Shipping policy

1. Processing Times

Orders are processed within 1–3 business days after payment is received. During peak periods (sales, holidays, clearance events), processing may take slightly longer.

2. Shipping Methods & Delivery Times

We partner with trusted couriers to offer affordable and reliable delivery.

  • Standard Shipping (UK): 3–7 business days

  • Express Shipping (UK): 1–3 business days

Delivery times are estimates and may be affected by courier delays, customs checks, or high‑volume periods.

3. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Delivery location

  • Weight and size of items

  • Selected shipping method

We aim to keep shipping as low‑cost as possible for all customers.

4. Tracking Your Order

Once your order has shipped, you will receive a tracking number by email or SMS (if provided). Tracking updates may take up to 24 hours to appear.

5. Split Shipments

To keep prices low, some orders may be shipped in multiple packages depending on stock location or item size. You will not be charged extra for split shipments.

6. Delivery Issues

If your order is delayed, lost, or arrives damaged:

  • Contact us within 7 days of the expected delivery date

  • Provide your order number and any relevant photos (for damaged items)

We will work with the courier to resolve the issue as quickly as possible.

7. Incorrect Address

Customers are responsible for ensuring the shipping address is correct at checkout. If an incorrect address is provided, we cannot guarantee delivery or offer refunds for lost packages.

 

8. Contact Us

For any shipping questions or concerns, reach out to our support team: Email: sales@thecitystore.co.uk Response time: 24–48 hours