Shipping policy
Shipping Policy
Please read our shipping policy carefully before placing your order with Surprise Me HQ. By completing a purchase, you confirm that you have read and understood the terms below.
1. Order Processing
All orders are processed and dispatched within 2 to 3 business days of payment being confirmed. As part of our quality control process, every order is video recorded during packing to ensure your bundle leaves us in perfect condition. Orders are not dispatched on weekends or bank holidays.
2. Shipping Destinations
We currently ship to addresses within the United Kingdom. If you require delivery outside of the UK, please contact us at admin@surprisemehq.co.uk prior to placing your order to discuss availability.
3. Shipping Methods & Estimated Delivery Times
We ship all orders via Royal Mail Tracked, suitable for medium to large packages. The following delivery options are available at checkout:
| Service | Estimated Delivery | Details |
|---|---|---|
| Royal Mail Tracked 48 | 2–3 business days | Tracked, signature not required |
| Royal Mail Tracked 24 | Next business day | Tracked, signature not required |
| Royal Mail Tracked 24 with Signature | Next business day | Tracked with proof of delivery signature |
| Royal Mail Special Delivery Guaranteed | Next business day by 1pm | Fully tracked, signature required, guaranteed delivery |
Delivery estimates begin from the date of dispatch, not the date of order. Timeframes are estimates provided by Royal Mail, with the exception of Special Delivery Guaranteed which is a guaranteed service. All services are subject to Royal Mail's terms and conditions.
4. Shipping Costs
Shipping costs are calculated at checkout based on your chosen delivery method and the size and weight of your order. All applicable costs will be clearly displayed before you complete your purchase.
5. Order Tracking
Once your order has been dispatched, you will receive a confirmation email containing your Royal Mail tracking number. You can use this to monitor the progress of your delivery directly via the Royal Mail website at royalmail.com.
6. Failed Deliveries & Incorrect Addresses
It is the responsibility of the customer to ensure that the delivery address provided at checkout is accurate and complete. Surprise Me HQ cannot be held responsible for orders delayed or lost as a result of an incorrect address being provided.
If a delivery attempt is unsuccessful, Royal Mail will leave instructions for redelivery or collection. If an order is returned to us due to a failed delivery, we will contact you to arrange redelivery. Additional postage charges may apply.
7. Lost or Delayed Orders
If your order has not arrived within the expected timeframe, please allow 5 business days beyond the estimated delivery date before reporting a late delivery, as courier delays can occasionally occur.
If your order has still not arrived after this period, please contact us at admin@surprisemehq.co.uk and we will investigate the matter with Royal Mail and work to resolve the issue as promptly as possible.
8. Damaged in Transit
If your order arrives damaged, please refer to our Return & Refund Policy for full details on how to report the issue and your entitlements. We ask that you notify us within 4 days of delivery where courier damage is suspected.
9. Contact Us
For all shipping-related enquiries, please contact our customer care team at admin@surprisemehq.co.uk. We aim to respond to all messages within 24 to 48 hours. If you contact us on a Friday, please allow until the end of day Monday for a reply.
This policy does not affect your statutory rights under UK law.