Shipping policy

Overview

This Shipping Policy explains how orders placed through the QUIVE London website are processed, dispatched and delivered.

QUIVE London is a trading name of SEGA International Limited.

Please review the delivery information displayed at checkout before completing your purchase.

UK Delivery

We offer Free Next Day Delivery on UK orders where the service is available.

Orders are normally sent using a tracked delivery service, including Royal Mail Tracked 24 or another suitable carrier.

There is no standard delivery charge unless a different charge or premium delivery option is clearly displayed during checkout.

Order Cut-Off Time

Orders placed before 2:00 p.m. Monday to Friday, excluding public holidays, will normally be processed and dispatched on the same working day.

Orders placed:

After 2:00 p.m.
During a weekend
On a public holiday

will normally be processed on the next working day.

Processing may take longer during exceptionally busy periods, promotional events or circumstances outside our reasonable control.

Next-Day Delivery

“Next Day Delivery” means that we aim for delivery on the next working day after dispatch.

For example:

An eligible order placed before 2:00 p.m. on Monday will normally be dispatched on Monday and delivered on Tuesday.
An order placed after 2:00 p.m. on Friday will normally be processed on Monday and delivered on Tuesday, unless Monday is a public holiday.
Weekend delivery may occur where supported by the carrier, but it is not guaranteed.

Next-day delivery is an estimated service unless checkout expressly states that delivery by a specific time or date is guaranteed.

Delivery Locations

We deliver to eligible addresses within the United Kingdom.

Delivery may take longer for certain locations, including:

Northern Ireland
The Scottish Highlands and Islands
The Isle of Man
The Channel Islands
Other remote or offshore postcodes

Some delivery services may not be available to every postcode. The options available for your address will be shown during checkout where applicable.

We do not deliver to an address where our carrier is unable or legally restricted from making delivery.

International Delivery

International delivery is only available where an international destination and delivery service are offered during checkout.

Customers placing international orders may be responsible for import VAT, customs duties, handling charges or other local fees imposed by the destination country.

Any such charges are outside our control and are the customer’s responsibility unless expressly stated otherwise during checkout.

International delivery times may be affected by customs clearance and local carrier arrangements.

Order Processing

After placing an order, you should receive an order-confirmation email.

This confirms that we have received your order. It does not necessarily confirm that the order has been dispatched.

Once your order has been processed and dispatched, we will normally send a dispatch confirmation containing tracking information where available.

Please check your email address and spam or junk folders if you have not received an expected confirmation.

Tracking Your Order

Where tracking is available, the tracking number or link will be provided in your dispatch confirmation.

Tracking information may take several hours to update after a parcel has been collected by the carrier.

Carrier tracking estimates are provided by the delivery company and may change during transit.

Delivery Timeframes

Most eligible UK orders are expected to arrive on the next working day after dispatch.

However, delivery estimates are not absolute guarantees unless a guaranteed service has expressly been purchased and confirmed.

Delivery may be affected by:

Carrier delays
Severe weather
Public holidays
Industrial action
High seasonal demand
Customs procedures
Road or transport disruption
Incorrect or incomplete address details
Events outside our reasonable control

Unless a different delivery period has been agreed with you, orders will be delivered without undue delay and normally within 30 days after the contract is formed.

Delayed Orders

Please review your tracking information first if your order has not arrived within the expected timeframe.

Occasional delays do not necessarily mean that the parcel has been lost.

Contact our Customer Care team if:

Tracking has not updated for an unusual period
The estimated delivery date has passed
The carrier has advised that the parcel may be lost
You have not received the order within the agreed delivery period

We will review the tracking information and, where appropriate, raise an investigation with the carrier.

Where delivery by an agreed date was essential, or where delivery has not occurred within the legally applicable period, you may have rights to cancel the order and receive a refund.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please check carefully:

Recipient’s full name
House or building number
Street name
Town or city
Postcode
Contact telephone number
Email address

We will try to assist, but we cannot guarantee that an address can be changed after processing or dispatch has begun.

Where an incorrect or incomplete address causes a parcel to be delayed, returned or delivered incorrectly, additional delivery costs may apply before the order can be sent again, except where the error was caused by us.

Delivery Attempts and Safe Places

Depending on the carrier and delivery service, a parcel may be:

Delivered directly to the recipient
Left with a neighbour
Left in a nominated safe place
Taken to a collection point or delivery office
Scheduled for another delivery attempt

Any delivery preference provided to the carrier is subject to the carrier’s procedures and availability.

Please choose a safe place only where you are satisfied that it is secure and appropriate.

Parcels Marked as Delivered

Where tracking shows that a parcel has been delivered but you cannot locate it, please:

Check around the delivery address and any safe place
Ask other members of your household
Check with neighbours
Review any photograph or location information supplied by the carrier
Contact the carrier where appropriate

Please also contact our Customer Care team promptly so that we can review the delivery information and assist with an investigation.

A carrier’s delivered scan will be considered as evidence, but we will assess any dispute fairly and will not restrict your statutory rights.

Missed or Uncollected Deliveries

Where delivery is unsuccessful, the carrier may arrange another attempt or hold the parcel at a collection location.

It is the customer’s responsibility to follow the carrier’s instructions and collect the parcel within the stated period.

If a parcel is returned to us because it was not collected, delivery was refused or repeated attempts were unsuccessful, we will contact you regarding the available options.

Reasonable additional delivery charges may apply if you ask us to resend an order, except where the failed delivery resulted from our error or the carrier’s failure.

Damaged Parcels

Please inspect your parcel and products after delivery.

Contact our Customer Care team promptly if:

The parcel appears significantly damaged
An item has been damaged during transit
Products are missing
You received an incorrect item

Please provide:

Your order number
A description of the issue
Photographs of the outer packaging
Photographs of the shipping label
Photographs of the affected product

Please retain the packaging while the matter is being investigated.

Where an item is confirmed as damaged, missing or incorrect, we will provide an appropriate remedy in accordance with your legal rights.

Lost Parcels

A parcel may need to remain without movement for a specified period before the carrier will classify it as lost.

We may need to complete a carrier investigation before issuing a replacement or refund.

This does not remove any right you may have where goods are not delivered within the agreed or legally required timeframe.

Partial Deliveries

Orders containing more than one product may occasionally be sent in separate parcels.

You may therefore receive more than one dispatch confirmation or tracking number.

You will not be charged additional standard delivery fees solely because we divide an order into multiple parcels.

Changes and Cancellations

We will try to assist, but we cannot guarantee changes once the order has entered processing or has been dispatched.

Where cancellation before dispatch is no longer possible, you may return eligible goods after delivery in accordance with our Return and Refund Policy.

Ownership and Responsibility

Responsibility for the products normally passes to you when they are delivered to:

You
A person identified by you to receive the order
A safe place expressly nominated by you, where applicable

This does not limit any rights you may have where the goods were not properly delivered.

Returns

Information about returning products, cancelling online purchases, faulty goods and refunds is available in our Return and Refund Policy.

Free UK returns are available for eligible orders where the return is arranged using the method or prepaid label provided by QUIVE London.

Contact Us

For help with dispatch, tracking, delivery delays, damaged parcels or missing orders, please contact the QUIVE London Customer Care team through our Contact Us page.

Please include your full name and order number so that we can assist you efficiently.

Nothing in this Shipping Policy limits or excludes your statutory rights under applicable UK consumer law.