Shipping policy

SHIPPING POLICY

This Shipping Policy explains how CAFELIER LIMITED processes, dispatches and delivers orders placed through our online store.

Please read this policy before placing an order. It should be read together with our Terms of Service, Return and Refund Policy, and Privacy and Cookie Policy.

Nothing in this Shipping Policy limits any statutory consumer rights that cannot lawfully be excluded or restricted.

1. BUSINESS INFORMATION

The online store is operated by:

Trade name: CAFELIER LIMITED
Company number: 17311499
Email: sale@cafeliershop.com
Business address: 17 City North Place, London N4 3FU, United Kingdom

The address above is our business correspondence address. It is not automatically the correct address for product returns.

Do not return products to this address unless our customer support team has expressly confirmed that the return should be sent there.

2. SHIPPING DESTINATIONS

We deliver to the destinations made available during checkout.

Available destinations may vary depending on:

  • the product ordered;

  • stock location;

  • delivery provider availability;

  • product dimensions or weight;

  • import or export restrictions;

  • local delivery limitations;

  • fulfilment partner availability; and

  • applicable legal or regulatory requirements.

If your country or postcode cannot be selected at checkout, delivery may not currently be available to that location.

We reserve the right to decline or cancel an order where delivery to the supplied address is not reasonably or legally possible. If payment has already been collected, the affected amount will be refunded.

3. ORDER PROCESSING

Orders are normally reviewed and prepared for dispatch after payment has been authorised.

Order processing may include:

  • payment verification;

  • fraud and security screening;

  • address verification;

  • product availability confirmation;

  • preparation and packaging;

  • export or customs documentation; and

  • transfer of delivery information to the relevant fulfilment or delivery provider.

Processing time is separate from delivery time.

The estimated dispatch and delivery information shown on the product page, during checkout or in the order confirmation should be treated as the applicable estimate for the relevant order.

Orders placed on weekends or public holidays may begin processing on the next working day.

4. ORDER ACCEPTANCE

Receiving an automated order acknowledgement does not necessarily mean that the order has been accepted.

A contract is normally formed when we:

  • send an express order acceptance or dispatch confirmation; or

  • dispatch the relevant product,

whichever occurs first.

Where an order contains multiple products, acceptance and dispatch may occur separately for each product.

We may contact you if additional information is required before dispatch.

5. FULFILMENT OF ORDERS

CAFELIER LIMITED may appoint fulfilment providers, product suppliers, warehouse operators and logistics partners to store, prepare, package and dispatch products on our behalf.

Products may be dispatched:

  • from a fulfilment centre;

  • from a supplier or distribution partner;

  • from a warehouse located outside the customer’s country;

  • from more than one location;

  • in separate parcels; or

  • through different delivery providers.

The use of a fulfilment partner does not remove CAFELIER LIMITED’s responsibilities to the customer as the seller under the contract.

Information necessary to process and deliver an order may be shared with the relevant fulfilment and delivery partners in accordance with our Privacy and Cookie Policy.

6. SPLIT SHIPMENTS

An order containing multiple products may be divided into separate parcels.

This may happen where:

  • products are stored at different locations;

  • products become ready for dispatch at different times;

  • different delivery methods are required;

  • an item requires separate protective packaging; or

  • dividing the order allows products to be delivered more efficiently.

Separate parcels may:

  • be dispatched on different dates;

  • have different tracking numbers;

  • arrive through different delivery providers; and

  • arrive on different days.

You will not be charged an additional shipping fee merely because we decide to divide an order into multiple parcels, unless an additional service was separately requested and agreed.

7. DELIVERY TIMES

Delivery times shown on our website, at checkout or in order communications are estimates unless we expressly agree to a guaranteed delivery date.

Estimated delivery periods normally begin after the order has been dispatched, not when the order was placed.

Unless a different delivery period has been agreed with you, we will deliver the products without undue delay and no later than 30 days after the contract is formed.

