Shipping & Delivery

Last updated: 15 September 2026

Every Brindavo order is delivered free and tracked to any address in the United Kingdom. This page sets out how long it takes, how to follow your parcel, the rules for changing or cancelling an order, and what we do if a parcel is late, lost or damaged. It applies together with our Returns & Refunds Policy — please read both before you order.

1. Delivery time

Processing — the time between your order being confirmed and the parcel leaving the fulfilment centre — takes 1–3 working days. Transit with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total from the day you order. Working days are Monday to Friday, excluding bank holidays; an order placed on a Friday evening starts processing on Monday. In the run-up to Christmas and during major sales, processing can take up to 2 additional working days.

These are estimates based on courier performance, not guaranteed dates: severe weather, courier disruption, bank holidays and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.

2. Delivery cost and where we deliver

Delivery is free on every order, with no minimum spend — the total at checkout is the total you pay. We deliver to all UK addresses, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Channel Islands, at no extra cost. We don't currently deliver outside the UK.

3. Couriers

Parcels travel with Royal Mail, Evri, DPD, Yodel or DHL, depending on your address and the size of the parcel. Every order is sent on a tracked service, and the courier handling your parcel is named in your dispatch email.

4. Cancelling or changing an order

Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, variants, quantities and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@brindavo.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).

5. Confirmation, tracking and split parcels

You'll receive an order confirmation by email straight after checkout — check the delivery address in it. When the parcel is dispatched, a second email brings the tracking number. Allow 2–5 working days for the first scan; a tracking page showing only "label created" in the first days is normal, and updates can be less frequent while the parcel travels between courier hubs. If tracking hasn't updated for 10 working days, contact us and we'll check with the courier.

Items are dispatched from the fulfilment centre that holds them, so an order may be sent in more than one parcel on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

6. Delivery address, failed and refused deliveries

Please check your address before you complete checkout: house number or name, street, flat number where relevant, postcode, and a mobile number the courier can text — an incomplete address is the most common cause of a late delivery. Address changes are only possible within the 5-minute window in section 4; couriers don't redirect consumer parcels after that.

Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a courier collection point or Post Office within the holding period, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

7. Delays and lost parcels

If tracking shows the parcel moving, give it a little more time. If tracking has been silent for 10 working days, or the parcel is more than 7 working days past the estimated delivery window, email us your order number. We'll open a trace with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

8. Marked delivered, but not received

Check with neighbours, in a porch, a communal entrance or the courier's usual safe place, and check the tracking page for a photo of where it was left — couriers sometimes scan a parcel shortly before the final handover. If it hasn't turned up, let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 11 applies.

9. Damaged or incomplete on arrival

Check your order when it arrives. If the outer packaging or an item is damaged, or something is missing, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the outer box, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 7).

10. VAT and duties

All prices include VAT. Where an order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us before the parcel is released — you won't receive a "fee to pay" card from Royal Mail or a customs charge from any courier, and nothing is collected on delivery.

11. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@brindavo.com