Shipping policy
1. Dispatch & Processing Times
1.1 Orders are processed Monday to Friday, excluding UK public holidays.
1.2 Orders received will normally be dispatched the next working day. Except on Friday, Saturday & Sunday - which will normally ship the following Monday. We will endeavour to ship all Friday before 12:00pm orders the same day.
1.3 Dispatch times are estimates and may vary during peak seasons.
2. Delivery Services & Transit Times
2.1 We offer a variety of shipping services for UK and international destinations. The options available will be shown at checkout.
2.2 Typical transit times (after dispatch) are as follows:
| Region | Service | Typical Delivery Time |
|---|---|---|
| UK | Royal Mail Tracked 24 | 1–2 working days |
| Royal Mail Tracked 48 | 2–3 working days | |
| DPD Next Day | 1 working day | |
| EU & Europe | Tracked Postal | 4–7 working days |
| UPS Standard / Express Saver | 2–5 working days | |
| USA & Rest of World | Tracked Postal | 5–12 working days |
| UPS Worldwide Saver / Expedited | 3–7 working days |
Important: These times are indicative and not guaranteed. Delays caused by customs clearance, adverse weather, or courier network issues are outside our control.
3. Risk & Transfer of Title
3.1 Risk of loss or damage to goods passes to you upon delivery to the address provided at checkout.
3.2 Title to goods passes to you only when full payment is received by us.
4. Customs, Duties & Import Taxes (International Orders)
4.1 For EU orders below €150, VAT is collected at checkout under the IOSS scheme.
4.2 For orders exceeding €150 and for all non-EU countries, you are responsible for any duties, taxes, or fees imposed by your country’s customs authorities.
4.3 We are not liable for delays caused by customs processing.
5. Claims for Loss, Delay or Damage
5.1 Reporting Window: You must notify us of suspected loss, non-delivery, or damage within the time limits below. Failure to notify within these periods may invalidate your claim.
| Carrier / Service | When to Report Non-Delivery | Compensation Limit* |
|---|---|---|
| Royal Mail Tracked 24 / 48 (UK) | Report after 10 working days from expected delivery date | Up to £100 (standard liability) |
| Royal Mail International Tracked / Signed | Report after 20 working days (Europe) or 25 working days (Rest of World) from dispatch | Up to £100 |
| DPD (UK & International) | Report within 14 calendar days of expected delivery date | Up to the consignment value, subject to DPD Terms |
| UPS Standard / Express | Report within 14 calendar days of expected delivery date | Liability limited to £8.08 per kg unless additional insurance purchased |
*Compensation is subject to the carrier accepting the claim and may be limited to the carrier’s standard compensation policy.
5.2 Evidence Required: You must provide:
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Your order number,
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Tracking reference,
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Photographs of packaging and items (for damage claims),
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Written confirmation of non-receipt (for loss claims).
5.3 Investigation Period: Once we are notified, we will submit a claim with the carrier. Investigation periods vary (typically 14–30 days). Refunds or replacements will only be issued once the carrier confirms loss or accepts liability.
6. Exclusions & Limitations
6.1 We cannot accept liability where the carrier shows the parcel as “delivered”, including delivery to a neighbour, safe place, or reception.
6.2 We are not liable for delays outside our reasonable control, including but not limited to customs clearance, strikes, extreme weather, or force majeure events.
6.3 Our maximum liability is limited to the lesser of (a) the order value, or (b) the amount recovered from the carrier under their compensation scheme.
7. Address Accuracy & Failed Deliveries
7.1 It is your responsibility to ensure the shipping address is accurate and complete.
7.2 If a parcel is returned to us due to an incorrect address, failed delivery attempts, or non-collection, we may charge for re-delivery.
8. Contact for Claims
To initiate a claim or enquiry, please contact:
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Email: theteam@thrifted.com
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Phone: +44 1708 865 660
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Address: Thrifted Ltd, 3 Cliffside Trade Park, Motherwell Way, Grays, RM20 3XD, UK
9. Governing Law
These Terms are governed by the laws of England & Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England & Wales.