Shipping and Delivery Policy

Last Updated: 01/06/2026

This Shipping Policy explains how Mystic Wellness Distributions Ltd (“we”, “us”, “our”) processes, prepares, dispatches, and delivers orders placed through our website mysticwellnessdistributions.co.uk (“Website”).

By placing an order through our Website, you agree to this Shipping Policy, our Terms and Conditions of Sale, and our Terms and Conditions of Website Use.

This Policy applies to all products sold through our Website, including wellness and spiritual products such as singing bowls, gongs, bells, meditation tools, sound healing instruments, accessories, and related wellness products.

Nothing in this Shipping Policy limits or excludes your statutory rights under applicable consumer law.

  1. Right to Cancel (Consumer Contracts Regulations 2013)

Where you purchase goods from us as a consumer via our website, you have the legal right to cancel your order within 14 days without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”).

The cancellation period begins the day after you, or a person nominated by you (other than the carrier), receives the goods.

To exercise your right to cancel, you must inform us of your decision by a clear statement (for example, by email or written notice). You may use a cancellation form if one is provided, but this is not mandatory.

If you cancel your order, you must return the goods to us within 14 days of notifying us of cancellation, unless we agree otherwise. You are responsible for the cost of return shipping unless the goods are faulty, misdescribed, or otherwise required by law.

We may make a deduction from your refund for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Certain goods may be exempt from cancellation rights where permitted by law, including personalised or custom-made items, sealed goods which are not suitable for return once unsealed for health or hygiene reasons, and goods which are perishable or have a limited shelf life.

  1. Delivery Locations

We currently offer delivery within the United Kingdom, selected countries within the European Union, and selected international destinations where our courier partners operate.

Delivery availability may vary depending on shipping restrictions, customs laws, import regulations, sanctions, carrier limitations, or operational considerations.

We reserve the right to suspend, restrict, or refuse delivery to any region, country, or address where shipment is unlawful, unsafe, commercially impractical, or unavailable.

If delivery is unavailable to your chosen destination, this may be shown during checkout or we will notify you as soon as reasonably possible and issue any applicable refund.

  1. Delivery Restrictions

We reserve the right to restrict quantities, product availability, delivery methods, or shipping destinations where required for operational, regulatory, safety, customs, export control, or commercial reasons.

  1. Export Controls and Sanctions

Customers are responsible for ensuring that the products ordered may be lawfully imported into the destination country.

We reserve the right to refuse, cancel, suspend, or restrict any shipment where required by applicable export control laws, trade sanctions, customs regulations, or other legal requirements.

  1. Order Acceptance and Contract Formation

Placing an order through our Website constitutes an offer by you to purchase goods from us.

A legally binding contract is formed only when we issue a dispatch confirmation confirming that the goods have been dispatched.

Receipt of an order confirmation email does not necessarily mean acceptance where further verification is required.

We reserve the right to refuse, suspend, or cancel any order before dispatch, including where:
payment cannot be authorised, stock is unavailable, product information contains errors, fraud is suspected, delivery restrictions apply, or compliance concerns arise.

Where payment has been taken for a cancelled order, a full refund will be issued without undue delay.

This section complies with the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  1. Electronic Communications

By placing an order through our Website, you agree that communications relating to your order, delivery, dispatch, tracking information, notices, and other communications may be provided electronically and shall satisfy any legal requirement that such communications be in writing.

  1. Order Processing Times

Orders are normally processed within 3 to 5 working days, excluding weekends and public holidays in England and Wales.

Processing includes payment verification, stock allocation, quality inspection, protective packaging, and courier handover preparation.

During busy periods, holidays, promotions, severe weather, stock delays, or other exceptional circumstances, processing times may be extended.

Where significant delays occur, we will make reasonable efforts to notify affected customers.

Once dispatched, you will receive a dispatch confirmation email and tracking details where available.

  1. Delivery

Delivery times provided are estimates only and are not guaranteed unless expressly stated in writing at the time of purchase.

  1. UK Delivery Services

For deliveries within the United Kingdom, we generally offer:

  • Standard Delivery, usually arriving within 3 to 5 working days after dispatch.
  • Express Delivery, usually arriving within 1 to 2 working days after dispatch.
  • Deliveries may be made using Royal Mail, DPD, Evri, Parcelforce, or other trusted courier partners.
  • Certain larger, fragile, or specialist products may require additional handling or specialist courier arrangements, which may affect delivery times.
  • All delivery dates are estimates only unless expressly stated otherwise.
  1. EU and International Deliveries

For EU and international customers, we offer delivery through recognised international courier services such as Royal Mail International, DHL, UPS, FedEx, or DPD.