Delivery estimates may be affected by:

  • the delivery destination;

  • product availability;

  • fulfilment location;

  • customs clearance;

  • public holidays;

  • severe weather;

  • transport disruption;

  • local delivery conditions;

  • security checks;

  • industrial action;

  • incorrect address information;

  • import restrictions;

  • carrier capacity; or

  • other circumstances outside our reasonable control.

An estimated delivery date is not a guarantee unless it is expressly identified as guaranteed.

8. DELIVERY CHARGES

Available delivery methods and applicable charges will be displayed before you submit your order.

Shipping charges may depend on:

  • delivery destination;

  • parcel weight;

  • parcel dimensions;

  • delivery speed;

  • product type;

  • fulfilment location;

  • order value; and

  • delivery provider.

The final delivery charge payable to CAFELIER LIMITED will be displayed during checkout before payment is submitted.

Any free-shipping offer may be subject to:

  • a minimum order value;

  • eligible destinations;

  • eligible products;

  • a promotional period; or

  • other conditions displayed with the offer.

9. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address.

Before completing checkout, please confirm:

  • recipient name;

  • building or house number;

  • street address;

  • apartment or unit number;

  • city;

  • county, state or region;

  • postcode or ZIP code;

  • country;

  • telephone number; and

  • email address.

CAFELIER LIMITED is not responsible for delays caused by incorrect or incomplete information supplied by the customer, except where we failed to take reasonable action after becoming aware of the error.

10. ADDRESS CHANGES

Contact us immediately at sale@cafeliershop.com if you need to correct a delivery address.

We will make reasonable efforts to process the request, but we cannot guarantee that an address can be changed after an order has:

  • entered fulfilment;

  • been packaged;

  • received a delivery label;

  • been transferred to a delivery provider; or

  • been dispatched.

For fraud prevention and security reasons, we may be unable to redirect an order to a substantially different address after payment has been authorised.

If an address cannot be changed, you may need to follow the delivery provider’s instructions or wait for the parcel to be returned.

11. SHIPPING CONFIRMATION AND TRACKING

Where tracking is available, we will send tracking information to the email address provided with the order.

Tracking information may not become active immediately. It can take time for the delivery provider to:

  • receive the parcel;

  • scan the parcel;

  • update its system; or

  • transfer the parcel between logistics networks.

For split shipments, each parcel may have a separate tracking number.

Some economy, local or cross-border delivery services may provide limited tracking or delivery-event information.

A tracking status displayed as “delivered” does not automatically prevent us from investigating a genuine non-delivery report.

12. DELIVERY PROVIDERS

We may use postal operators, courier companies, freight providers and local delivery partners selected according to the destination and product.

We cannot always guarantee that a specific delivery company will be used.

A delivery provider may:

  • require a signature;

  • request proof of identity;

  • contact the recipient;

  • make more than one delivery attempt;

  • deliver to a collection point;

  • deliver to a parcel locker;

  • leave the parcel in an authorised safe place; or

  • deliver to a neighbour where permitted.

You should follow reasonable delivery instructions provided by the carrier.

CAFELIER LIMITED remains responsible for performing its obligations as the seller and will not require you to resolve a genuine loss or failed delivery solely with the delivery provider.

13. SAFE-PLACE AND NEIGHBOUR DELIVERY

Where you expressly authorise delivery to a safe place, neighbour, concierge, reception desk, parcel locker or another nominated location, delivery may be treated as completed when the parcel is delivered in accordance with those instructions.

You should select only a location that is secure and suitable for the parcel.

Where no safe-place instruction was provided, we will consider the circumstances before treating unattended delivery as valid.

Nothing in this section excludes responsibility for delivery that was not completed in accordance with the contract or applicable law.

14. DELIVERY ATTEMPTS

The delivery provider may make one or more delivery attempts.

If delivery cannot be completed, the provider may:

  • leave a delivery notice;

  • contact you by telephone, text message or email;

  • arrange another attempt;

  • redirect the parcel to a local collection point; or

  • return the parcel to the sender.

