Shipping policy

Shipping Policy

Trade Name: Renvorn

Contact Telephone: 01223 245136

Support Email: admin@renvorn.shop

Registered Physical Address: 1c Jenyns Close, Bottisham, Cambridge CB25 9DS, United Kingdom

Effective Date: June 2026

1. Order Processing Standards & Dispatch Lead Time

All orders placed on the official Renvorn store will complete payment verification, inventory check, goods picking, quality inspection and packaging procedures after successful payment confirmation. Our fulfilment team works Monday to Friday, excluding UK bank holidays, weekends and force majeure shutdown periods.

Core Processing Rule

All in-stock orders will be dispatched within 24–48 business hours upon payment clearance. Orders paid on weekends or UK public holidays will start processing on the next working day and still follow the 24–48 hour dispatch timeline counting from the first working day.

If selected items are temporarily out of stock, delayed by supplier restock or bulk pre-order demand, our customer service team will send a notification email via admin@renvorn.shop within 2 working days, offering three solutions: wait for restock delivery, split shipment of available items or full unconditional refund without any deductions. We will never send substitute goods without customers’ written approval.

Customised made-to-order products require extra production time, and the extended processing schedule will be clearly marked on corresponding product pages for reference.

2. Delivery Regions & Estimated Transit Time

After the parcel is scanned and dispatched by the courier, the standard global transit period is 9–21 working days. This delivery window covers all destinations including UK domestic, EU member states, USA, Canada, Australia and other international territories.

The 9–21 working days transit time is an estimated reference only. Delivery delays may occur due to random customs inspection, logistics seasonal peak, local public holidays, carrier strikes, extreme weather or temporary cross-border policy adjustments, which are beyond our controllable scope. We will not take compensation liability for delays caused by the above objective factors.

3. Shipping Cost & Free Shipping Threshold

All delivery fees are automatically calculated at checkout based on total packaged weight, recipient postcode/country and shipping service type. All displayed freight contains standard protective packaging fees with no hidden extra charges.

UK Domestic Free Shipping

Orders with pre-tax merchandise subtotal over £42 enjoy free standard shipping across UK mainland. This offer does not apply to Scottish Highlands, Northern Ireland, Channel Islands and expedited delivery upgrades. Customers who need faster delivery can pay the freight difference voluntarily.

EU & International Shipping

Free standard shipping is not available under daily sales rules. Limited-time global free delivery promotions will be clearly displayed on homepage and checkout page with fixed valid periods. All discount codes shall be used in accordance with their specified terms.

4. Import Duty, VAT & Customs Liability

  1. Shipments delivered within the UK will not generate cross-border import tariffs. Relevant sales tax will be collected at checkout following HMRC regulations.
  2. For all EU and non-UK international orders, all destination import duties, VAT, customs clearance fees, inspection charges and fines shall be fully borne by the receiving buyer.

    It is buyers’ responsibility to learn local import rules and tax standards before placing orders. If parcels are detained, fined or returned by customs due to local import restrictions or insufficient buyer documents, all detention storage fees, return freight and goods loss shall be undertaken by purchasers. Renvorn will not compensate any relevant economic losses.

5. Damaged, Lost & Missing Parcel Claim Process

5.1 Damaged Goods Claim

Customers shall check outer packaging immediately upon receipt. If the box is crushed, soaked or torn, you have the right to refuse signature and return to courier directly.

For signed parcels with broken internal products, please collect complete evidence including full package photos, damaged product close-ups and tracking label screenshot, then submit a claim email to admin@renvorn.shop within 7 calendar days after delivery marked by system. Our team will verify materials within 3–5 working days and provide free replacement or full/partial refund based on verification results. Claims submitted after the 7-day window will not be accepted.

5.2 Lost Parcel Handling

If tracking information stops updating for a long time, customers can send an inquiry email to us. We will submit loss investigation to logistics providers, and official carrier loss confirmation normally takes 15–30 working days. After receiving formal loss certification, customers can choose free reshipment of full order or complete refund of lost goods value. Refund or reshipment will not be arranged before official loss confirmation.

5.3 Shortage Claim

If items are missing after unpacking, please provide complete unboxing video and courier weight certificate within 5 working days of receipt confirmation. We will cross-check warehouse picking records and carrier manifests. After liability confirmation, we will resupply missing items free of delivery cost or issue corresponding proportional refund.

6. Undeliverable, Wrong Address & Refused Parcel Rules

Buyers must fill in accurate recipient name, full delivery address, valid phone number and correct postcode during checkout.

Parcels returned to our Cambridge warehouse caused by buyer’s wrong address, unreachable contact, voluntary refusal of delivery or long-term absence will deduct original outbound freight plus round-trip return fees from your refund. If you need re-delivery, you must pay a new full shipping fee.

If parcels are returned due to our warehouse address entry error, Renvorn takes full freight responsibility and arranges free re-delivery immediately after error confirmation.

7. 30-Day Return & Refund Policy Supplement (Linked to Shipping Rules)

We provide a 30-day return window for all eligible goods, calculated from the date the parcel is marked delivered by logistics carrier:
  1. Customers who need to return items shall send a return application email to admin@renvorn.shop within 30 calendar days after delivery date; applications beyond the 30-day period will be rejected.
  2. Returned goods must remain unused, unwashed, intact with original packaging, tags and accessories complete. Customised, clearance and hygiene products are non-refundable and non-returnable.
  3. Buyers bear all return shipping costs unless the return is caused by our delivery error, factory quality defect or wrong item dispatch.
  4. After we receive and inspect returned goods, the corresponding payment will be refunded to the original payment account within 3–7 working days.

8. Force Majeure Exemption Clause

Renvorn shall not bear breach of contract or compensation liability for delayed dispatch, suspended shipment and logistics interruption caused by uncontrollable force majeure events, including natural disasters, extreme weather, customs policy adjustment, logistics worker strikes, public health lockdown, temporary port/airway closure and all government mandatory regulatory measures. In case of large-scale logistics disruption, we will post delay notifications on our website homepage.

9. Policy Revision Right

Renvorn reserves the unilateral right to revise all clauses of this Shipping Policy to adapt to updated UK transportation regulations, cross-border logistics rules and business operation adjustments. All revised terms take effect immediately after publication on our website policy page without separate individual customer notification. All customers shall check the latest policy before placing new orders.