Estimated delivery times vary depending on destination, customs processing, and courier service selected.

  • Standard delivery generally takes 3 to 10 working days after dispatch.
  • Express delivery generally takes 1 to 7 working days after dispatch.
  • International delivery timeframes are estimates only and may be extended by customs inspections, border checks, or local carrier delays.
  • We are not responsible for delays caused by foreign customs authorities or destination-country regulations.
  1. International Compliance

Customers are responsible for ensuring that ordered products comply with local laws, regulations, import requirements, and restrictions applicable in their destination country.

We do not guarantee that products available for purchase through our Website are lawful to possess, import, distribute, or use in every jurisdiction.

  1. Courier Services

We reserve the right to use alternative courier providers of a similar standard where necessary to fulfil an order efficiently and safely.

  1. Shipping Charges

Shipping charges are calculated at checkout based on delivery destination, package size, weight, order value, and selected delivery service.

All applicable delivery charges will be shown clearly before you complete payment.

Free shipping promotions may be offered from time to time and are subject to separate promotional terms.

We reserve the right to amend delivery pricing at any time before an order is placed.

  1. Customs Duties, Import VAT and Taxes

Orders shipped outside the United Kingdom may be subject to customs duties, import VAT, clearance charges, brokerage fees, or local taxes imposed by the destination country.

These charges are determined solely by local authorities and are outside our control.

Unless expressly stated otherwise at checkout, these charges are the customer’s responsibility.

Failure to pay customs charges may result in delayed delivery, return of goods, storage charges, disposal, or destruction by customs authorities.

Where permitted by applicable law, we may deduct reasonable costs actually incurred by us, including return shipping, storage, handling, customs charges, or administrative costs, from any refund due.

Customers are responsible for ensuring that products ordered are lawful to import into their country.

  1. Delivery Estimates

All delivery dates and times are estimates only unless expressly agreed otherwise in writing. Time shall not be of the essence for delivery except where required by applicable law.

Delays may occur due to courier issues, customs processing, weather events, public holidays, incomplete delivery information, stock shortages, force majeure events, or circumstances outside our reasonable control.

Under section 28 of the Consumer Rights Act 2015, unless otherwise agreed, goods must be delivered without undue delay and no later than 30 days after contract formation.

If we cannot deliver within that legal period, you may have the right to cancel and receive a full refund.

  1. Partial Deliveries

Where reasonably necessary, we may deliver an order in instalments or separate shipments. Any such delivery shall be treated as forming part of the same contract and shall not affect your statutory rights.

This aligns with your Supply Terms, which already mention deliveries in instalments.

  1. Failed Deliveries and Returned Parcels

A delivery may fail where:

  • the delivery address is incomplete or incorrect,
  • the parcel is refused,
  • no recipient is available where signature is required,
  • customs charges are not paid,
  • or the parcel is not collected from a nominated collection point.

Where a parcel is returned to us, we may contact you to arrange redelivery.

Additional delivery charges may apply.

Where permitted by law, return shipping and administrative charges may be deducted from refunds.

  1. Refused Deliveries

If a delivery is refused by the recipient and the goods are returned to us, any refund will be processed in accordance with our Returns and Refund Policy and applicable consumer protection legislation. Reasonable costs incurred by us as a result of the refusal may be deducted from any refund where permitted by law.

  1. Lost, Missing, or Damaged Parcels

If your order is delayed, missing, or arrives damaged, please contact us as soon as possible.

We may require photographs, packaging details, or additional information to investigate.

Courier investigations can take between 7 and 21 working days, depending on the carrier.

A parcel is not considered lost until officially confirmed by the courier.

Where goods are confirmed lost or damaged in transit, we will provide an appropriate remedy, including replacement, repair, or refund, in accordance with applicable consumer law.

  1. Claims Timeframe

Customers should notify us of any missing, damaged, or incorrectly delivered goods as soon as reasonably practicable after becoming aware of the issue.

Nothing in this section limits any statutory rights available under applicable consumer protection legislation.

  1. No Ownership Transfer Until Payment

Under the Consumer Rights Act 2015, risk in the goods passes to the customer only when the goods come into the physical possession of the customer, or a person identified by the customer to receive them.

