Shipping policy

This Shipping & Delivery Policy explains how Vitaluxe Labs processes and delivers orders placed through our website.

1. Order Processing & Dispatch
Orders are processed during our normal business operating days. We aim to dispatch orders within 1–2 working days after payment has been successfully received and the order has passed our standard order-processing checks.

Orders placed on weekends or UK public holidays will normally begin processing on the next working day. In certain circumstances, dispatch may take longer due to stock availability, order verification, exceptionally high order volumes or circumstances outside our reasonable control. Where a significant delay is expected, we will endeavour to contact the customer using the contact details provided with the order.

2. UK Delivery
We currently offer delivery within the United Kingdom. Standard UK delivery is normally expected to arrive within approximately 2–4 working days after dispatch.

Delivery times are estimates rather than guaranteed delivery dates. Once an order has been dispatched, delivery times may be affected by the carrier or circumstances outside our control. The applicable delivery options and charges will be displayed at checkout before the customer completes their purchase.

3. International Delivery
International delivery may be available to selected countries. Customers are responsible for ensuring that the purchase, importation, possession and use of any product is lawful in the destination country.

International customers are responsible for any applicable customs duties, import taxes, fees or other charges imposed by the destination country unless otherwise stated at checkout. Vitaluxe Labs cannot guarantee that an order will clear customs or be permitted entry into a particular country. We reserve the right not to ship to certain countries or locations where we consider delivery to be unsuitable, restricted or unlawful.

4. Tracking
Where a tracked delivery service is selected or provided, customers will receive tracking information once their order has been dispatched. Customers should use the tracking information provided to monitor the progress of their delivery. Tracking information may take some time to become active after an order has been handed to the delivery carrier.

5. Delivery Delays
Although we aim to meet the estimated delivery times stated on our website, delays can occasionally occur. Delays may result from circumstances including:
- Courier or postal service disruption;
- Severe weather;
- Customs processing;
- Industrial action;
- Transport disruption;
- Incorrect or incomplete delivery information;
- High demand or seasonal delays;
- Government restrictions; or
- Other circumstances outside our reasonable control.

We cannot be held responsible for delays caused by circumstances outside our reasonable control.

6. Incorrect Delivery Information
Customers are responsible for providing accurate and complete delivery information when placing an order. This includes the correct name, delivery address, postcode, contact telephone number (where requested), and email address.

If an order is returned to us because an incorrect or incomplete address was provided, the customer may be responsible for any additional delivery costs associated with resending the order. Please contact us as soon as possible if you realise that incorrect delivery information has been provided. Once an order has been dispatched, we may be unable to change the delivery address.

7. Lost Parcels
If your order appears to be lost in transit, please contact us so that we can investigate the matter with the relevant delivery carrier. Where tracking information indicates that an order has been delivered but the customer cannot locate it, we may request additional information before investigating the matter with the delivery carrier. Any investigation and resolution will be handled in accordance with the applicable delivery service and UK consumer law.

8. Damaged Parcels
Customers should inspect their package upon delivery. If a parcel appears visibly damaged, customers should, where reasonably possible, photograph the external packaging before opening it.

If the contents appear damaged, please contact us as soon as possible and provide:
- Your order number;
- Photographs of the packaging;
- Photographs of the damaged product;
- A description of the damage; and
- Any relevant delivery information.

We may request additional photographs or information so that we can investigate the issue with the delivery carrier. Nothing in this policy affects any statutory rights that customers may have under applicable UK consumer law.

9. Packaging
Products are packaged appropriately for transportation and in accordance with our standard packaging procedures. Packaging may vary depending on the product, order size and delivery method. Where appropriate, products may be supplied in protective packaging designed to reduce the risk of damage during transportation. Customers should follow any storage or handling information supplied with the relevant product.

10. Delivery Responsibility
Once an order has been dispatched, delivery is carried out by the selected postal or courier service. We will provide tracking information where available and will reasonably assist customers with delivery issues. However, delivery dates provided on our website are estimates and are not guaranteed unless expressly stated otherwise.

11. Contact Us
If you have any questions regarding shipping or delivery, please contact us:
- Vitaluxe Labs
- Email: support@vitaluxelabs.com

Please include your order number when contacting us about an existing order so that we can assist you as quickly as possible.