Shipping policy
Effective date: 27 August 2026 Last updated: 27 August 2026
Every Remoxila order is picked, packed and dispatched by our fulfilment partner ShipBob from their UK facility (ShipBob UK Fulfillment Centre, Edison Road, Hams Hall Distribution Park, Birmingham B46 1DA), and delivered to your door by one of our trusted UK carriers. This Shipping Policy explains where we deliver, how long it takes, what it costs, and what to do if anything goes wrong. Questions? Email support@remoxila.com — we usually respond within 1 business day.
Quick summary
| Question | Answer |
|---|---|
| Where do you ship? | United Kingdom only |
| How much does shipping cost? | Free standard delivery on all UK orders |
| How long does delivery take? | 5 to 7 business days in total (1–2 days processing + 4–5 days transit) |
| Which carriers do you use? | Royal Mail, DPD, Evri and UPS |
| Order cut-off | 4:00 PM (UK time), Monday to Friday |
| Do I get a tracking number? | Yes — emailed when your order is dispatched |
| Do you ship internationally? | Not currently — UK only |
1. Where we deliver
We currently deliver to addresses within the United Kingdom only. If you are outside the UK and would like to order, email support@remoxila.com — we may be able to help as we plan our international rollout.
2. Shipping costs
Free standard delivery on all UK orders, with no minimum order value. The price you see at checkout is the price you pay — no hidden delivery charges. If we introduce premium delivery options in future (such as next-day delivery), they will be shown clearly at checkout with their cost.
3. Processing and dispatch time
- Order received and confirmed: day 0
- Order picked, packed and dispatched by our fulfilment partner ShipBob from their Birmingham facility: 1 to 2 business days
Order cut-off: 4:00 PM (UK time), Monday to Friday. Orders placed before the cut-off on a business day begin processing the same day; orders placed after 4:00 PM, on weekends or on UK bank holidays begin processing the next business day. We dispatch Monday to Friday only. You'll receive a dispatch email with your tracking details.
4. Delivery time
Once dispatched, your order typically arrives within 4 to 5 business days, depending on the carrier and your address. Total time from order to delivery: 5 to 7 business days. These timings are estimates and not guaranteed — see Section 10 for events outside our control.
5. Our carriers
We work with four trusted UK delivery partners: Royal Mail, DPD, Evri and UPS. The carrier for your order depends on your address and the most efficient routing; your dispatch email tells you which carrier has your parcel, along with the tracking number.
6. Order tracking
Every order is fully tracked. Track it by clicking the link in your dispatch email, or through the tracking page on our website (Track Your Order). Tracking updates in near real-time as the parcel moves: collected, at the local depot, out for delivery, delivered.
7. If you're not home
Royal Mail usually leaves a "Sorry we missed you" card with redelivery or collection instructions. DPD typically reattempts the next business day and lets you rearrange via its app or notifications. Evri reattempts up to two times, with rearrangement via its app or website. UPS leaves an InfoNotice with your options. If you have delivery instructions (a safe place or neighbour), add them at checkout and we pass them to the carrier.
8. Lost packages
If your tracking shows no updates for more than 3 business days past the latest expected delivery date: check the tracking once more, check with neighbours and around your address, then email support@remoxila.com with your order number. We open an investigation with the carrier (typically 5–10 business days for the carrier to conclude). Once the carrier confirms the parcel is lost, we reship the order free of charge or issue a full refund — your choice.
9. Damaged packages
Stoneware is well protected in transit, but if your order arrives damaged, contact us within 48 hours of delivery at support@remoxila.com with your order number, clear photos of the packaging and product, and a short description. We will replace the item or issue a full refund, including any return costs — you never pay to return a damaged item. Full statutory details: our Returns & Refunds Policy.
10. Events outside our control
We cannot guarantee delivery times where delay is caused by events outside our reasonable control — extreme weather, carrier or postal strikes, transport disruption, cyber-attacks on carrier systems, or government action. If such an event significantly affects your order, we will contact you to discuss options.
11. Wrong address provided at checkout
Check your delivery address carefully. If you spot a mistake right after ordering, email us immediately — if the order hasn't been dispatched we can correct the address. If it has been dispatched, we may be able to redirect through the carrier (not always possible); if a parcel is delivered to the wrong address you provided and cannot be recovered, we are unable to refund or replace it.
12. Failed deliveries and returned parcels
If a parcel cannot be delivered after multiple attempts, or is returned to us due to an incorrect address, we will contact you: we can re-dispatch to a corrected address (additional delivery cost applies) or cancel and refund minus the costs we incurred.
13. Peak season
During peak periods (Christmas, Black Friday, bank holiday weekends) deliveries can take slightly longer due to carrier volumes. We recommend ordering early. We do not process or dispatch on UK bank holidays.
14. Contact us
NORTHWELL GROUP LTD (trading as Remoxila) 128 City Road, London, EC1V 2NX, United Kingdom Email: support@remoxila.com Phone: +44 20 8040 3862 Company number: 17075470