Fast, Free Shipping within the United Kingdom
Fast, Free Shipping is included on all orders to customers within the United Kingdom.
We don’t want to mess around with fine print and extra charges, we like things to be simple and easy.
International Shipping
Please be aware that our products are made specifically for the United Kingdom market. Our products have generally not been certified for use with other countries’ electrical safety standards, but all of our products are certified to United Kingdom standards. We will happily ship our fantastic products to international customers. Due to the extremely wide variety of product dimensions, we will provide an up-to-date shipping price quote for you upon request. If you are happy with our shipping quote, we will prepare an order and payment through our ultra-secure online payment gateway.
Order Policy
Order Confirmation
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorised your credit card for the purchase. As soon as we receive your order, we automatically check to confirm that your order is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email to see if alternate arrangements can be made.
Order Processing Time
If your item(s) are available for immediate shipment (within 3 business days), we will process the charges and get to work preparing your order for shipment.
Shipping Confirmation and Tracking
If your order is in stock and we process the charges to your credit card, it will ship within three business days from the date of your order. We will send you a shipping confirmation within 24 hours of your order leaving the warehouse to the email address you provided at checkout. If you do not receive a shipping confirmation from us within four business days of your order, feel free to follow up with us at info@regalflow.co.uk.
Damages and Returns
Damaged Items
Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery or refuse to accept the delivery.
If you do accept delivery, you are required to immediately take photos using your smartphone or camera of the damaged packaging or products inside the packaging.
If your item(s) arrive damaged, please send photos to info@regalflow.co.uk, then visit our Returns page and lodge your return claim online.
Missing Delivery: Solutions & Support
If your Regal Flow order has not arrived, or tracking shows your delivery status as delivered but the package is missing, please follow this guide. We prioritize solving all issues related to late shipment and lost parcels.
1. Initial Checks for Delayed or Missing Parcels
Before contacting us about a late delivery, please conduct these checks. This is often the quickest way to locate your missing package:
- Review Tracking Updates: Use the tracking number from your order confirmation to check the courier's website for the most current status of your shipment.
- Check Delivery Locations: Search carefully in all potential safe places (e.g., porch, shed, concealed spots). Couriers sometimes leave parcels out of direct sight.
- Ask Neighbours: Confirm if a neighbor or building manager accepted the delivery on your behalf.
- Allow for Delays: If the tracking status is stuck, please allow an extra 2 working days as scans are sometimes delayed or missed during peak shipping periods.
2. When to Report a Lost or Undelivered Order
You must contact our customer service team if your package remains undelivered or the status has been "Delivered" for 3-5 working days without the package being in your possession.
Crucial Point: If your delivery is lost, the courier will instruct you to contact the sender (us) to initiate the formal claim. We cannot process claims initiated directly by the recipient.
3. Our Missing Package Investigation Process
Once reported, we immediately begin the process to locate your lost shipment. This ensures we adhere to all supplier and courier investigation protocols.
| Step | Detail | Timeline |
|---|---|---|
| 1. Inquiry Opened | We formally notify the supplier and courier to launch a Missing Parcel Investigation. | Immediate |
| 2. Courier Tracing | The courier performs a detailed search, including contacting the driver and reviewing GPS data/Proof of Delivery (POD). | 3-5 Working Days |
| 3. Final Outcome | We receive the official decision, confirming if the package is lost or found. | Upon completion of tracing |
Important Note: We cannot authorise a replacement order or delivery refund until the courier has concluded their formal investigation and declared the parcel lost. This policy prevents double shipments and secures the necessary insurance claim.
4. Next Steps: Refund or Replacement
After the investigation (typically within 5 working days), we will contact you immediately with a resolution:
- ✅ Package Located: We confirm the updated delivery timeline and tracking details.
- ✅ Package Confirmed Lost: You will be offered a priority replacement shipment (subject to stock availability) or a full refund for the undelivered order.
