This Shipping Policy applies to all orders placed through www.asenza.co.uk and fulfilled by ASENZA Ltd. By placing an order, you agree to the terms outlined below.
1. Order Processing Times
We aim to dispatch all orders within 1–2 business days. During peak periods (including launch week, sales, or restocks), dispatch times may extend slightly, but we will always work to ship your order as quickly as possible.
Orders placed on weekends or bank holidays will be processed the next working day.
2. Shipping Methods & Rates
United Kingdom
- Standard Delivery (Royal Mail / Evri / DPD): £3.49–£4.99
- Free Shipping on orders over £50
Shipping rates are calculated at checkout based on weight, order size, and courier availability.
We currently ship only within the UK. International shipping may be offered in the future.
3. Delivery Estimates
Typical UK delivery times:
- Standard Delivery: 2–5 working days after dispatch
Delivery times are estimates provided by the courier and are not guaranteed. Delays may occur due to seasonal volume, courier disruptions, adverse weather or factors outside our control.
4. Order Tracking
Most orders include tracking. Tracking information will be emailed to you once your order has been dispatched.
Some low-value or lightweight shipments may be sent via standard post (no tracking). This will be indicated at checkout where applicable.
5. Incorrect or Incomplete Addresses
Please ensure that your shipping address is accurate and complete at the time of checkout. ASENZA Ltd cannot be held responsible for orders delivered to incorrect addresses provided by the customer.
If an order is returned to us due to an incorrect address or failed delivery attempt, we can resend it once additional postage is paid.
6. Delivery Issues & Lost Parcels
If your order has not arrived within the estimated timeframe:
- Please check the tracking link (if provided)
- Check with neighbours or a safe place
- Contact the courier directly (if tracking indicates an issue)
If the parcel appears lost and the courier confirms non-delivery, we will either:
- Resend the order at no cost, or
- Issue a refund
This process may require a short investigation period with the courier.
7. Damaged or Missing Items
If any items arrive damaged or missing, please contact us within 48 hours of delivery at hello@asenza.co.uk with:
- Your order number
- Photos of the packaging and damaged items
We will resolve the issue quickly via replacement or refund.
8. Pre-Orders & Launch Products
For high-demand launch products or pre-orders, estimated dispatch dates will be clearly stated on the product page. Ordering a pre-order item means you accept the provided dispatch window.
If your order contains both in-stock and pre-order items, we may ship them together once all items are available.
9. Future Fulfilment (3PL)
As ASENZA grows, we may move to a fulfilment partner (3PL). If this occurs, dispatch times and courier options may expand or improve. Any such changes will be reflected in this policy.
10. Contact Us
If you have any questions regarding shipping or delivery, please contact:
ASENZA Ltd
Email: hello@asenza.co.uk