Shipping policy
Shipping Information
This page explains how NEXPEP handles order processing, dispatch, delivery estimates, address issues, courier delays, missing parcels, and shipping related support for UK customers.
Order Processing
All orders are processed after full payment has been received and successfully confirmed. An order is not treated as ready for fulfilment until payment has cleared through the selected checkout method.
Orders are usually processed within 2 to 3 business days. Orders placed on weekends or public holidays will normally begin processing on the next working day.
During periods of high demand, promotional activity, public holidays, or operational pressure, processing times may be extended beyond the usual timeframe.
Dispatch and Courier Services
Once your order has been processed, it will be dispatched using a courier service selected by NEXPEP or chosen at checkout where applicable.
The delivery service used may vary depending on parcel size, destination, service level, and operational suitability at the time of dispatch.
Dispatch confirmation may be sent once the order has left our handling stage and entered the courier network.
Delivery Estimates
Delivery timeframes shown on the website or at checkout are estimates only unless explicitly stated otherwise.
These estimates begin from the point of dispatch, not from the moment the order is placed.
Actual delivery times may vary depending on location, courier performance, and external conditions.
Express Delivery
Where available, express next day delivery may be offered for eligible orders placed before the stated cut off time.
Orders placed after that cut off will usually be processed on the next working day, which means the delivery window will move accordingly.
Next day delivery refers to the courier service level selected and does not bypass normal order processing requirements.
Shipping Coverage
NEXPEP currently ships to addresses within the United Kingdom only.
Orders placed with delivery addresses outside the UK cannot be fulfilled through the website unless a separate arrangement has been expressly confirmed by us in advance.
Address Accuracy
Customers are responsible for ensuring that all delivery details entered at checkout are complete and accurate.
NEXPEP cannot accept responsibility for failed deliveries, delays, losses, or misrouting caused by incorrect, incomplete, or outdated address information provided by the customer.
Failed Delivery Attempts
If a courier is unable to complete delivery due to access problems, refusal, missed delivery attempts, or collection failures, the parcel may be returned or held according to the courier’s process.
Where re delivery is required after a failed attempt not caused by NEXPEP, additional shipping charges may apply.
Delays Outside Our Control
NEXPEP is not liable for delivery delays caused by events outside our reasonable control. This includes courier disruption, transport issues, severe weather, network backlogs, industrial action, customs activity, or other operational events affecting shipment movement.
In these circumstances, delivery estimates may be extended and we cannot guarantee revised arrival dates until updated information is available from the courier.
Discreet Packaging
Orders are shipped in discreet outer packaging designed to protect contents during transit while maintaining a low profile.
Packaging presentation may vary slightly depending on parcel size, product combination, and courier requirements.
Risk in Goods
Responsibility for the goods passes to you once the order has been delivered to the address provided at checkout.
This includes delivery to the named address where the parcel is accepted by another person at the premises or left in accordance with courier delivery options associated with the shipment.
Damaged, Missing, or Incorrect Orders
If your order arrives damaged, incomplete, or incorrect, you must contact NEXPEP within 48 hours of delivery.
Please include your order reference together with clear photographs of the outer packaging, shipping label, internal packaging, and contents so the issue can be assessed properly.
Failure to report the issue within a reasonable timeframe may affect our ability to investigate the matter with the courier or warehouse records.
Lost Parcels
Where a parcel appears to be lost in transit, NEXPEP may open an investigation with the relevant courier.
Resolution times depend on the courier’s tracing and claims procedures, and a final outcome may not be immediate.
Returned Shipments
If a parcel is returned to us because the address was incorrect, delivery could not be completed, or the parcel was not collected when required, the order may need to be re shipped at the customer’s expense.
Refunds on returned shipments may be reduced to reflect unrecoverable delivery costs where applicable.
Shipping Support
If you need help with a shipping related issue, please contact NEXPEP and include your order reference so we can review the parcel status and respond based on the information available from our systems and the courier network.
Response times may vary depending on the nature of the issue and whether external courier confirmation is required.