1. Shipping overview

WhisperLace currently provides delivery services for orders placed through our online store.

Available delivery options, charges and estimated delivery times are shown during checkout before an order is completed.

Delivery availability may vary depending on the destination, product availability and the delivery service selected.

2. Order processing

Orders are normally processed after successful payment has been received.

We aim to prepare orders promptly during our normal operating arrangements.

Orders may require additional processing time during busy periods, promotional periods, public holidays or where an item requires additional handling before dispatch.

Order confirmation

After completing checkout, you should receive an order confirmation containing the details of your purchase.

Please review the confirmation and contact us promptly if you believe your delivery address or another important order detail is incorrect.

Address information

Customers are responsible for providing a complete and accurate delivery address.

If an incorrect or incomplete address is supplied, please contact us as soon as possible. We will try to assist, although changes may not always be possible after an order has been dispatched.

3. UK delivery

Delivery options and applicable charges are displayed at checkout based on the delivery destination and available service.

Delivery estimates are not guaranteed delivery deadlines. Actual arrival times may vary depending on the carrier, destination and circumstances affecting the delivery network.

Working days

Working days generally refer to Monday to Friday and exclude UK public holidays unless otherwise stated by the delivery service.

Delivery charges

The delivery charge applicable to your order will be shown before payment is completed.

Any free delivery offer will be subject to the conditions displayed at the time of the offer.

4. Dispatch and tracking

Where tracking is available for the selected delivery service, tracking information may be provided after the order has been dispatched.

Tracking information may take some time to become active after the parcel enters the carrier's network.

Tracking updates

Delivery tracking is provided by the relevant carrier. Once a parcel has been handed to the carrier, some delivery updates may be outside our direct control.

If tracking information has not changed for an unusually long period, please contact us and we will review the order with you.

5. Delivery issues

Delayed delivery

If your order has not arrived within the expected delivery period, please contact us with your order number.

We will review the available tracking or delivery information and assist where possible.

Parcel marked as delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please check with other household members or anyone authorised to receive deliveries at the address.

You should also check any safe place or delivery location identified by the carrier.

If the parcel remains missing, contact us so that we can advise on the next steps.

Damaged packaging

If your parcel arrives visibly damaged, please contact us as soon as possible.

Where appropriate, photographs of the parcel and product may help us assess the situation and work with the relevant delivery provider.

Incorrect item

If you receive an item that does not match your order, please contact us before returning it.

We will review the order and advise on the appropriate return or replacement process.

6. Failed delivery

If a delivery attempt is unsuccessful, the carrier may leave instructions for redelivery, collection or another delivery arrangement.

Customers should follow the carrier's instructions where possible.

If a parcel is returned to us because the delivery address was incomplete, incorrect or the parcel was not collected after a carrier notification, additional delivery arrangements may be required.

Please contact us if you believe a parcel has been returned to sender.

7. Delivery to third parties

If you provide a delivery address for another person, you are responsible for ensuring that the recipient information is accurate.

Once the carrier has delivered the parcel in accordance with its delivery procedures, responsibility for the parcel may pass in accordance with applicable consumer law.

8. Circumstances outside our control

Delivery may occasionally be affected by circumstances outside our reasonable control.

These may include severe weather, transport disruption, carrier network issues, public holidays, industrial action, technical problems or other significant events.

Where a delivery is affected, we will take reasonable steps to assist and provide information available to us.

Nothing in this policy limits any statutory rights you may have regarding delivery.

9. Returns and delivery charges

If you need to return an item, please refer to our Refund Policy for information about eligibility, return arrangements and any applicable return postage responsibility.

Where an item is faulty, damaged or incorrectly supplied, please contact us before sending it back so that we can advise on the appropriate process.

10. Contact us

If you have a question about delivery, tracking or an order that has not arrived, please contact our customer support team.