Shipping policy

Last updated: July 21, 2026

We want delivery to feel clear from checkout to doorstep. This policy explains how orders are processed, the delivery estimates we provide, how tracking works, and what to do if a parcel is delayed, damaged or missing.

Delivery at a Glance

Order processing:
Usually 1–3 business days

United Kingdom:
5–10 business days after dispatch

Europe:
7–15 business days after dispatch

International:
10–20 business days after dispatch

Standard tracked UK delivery:
Free

Delivery estimates are not guarantees. Weekends, public holidays, customs checks, courier disruption and other circumstances outside our reasonable control may affect delivery.

Order Processing

Orders are usually processed within 1–3 business days after payment has been confirmed.

Orders placed during weekends, public holidays, promotional periods or periods of unusually high demand may take longer to process.

Once your order has been dispatched, we will send a shipping confirmation email with tracking information where tracking is available.

A business day means Monday to Friday, excluding UK public holidays.

Delivery Estimates

The delivery estimates above begin when your order is dispatched and do not include the 1–3 business-day processing period.

The estimate shown at checkout and in your order confirmation is the most relevant estimate for your order.

Unless a different delivery period has been clearly agreed with you, we aim to deliver your order within 30 calendar days of accepting it.

Delivery may take longer because of:

  • customs or border checks;
  • courier disruption;
  • public holidays;
  • severe weather;
  • local delivery restrictions;
  • an incomplete or incorrect address; or
  • other circumstances outside our reasonable control.

We will not describe an estimated delivery date as guaranteed unless we have expressly confirmed that it is guaranteed.

Delivery Areas and Costs

Standard tracked delivery within the United Kingdom is free.

Any available express, European or international delivery options and their costs will be shown at checkout before you place your order.

We may change delivery options or run shipping promotions from time to time. The price and delivery option displayed at checkout will apply to your order.

Tracking Your Order

Where tracking is available, your dispatch email will include a tracking link or tracking number.

Please allow up to 48 hours after dispatch for tracking events to appear. A delay in the first tracking update does not necessarily mean that the parcel has not entered the courier network.

If tracking has not updated for several business days or the estimated delivery window has passed, contact hello@fossbrand.com with your order number.

Address Details and Changes

Please check your delivery name, address and postcode carefully before placing your order.

If you notice an error, contact hello@fossbrand.com as soon as possible. We will make reasonable efforts to update the address before dispatch, but we cannot guarantee a change once an order has entered processing or has been handed to the courier.

Where a parcel is delayed, rerouted, returned or requires reshipping because the address supplied at checkout was incomplete or incorrect, we may ask you to pay reasonable additional delivery costs.

This does not affect your rights where the address error was caused by FOSS or the courier.

Missed, Refused or Uncollected Deliveries

The courier may leave instructions, make another attempt, deliver to an approved safe place or collection point, or return the parcel to the sender.

Please follow the courier’s instructions within the stated collection or redelivery period.

If a parcel is returned because delivery was refused, repeatedly missed or not collected, we will contact you about the available options. We may charge reasonable reshipping or return costs where the failed delivery was not caused by FOSS or the courier.

Customs, Import Duties and Taxes

Orders delivered outside the United Kingdom may be subject to import VAT, customs duties, handling fees or other local charges.

Unless these amounts are collected at checkout or we clearly state otherwise, they are the customer’s responsibility and may need to be paid before delivery.

Customs rules and charges vary by destination. Please check the requirements in your country before ordering.

FOSS is not responsible for delays caused by customs or border procedures, but we will provide available shipment information if you need help locating the parcel.

Late Delivery

If your order has not arrived within the estimated delivery window, contact hello@fossbrand.com with your order number so that we can investigate.

If delivery does not take place within the agreed period, you may ask us to deliver within an additional period that is appropriate in the circumstances.

If we do not deliver within that additional period, or where delivery by an agreed date was essential and that was made clear before the order was placed, you may have the right to cancel the affected order and receive a refund.

Nothing in this policy limits your statutory consumer rights.

Lost Parcels

Your order remains our responsibility until it is delivered into your physical possession or to a person you identified to receive it.

The exception is where you independently arrange a carrier that was not offered by FOSS; in that case, responsibility may pass when the parcel is handed to that carrier.

If tracking suggests that a parcel is lost, or it has not arrived after a reasonable investigation period, contact us. We will work with the courier and provide an appropriate resolution, which may include a replacement or refund.

A courier marking a parcel as delivered does not automatically end an investigation where you reasonably report that it was not received.

Damaged Parcels

If your order arrives damaged, contact hello@fossbrand.com as soon as reasonably possible.

Please include:

  • your order number;
  • a description of the damage;
  • clear photographs or a short video of the product;
  • photographs of the outer and inner packaging; and
  • the shipping label, where available.

Please keep the product and packaging until we confirm the next steps. We may need the information to investigate with the courier or fulfilment partner.

Where an item is damaged, faulty, incorrect or not as described, we will provide an appropriate remedy in line with your statutory rights and our Return & Refund Policy.

Separate Shipments

Where an order contains more than one item, the products may occasionally be dispatched separately.

If this happens, you may receive more than one tracking link and the parcels may arrive at different times. You will not be charged additional delivery fees because we chose to split the shipment.

Contact

For questions about processing, delivery or tracking, contact:

Email:
hello@fossbrand.com

Suggested subject line:
Delivery Support – Order #[your order number]

Please include your order number and delivery postcode so that we can investigate quickly.