Shipping policy
SHIPPING POLICY
Last updated: 14 September 2026
Thank you for shopping with Truverkhey.
This Shipping Policy explains our available delivery methods, estimated delivery times, shipping charges and what happens if an order is delayed, lost or damaged during transit.
Store: Truverkhey
Website: Truverkhey.store
Email: sales@Truverkhey.store
1. SHIPPING OPTIONS
We currently offer the following delivery options:
Standard Shipping
Estimated delivery time: 5–12 business days
Shipping cost: FREE
Standard Shipping is available at no additional delivery charge.
Express Shipping
Estimated delivery time: 5–8 business days
Shipping cost: PAID
The applicable Express Shipping charge will be clearly displayed during checkout before you place your order.
Express Shipping is optional and will only be charged where you actively select it during checkout.
2. DELIVERY ESTIMATES
Delivery times shown on our website are estimated in business days.
Business days generally exclude:
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Saturdays;
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Sundays; and
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UK public and bank holidays.
Estimated delivery times may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, transport disruption, customs procedures where applicable, or unusually high seasonal demand.
We will take reasonable steps to deliver orders within the estimated period stated at checkout.
Nothing in this Shipping Policy affects your statutory rights regarding late delivery.
3. ORDER PROCESSING
Orders may require processing before they are handed to the delivery carrier.
Processing may include:
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Payment verification;
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Order confirmation;
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Product preparation;
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Packaging; and
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Dispatch arrangements.
You will normally receive an order confirmation after placing your order.
Where available, a further notification may be sent when your order has been dispatched.
4. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address during checkout.
Please carefully check:
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Recipient name;
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House or flat number;
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Street name;
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Town or city;
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County where applicable; and
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Postcode.
If you notice an error after placing an order, contact us as soon as possible at:
We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that changes will be possible once the order has entered the shipping process.
5. TRACKING
Where tracking is available for your order, tracking information will be provided after dispatch.
Tracking updates are supplied by the relevant delivery carrier and may occasionally take time to appear after the parcel has been handed over.
If tracking information does not update for an unusual period, please contact us.
6. DELIVERY CHARGES
Standard Shipping: FREE
Express Shipping: PAID
The exact Express Shipping cost will be displayed before checkout is completed.
No optional delivery charge will be added without your express selection or agreement.
7. DELIVERY DELAYS
Although we aim to meet our stated delivery estimates, occasional delays may occur.
If your order has not arrived within the expected delivery period, please contact:
Please provide your:
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Full name;
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Order number; and
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Delivery address.
We will investigate the shipment and provide appropriate assistance.
Where delivery is not made within the period agreed with you, your rights will be determined in accordance with applicable UK consumer law.
8. LATE DELIVERY AND YOUR RIGHTS
Under applicable UK consumer law, goods must be delivered within the agreed delivery period.
Where no separate delivery period has been agreed, applicable law generally requires delivery without undue delay and within the statutory period.
If we fail to deliver within an agreed period, you may in certain circumstances be entitled to:
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Request delivery within an additional appropriate period; or
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Cancel the contract and receive a refund.
Where delivery by a particular date is essential and this was made clear before the contract was formed, different rights may apply.
Nothing in this policy limits those statutory rights.
9. LOST PARCELS
If you believe your parcel has been lost, please contact us at:
We may ask you to confirm:
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Your order number;
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Delivery address;
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Tracking information; and
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Whether anybody at the delivery address has received the parcel.
We will investigate the matter with the relevant carrier.
Where we arranged the carrier, responsibility for the goods generally remains with us until the goods are delivered into your physical possession, or to a person you identified to receive them, as required by applicable law.
Where an order is confirmed as lost, we will provide an appropriate remedy, which may include:
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Replacement; or
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Refund.
10. DAMAGED PARCELS
If your order arrives damaged, please contact us as soon as reasonably possible.
Email:
Please include:
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Your order number;
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A description of the damage; and
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Clear photographs of the parcel and affected product where reasonably possible.
We will assess the issue and provide an appropriate remedy in accordance with your statutory rights.
11. INCORRECT ITEMS
If you receive an item that you did not order, please contact us at:
Include your order number and details of the incorrect item.
Where we have sent the wrong item, we will arrange an appropriate remedy and will not require you to bear return costs where those costs are legally our responsibility.
12. FAILED DELIVERY
A delivery attempt may fail if:
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Nobody is available to receive the parcel;
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The address provided is incomplete or incorrect;
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Access to the property is unavailable;
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The carrier cannot safely leave the parcel; or
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The parcel is not collected from a designated collection point.
