SHIPPING POLICY INCLUDES SHIPPING COST, HANDING TIME, AND TRANSIT TIME APPLICABLE TO ALL PRODUCTS ON THE WEBSITE
Order Cut-Off Time
Orders placed before 8:00 AM (GMT/BST) will be processed on the same business day. Orders placed after this time will begin processing on the next business day.
Handling Time
Our handling time — the period required to prepare your order before shipment— is 2 to 3 business days (Monday through Friday).
Transit Time
Transit time depends on the destination and carrier. For all destinations, the estimated transit time is:
Within the UNITED KINGDOM: 3 to 7 business days (Monday through Friday)
- International : 7 to 14 business days (Monday through Friday)
Total Delivery Time
Total delivery time includes both handling and transit time. Based on customer locations, the estimated delivery window is:
Within the UNITED KINGDOM: 5 to 10 business days
- International : 9 to 17 business days
Business Days
Business days are Monday through Friday, excluding United Kingdom public holidays.
Shipping Cost
United States
FREE SHIPPING on all UNITED KINGDOM orders
No minimum purchase required
Buying multiple items does not increase shipping cost
International Orders
A flat shipping fee of $6.99 USD applies to all international orders
Whether you buy 1 item or multiple items, the shipping fee remains $6.99 total, with no additional charges
DO YOU PROVIDE TRACKING INFORMATION?
Absolutely.
You’ll receive an email with tracking details once your order has shipped.
If you haven’t received tracking information within 5 business days after placing your order, please contact us at:
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same order may sometimes be shipped separately, even if you selected combined shipping.
If this happens, rest assured all packages will arrive — and each will have its own tracking number.
DELIVERY DELAYS
While we do everything possible to ensure timely delivery, delays may occur due to:
Incorrect or incomplete delivery details
Customs clearance
High-volume shipping seasons (e.g., holidays)
HOLIDAY SHIPPING (HALLOWEEN, CHRISTMAS, ETC.)
We do not charge extra for shipping during holidays, but delivery may take longer.
Please allow an additional 2–8 business days for shipments during peak holiday periods.
REFUSED OR UNDELIVERABLE ORDERS
If your order is returned to us due to:
Refusal upon delivery
Unclaimed package
Incorrect address provided by the customer
You will not be responsible for any additional fees.
We will handle:
All shipping costs, and
No restocking fee will be charged under any circumstances.
MISSING OR LOST PACKAGES
If your tracking shows “Delivered” but you haven’t received your package:
Check with your neighbors or local postal office.
Occasionally, carriers mark items as delivered before actual delivery. Wait 1 business day.
If your package still hasn’t arrived, contact the carrier (USPS, UPS, or FedEx) to file a claim.
Please notify us within 48 hours of the marked delivery date if your package is missing.
Claims must be filed within 15 days of shipment.
While CUSTOMLYVIBE is not directly responsible for lost or stolen packages, we will gladly assist you in filing a carrier claim.
Your package is typically insured and eligible for compensation.
EMERGENCY OR FORCE MAJEURE SITUATIONS
Shipping delays may occur due to natural events or unforeseen emergencies, such as:
Severe weather
Natural disasters
Carrier strikes or lockdowns
CUSTOMLYVIBE (TMX ECOMMECE LTD) is not liable and will not issue refunds or credits for delays caused by factors beyond the carrier’s control.
CONTACT INFORMATION
Address: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Email: support@customlyvibe.com
Support Hours: Monday – Friday, 6:00 AM – 5:00 PM (GMT/BST)