You are responsible for monitoring tracking updates and collecting a parcel within any period reasonably specified by the delivery provider.

15. UNCLAIMED OR UNDELIVERABLE PARCELS

A parcel may be returned where:

  • the delivery address is incorrect or incomplete;

  • the recipient is unavailable;

  • the parcel is not collected;

  • the recipient refuses delivery;

  • the delivery provider cannot access the property;

  • customs information is not supplied;

  • import charges are not paid where properly due; or

  • repeated delivery attempts are unsuccessful.

If the parcel is returned, we will contact you where reasonably possible.

Depending on the circumstances, we may offer:

  • reshipment, subject to payment of reasonable additional delivery costs;

  • cancellation and refund; or

  • another appropriate resolution.

Where the delivery failure was caused by incorrect information, refusal, non-collection or another matter within the customer’s control, we may deduct reasonable delivery, return, customs or handling costs from the refund where permitted by law.

No deduction will be made for a delivery failure caused by CAFELIER LIMITED or a service provider acting on our behalf.

16. REFUSED DELIVERIES

Refusing a parcel does not necessarily complete a valid cancellation or return.

Contact us before refusing delivery wherever reasonably possible.

A refused parcel may:

  • be returned to a fulfilment location;

  • be held by the delivery provider;

  • incur return delivery charges;

  • incur customs charges; or

  • be destroyed or abandoned under local carrier or customs procedures.

Where you wish to cancel an order, you should notify us clearly at sale@cafeliershop.com and follow the instructions in our Return and Refund Policy.

17. LATE DELIVERY

Contact us at sale@cafeliershop.com if an order has not arrived within the estimated delivery period.

Please include:

  • your full name;

  • order number;

  • delivery address; and

  • any available tracking information.

We will review the shipment and may:

  • contact the delivery provider;

  • request a delivery investigation;

  • provide updated tracking information;

  • arrange a replacement where appropriate;

  • agree a revised delivery date; or

  • provide a refund where required.

If delivery by a particular date was essential and this was clearly agreed before the contract was formed, you may have the right to cancel if the order is not delivered by that date.

Where no essential date was agreed, you may be entitled to require delivery within an appropriate additional period and cancel the affected contract if delivery is still not completed.

Nothing in this policy restricts your statutory rights concerning late delivery.

18. LOST PARCELS

A parcel may be treated as lost only after the delivery provider’s applicable investigation period has passed or the provider confirms that it cannot be located.

If tracking has not updated or the parcel appears lost, contact us rather than relying solely on the delivery provider.

We may request confirmation of:

  • the delivery address;

  • whether other household members received the parcel;

  • whether the parcel was left with a neighbour;

  • whether the parcel was placed in a safe location;

  • whether a delivery notice was received; and

  • any relevant communication from the carrier.

If the parcel is confirmed lost before delivery was completed, we will provide an appropriate remedy, such as replacement or refund, subject to product availability and your legal rights.

19. PARCEL MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows that a parcel was delivered but you cannot locate it:

  1. check the property and any authorised safe places;

  2. ask household members, neighbours, reception staff or building management;

  3. review any delivery photograph or delivery note;

  4. allow a reasonable short period in case the carrier updated the status early; and

  5. contact us at sale@cafeliershop.com.

Please notify us promptly so that we can raise an investigation with the delivery provider.

We will assess the available evidence and provide a remedy where delivery was not properly completed.

20. DAMAGED PARCELS

Please inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, contact us promptly at:

sale@cafeliershop.com

Please provide:

  • your order number;

  • a description of the damage;

  • photographs of the outer packaging;

  • photographs of the delivery label;

  • photographs or video of the damaged product; and

  • photographs of any internal protective packaging.

Do not discard the product or packaging until we confirm whether it is needed for the delivery investigation.

Reporting visible transport damage within 48 hours may help us submit a claim to the delivery provider. Failure to report within 48 hours does not remove your statutory rights.

