Shipping policy
Shipping Policy
This Shipping Policy applies to all orders placed through www.urenus.co.uk and should be read alongside our Terms & Conditions and Refund Policy.
Order Processing
Order Cut-Off Time
Orders received before 10:00 AM (UK time) on a business day will normally begin processing the same day.
Orders received after 10:00 AM, or on weekends and public holidays observed in England and Wales, will be processed on the next business day.
Dispatch Time
We aim to dispatch all orders within 1 business day.
During periods of exceptionally high demand, public holidays, or circumstances beyond our reasonable control, dispatch may take slightly longer.
Business Days: Monday to Friday, excluding public holidays in England and Wales.
Shipping Services & Delivery Estimates
Delivery estimates shown below begin after your order has been dispatched.
United Kingdom
-
UK 24-Hour Delivery: Next working day delivery after dispatch.
International Shipping
-
DHL Express International: 2–5 business days
-
UPS Express International: 2–5 business days
-
DPD Air Classic – Aramex International: 3–6 business days (available in selected countries)
-
International Tracked Mail: 5–10 business days (recommended for PO Box addresses)
-
International Tracked & Signed Mail: 5–10 business days with signature on delivery
Please note that all delivery times are estimates only. Transit times may be affected by customs clearance, severe weather, courier delays, local public holidays, or deliveries to remote locations.
Shipping Destinations
We ship worldwide from our UK fulfilment centre.
We currently deliver to more than 200 countries and territories.
Available shipping methods may vary depending on the destination country.
Tracking Information
Where your selected shipping service includes tracking, you will receive a shipping confirmation email containing your tracking information once your order has been dispatched.
If you have any questions regarding your shipment, please contact us at info@urenus.co.uk.
Back Orders
If an item is temporarily unavailable, we may place it on back order.
Should this occur, we will notify you by email and provide an estimated dispatch date.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at info@urenus.co.uk.
We recommend contacting us within 2 hours of placing your order.
Although we will always do our best to accommodate cancellation requests, orders that have already been dispatched cannot normally be cancelled and will have to go through returns process.
Order Amendments
If you need to amend your order, such as updating your delivery address, please contact us at info@urenus.co.uk within 2 hours of placing your order.
Once an order has been dispatched, amendments may no longer be possible.
Customers are responsible for ensuring that the delivery address provided during checkout is accurate and complete. We cannot accept responsibility for delays, failed deliveries, or additional charges arising from incorrect or incomplete address information.
Missed Deliveries
If no one is available to receive your parcel, the courier may:
-
Leave the parcel in a designated safe place (where available);
-
Leave a calling card with instructions for redelivery or collection; or
-
Hold the parcel at a local depot or collection point.
For express courier deliveries, we recommend contacting the courier directly using the tracking information provided to arrange redelivery where necessary.
Lost, Delayed or Damaged Shipments
If your order has been significantly delayed, is lost in transit, or arrives damaged, please contact us as soon as possible at info@urenus.co.uk.
We will work with the relevant courier to investigate the issue and, where appropriate, arrange a suitable resolution in accordance with our customer service policies and applicable consumer law.
PO Box Deliveries
DHL Express and UPS Express do not deliver to PO Box addresses.
If your delivery address includes a PO Box, please select International Tracked Mail or International Tracked & Signed Mail during checkout.
Customs, Duties & Taxes
International orders may be subject to customs inspections, import duties, taxes, or other charges imposed by the destination country.
Unless otherwise stated during checkout, these charges are the responsibility of the customer.
Any customs delays are outside our control and may affect delivery times.
Customer Support
If you have any questions regarding your order or delivery, our customer support team is happy to assist.
Email: info@urenus.co.uk
We aim to respond to all enquiries within one business day.