Shipping and Delivery

Processing and dispatch

We aim to process and dispatch in-stock orders within 24–48 hours.

This target excludes:

• weekends;
• public holidays;
• payment or address-verification delays;
• backorders;
• exceptional demand;
• events outside our reasonable control.

The dispatch target is an estimate, not a guarantee. We will contact you where a material delay affects your order.

Shipping rates

Current base shipping rates are:

• United Kingdom: £5.30 standard shipping
• Europe: £15.00 base shipping
• Rest of world: £20.00 base shipping

UK free shipping is available only when a valid eligible UK free-shipping voucher is applied.

Where an order is charged in USD, checkout displays the configured USD shipping amount before payment.

The shipping amount shown in the final checkout is the amount charged.

UK delivery estimate

UK delivery normally takes an estimated 2–3 working days after dispatch. This is an estimate rather than a guaranteed delivery date.

International delivery estimates

Europe and rest-of-world delivery estimates are displayed at checkout, in the order confirmation or in the dispatch message where available.

International delivery may be delayed by:

• customs;
• local postal operations;
• import checks;
• destination-country restrictions;
• remote-location handling.

Carriers, tracking and signature

Orders may be delivered by Royal Mail, UPS or another configured carrier. A signature may be required.

Tracking information will be sent when it is available. The issue of a tracking number does not remove rights or responsibilities imposed by law.

Correct delivery information

You must provide:

• a complete delivery address;
• the correct postcode;
• an accessible delivery location;
• accurate telephone and email details where needed by the carrier.

Contact us promptly if you identify an error. We cannot guarantee that an address can be changed after fulfilment has started.

Reasonable redelivery or return costs caused by an incorrect address or failure to collect may be charged where lawful and explained.

Missed delivery

If delivery is missed, follow the carrier’s instructions for:

• collection;
• redelivery;
• nominated safe place or neighbour, where available.

Contact us if the parcel is being returned, the tracking information is unclear, or the carrier’s stated delivery window has materially passed.

International customs and import charges

International customers are responsible for checking whether products may be imported into the destination country.

Customs duties, import taxes, clearance fees and other local charges may be imposed by local authorities. These charges are normally payable by the customer. AW1 Cream does not control these charges.

A refusal to pay customs charges may result in the parcel being returned, abandoned or destroyed. Any refund will be assessed according to applicable law and the recoverable amount after carrier, customs or return costs.

Delivery restrictions

Some destinations, products, weights or carriers may be restricted. Orders to PO Box or BFPO addresses may be restricted depending on weight, product type and carrier rules. The website will flag a known restriction before payment where technically possible.

Backorders

Backorders are charged immediately where clearly identified at checkout. The expected dispatch date or window is an estimate. If a material delay occurs, we will contact you and explain the applicable cancellation or refund options.

Delivery risk

Goods remain at our risk until they are delivered into the physical possession of you, or a person identified by you to receive them, except where applicable law provides otherwise.

Lost or delayed parcels

Contact us if tracking indicates that a parcel may be lost or materially delayed. We may need to verify the delivery address, review carrier tracking, open a carrier investigation, or ask for a declaration or supporting information. This process does not remove statutory rights.

Lower actual shipping cost

If we choose to refund part of a shipping charge because the actual carrier cost was lower, this is a discretionary customer-service adjustment. It does not create an automatic entitlement for future orders.

Contact about delivery

Provide your order number, customer name, delivery postcode and a short description of the issue.

• Email: aw1@aw1cream.com
• Telephone / WhatsApp: +44 (0) 7566 868 440