1. Scope and delivery destinations

We currently deliver website orders to eligible addresses within the United Kingdom. The checkout will confirm whether delivery is available to the address entered.

Some remote destinations, islands and areas with limited courier coverage may require additional transit time. We will contact you if we become aware of a material issue affecting delivery to your address.

2. Order processing and dispatch

We normally process orders within 1–2 working days. Working days are Monday to Friday, excluding UK public holidays.

Orders placed during weekends, public holidays or unusually busy periods will begin processing on the next available working day. Processing time is separate from the courier’s delivery time.

If an order includes a pre-order or an item with a later stated dispatch date, the timing shown for that item will apply. We may hold the full order until all items are ready or send available products separately.

3. UK delivery times and shipping cost

Eligible website orders include free tracked UK delivery.

Standard delivery typically takes 2–5 working days after dispatch. This is an estimate and may be affected by destination, courier network conditions, severe weather, seasonal demand or other circumstances outside the ordinary delivery process.

We will deliver without undue delay and, unless a different timeframe has been agreed, no later than 30 days after the contract is made.

4. Dispatch confirmation and tracking

Once an order has been dispatched, we will normally send a confirmation email containing tracking information. Tracking can take some time to show its first courier scan after the label is created.

Please check your spam or junk folder if you cannot find the dispatch email. Make sure the email address entered at checkout is accurate.

Courier tracking is provided as a helpful status tool. Scans and estimated delivery windows may update, and a temporary lack of movement does not always mean that a parcel is lost.

5. Delivery addresses and order changes

You are responsible for entering a complete and accurate delivery address, including the correct postcode and any flat, unit or building information.

If you notice an error, contact us immediately. We will try to help if the order has not entered processing or dispatch, but we cannot guarantee that an address can be changed once fulfilment has begun.

If a parcel is returned because an incorrect or incomplete address was supplied, we will contact you. Where legally permitted, reasonable additional delivery costs may apply before it is resent. Any refund will be handled in accordance with your rights and our Refund Policy.

6. Delivery, safe places and risk

Goods remain at our risk until they are delivered to you or to a person you have identified to receive them, except where applicable law provides otherwise.

If you use courier options to nominate a neighbour, safe place, collection point or alternative delivery arrangement, please choose a location you consider secure. Delivery completed in accordance with your express instruction may be treated as delivery to your nominated recipient or location.

Where a signature, collection code or identification is required, you are responsible for ensuring that an appropriate recipient is available and can satisfy the courier’s reasonable requirements.

7. Delayed delivery

If tracking has not updated or an order has not arrived within the expected timeframe, please allow for any active courier notices and then contact us with your order number.

We will review the tracking and, where appropriate, raise an enquiry with the courier. Courier investigations may take several working days, but we will remain your point of contact for resolving the order.

If delivery is materially delayed, your rights and the available remedy will depend on the circumstances, including whether an agreed delivery date was essential. Nothing in this policy limits your statutory rights concerning late or undelivered goods.

8. Missing parcels or tracking marked “delivered”

If tracking says that a parcel has been delivered but you cannot locate it, please:

We may ask you to confirm details required for a courier investigation. We will assess the evidence and provide the remedy required by law where the parcel has not been delivered to you or your nominated recipient.

9. Parcels damaged in transit

If your order arrives damaged, do not dispose of the product or shipping packaging until we have reviewed the issue.

Contact us as soon as reasonably possible and provide:

• your name and order number;
• photographs of the outer packaging and shipping label;
• photographs showing the affected product and any damage; and
• a short description of what arrived.

Prompt evidence helps us investigate the courier claim, but it does not remove any statutory rights you may have. Depending on the circumstances, the appropriate remedy may include a replacement or refund.

10. Missed delivery, refusal and return to sender

Couriers may attempt redelivery, leave instructions or hold a parcel at a collection location. Please follow the tracking information within the stated collection period.

If a parcel is refused, not collected or returned to us, we will contact you after it has been received and identified. Where the return results from an incorrect address, refusal or failure to collect, and the goods are otherwise in their original condition, we may deduct or request reasonable additional delivery costs where legally permitted.

A returned-to-sender scan is not the same as a completed customer return. Refunds, where due, are processed after the parcel reaches the appropriate return location and is checked, in accordance with our Refund Policy.

11. Split shipments and multiple parcels

We may occasionally send items from the same order in separate parcels. If this happens, you may receive more than one dispatch email or tracking number, and the parcels may arrive on different days.

There is no additional delivery charge where we choose to split an eligible free-delivery order.

12. International shipping

Direct website shipping is currently limited to eligible UK addresses. We do not currently offer international delivery through the CoreOptimise® website.

If international delivery becomes available, the eligible destinations, charges, estimated timings and any relevant customs information will be shown before checkout.

13. Amazon, TikTok Shop and other marketplace orders

Orders placed through Amazon, TikTok Shop or another third-party retailer may be dispatched and delivered under that platform’s shipping process, tracking system and applicable policies.

Use the order page on the relevant marketplace for the latest delivery status or to report a delivery issue. We are happy to assist with product questions, but the platform may need to handle delivery claims, replacements or refunds where it fulfilled or processed the order.

14. Contact details

For help with a website order, tracking or delivery:

• Email: contactteam@coreoptimise.co.uk
• Contact page: www.coreoptimise.co.uk/pages/contact
• Business: CoreOptimise Ltd, company number 16624093
• Business address: International House, 61 Mosley Street, Manchester, M2 3HZ, United Kingdom