Shipping and Collection Policy

At Castle Comforts, we aim to process, dispatch, and deliver orders carefully and within a reasonable timeframe. This policy explains how shipping works for orders placed through our website and does not affect your statutory rights under UK consumer law. The Consumer Contracts Regulations require traders to give clear information about delivery arrangements and charges before purchase, and goods should be delivered without undue delay and, unless otherwise agreed, within 30 days.

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1. Shipping Areas

Castle Comforts currently ships to the delivery locations shown at checkout. Delivery availability may vary depending on the delivery address, the size of the order, and the courier or postal service used.

We currently only ship within the United Kingdom, unless otherwise stated on our website.

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2. Processing Times

Orders are usually processed and dispatched within the timeframe stated on our website or at the time of purchase. As a guide, orders are usually dispatched within 3 to 5 working days, although this may vary depending on product availability, order volume, and seasonal demand.

Please note that processing times are separate from delivery times.

Made-to-order and personalised items may take longer to dispatch. During especially busy periods, including seasonal peaks and holiday periods, processing and delivery times may be longer than usual.

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3. Delivery Times

Estimated delivery times are provided for guidance only and begin once your order has been dispatched. While we aim to ensure prompt delivery, delivery times are not guaranteed and may be affected by delays outside our control, including postal disruption, courier delays, weather conditions, or high seasonal demand.

Unless a different timeframe has been specifically agreed with you, goods should be delivered without undue delay and within 30 days of the contract being entered into.

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4. Shipping Charges

Delivery charges will be shown clearly at checkout before you complete your order. UK consumer guidance requires delivery charges, or the fact that they may be payable, to be made clear before purchase.

We offer free standard shipping on orders over £75.00.

Any applicable delivery charges must be paid in full at the time the order is placed.

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5. Dispatch Confirmation and Tracking

Where applicable, customers will receive dispatch confirmation once their order has been sent. If tracking is available for the selected shipping service, tracking details may also be provided.

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6. Delivery Address Information

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete. Castle Comforts cannot be held responsible for delays, losses, or failed deliveries caused by incorrect or incomplete address details supplied by the customer.

If an order is returned to us due to an incorrect address, failed delivery attempt, or failure to collect from the delivery provider, additional postage charges may apply before the order can be re-dispatched.

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7. Missed Deliveries, Lost Parcels, and Damaged Orders

If your order arrives damaged, or if you believe it has been lost or significantly delayed, please contact Castle Comforts as soon as possible with your order details so that we can investigate the issue.

Where goods are lost or damaged in transit, we will work with the delivery provider and provide an appropriate resolution in line with your rights under UK consumer law.

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8. Collection of Orders

Collection is not available for any products purchased online through Castle Comforts. All online orders must be shipped to the delivery address provided at checkout.

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9. Multiple Orders and Split Deliveries

If you place multiple orders, they may be dispatched separately depending on stock availability, order size, or the type of products ordered.

Where an order is dispatched in more than one parcel, you will not be charged additional delivery fees beyond those shown and agreed at checkout, unless otherwise clearly stated before purchase.

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10. Delivery Restrictions

We may be unable to deliver to certain addresses or locations where courier or postal restrictions apply.

We may also be unable to deliver to PO boxes or similar non-standard addresses where this is not supported by the delivery service used.

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11. Risk and Ownership

Under the Consumer Rights Act 2015, goods remain at the trader’s risk until they come into the physical possession of the consumer or a person identified by the consumer to take possession of them.

Ownership of the goods will pass to the customer once full payment, including any applicable delivery charges, has been received.

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12. Contact About Delivery

If you have any questions about shipping, delivery times, or the status of your order, please contact Castle Comforts using the contact details provided on our website.

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13. Statutory Rights

Nothing in this policy is intended to exclude or limit your statutory rights under UK consumer law.