This Shipping Policy explains the order processing, dispatch, delivery tracking, and fulfillment arrangements applicable to all purchases made through the Trueergochair website.
- Shipping Coverage
Orders are available for delivery to eligible destinations across the United Kingdom and Europe where delivery is offered at checkout. Available delivery options and any applicable shipping charges will be clearly displayed before an order is completed. - Order Processing & Fraud Security
Orders are normally processed within 1–3 working days after order confirmation.
Processing includes order review, preparation, and dispatch arrangements.
Fraud Prevention: To ensure transaction security, certain orders may be subject to routine fraud security checks. In rare instances, this may slightly extend processing times. Once an order has been successfully processed and dispatched, relevant tracking information will be provided.
- Estimated Delivery Time
The standard estimated delivery period is 5–10 working days after dispatch.
The estimated delivery period may vary according to the destination, carrier operations, weekends, public holidays, severe weather conditions, and customs clearance procedures (where applicable). The shipping estimates provided at checkout form part of the commercial agreement with the customer.
- Delivery Services
Depending on the destination and specific order circumstances, deliveries are arranged through established premium carriers, including:
DHL
FedEx
UPS Priority
The assigned carrier and service level will be determined based on the most efficient route for your delivery address.
- Customs, Duties, and Taxes
For international or cross-border deliveries, all applicable product prices and shipping fees are displayed transparently at checkout. Depending on the delivery destination, your order may be subject to local import duties, customs tariffs, or Value Added Tax (VAT) applied by the destination country.
Unless explicitly stated at checkout that duties and taxes are prepaid (DDP), the customer remains fully responsible for any import-related charges required to clear the package through customs.
- Tracking Notifications
Tracking information will be automatically sent to the email address provided during checkout. Tracking updates may be provided at relevant logistical stages, including:
Dispatch from the fulfillment center
Arrival at regional sorting hubs
Cross-border transit updates
Local out-for-delivery status
Delivery completion
Customers are responsible for ensuring the email address provided at checkout is accurate to receive these updates.
- Delayed Deliveries
If an order has not arrived within the standard estimated delivery period of 5–10 working days post-dispatch, please contact us at chair@trueergochair.com.
We will initiate a formal investigation with the relevant carrier. Following the investigation, a resolution will be determined, which may include expedited continued delivery, a replacement, or a refund. Mandatory consumer rights relating to delayed delivery remain unaffected.
- Loss, Damage, and Risk Transfer
For consumer purchases, the risk of loss or damage does not transfer to the customer merely because an order has been handed to a carrier.
In accordance with applicable UK and EU consumer law, risk remains with Trueergochair until physical possession of the goods is obtained by you (or a third party designated by you, other than the carrier). Dispatch of an order does not, by itself, transfer the risk of loss.
- Delivery Address Provided by the Customer
Customers are strictly responsible for providing an accurate, complete, and secure delivery address at checkout.
If you notice an incorrect or incomplete address has been submitted, contact chair@trueergochair.com immediately. If the order has not yet been dispatched, we will attempt to amend the details. Once an order has entered the dispatch network, any address modifications are subject to the carrier’s capabilities and policies, and we cannot guarantee rerouting.
- Missed Delivery & “Item Not Received” Claims
If a delivery attempt cannot be completed, the carrier will typically leave further instructions, arrange a redelivery, or route the package to a local collection point. Customers must follow the carrier’s instructions to retrieve their package.
If tracking shows the package as “Delivered” but you have not received it, you must report this to us within a reasonable timeframe. We will open an official trace with the carrier. Customers may be required to cooperate with carrier investigations (e.g., confirming non-receipt) before a replacement or refund is authorized.
- Delivery Delays Caused by Exceptional Circumstances
Delivery estimates may occasionally be affected by circumstances outside our reasonable control (Force Majeure), including carrier network strikes, severe weather events, global logistics disruptions, or prolonged customs holds.
Where a significant delay occurs, we will strive to keep you informed. Statutory remedies available under applicable consumer law remain fully intact.
- European Consumer Protection
For eligible consumer purchases within the European Economic Area (EEA), mandatory consumer protection rules concerning delivery, withdrawal rights, and conformity of goods apply. These Shipping Policy provisions do not remove, restrict, or modify your statutory rights. - Contact Information
For any questions regarding shipping, tracking, or delivery, please contact our support team:
Brand: Trueergochair
Company Name: [XXX]
Company Address: [XXX]
Warehouse Address: [XXX]
Email: chair@trueergochair.com
Telephone: [XXX]
To expedite service, please provide your order number and the email address associated with your purchase when contacting us.