Shipping Policy

At New Format, we aim to process and ship all orders as quickly and safely as possible. This Shipping Policy explains how we handle delivery, shipping times, costs, and related matters for orders placed through our website.

Order Processing

Orders are usually processed within 1–3 business days after payment has been received and confirmed. Orders are not normally processed, shipped, or delivered on weekends or public holidays.

During busy periods, promotional campaigns, or unexpected delays, processing times may be longer. If there is a significant delay with your order, we will contact you using the details provided at checkout.

Shipping Methods and Delivery Times

We may use trusted delivery providers such as Royal Mail, courier services, or other suitable shipping companies depending on the size, value, and destination of the order.

Estimated delivery times may vary depending on the delivery address, selected shipping method, courier availability, and external factors outside our control.

Typical estimated delivery times:

• UK standard delivery: 2–5 business days after dispatch

• UK tracked or courier delivery: 1–3 business days after dispatch

• International delivery: delivery times vary depending on the destination country and customs processing

Please note that delivery times are estimates only and are not guaranteed unless specifically stated at checkout.

Shipping Costs

Shipping costs are calculated based on the order size, weight, delivery location, and selected shipping method. The final shipping cost will be shown at checkout before the order is confirmed.

Free shipping may be offered on selected products, promotions, or order values where clearly stated on our website.

Tracking Information

Where tracking is available, we will provide tracking details after the order has been dispatched. Tracking updates are managed by the delivery provider and may take some time to appear after dispatch.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery details at checkout. New Format is not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error in your delivery address, please contact us as soon as possible. We will do our best to update the details before dispatch, but we cannot guarantee changes once the order has already been processed or shipped.

Lost, Delayed, or Damaged Parcels

If a parcel is delayed, lost, or damaged during delivery, please contact us so we can review the issue and assist where possible.

For damaged items, customers should contact us as soon as possible after delivery and provide clear photos of the damaged packaging and product. This helps us investigate the matter with the delivery provider.

We are not responsible for delays caused by courier issues, customs, weather conditions, strikes, incorrect addresses, or other circumstances outside our control.

International Shipping

We may offer international shipping to selected countries. International customers are responsible for any customs duties, import taxes, handling fees, or other charges required by their country.

New Format is not responsible for delays caused by customs checks or import procedures.

Failed Deliveries and Returned Parcels

If an order is returned to us because of an incorrect address, failed delivery attempt, refusal to accept the parcel, or failure to collect the parcel from the delivery provider, the customer may be responsible for any additional shipping costs.

Refunds for returned parcels may exclude original shipping fees, depending on the circumstances.

Contact Us

If you have any questions about shipping, delivery, or your order, please contact New Format through the contact details provided on our website.