Shipping & Delivery Policy

1. Order processing

Orders are processed Monday to Friday, excluding UK public holidays. We aim to dispatch within 1–2 business days of payment being confirmed. Orders placed over a weekend or holiday are processed on the next business day. You will receive a confirmation email when your order is placed and a second email with tracking once it ships.

2. Where we ship

We ship worldwide from the United Kingdom. A small number of destinations may be unavailable due to carrier or customs restrictions; if we cannot ship to your address, we will contact you and refund the order in full.

3. Delivery timeframes

• United Kingdom: approximately 2–4 business days after dispatch.
• Europe: approximately 4–8 business days after dispatch.
• United States & Canada: approximately 6–10 business days after dispatch.
• Rest of world: approximately 7–12 business days after dispatch.

These are estimates, not guarantees. Carrier delays, weather, customs inspections and peak periods can extend delivery times.

4. Shipping costs

Shipping is calculated at checkout and shown before payment. A flat tracked rate applies to most orders, and delivery is free on orders over $55.00 (order subtotal, before any taxes or duties). All prices and shipping charges are displayed in US dollars (USD).

5. Tracking

Every order ships with a tracking number, sent by email once your parcel is collected by the carrier. Please allow up to 24 hours for the first tracking scan to appear.

6. Customs, duties & taxes

Orders shipped outside the United Kingdom may be subject to import duties, taxes or customs fees set by the destination country. These charges are not included in our prices or shipping costs and are the responsibility of the recipient. Customs policies vary widely; please check with your local customs office if you are unsure.

7. Damaged, lost or incorrect parcels

Please inspect your order on delivery. If an item arrives damaged, faulty or incorrect, contact us at support@sutcliffeph.shop within 14 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or refund at no cost to you. If tracking shows a parcel as lost in transit, contact us and we will open an investigation with the carrier.

8. Undeliverable orders & wrong addresses

Please make sure your shipping address is correct at checkout. If a parcel is returned to us as undeliverable — for example, due to an incorrect address, a failed delivery, or unpaid customs charges — we will contact you to arrange re-delivery (additional shipping may apply) or a refund of the item value, excluding the original shipping cost.

9. Contact

Shipping questions can be sent to support@sutcliffeph.shop or by phone at +44 7463632599, Monday to Friday, 9:00am – 5:30pm (UK time).