Shipping & Returns Policy

Order Processing

Orders are normally processed within 1–3 business days, excluding weekends and UK bank holidays.

Once your order has been processed and dispatched, you will receive a confirmation email containing your tracking information. Tracking can occasionally take a few business days to begin updating.

During particularly busy periods, processing may take slightly longer. We appreciate your patience while your order is prepared.

UK Delivery

Our estimated UK delivery time is 5–12 business days after dispatch.

Including processing time, most customers should receive their order within approximately 6–15 business days of placing it.

Delivery times are estimates rather than guaranteed dates. Occasional delays may occur because of courier disruption, adverse weather, public holidays, customs processing or circumstances outside our reasonable control.

Shipping Charges

Any applicable shipping charges will be clearly displayed at checkout before payment is completed.

Promotional shipping offers may be subject to minimum order values or other conditions displayed at the time of purchase.

Tracking Your Order

When your order has been dispatched, you will receive a tracking link by email. Please allow a few business days for tracking information to become active.

Some orders containing multiple products may arrive in separate packages. Where this happens, you may receive more than one tracking number.

Incorrect Shipping Addresses

Customers are responsible for checking that their delivery address is complete and correct before submitting an order.

If you notice an error, please contact us immediately at [SUPPORT EMAIL]. We will try to update the address where possible, but we cannot guarantee changes once an order has entered processing or been dispatched.

If an order is returned because an incorrect or incomplete address was supplied, the customer may be required to pay the cost of redelivery.

Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, please check the tracking information before contacting us.

You should also check:

• Any safe place selected for delivery

• With other members of your household

• With your neighbours

• With your local delivery office

If you still cannot locate your parcel, contact us at [SUPPORT EMAIL] with your order number so we can investigate with the courier.

We remain responsible for ensuring that your order is delivered to the address provided at checkout.

Orders Marked as Delivered

If your tracking shows that your order has been delivered but you cannot find it, please contact us promptly. We may need to open an investigation with the courier before providing a replacement or other resolution.

Courier investigations can take several business days to complete.

Damaged, Faulty or Incorrect Products

Please inspect your order when it arrives.

If your product is damaged, faulty or incorrect, contact us at [SUPPORT EMAIL] as soon as possible. Please include:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging

Where an item is confirmed to be damaged, faulty or incorrectly supplied, we will arrange an appropriate replacement or refund and cover any reasonable return-postage costs.

This does not affect your statutory consumer rights.

Changing Your Mind

You may notify us that you wish to cancel and return an eligible order within 14 days of receiving it. After notifying us, you must return the product within a further 14 days.

Products must be unused, unopened and returned in a resaleable condition with their original packaging.

For health and hygiene reasons, personal-care products cannot be returned after they have been opened, used or had a hygiene seal removed, unless they are faulty.

Please contact [SUPPORT EMAIL] before returning anything. Returns sent without contacting us first may be delayed or rejected where the product is not eligible for return.

Return Shipping Costs

We do not offer free returns for unwanted or change-of-mind purchases.

Customers are responsible for arranging and paying for return postage. We do not provide prepaid return labels for change-of-mind returns.

We strongly recommend using a tracked postal service and keeping proof of postage. We cannot process a return until the product has been received or satisfactory evidence of return has been provided.

Where a product is faulty, damaged or incorrectly supplied, we will reimburse reasonable return-postage costs or provide an alternative return method.

Refunds

Once an eligible return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the funds.

For a complete order cancelled under your statutory cancellation rights, we will refund the cost of standard outbound delivery where applicable. Additional amounts paid for express or upgraded delivery are not refundable beyond the equivalent standard delivery cost.

We may make a reasonable deduction where returned products show handling, use or damage beyond what would normally be permitted when inspecting a product.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible at info@regrowroots.com.

We will attempt to cancel orders that have not entered processing. Once an order has been processed or dispatched, it cannot normally be cancelled and must instead be returned in accordance with this policy.

Contact Us

For questions about shipping, tracking or returns, please contact:

Email: info@regrowroots.com
Business name: Regrow Roots