16. Delivery Delays and Your Rights

If delivery is delayed, contact us so that we can investigate.

You may be entitled to end the contract where:

• Delivery by an agreed date was essential and Together Always failed to deliver by that date;
• You informed us before ordering that delivery by a particular date was essential;
• Together Always refuses to deliver;
• Together Always fails to deliver within an additional reasonable period set by you;
• Another legal right to cancel applies.

Where you validly end the contract because of non-delivery, Together Always will refund the relevant amount in accordance with applicable law.

17. Risk and Responsibility

Risk of loss or damage generally passes to you when you, or a person nominated by you, takes physical possession of the products.

Where Together Always offers and arranges the carrier, responsibility for the product generally remains with Together Always until that point.

If you independently appoint a carrier not offered by Together Always, risk may pass when the products are delivered to that carrier, where permitted by law.

18. Changes to This Shipping Policy

Together Always may update this Shipping Policy to reflect changes in delivery services, fulfilment operations or legal requirements.

The policy applying to an order will normally be the version in effect when the order is placed.

Contact

For delivery, tracking or shipping questions, contact Together Always at:

contact@shoptogetheralways.com