Shipping & Delivery Policy

Last updated: 12 September 2026

This Shipping & Delivery Policy explains how ownae processes and delivers orders, including delivery destinations, charges, estimated delivery times, tracking and how we handle delayed, lost, damaged or undeliverable parcels.

This policy applies to orders delivered to eligible addresses within the United Kingdom. Available delivery methods, charges and estimated delivery times will be displayed at checkout before you place your order.

This policy should be read together with our Terms & Conditions, Returns & Refunds Policy, Payment Policy and Privacy Policy.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.

1. Delivery destinations

We currently deliver to eligible addresses in England, Scotland, Wales and Northern Ireland, subject to carrier availability and any restrictions displayed at checkout.

Certain remote locations, offshore destinations, restricted areas, military addresses and PO boxes may not be supported by every delivery service. Available delivery methods will be displayed after you enter your address at checkout.

If we cannot deliver to your address, we will notify you as soon as reasonably possible. Any payment collected for products we cannot deliver will be refunded to the original payment method.

2. Delivery charges and free delivery

Delivery charges are calculated according to the products ordered, destination and selected delivery method. The applicable charge will be displayed before you complete your purchase.

Free delivery may be available for eligible orders under promotions or conditions displayed on our website and at checkout.

• Any minimum order value or other condition for free delivery will be displayed before purchase.
• If an order does not qualify for free delivery, the applicable charge will be displayed at checkout.
• No undisclosed delivery charge will be added after you complete your order.
• Promotional delivery offers may be subject to product, destination, order-value or time restrictions.

The total amount payable, including applicable delivery charges and taxes collected by us, will be displayed before you submit your order.

3. Order processing

Orders are normally processed, packed and prepared for dispatch within 1–3 business days after payment has been successfully authorised.

Business days are Monday to Friday, excluding applicable UK public holidays. Orders placed during weekends or public holidays will normally begin processing on the next business day.

Processing may take longer during promotions, seasonal periods, stock checks, payment verification or unusually high order volumes. If a significant delay occurs, we will make reasonable efforts to notify you.

Processing time is separate from delivery time. The delivery period begins after your order has been dispatched.

4. Estimated delivery times

After dispatch, delivery to eligible UK addresses is normally estimated to take 2–5 business days, unless a different estimate is displayed at checkout.

The estimated total time from placing an order to delivery is normally:

• Order processing: 1–3 business days.
• Delivery after dispatch: 2–5 business days.

These timeframes are estimates and may vary depending on your address, dispatch location, carrier capacity, customs procedures, product availability, seasonal demand and circumstances outside our reasonable control.

Unless a different period has been agreed, we will deliver your order without undue delay and normally no later than 30 days after the contract is formed, as required by applicable UK consumer law.

5. Delivery delays

Unless we expressly agree to a guaranteed delivery date, delivery dates and timeframes are estimates.

Delivery may be delayed by circumstances including:

• Carrier congestion, disruption or operational problems.
• Severe weather, natural events or transport disruption.
• UK public holidays, weekends or peak shopping periods.
• Customs inspections or clearance procedures.
• Incorrect or incomplete delivery information.
• Payment verification or security checks.
• Failed delivery attempts.
• Events outside our reasonable control.

We will take reasonable steps to minimise the effect of a delay and keep you informed where appropriate.

If we fail to deliver within an agreed essential deadline, or within a reasonable additional deadline provided by you, you may have the right to cancel the affected order and receive a refund under applicable UK consumer law.

6. Order confirmation

After placing an order, you should receive an order confirmation using the email address provided at checkout.

The order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.

Orders remain subject to payment authorisation, product availability, address verification, fraud-prevention checks and acceptance.

Please review your confirmation carefully and contact us promptly if any product or delivery information is incorrect.

7. Dispatch confirmation and tracking

Once your order has been dispatched, we will normally send a dispatch confirmation by email or SMS using the contact details supplied at checkout.

The dispatch confirmation may include:

• The carrier's name.
• A tracking number.
• A tracking link.
• The latest available delivery estimate.

Tracking information may take up to 48 hours after dispatch to become active in the carrier's system. Temporary gaps between tracking updates do not necessarily mean that a parcel has stopped moving.

If your tracking information has not updated for an unusual period, contact us at support@ownae.shop.

8. Delivery information

You are responsible for supplying complete and accurate delivery information when placing an order.

Please ensure that your delivery information includes:

• The recipient's full name.
• The house or building number and street name.
• The flat, apartment, unit or suite number, where applicable.
• The town or city and county, where applicable.
• The correct postcode.
• A valid email address and telephone number.

We are not responsible for delays caused solely by inaccurate or incomplete information supplied by you, except where applicable law provides otherwise.

9. Changing a delivery address

If you need to change your delivery address, contact us immediately:

Email: support@ownae.shop
Telephone: +44 7630555753

We will make reasonable efforts to update the address if the order has not entered processing or been dispatched. However, we cannot guarantee an address change after an order has been placed.

Once an order has been dispatched, we may be unable to change or redirect it.

10. Delivery attempts and undeliverable parcels

Depending on the delivery service and your instructions, the carrier may:

• Make one or more delivery attempts.
• Deliver the parcel to an authorised person.
• Leave it in a safe place selected or approved by you.
• Leave it with a neighbour where permitted.
• Provide instructions for redelivery or collection.

