Shipping policy
Last updated: 7 October 2026
Delivery area
We currently ship within the United Kingdom only.
Dispatch and tracking
Orders are dispatched within 24 hours using a tracked delivery service. You’ll receive tracking details once your order has been dispatched.
Dispatch time is separate from delivery time. Delivery estimates vary depending on the courier and destination.
Delivery charges
Standard delivery is free for orders over £30. Delivery charges for orders below this threshold are displayed at checkout before you complete your purchase.
Delivery details
Check that your delivery address and contact details are complete and correct before placing your order.
If you notice an error, contact cs@supify.co.uk immediately. Address changes cannot be guaranteed once an order has been dispatched.
Delayed or lost parcels
If your order has not arrived after the estimated delivery window, contact cs@supify.co.uk with your order number and tracking details.
We’ll review the tracking information and investigate with the courier where necessary. Contact Supify directly so our team can manage the issue.
If requested, complete, sign and return a Declaration of Non-Receipt (DOR) confirming that you have not received your parcel. This supports our delivery investigation.
Marked as delivered but not received
Check the delivery confirmation, any delivery photograph, your designated safe place, and whether someone in your household or a neighbour has accepted the parcel.
If you still cannot locate it, contact us within 7 calendar days of the delivery notification. Include your order number and any relevant information about the delivery.
We may request a signed DOR to support the investigation.
Damaged parcels or products
Inspect your parcel and products when they arrive. If your order is damaged, contact us within 7 calendar days of delivery.
Include:
- Your order number.
- A description of the damage.
- Clear photographs of the outer packaging, shipping label and affected products.
Retain the packaging and affected products while we review your report. Do not consume products with broken seals, damaged containers or signs of contamination. Contact us before returning or disposing of affected items.
Wrong or missing items
If you receive an incorrect item or an item is missing, contact us within 7 calendar days of delivery.
Provide your order number, details of the incorrect or missing items, and photographs of the products and packaging you received.
Our response and resolution process
We’ll respond to shipping enquiries within one working day. Working days are Monday to Friday, excluding UK bank holidays.
We’re committed to resolving delivery issues promptly. Our team will review your report, investigate with the courier where necessary, and confirm the next steps. We’ll keep you informed throughout the investigation.
Your statutory rights
The reporting windows and evidence requests in this policy do not affect your statutory consumer rights.
Contact us
For all shipping and delivery enquiries, email cs@supify.co.uk, quoting your order number.