Shipping policy
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 England, Scotland, Wales and Northern Ireland. We do not ship to the Channel Islands, the Isle of Man, PO boxes, parcel lockers, freight forwarders or addresses outside the UK.
2. Order processing
Orders are usually 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. Dispatch can take longer during sales, in the run-up to Christmas, and where we need to check an order with you first.
You will get a confirmation email when your order is placed, and a second email with your tracking link once the parcel ships.
3. Delivery times and cost
We're experiencing high demand, so delivery is taking 11 to 18 days. Orders are dispatched within one to two working days and tracked all the way. This is our expected range, not a guaranteed date, and we cannot offer a timed, next-day or nominated-day service. If your order contains more than one product, the parts may arrive in separate parcels on different days.
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.
If we have not delivered within 30 days of your order, you may cancel it and we will refund you in full. We are not responsible for costs or losses caused by a delivery arriving later than the expected range.
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.
Tracking can take up to 48 hours to show its first scan, and may go several days between scans while the parcel is in transit between our fulfilment centre and the UK carrier who makes the final delivery. A gap in tracking does not mean the parcel is lost.
5. Addresses that take longer
The Scottish Highlands, the Scottish islands, Northern Ireland and BFPO addresses usually take a few working days longer than the range in section 3.
6. Nothing to pay on delivery
All prices include VAT, and any import duties or taxes are handled by us. If a carrier ever asks you for a payment, a customs charge or a handling fee, do not pay it. Email us with your order number and we will sort it out.
7. Batteries and carrier restrictions
Every Jolturn product has a built-in rechargeable battery, and lithium batteries are classed as dangerous goods. This limits which carriers and routes can carry them and can add time to a delivery. It also means we cannot deliver to some addresses that ordinary parcels reach.
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 order is dispatched, but not after.
If a parcel comes back to us, or cannot be delivered, because the address was wrong or incomplete, we will contact you to arrange redelivery, and a second delivery charge applies. If you would rather cancel, we refund the order less the delivery cost we have already paid. We cannot refund or replace a parcel that was delivered to the address you gave us.
9. If nobody is in
Carriers will normally leave the parcel with a neighbour or in a safe place, or leave a card and try again. Follow the instructions on the card or in your tracking link to rearrange. A parcel the carrier's tracking records as delivered, including to a neighbour or a safe place, is treated as delivered. Parcels 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 either of these applies:
- your order has not arrived within 15 working days of dispatch;
- your tracking shows delivered and you cannot find the parcel. Tell us within 7 days of the delivery date, because carriers will not open an investigation after that.
We will raise it with the carrier and come back to you with the outcome. An investigation usually takes up to 10 working days. We may ask you to check with neighbours and to confirm your address in writing. Where the carrier confirms a parcel is lost, we send a replacement or refund you in full.
Please contact us before contacting your bank. We can almost always resolve it faster. A chargeback raised first freezes the order until the bank decides.
11. Damaged or incorrect on arrival
If your order arrives damaged or is not what you ordered, email us with your order number and photographs of the item and the outer packaging. Please do this within 48 hours of delivery where you can. It lets us claim from the carrier. Damage reported late is hard to tell apart from damage after delivery.
Please keep the packaging until it is resolved. We put it right as set out in our refund and returns policy.
12. Changes to this policy
The version published on this page when you place your order is the version that applies to that order.
Contact: info@jolturn.co.uk · Monday to Friday, 9am to 5pm. We aim to reply within one working day.