Where possible, the carrier may:
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Attempt redelivery;
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Leave instructions;
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Deliver to an authorised safe place; or
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Redirect the parcel to a collection point.
Please follow the instructions provided by the carrier.
13. UNCOLLECTED PARCELS
If a parcel is sent to a collection point and is not collected within the carrier's specified collection period, it may be returned to us.
If this happens, please contact:
We will advise you of the available options.
Any additional redelivery charge will only apply where it is lawful, reasonable and properly disclosed.
14. DELIVERY TO A SAFE PLACE
Where a customer or delivery carrier authorises delivery to a safe place, neighbour or other nominated location, delivery information may be recorded by the carrier.
The legal responsibility for the parcel will depend on the circumstances and applicable consumer law.
Nothing in this section removes rights that cannot legally be excluded.
15. MULTIPLE-PARCEL ORDERS
Some orders may be shipped in more than one parcel.
If this occurs:
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Parcels may arrive separately;
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Different tracking numbers may be provided; and
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One parcel may arrive before another.
You will not be charged additional delivery fees solely because we choose to split an order into multiple parcels.
16. CHANGES OR CANCELLATIONS BEFORE DISPATCH
If you need to change or cancel an order, please contact us as soon as possible:
We will attempt to accommodate your request where reasonably possible.
However, once an order has been processed or dispatched, we may be unable to stop shipment.
You may still have statutory cancellation and return rights after delivery.
17. RETURNS
Shipping arrangements for returns are governed by our Return & Refund Policy.
For change-of-mind returns, customers may be responsible for direct return shipping costs where this has been properly communicated and is permitted by law.
Where an item is:
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Faulty;
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Damaged;
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Incorrect;
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Misdescribed; or
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Otherwise not in conformity with the contract,
return shipping costs will be handled in accordance with applicable UK consumer law.
18. REFUND OF DELIVERY COSTS
Where you validly exercise your statutory right to cancel an entire online order, we will refund the original delivery charge where required by law.
The refund is normally limited to the cost of the least expensive standard delivery method offered by us.
Because Truverkhey's Standard Shipping is free, no Standard Shipping charge would ordinarily be due for refund.
If you selected paid Express Shipping, any additional amount paid above the standard delivery option may not be refundable where UK law permits.
19. PUBLIC HOLIDAYS AND PEAK PERIODS
Orders placed around:
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Bank holidays;
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Christmas;
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Black Friday;
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Major promotional periods; or
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Other periods of unusually high demand
may experience additional processing or carrier delays.
Where we become aware of a significant delay affecting your order, we will make reasonable efforts to provide appropriate information.
20. INTERNATIONAL OR CROSS-BORDER SHIPPING
Where international delivery is made available, additional conditions may apply.
Depending on the destination, orders may be subject to:
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Customs procedures;
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Import taxes;
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Duties;
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Local delivery requirements; or
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Additional processing by local authorities.
Any charges that customers are required to pay will be disclosed in accordance with applicable law where they can reasonably be determined in advance.
Availability of international shipping may vary by destination.
21. DELIVERY RESTRICTIONS
We reserve the right not to offer delivery to locations that we cannot reasonably or lawfully serve.
Any delivery restrictions will be disclosed during checkout where applicable.
If we cannot fulfil an order because delivery is unavailable to the address provided, we will notify you and refund any amount already paid for the affected order.
22. OWNERSHIP AND RISK
Where Truverkhey arranges delivery to a consumer, risk in the goods generally remains with us until they are delivered into the physical possession of:
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The customer; or
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A person identified by the customer to receive them.
Different rules may apply if you independently arrange your own carrier rather than using a delivery option offered by us.
23. STATUTORY RIGHTS
Nothing in this Shipping Policy excludes or limits any statutory rights available to consumers under UK law.
Relevant legislation may include the:
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Consumer Rights Act 2015; and
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any provision of this Shipping Policy conflicts with a mandatory consumer right, the mandatory legal right will prevail.
24. CONTACT US
For questions regarding shipping, tracking, delayed orders or delivery problems, contact:
Truverkhey
Website: Truverkhey.store
Email: sales@Truverkhey.store
When contacting us about an existing order, please include your order number whenever possible.
SHIPPING SUMMARY
Standard Shipping
Estimated delivery: 5–12 business days
Cost: FREE
Express Shipping
Estimated delivery: 5–8 business days
Cost: PAID — displayed at checkout