Shipping policy

Shipping Policy

Last updated: 03/12/2025

1. Delivery Partners

All orders are shipped from our UK fulfilment centre via Royal Mail. Royal Mail provides fast, tracked and insured delivery across the UK. You’ll receive tracking information by email or SMS once your order is dispatched.

2. Processing Time

Orders are typically dispatched within 1–2 working days (Monday–Friday, excluding bank holidays).

During peak periods (product launches, sales, or Black Friday), dispatch times may extend to 3–5 working days.

Orders placed after 3 PM (GMT) are processed the following working day.

We work hard to meet these timeframes, but processing delays can occasionally occur due to stock verification, address issues, or carrier delays.

3. Delivery Times & Charges
Service    Estimated Delivery Time    Cost
Royal Mail Standard    1–3 working days    £3.99
Free Delivery    Orders over £99 (Standard)   FREE

Delivery times are estimates and not guarantees. Royal Mail may occasionally experience delays due to weather, local strikes, or other factors beyond our control.

4. Tracking Your Order

Once dispatched, you’ll receive an email or SMS from Royal Mail containing your tracking number and live delivery updates.

If tracking shows your order as “delivered” but you haven’t received it, please:

Check with household members, neighbours, or your designated safe place.

Wait 24 hours, as Royal Mail occasionally marks parcels as delivered before final handover.

If still missing, contact us within 7 calendar days of the delivery date so we can open a Royal Mail investigation.

5. Address Accuracy

Please ensure your delivery address, postcode, and contact number are entered correctly at checkout.
We cannot redirect parcels once dispatched, and we are not liable for non-delivery or delay resulting from incorrect or incomplete addresses provided by the customer.

If a parcel is returned to us due to an incorrect address, missed delivery, or refusal, we will:

deduct the original shipping cost and return fee from any refund, or

reship the parcel (once received back) for an additional Royal Mail shipping charge.

6. Missed Deliveries & Safe Places

Royal Mail will attempt delivery twice. If you’re not available, Royal Mail may:

deliver to a neighbour or nominated “safe place”, or

leave a collection card to rearrange delivery.

Once you authorise Royal Mail to leave a parcel in a safe place or with a neighbour, risk and responsibility transfer to you at that point.
We cannot accept liability for lost or stolen parcels after confirmed delivery.

7. Split Shipments

If part of your order is out of stock or delayed, we may ship items separately. You’ll only be charged once for delivery, and you’ll receive separate tracking for each shipment.

8. International Shipping

We currently do not offer international delivery.
If international shipping becomes available, customs duties, taxes, or import fees will be the responsibility of the recipient.

9. Delivery Delays

While Royal Mail is highly reliable, unforeseen circumstances (e.g., severe weather, strikes, customs inspections) can occasionally cause delays.
We are not responsible for carrier delays beyond our control but will assist in resolving any issues quickly.

10. Lost or Damaged Parcels

If your parcel arrives damaged, please contact returns@ascendactive.co.uk
within 48 hours of receipt and include:

your order number,

clear photos of the outer packaging and product.

For lost parcels, notify us within 7 calendar days of the expected delivery date so we can file a Royal Mail investigation.
If Royal Mail confirms the parcel as lost, we’ll either:

send a replacement (stock permitting), or

issue a full refund.

11. Pre-orders & Launch Items

If you purchase a pre-order item, the estimated shipping date will appear on the product page.
Orders containing both pre-order and in-stock items may be held until the pre-order item is ready, unless you choose to ship separately (extra cost may apply).

12. Undeliverable Parcels

If a parcel is returned to us as undeliverable after multiple delivery attempts or refusal, we’ll:

notify you via email, and

hold the parcel for 14 days awaiting new delivery instructions.
If we receive no response, we’ll refund the product price minus shipping and return costs.

13. Delivery to Business Addresses or Parcel Lockers

Deliveries to business addresses, parcel lockers, and collection points are at your own risk. Royal Mails delivery confirmation will serve as proof of delivery to the location specified.

14. Order Support

For delivery questions or issues, contact our customer service team at:
📩 returns@ascendactive.co.uk

Please include your order number in all correspondence for faster resolution.

15. Liability

We are not responsible for:

delays caused by Royal Mail or other third parties;

missed deliveries due to absence or incorrect address details;

parcels lost or stolen after confirmed delivery to the address, neighbour, or safe place provided.

Your statutory rights remain unaffected.

16. Updates to This Policy

We may update this Shipping Policy periodically. Please review the latest version before placing an order.