This Shipping Policy explains how orders are processed, prepared, dispatched, delivered, and managed after a purchase is placed through our website. It applies to orders for children’s clothing purchased from us.
1. Order Processing
After an order is successfully placed, we will begin preparing the purchased items for shipment. Orders are subject to payment confirmation, product availability, order verification, and successful completion of any checks that may reasonably be required before dispatch.
We reserve the right to delay dispatch where additional information is required to verify an order, confirm delivery details, or resolve a payment or stock issue.
2. Order Confirmation
Customers should review all information provided during checkout carefully before completing an order. This includes the customer’s name, delivery address, contact information, selected products, quantities, sizes, and other relevant order details.
Customers are responsible for ensuring that the information submitted with an order is complete and accurate.
3. Delivery Address
Orders will be shipped to the delivery address provided by the customer during checkout.
Customers must provide a complete and accurate delivery address, including any relevant building number, flat number, postcode, or other information necessary for successful delivery.
We are not responsible for delivery problems caused by incomplete, incorrect, or outdated delivery information supplied by the customer.
4. Address Changes
If a customer notices an error in the delivery address after placing an order, they should contact us as soon as possible at support@wrenford.online or +44 7553086832.
We will make reasonable efforts to update the delivery information before dispatch. However, once an order has been processed or handed to the delivery service, we may not be able to change the delivery address.
5. Product Availability Before Dispatch
All orders are subject to product availability.
If an item becomes unavailable after an order has been placed, we may contact the customer using the contact information provided with the order.
Where appropriate, we may cancel the unavailable item or order and arrange any applicable refund in accordance with our relevant policies.
6. Dispatch
An order is considered dispatched once it has been transferred to the delivery service for transportation to the customer.
Where dispatch information is available, customers may receive notification confirming that their order has been sent.
Dispatch does not mean that the order has already been delivered. Actual delivery depends on the delivery service, destination, local conditions, and other circumstances outside our direct control.
7. Delivery Time
Delivery times may vary depending on the destination, delivery service, order volume, product availability, weather conditions, transport conditions, public holidays, and other circumstances.
Any delivery estimate communicated to a customer should be treated as an estimate rather than an absolute guarantee unless expressly stated otherwise.
We will make reasonable efforts to ensure that orders are prepared and dispatched appropriately.
8. Delivery Delays
Occasionally, deliveries may be delayed due to circumstances outside our reasonable control.
Possible causes of delay may include severe weather, transport disruption, operational delays, high seasonal demand, public holidays, delivery network disruption, incorrect address information, unsuccessful delivery attempts, or other unexpected events.
Where we become aware of a significant issue affecting an order, we may contact the customer using the information provided with the purchase.
9. Delivery Attempts
The delivery service may attempt to deliver an order to the address supplied by the customer.
If nobody is available to accept the delivery, the delivery service may follow its normal procedures, which may include arranging another delivery attempt, leaving instructions, or making the parcel available for collection.
Customers should follow any instructions provided in relation to an unsuccessful delivery attempt.
10. Failed Delivery
If an order cannot be delivered because the delivery address was incorrect, incomplete, inaccessible, or because the parcel was not collected following a delivery attempt, the order may be returned.
Customers should contact us if they believe their order has been returned due to a delivery problem.
Any further action will depend on the circumstances of the order and the condition and status of the returned parcel.
11. Split Shipments
Where an order contains multiple items, we may send the products in more than one shipment where reasonably necessary.
This may occur because products are prepared separately, become available at different times, or require different shipping arrangements.
Customers should not assume that an order is incomplete merely because some items arrive separately.
12. Damaged Parcels
Customers are encouraged to inspect the parcel and products after delivery.
If a parcel appears damaged or the products inside have been damaged during transportation, the customer should contact us as soon as reasonably possible and provide sufficient information for us to review the issue.
We may request photographs of the parcel, packaging, shipping label, and affected products where reasonably necessary to assess the situation.
13. Missing Items
If a delivered parcel does not contain all items listed in the order, customers should first check whether the order may have been divided into separate shipments.
If an item is still believed to be missing, the customer should contact us with the relevant order information so that we can investigate.
14. Incorrect Items
If a customer receives a product that does not match the item ordered, they should contact us promptly.
Customers should provide sufficient order details and, where reasonably requested, photographs showing the item received.
We will review the information provided and determine the appropriate next steps in accordance with our applicable policies and legal obligations.
15. Responsibility After Delivery
Customers are responsible for taking reasonable care of delivered parcels and products after successful delivery.
Once an order has been delivered to the address provided by the customer, any subsequent loss or damage may depend on the individual circumstances surrounding the delivery.
Customers should contact us promptly if they believe an order has been marked as delivered but cannot be located.
16. Orders Marked as Delivered but Not Received
If tracking or delivery information indicates that a parcel has been delivered but the customer cannot locate it, the customer should check the delivery location carefully and confirm whether the parcel may have been accepted by another person at the delivery address.
Customers should then contact us if the parcel remains missing.
We may request additional information to assist with an investigation and may need to review delivery information before determining the appropriate resolution.
17. Customer Responsibility
Customers are responsible for:
Providing accurate delivery information.
Providing a delivery address where parcels can reasonably be received.
Checking order details before completing checkout.
Monitoring any delivery information provided.
Responding promptly where additional order or delivery information is required.
Following delivery instructions where applicable.
Contacting us within a reasonable period if an order appears to be delayed, missing, damaged, incomplete, or incorrect.
18. Circumstances Outside Our Control
We will not be responsible for delays or failures caused by events outside our reasonable control where permitted by applicable law.
Such events may include severe weather, natural disasters, transport disruption, industrial action, public emergencies, delivery network failures, governmental measures, widespread technical failures, or similar circumstances.
Where possible, we will take reasonable steps to reduce the effect of such events on customer orders.
19. Customer Rights
Nothing in this Shipping Policy is intended to exclude or restrict any rights that customers may have under applicable UK consumer protection law.
Where a provision of this policy conflicts with a mandatory legal right, the applicable legal requirement will take priority.
20. Contact Information
Customers may contact us regarding order processing, dispatch, delivery, missing parcels, damaged shipments, incorrect items, or other shipping-related matters using the following information:
Company: Wrenford
Address: 51 TENBY ROAD, BIRMINGHAM, B13 8LX
Email: support@wrenford.online
Telephone: +44 7553086832