Shipping policy

Shipping Policy

We work with trusted fulfilment partners to ensure your order reaches you safely and efficiently.

Dispatch Times

Orders are typically dispatched within 5 working days.

Where possible, we may ship sooner. During busy periods, dispatch may take the full processing time.

Shipping Partners

We fulfil orders through our partners:

  • Spiral Galaxy (UK & Europe)
  • MOCO (USA, Canada & Rest of World)

They select the most reliable and cost-effective courier for your region.

Delivery Times

Delivery times vary depending on destination and courier.

We always advise allowing for the longest estimated delivery window, particularly for international orders, as customs and local handling can introduce delays outside of our control.

Duties & Taxes

  • Orders shipped to the UK, EU, USA, and Canada are delivered with duties and taxes covered
  • All other destinations are shipped on a DAP (Delivered At Place) basis

This means:

  • Any import duties, taxes, or handling fees are the responsibility of the customer
  • These charges are set by your local authorities and are outside of our control

Restricted Destinations

We do not currently ship to:
Russia, Belarus, Ukraine, Brazil, Kazakhstan, Argentina

Additionally, some regions may experience unreliable delivery services or extended delays. Orders placed to such locations are made at the customer’s risk.

Unreliable Delivery Regions

For certain countries where postal reliability is known to be inconsistent, delays, customs issues, or loss in transit may occur.

In such cases:

  • We cannot guarantee successful delivery
  • Lost or undelivered parcels may not be eligible for replacement or refund

We strongly recommend ensuring that your shipping address is secure and suitable for receiving international deliveries.

Tracking & Responsibility

Once your order has been dispatched, you will receive tracking details.

Responsibility for the shipment transfers to the courier once the parcel has been handed over. We will assist where possible, but delays or issues caused by the courier or local customs are outside of our direct control.

Incorrect Addresses

Customers are responsible for providing accurate shipping details.

  • If an order is returned due to an incorrect or incomplete address, reshipping costs will be the responsibility of the customer
  • If a parcel is lost due to an incorrect address, a replacement will require a new order to be placed

Lost Parcels

If your parcel is significantly delayed, we recommend contacting the courier first using your tracking details.

If further assistance is needed, you may contact us and we will review the case with our fulfilment partners.

Contact

For shipping enquiries, please contact:
info@noctilux.co.uk