Shipment & Delivery
Shipping & Delivery
2. Our delivery process
3. Delivery timescales
4. Damaged, incomplete & undelivered orders
5-My parcel has not arrived, what do I do?
1.Shipping Costs: We offer free shipping worldwide.
2. Our delivery process:
We‘ll send you an email when your order is dispatched including a tracking number. We can't deliver to PO Boxes or packstation addresses. Delivery to hotel addresses, PO Boxes or packstation addresses will be at your own risk, so please be sure to state your room number and dates of stay. We cannot be held responsible for parcels that have been signed for by hotel staff that subsequently get lost. Please note that delivery times quoted are for your guidance only and are not guaranteed. As we're sure you know, nothing is 100% certain (especially when it involves the roads), and very occasionally, the next day service isn't. Generally however, there are no problems and your order will arrive as planned.
Please be aware that courier notes containing extra information for delivery are at the discretion of the delivery driver to comply with. We employ a signed for service in which the courier is expected to obtain a signature upon delivery. If a delivery note expressing alternate delivery instructions is complied with and this results in a lost parcel, any claim for compensation would be invalidated.
If everything in your order is in stock, we'll aim to send it out within a day or so. If something is out of stock, we'll ship what we have and cancel the rest. You will be notified via email should this be the case.
3. Delivery timescales
Arrival of your Cargo will take up between 1-30 days depending on your country and location.
4. Damaged, incomplete & undelivered orders:
4.1- My order was damaged in transit, what do I do?
We do our best to pack each order thoroughly and carefully, but on occasion, parcels do arrive damaged. In these instances, please sign for the parcel as DAMAGED and take clear photos of the parcel before you open it to inspect the contents. If you then find that the contents have been damaged or are missing, please call us within 5 working days so we can raise a claim with the couriers. We will require photographs in order to progress your claim. Although we may still be able to raise a claim after this time, it may be rejected by the courier company. If you sign for a damaged parcel without indicating that it is damaged, you are accepting delivery and we will not be liable for any goods that have been damaged or went missing during transit.
4.2-I have an item(s) missing from my delivery, what do I do?
Firstly, ensure that your parcel was not damaged upon receipt. If it was, please follow the steps outlined above.
Our warehouse team will often wrap your items within blankets and in-between bolsters to ensure they are protected during transit, so please ensure that you open each and every parcel and remove everything from their boxes. If you discover that an item(s) is missing, email us ASAP to let us know by email or contact form. Our aim will be to get you your missing item(s) immediately. The only reason we would not be able to resend a missing item from your order is if the item(s) is out of stock.
Unfortunately, sometimes our inventory isn't what we thought it was.
We work very hard with our warehouse team to ensure our stock is correct. However, sometimes things go wrong and what we think we have in stock is not what we have on the shelf. If our inventory is incorrect when picking your order, we will normally ship out the items that we do have in stock and cancel the unavailable item(s). In these instances, you will be notified via email the following day and refunded in full for the missing item(s). We will also get back in touch when the item is in stock again, should you wish to place a new order. We apologise in advance if this happens with your order.
4.3-I've been waiting for my order and it hasn't arrived, what do I do?
We do our best to dispatch items in a timely fashion. From time to time, a delivery is delayed due to unforeseen reasons such as a delivery lorry breaking down or adverse weather. If you have a tracking number for your order, please go online to check for any updates direct from our couriers. You can find this in your dispatch email confirmation.
On the rare occasion some parcels go missing, usually the goods have just been misplaced by the courier or misrouted and will turn up within a couple of days. For all courier deliveries, an investigation will take 5 working days. If you have not received your order after you have received your dispatch confirmation email, please get in touch with us so we can raise this investigation. We need to allow the couriers’ time to deliver your order.
5-My parcel has not arrived, what do I do?
Occasionally orders are returned to us as undeliverable. An order could be returned for one of the following reasons.
If the address is incorrect, outdated or is rejected because it is a PO Box or packstation, the parcel will typically be returned to us by the carrier or the unintended recipient. We are unable to make address changes for parcels after they have left us. Please double-check the address carefully when placing your order. Should your parcel be returned to us, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
5.2-Failed delivery attempts
Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel, it may be returned to us or left at a local depot for you to arrange collection. If not collected, the parcel will be returned to us. Should this happen, your order will be refunded less any shipping costs and an email sent to notify you. You will need to place a new order online.
5.3-Refused by recipient
When ordering a gift to be sent directly to the recipient, please be sure that they are aware. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake.
5.4-Unpaid customs charges
International deliveries may be subject to customs clearance. These charges can include import duty, handling fees, local taxes, VAT and other costs. Yoga Products Top is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to us. Please make sure that you understand what process and costs may apply for delivery to your country. Should this happen, your original shipping charges will be forfeited as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited.
In rare cases, address labels may become illegible in transit. If this happens, a carrier will return the parcel to us. In these instances, we will reship free of charge.
5.6-Damaged in transit
If a parcel is badly damaged while it's on its way to you, the carrier may return it without attempting delivery. In these instances, we will repack and reship free of charge.
Deliveries may be subject to customs clearance. These charges can include import duty, handling fees, local taxes, VAT and other costs. Yoga Products Top is not responsible for these costs or for any delays caused by Customs or other government authorities. Failure to pay these charges will mean that your parcel will be returned to us. Should this happen, your original shipping charges will be forfeited, as well as any other associated return costs. If the cost of return is greater than the value of the order, then the whole cost of the order will be forfeited. Please make sure that you understand what process and costs may apply for delivery to your country.
Unless otherwise stated, all customs duties and VAT are the responsibility of the customer.