Depending on the circumstances, we may provide:

  • replacement parts;

  • a replacement product;

  • a repair;

  • a price reduction; or

  • a refund.

21. INCORRECT OR MISSING PRODUCTS

Contact us promptly if:

  • the wrong product was delivered;

  • a product is missing;

  • a component or accessory is missing; or

  • the quantity received does not match the order confirmation.

Please provide your order number and photographs of:

  • the products received;

  • the packaging;

  • the delivery label; and

  • any packing document.

Where an error occurred, we will provide an appropriate remedy without charging you additional standard delivery costs.

22. INTERNATIONAL SHIPPING

International delivery may involve:

  • cross-border transport;

  • customs declarations;

  • import inspections;

  • local delivery providers;

  • additional documentation;

  • longer delivery periods; and

  • import duties, taxes or processing charges.

Delivery estimates do not include delays caused by customs authorities or regulatory inspections outside our reasonable control.

You are responsible for providing accurate information reasonably required for international delivery and customs clearance.

We may be unable to ship certain products to some destinations because of legal, safety, logistics or carrier restrictions.

23. CUSTOMS, DUTIES AND IMPORT TAXES

The treatment of customs duties, import VAT, sales taxes and clearance fees depends on:

  • the delivery destination;

  • the location from which the parcel is dispatched;

  • product classification;

  • product value;

  • applicable thresholds;

  • local legislation; and

  • the delivery arrangement shown at checkout.

Where duties or taxes are collected by CAFELIER LIMITED, this will be reflected in the checkout information or order total.

Where they are not collected by us, the recipient may be required to pay charges directly to:

  • customs authorities;

  • tax authorities;

  • the postal service;

  • the delivery company; or

  • a customs clearance provider.

Where reasonably possible, we will indicate before purchase whether additional import charges may apply.

CAFELIER LIMITED does not control charges imposed directly by government authorities or independent customs-clearance providers.

Customers should not provide false information or request that a commercial purchase be declared as a gift or at an artificially reduced value.

24. CUSTOMS DELAYS

International parcels may be held for customs review.

Customs authorities may request:

  • proof of purchase;

  • recipient identification;

  • tax information;

  • product information;

  • payment of duties or taxes; or

  • additional import documentation.

You are responsible for responding to reasonable customs or carrier requests concerning the delivery.

We are not responsible for customs processing times outside our reasonable control, but we will provide reasonable assistance where information from the seller is required.

25. DELIVERY RESTRICTIONS

We may restrict delivery of products that:

  • contain batteries;

  • contain liquids or powders;

  • contain glass or fragile components;

  • require special handling;

  • exceed carrier size or weight limits;

  • are restricted by local import laws;

  • cannot be shipped safely using an available service; or

  • require certifications unavailable for the destination.

Any material restriction known to us should be displayed on the relevant product page or during checkout.

26. PO BOXES, PARCEL LOCKERS AND FORWARDING ADDRESSES

Some delivery providers cannot deliver to:

  • PO boxes;

  • parcel lockers;

  • military addresses;

  • hotels;

  • temporary accommodation;

  • freight-forwarding facilities; or

  • mail-forwarding addresses.

Where delivery to such an address is available, additional restrictions may apply.

If you use an independent forwarding service, CAFELIER LIMITED’s delivery obligations may be completed when the parcel is properly delivered to that service.

We are not responsible for loss or damage occurring after proper delivery to an independent forwarding provider chosen by you.

This section does not apply where the forwarding or collection provider was offered or appointed by CAFELIER LIMITED as part of the agreed delivery service.

27. DELIVERY TO BUSINESSES AND SHARED BUILDINGS

For delivery to an office, apartment building, hotel, reception desk, concierge or shared property, delivery may be completed when the parcel is accepted by an authorised person at that location.

You are responsible for ensuring that the location can securely receive the parcel.

Please include any access code, floor, department, company name or unit number needed for delivery.