Legal and beneficial ownership of the Goods remains with us until full payment has been received in cleared funds.

  1. Delivery to Safe Places or Nominated Recipients

Where you request delivery to a safe place, neighbour, concierge, reception desk, parcel locker, or other nominated recipient, delivery shall be deemed completed when the parcel is delivered in accordance with your instructions.

Nothing in this section affects your statutory rights under applicable consumer protection legislation.

  1. Customer Address Accuracy

Customers are responsible for ensuring that all billing and delivery information provided is accurate, complete, and current.

We are not liable for delays, failed deliveries, or additional costs resulting from inaccurate information supplied by the customer.

  1. Customer Responsibility for Delivery Information

You are responsible for ensuring that all delivery instructions, access information, contact details, and recipient details provided to us are accurate and complete at the time of ordering.

We shall not be responsible for delays or failed deliveries resulting from inaccurate or incomplete information provided by you.

This strengthens an area that is often challenged in delivery disputes.

  1. Tracking Information

Where tracking is available, tracking details will be sent by email after dispatch.

Tracking systems are operated by third-party carriers and updates may take up to 48 hours to activate.

We are not responsible for temporary inaccuracies in third-party tracking systems.

  1. Proof of Delivery

Delivery records, courier tracking information, GPS confirmation, photographic delivery evidence, signature records, and carrier delivery scans may be relied upon as evidence that delivery has been completed unless proven otherwise.

  1. Cancellation Rights

Consumers may have cancellation rights under applicable consumer legislation.

Under the Consumer Contracts Regulations 2013, most online purchases allow a 14-day cancellation period beginning the day after delivery, subject to legal exceptions.

Exceptions may include customised goods, sealed goods opened after delivery where unsuitable for return for hygiene reasons, or other legally exempt products.

Please refer to our Returns and Refund Policy for full details.

  1. Consumer Rights

Nothing in this Shipping Policy excludes or limits your rights under

  • the Consumer Rights Act 2015,
  • the Consumer Contracts Regulations 2013,
  • the Electronic Commerce Regulations 2002,
  • the Consumer Protection from Unfair Trading Regulations 2008,
  • or any equivalent mandatory consumer protection law applying in your country of residence.
  1. Governing Law

This Policy shall be governed by and construed in accordance with the laws of England and Wales.

If you are a consumer, you will retain the benefit of any mandatory consumer protection rights applicable in your country of residence where such rights cannot lawfully be excluded.

Nothing in this Policy affects your statutory rights under applicable consumer protection legislation.

  1. Relationship with Other Policies

This Policy should be read together with our Terms and Conditions of Supply, Returns and Refund Policy, Privacy Policy, and any other policies published on our Website.

In the event of any inconsistency between this Policy and the Terms and Conditions of Supply, the Terms and Conditions of Supply shall prevail to the extent permitted by law.

This is a very common clause in professionally drafted policy suites.

  1. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, floods, pandemics, strikes, transport disruption, cyberattacks, customs delays, internet outages, or governmental restrictions.

Where such events occur, we will take reasonable steps to minimise disruption.

Where a Force Majeure Event continues for more than 30 days, either party may cancel affected orders and any payments for undelivered goods will be refunded.

  1. Notices

Any notice relating to shipping, delivery, cancellations, or delivery disputes should be sent using the contact details provided in this Policy.

Notices sent by email shall be deemed received on the next working day following transmission unless a delivery failure notification is received.

  1. Severability

If any provision of this Policy is found to be invalid, unlawful, or unenforceable, that provision shall be deemed modified or severed to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

Not strictly required, but common across legal documents.

  1. Entire Policy

This Policy constitutes the entire Shipping and Delivery Policy relating to the dispatch and delivery of Goods purchased through our Website and should be read together with our Terms and Conditions of Supply and related policies.

  1. Changes to This Policy

We may update this Policy from time to time. Any changes will be posted on this page with an updated “Last Updated” date.

Continued use of the website constitutes acceptance of the updated Policy

  1. Acknowledgement

By placing an order through our Website, creating an account, or purchasing our products, you acknowledge that you have read, understood, and agree to this Shipping Policy.

Contact Us

If you have any questions regarding shipping or delivery, please contact:

Mystic Wellness Distributions Ltd
98 Semley Road, Norbury, London SW16 4PJ United Kingdom

Phone: +44 7871 176758

Email: info@mysticwellnessdistributions.co.uk

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