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Shipping & Returns

SHIPPING POLICY

1. Processing Times

All orders are prepared and packed with care. Please allow 2–5 working days for your order to be processed before dispatch. During busy seasonal periods, markets, or product launches, processing times may be slightly longer.

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You will receive a confirmation email once your order has been dispatched.

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2. Shipping Methods & Delivery Times

Orders are shipped via Royal Mail or another reputable courier service within the United Kingdom.

Estimated delivery times (after dispatch):

  • Standard Delivery: 2–4 working days

  • Tracked Delivery: 1–3 working days

Please note that delivery timeframes are estimates and are not guaranteed.

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3. Shipping Costs

Shipping costs are calculated at checkout and are based on the size, weight, and delivery method selected.

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4. Lost or Delayed Parcels

If your parcel has not arrived within 10 working days of dispatch, please contact us at [insert email address].

We cannot be held responsible for delays caused by the courier, incorrect delivery information provided at checkout, or circumstances outside our control. However, we will always do our best to assist you in resolving the issue.

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5. Incorrect Address

Please ensure your delivery details are correct before placing your order. If an incorrect address is provided and the parcel is returned to us, additional shipping fees may apply for redelivery.

Return & Exchange Policy

We want you to feel confident when purchasing from Shadow & Sage. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy.

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1. Your Right to Cancel (Distance Selling Regulations)

Under UK law, you have the right to cancel most online purchases within 14 days of receiving your order.

However, this right does not apply to certain products.

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2. Non-Returnable Items

Due to hygiene, safety, and consumer protection reasons, we cannot accept returns of the following items unless they are faulty:

  • Herbal teas

  • Essential oil blends

  • Herbal smoke blends

  • Spiritual waters

  • Any ingestible or topical products where the seal has been broken

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This is in accordance with the Consumer Contracts Regulations 2013, which state that sealed goods which are not suitable for return due to health protection or hygiene reasons cannot be returned once unsealed.

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As these products are intended for personal use and may come into contact with the body, they are exempt from cancellation rights once opened.

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3. Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery, providing:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging

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If a product is confirmed to be faulty, we will offer a replacement or refund in line with your statutory rights.

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4. Returning Eligible Items

If you wish to return an eligible non-consumable item (for example, unopened accessories or tools), you must notify us within 14 days of receiving your order.

Items must be:

  • Unused

  • In their original condition

  • In original packaging

You are responsible for return postage costs unless the item is faulty.

Refunds will be processed within 14 days of receiving the returned goods.

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5. Refund Method

Refunds will be issued to the original payment method used at checkout.

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