Shipping policy

This policy explains where we ship, what it costs and how long it takes. It sits alongside your legal rights as a consumer and does not replace them.

1. Where we ship

We ship to addresses in the United Kingdom — England, Scotland, Wales and Northern Ireland. We do not currently ship to the Channel Islands, the Isle of Man, or addresses outside the UK.

2. Order processing

Orders are picked and dispatched within one to two working days, Monday to Friday. Orders placed at a weekend or on a bank holiday are processed on the next working day.

You will get a confirmation email as soon as your order is placed, and a second email with your tracking link once the parcel has been collected by the carrier.

3. Delivery times and cost

Orders usually arrive 5 to 12 working days after you order, including the one to two working days it takes us to dispatch.

Delivery is charged at a single flat rate for all UK addresses. The cost, and whether your order qualifies for free delivery, are shown at checkout before you pay.

The arrival window above is our expected range, not a guaranteed date. If we cannot deliver within 30 days of your order, you may cancel it and we will refund you in full.

4. Tracking your order

Every order is tracked. The tracking link in your dispatch email is the most accurate answer to where your parcel is at any moment, and it updates faster than we can.

Tracking can take up to 48 hours to show its first scan after dispatch. A link that has not updated yet does not mean the parcel has not moved.

5. Addresses that take longer

The Scottish Highlands, the Scottish islands, Northern Ireland and BFPO addresses sit outside standard carrier routes and usually take a few working days longer than the range in section 3.

6. Nothing to pay on delivery

The price you pay at checkout is the price. All prices include VAT, and any import duties or taxes are handled by us before your parcel reaches you. You will never be asked for a payment, a customs charge or a handling fee by the carrier on delivery.

7. Batteries and carrier restrictions

The Jump Star contains a lithium-ion battery. Lithium batteries are classed as dangerous goods, which limits which carriers and services can carry them and occasionally adds a day to a route. It also means we cannot deliver to some addresses that ordinary parcels reach, and cannot send by air on certain routes.

8. Getting your address right

We dispatch to the address entered at checkout, so please check it before you pay. If you spot a mistake, email info@jolturn.co.uk straight away with your order number. We can usually change an address before the parcel is collected, but not after.

Where a parcel is returned to us because the address was wrong or incomplete, we will contact you to arrange redelivery. A second delivery charge applies.

9. If nobody is in

Carriers will normally leave the parcel with a neighbour or in a safe place, or leave a card and attempt delivery again. Follow the instructions on the card or in your tracking link to rearrange. Parcels that are not collected within the carrier's holding period are returned to us, and section 8 applies.

10. Delayed or missing orders

Email info@jolturn.co.uk with your order number if:

• your tracking has not updated for three working days; or
• your order has not arrived within 15 working days of the date it was dispatched.

We will chase the carrier and come back to you with the outcome. Please contact us before contacting your bank — we can almost always resolve it faster, and a chargeback raised first takes considerably longer to settle for both of us.

Where a parcel is confirmed lost by the carrier, we will send a replacement or refund you in full.

11. Damaged or incorrect on arrival

If your order arrives damaged, faulty or not what you ordered, email us with your order number and a photograph of the problem. We will arrange the return at our cost and put it right. This is covered in full in our refund and returns policy.

12. Changes to this policy

We may update this policy from time to time. The version published on this page when you place your order is the version that applies to that order.

Contact

Email: info@jolturn.co.uk

Monday to Friday, 9am to 5pm. We aim to reply within one working day.