Shipping policy
Delivery Policy
Where we deliver
We currently deliver to addresses throughout the United Kingdom.
Orders may be prepared, fulfilled and dispatched through our own facilities or through specialist fulfilment and logistics partners before entering the UK delivery network.
Depending on the fulfilment route used for your order, the international portion of your shipment may be handled by a logistics partner before being transferred to a local UK delivery carrier for final delivery.
Delivery costs
Standard delivery is completely free on all orders, with no minimum order value.
The price shown at checkout is the amount you pay for your order unless you choose an optional paid delivery service, where available.
Estimated delivery times
Our usual estimated timeframes are:
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Order processing: approximately 3–5 working days;
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Delivery after dispatch: approximately 7–12 working days.
These are estimated timeframes and not guaranteed delivery dates.
Orders placed at weekends or on UK bank holidays normally begin processing on the next working day.
During busy periods, including sales, promotional periods, holidays or unusually high order volumes, processing and delivery may take slightly longer than usual.
Where no different delivery period has been specifically agreed with you, we will deliver your order without undue delay and within the period required by applicable UK consumer law.
Order confirmation and dispatch
Once your order has been placed successfully, we will send an order confirmation email to the email address provided at checkout.
When your order has been dispatched, you will receive a further email containing the available shipment and tracking information.
Please make sure that the email address entered at checkout is correct and check your spam or junk folder if you do not receive an expected notification.
Tracking your order
Once your order has been dispatched and tracking information becomes available, you can follow its progress using our Track Your Order page:
https://caroline-london.co.uk/a/Track-Your-Order
You may also receive a tracking link in your dispatch confirmation email.
Please note that tracking information may not update immediately after dispatch.
It can sometimes take several working days for the carrier to record the next physical scan, particularly while a parcel is moving between fulfilment centres, international transport facilities or delivery partners.
A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving or has been lost.
International fulfilment
Caroline London works with specialist production, fulfilment and logistics partners.
For this reason, some orders may be prepared or dispatched from a facility outside the United Kingdom before entering the UK delivery network.
The country shown at the beginning of your tracking history may therefore reflect the location of a production or fulfilment partner rather than the final delivery carrier.
Once the parcel enters the UK delivery network, it may be transferred to a local carrier for the final stage of delivery.
This does not affect your statutory rights or our responsibility for delivering your order.
Split shipments
Where an order contains multiple items, the products may occasionally be prepared or dispatched separately.
This means that:
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You may receive more than one parcel for the same order;
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Different items may arrive on different days;
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Each parcel may have its own tracking number;
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One parcel may begin moving before another.
Receiving only part of an order does not necessarily mean that the remaining items are missing.
Where items are dispatched separately, please refer to the tracking information provided for each parcel.
Delivery addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check:
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Recipient name;
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House or building number;
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Street;
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Flat, apartment or unit number;
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Town or city;
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Postcode;
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Telephone number, where requested.
If you notice an error after placing your order, please contact us at info@caroline-london.co.uk as soon as possible.
We will do our best to update the address if the order has not yet been processed or dispatched.
However, once an order has entered the fulfilment or delivery process, we cannot guarantee that the delivery address can still be changed or that the parcel can be intercepted or redirected.
If a delivery fails because the address supplied by the customer was incomplete or incorrect, additional delivery or reshipping costs may apply where permitted by law.
Delivery instructions
We cannot guarantee requests such as:
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Leaving a parcel in a particular location;
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Leaving it with a neighbour;
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Delivering at a specific time of day;
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Calling before delivery.
Final delivery arrangements are subject to the procedures and discretion of the delivery carrier.
Where the carrier provides its own delivery-management service, you may be able to update delivery preferences directly with them once your parcel reaches the final delivery stage.
Missing or delayed orders
We remain responsible for the goods until they are delivered to you or to a person you have identified to take possession of them, subject to applicable UK consumer law.
If your order has not arrived within the estimated timeframe, please contact us at info@caroline-london.co.uk with your order number.
We will review the tracking information and, where necessary, investigate the shipment with the relevant delivery or fulfilment partner.
Please note that an order exceeding an estimated delivery date does not automatically mean that the parcel is lost.
Where goods are not delivered within the time specifically agreed with you, or within the period required by applicable UK consumer law where no different time has been agreed, you may have statutory rights to require delivery within an additional appropriate period or, in certain circumstances, to treat the contract as ended.
Where appropriate, we will provide the remedy required by applicable law, which may include replacement or refund.
Lost parcels
If tracking or an investigation with the carrier confirms that your parcel has been lost in transit, please contact us and we will provide the appropriate resolution.
Depending on the circumstances and availability of the item, this may include:
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A replacement; or
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A refund to the original payment method.
We may need to complete or obtain confirmation from the carrier investigation before determining that a parcel has been lost.
This does not affect any rights you may have under applicable consumer law.
Parcels marked as delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please first:
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Check around the delivery location and any designated safe place;
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Ask members of your household;
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Check with neighbours or building reception where appropriate;
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Review any delivery photograph or information provided by the carrier.
If the parcel still cannot be located, please contact us at info@caroline-london.co.uk and we will review the delivery information with you.
Delivery refusal or failure to collect
If a customer refuses delivery, repeatedly fails to accept delivery, or does not collect a parcel from a collection point after reasonable delivery attempts, the parcel may be returned through the carrier network.
If the parcel is returned to us or to our designated fulfilment facility, we will contact you regarding the available next steps.
Where legally permitted, additional costs resulting directly from an unsuccessful delivery caused by circumstances attributable to the customer may be taken into account.
This does not affect your statutory rights.
Risk during delivery
The goods remain at our risk until they come into your physical possession, or the physical possession of a person identified by you to receive them, except where applicable law provides otherwise.
Payment options
We accept the payment methods displayed at checkout, which may include major credit and debit cards and supported digital payment methods such as Apple Pay, Google Pay or Shop Pay.
Available payment options may vary depending on your device or payment provider.
Payments are processed securely through our payment platform.
Questions?
If you have any questions about your order or delivery, please contact:
Please include your order number whenever possible so that we can assist you more quickly.