A parcel may be returned to the sender if:

• The delivery address is incorrect or incomplete.
• The recipient cannot be contacted.
• The parcel is not collected before the carrier's deadline.
• Access to the delivery location is unavailable.
• The recipient refuses delivery.
• The carrier has exhausted its permitted delivery attempts.

If an order is returned to the sender, contact us. After receiving and checking the parcel, we will explain whether redelivery or a refund is available.

Where permitted by law, reasonable return or redelivery costs caused by an incorrect customer-provided address, refusal of delivery or failure to collect the parcel may be charged to you or deducted from an applicable refund.

If the delivery failure resulted from our error, we will not charge you reasonable redelivery costs.

11. Safe-place and nominated-person delivery

If you instruct or authorise the carrier to leave a parcel in a particular safe place or with a nominated person, delivery to that location or person may be treated as delivery to you, where permitted by law.

This does not apply where the carrier leaves a parcel in a location that you did not authorise and delivery has not otherwise been validly completed.

12. When responsibility passes to you

For consumer orders, responsibility for the products normally passes to you when they are delivered into your physical possession or the possession of a person identified by you to receive them.

If you independently arrange a carrier that was not offered by us, responsibility may pass to you when the products are delivered to that carrier, as permitted by applicable law.

13. Parcels marked as delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. Confirm that the delivery address on the order is correct.
2. Check around the delivery location and any authorised safe place.
3. Ask household members, neighbours, reception or building staff.
4. Review the carrier's tracking page and delivery photograph.
5. Contact the carrier for further delivery information.
6. Contact our Customer Support team if the parcel remains missing.

We remain responsible for handling your delivery claim and will not require you to resolve the matter solely with the carrier.

A carrier's delivery scan alone does not remove any responsibility we have under applicable consumer law.

14. Lost or significantly delayed parcels

If tracking has not updated for an unusual period or the estimated delivery period has passed, contact us with your order number and tracking number.

We may ask the carrier to investigate the shipment. We will remain responsible for handling your claim.

If a parcel is confirmed as lost before valid delivery, or is not delivered within a legally required period, we will provide an appropriate remedy, such as a replacement or refund, subject to product availability and your statutory rights.

15. Damaged parcels, incorrect products or missing items

Please inspect your parcel and its contents as soon as reasonably possible after delivery.

If the parcel is damaged, an item is missing or you receive an incorrect product, contact us promptly.

Reporting an issue within 48 hours can help us investigate it with the carrier, but this is not a condition of your statutory rights.

Please provide, where reasonably possible:

• Your order number.
• A clear description of the issue.
• Photographs of the outer packaging and delivery label.
• Photographs or video of the damaged or incorrect product.
• Photographs of all products received if something is missing.

Please retain the products, packaging, delivery label and packing materials while we investigate the issue.

Photographs can help us assess a claim, but we will not impose unreasonable evidence requirements or make your statutory rights conditional on providing photographs.

16. Returns and refunds

Returns and refunds are handled in accordance with our Returns & Refunds Policy and applicable UK consumer law.

• UK consumers normally have 14 days after receiving eligible goods to tell us that they wish to cancel.
• After notifying us of cancellation, the goods must normally be returned within a further 14 days.
• ownae will cover reasonable return costs for faulty, damaged, incorrect, incomplete or misdescribed products where required by law.
• For eligible change-of-mind returns, you are normally responsible for the direct return cost if this was disclosed before purchase.
• Standard outbound delivery charges will be refunded where required by applicable law.
• Charges above the cost of our least expensive standard delivery option are not normally refundable.

Before returning a product, contact Customer Support for return authorisation and instructions.

Unless we provide a different authorised return destination, returns should be addressed to:

ownae Returns
11 Master's Cres
Prudhoe NE42 6NT
United Kingdom

The return address is located in the United Kingdom. Customers making a change-of-mind return may therefore incur domestic postage costs. Contact us before sending a return so that we can confirm the appropriate method and destination.

17. Customs, duties and import charges

Products are normally dispatched from within the United Kingdom. If an order is dispatched from outside the United Kingdom, customs procedures may apply.

Any mandatory customs duty, import tax or handling charge that you must pay will be disclosed before purchase where required by applicable law.

We will not add an undisclosed mandatory charge after you complete checkout. Any price displayed as including duties or taxes will be treated accordingly.

Customs delays do not remove any delivery or cancellation rights available to you under applicable UK consumer law.

18. Events outside our reasonable control

We are not responsible for a delay or failure caused by an event outside our reasonable control, provided that we take reasonable steps to minimise its effect.

If such an event significantly delays delivery, we will contact you where reasonably possible.

You may have the right to cancel the affected order and receive a refund for products not delivered.

19. Customer service

Our Customer Support team normally responds to delivery and tracking enquiries within 1–3 business days.

Customer Support operates Monday to Friday, excluding applicable public holidays. Messages received during weekends or public holidays will normally be reviewed on the next business day.

20. Contact us

If you have a question about shipping or delivery, contact us using the following details:

Store name: ownae
Email: support@ownae.shop
Telephone: +44 7630555753
Business address: 11 Master's Cres, Prudhoe NE42 6NT, United Kingdom

Please include your order number and tracking number, where available, so that we can assist you efficiently.

21. Changes to this policy

We may update this policy to reflect legal, operational or delivery-service changes.

The version in effect when you placed your order will normally apply to that order unless a change is required by law or is more favourable to you.