Shipping Policy

Business Information
Shop Address: 27 Tenby Road, Birmingham, B13 9LX, United Kingdom
Customer Support Email: sundae-bulb3t@icloud.com
1. Shipping Destinations
We ship exclusively to valid United Kingdom addresses, covering the following regions:
  • Mainland UK: England, Scotland, Wales, Northern Ireland
  • Offshore Regions: Isle of Man, Jersey, Guernsey (Channel Islands)
International shipping is not available at this time, due to two key considerations:
  • Electrical Safety Compliance: Our appliances (Mini Juicer, Humidifier, Water Dispenser) are CE-certified for the UK’s 230V electrical system. International shipments may fail to meet local voltage standards or safety regulations, leading to customs rejection or product damage.
  • Logistical Risks: Large items like floor-standing Water Dispensers require specialized packaging to avoid transit damage, and international shipping costs often exceed the product’s value. Fragile components (e.g., Humidifier water tanks, Mini Juicer blades) are also at higher risk of breakage during long-distance transit.
For remote areas (e.g., Scottish Highlands, rural Northern Ireland, Isle of Man), an additional £12 GBP surcharge applies to shipments of Water Dispensers and full-size Humidifiers (3L+). This fee covers extended courier routes and extra protective handling, and is automatically added at checkout when a remote address is entered.
Key Timeline Notes:
  • Standard Shipping (via Royal Mail Tracked 48 or DPD Local):
  • UK Mainland (Major Cities: Birmingham, London, Manchester, Liverpool): 2–3 business days (local Birmingham deliveries often arrive within 1–2 days).
  • UK Remote Areas (Scottish Highlands, rural Northern Ireland): 4–5 business days (extended due to regional transit and limited courier frequency).
  • Isle of Man/Channel Islands: 5–7 business days (requires ferry or air transit, with potential delays for customs clearance).
  • Expedited Shipping (via Royal Mail Tracked 24 or DPD Next Day):
  • Available for small-to-medium items (Mini Juicers, compact Humidifiers, tabletop Water Dispensers) in UK Mainland.
  • Delivery Timeline: 1–2 business days. Orders placed before 10:00 AM GMT qualify for next-day delivery; orders placed after this time ship the next business day.
  • Holiday Delays: Add 2–3 business days during peak periods (Christmas, Black Friday, Easter). For time-sensitive orders (e.g., a Humidifier for a winter cold spell), we recommend placing orders at least 5 business days in advance.
3. Order Processing Time
  • Small Items (Mini Juicers, Compact Humidifiers): Processed within 1 business day of order placement (excludes weekends and UK public holidays: Christmas Day, New Year’s Day, Good Friday, Bank Holidays).
  • Large/Complex Items (Full-Size Humidifiers, Water Dispensers): Require an extra 1 business day for pre-shipment checks:
  • Mini Juicers: Verify motor functionality, ensure blades are securely packaged (to avoid injury), and include assembly tools/user manuals.
  • Humidifiers: Inspect water tanks for leaks, test mist output (on a low setting), and wrap delicate components (e.g., control panels) in bubble wrap.
  • Water Dispensers: Check temperature controls (for hot & cold models), secure drip trays to prevent displacement, and reinforce packaging corners to avoid dents.
  • Urgent Requests: If you need an item quickly (e.g., a Mini Juicer for a health kick, a Humidifier for a sick family member), email sundae-bulb3t@icloud.com with your order number and “Urgent Home Appliance” in the subject line. We will prioritize processing and notify you if expedited shipping is available for your location.
4. Packaging & Delivery Details
Protective Packaging
We use appliance-specific packaging to minimize damage during transit:
  • Mini Juicers: Disassembled components (blades, bowls, lids) are wrapped in bubble wrap and placed in rigid cardboard boxes with foam inserts—motor bases are secured with tape to prevent movement.
  • Humidifiers: Water tanks are shipped empty (to avoid leaks) and wrapped separately; the main unit is padded with foam and placed in a double-walled box. Ultrasonic models include extra padding around the mist nozzle to prevent breakage.
  • Water Dispensers: Tabletop models are wrapped in stretch film and placed in reinforced boxes; floor-standing models include corner protectors and are shipped in wooden crates (for extra durability).
Tracking & Delivery Confirmation
  • Tracking: A unique tracking number is sent to your email within 24 hours of shipping. You can monitor delivery status via the carrier’s website (Royal Mail Track & Trace for standard shipping, DPD Track for expedited orders).
  • Delivery Confirmation: Required for all Water Dispensers and orders over £50 GBP to prevent theft or misdelivery. If no one is available to sign:
  1. The carrier will leave a delivery notice with instructions to reschedule delivery or pick up the package from a local depot (valid for 10 business days).
  1. Most carriers attempt redelivery once (the next business day) before returning the package to our Birmingham warehouse.
5. Delivery Issues & Claims
Lost or Delayed Orders
  1. First, check the tracking link—carriers often mark items as “in transit” even if delayed, or hold packages for address verification (e.g., missing apartment number, incorrect postcode).
  1. If your order exceeds the estimated delivery timeline (e.g., UK Mainland standard shipping takes more than 4 business days), email us with your order number and tracking ID.
  1. We will file a claim with the carrier and resolve the issue within 3 business days:
  • For urgent items (e.g., a Humidifier for a child’s cold), we send a replacement at no cost.
  • For non-urgent items, we offer a full refund or replacement—your choice.
Damaged Items
  1. Inspect the package immediately upon delivery. Note any damage on the carrier’s delivery receipt (if possible) and take clear photos of the packaging and damaged item (e.g., cracked Humidifier tank, bent Water Dispenser lid, broken Mini Juicer blade).
  1. Email us within 24 hours of delivery with:
  • Your order number
  • Photos of the damage (packaging + item)
  • A brief description of the issue (e.g., “Water Dispenser arrived with a dented front panel”)
  1. We will send a replacement item free of charge (no need to return the damaged item—we prioritize getting your appliance to you quickly) or issue a full refund if preferred. For electrical items (e.g., Mini Juicers), we may ask you to test functionality first (with safety precautions) to rule out minor issues.
Incorrect Address
We are not liable for lost or delayed orders due to incorrect, incomplete, or outdated shipping addresses. Double-check your address at checkout—changes can only be made within 24 hours of order placement by emailing our support team. If an order is returned to us due to an incorrect address, you will be responsible for re-shipping costs (ranging from £2.49 to £8.49 GBP, depending on the item).
6. Additional Shipping Restrictions
  • PO Boxes: We ship Mini Juicers and compact Humidifiers to PO boxes, but not full-size Humidifiers or Water Dispensers—these items exceed PO box size limits and require a physical street address for delivery.
  • Bulk Orders: For bulk purchases (e.g., 5+ Mini Juicers for a café, 10+ Humidifiers for an office), contact us in advance. We can arrange discounted shipping via LTL (Less Than Truckload) carriers and customize delivery schedules to fit your needs.
  • Electrical Safety: All appliances are shipped with a UK 3-pin plug—we do not provide adapters for international use (as this violates safety standards). If you need an adapter for travel within the UK (e.g., for Scottish Highlands caravans), email us—we sell compatible UK plug adapters separately.