28. RISK OF LOSS OR DAMAGE

For consumer orders, the risk of accidental loss or damage normally remains with CAFELIER LIMITED until the product is delivered into:

  • your physical possession; or

  • the physical possession of a person identified by you to receive it.

Where you independently appoint a delivery provider that was not offered by CAFELIER LIMITED, risk may pass when the product is delivered to that provider, to the extent permitted by law.

The use of an external fulfilment or delivery partner selected by CAFELIER LIMITED does not transfer delivery risk to the customer before proper delivery is completed.

29. ORDER CANCELLATION BEFORE DISPATCH

Contact us as soon as possible if you wish to cancel an order before dispatch:

sale@cafeliershop.com

We will make reasonable efforts to process the request.

However, we cannot guarantee cancellation once the order has:

  • entered automated fulfilment;

  • been packaged;

  • received a delivery label; or

  • been transferred to a delivery provider.

If the order has already been dispatched, you may need to receive it and follow our Return and Refund Policy.

Your statutory cancellation rights are not affected.

30. RETURNS ARE NOT PROCESSED UNDER THIS SHIPPING POLICY

Product returns are governed by our Return and Refund Policy.

Before returning any product, contact:

sale@cafeliershop.com

We will provide the correct return instructions and return address.

Do not automatically return products to:

17 City North Place, London N4 3FU, United Kingdom

unless we expressly confirm that this is the correct return location.

The return address may differ from:

  • our business address;

  • the original dispatch address;

  • the address printed on the parcel; or

  • another fulfilment location.

31. EVENTS OUTSIDE OUR REASONABLE CONTROL

Delivery may be delayed or interrupted by circumstances outside our reasonable control, including:

  • severe weather;

  • natural disasters;

  • war or civil unrest;

  • government action;

  • customs disruption;

  • industrial action;

  • transport interruption;

  • public health emergencies;

  • power or telecommunications failures;

  • cyber incidents affecting external systems;

  • border closures; or

  • widespread carrier disruption.

Where such an event materially affects an accepted order, we will take reasonable steps to:

  • notify you;

  • minimise the delay;

  • provide updated information; and

  • offer an appropriate remedy where required.

If delivery cannot be completed within the agreed period or an appropriate additional period, you may have the right to cancel and receive a refund for products not supplied.

32. FRAUD AND DELIVERY SECURITY

To protect customers and prevent fraud, we may:

  • verify billing and delivery information;

  • request identity or address confirmation;

  • require signature delivery;

  • restrict delivery to the verified address;

  • decline redirection requests;

  • delay dispatch while a payment is reviewed; or

  • cancel a transaction that appears fraudulent.

Do not send complete payment-card details or account passwords by email.

33. BUSINESS CUSTOMERS

Where products are purchased wholly or mainly for business purposes, delivery terms expressly agreed in writing may differ from the consumer provisions in this policy.

Business customers are responsible for:

  • ensuring that the delivery location can accept the goods;

  • providing suitable unloading access where required;

  • checking deliveries promptly;

  • reporting shortages or visible transport damage within a commercially reasonable period; and

  • complying with agreed import or customs obligations.

Nothing in this section excludes liability that cannot lawfully be excluded.

34. CHANGES TO THIS POLICY

We may update this Shipping Policy to reflect:

  • changes to our delivery services;

  • fulfilment arrangements;

  • delivery providers;

  • shipping destinations;

  • customs requirements;

  • legal obligations; or

  • website functionality.

The updated version will be published on our website with a revised “Last updated” date.

Changes will not normally apply retrospectively to an order already accepted. The shipping terms presented or agreed when the relevant contract was formed will generally continue to apply to that order.

35. CONTACT US

For questions about processing, dispatch, tracking or delivery, contact:

CAFELIER LIMITED
17 City North Place
London N4 3FU
United Kingdom

Email: sale@cafeliershop.com
Company number: 17311499

Please include your order number in all shipping-related correspondence.