Shipping policy

Welcome to Millie's Moss. We specialise in the sale and distribution of freshly made sea moss products. This Shipping Policy explains how we process, dispatch, and deliver orders, so please read it carefully before placing an order.

1. Delivery Process

Delivery time includes both our handling or production time and the time taken by the courier to deliver your order.

Total delivery time = handling time + transit time

2. Handling Time

As many of our products are freshly made to order, all orders are subject to a handling or production time of 1 to 3 business days, Monday to Friday.

3. Delivery Timeframes

Once your order has been dispatched, estimated transit times are as follows:

UK standard delivery: 1 to 2 business days
UK express delivery: next business day (order by 1pm, Monday to Friday, delivered the next working day after the date of production)
Europe: 3 to 5 business days
Rest of world: 6 to 7 business days

Taking production into account, most UK standard orders arrive within 2 to 5 business days of ordering.

International delivery times can vary depending on the destination country, local courier networks, and customs clearance. Please note that all delivery timeframes are estimates only and are not guaranteed.

4. Shipping Providers

We primarily use Royal Mail to deliver our orders. However, we reserve the right to use alternative courier services where necessary to ensure efficient and reliable delivery.

5. Shipping Rates

Our current delivery rates are as follows:

UK standard delivery: Free
UK express delivery: £5.99
Delivery to Ireland: £8.00

Shipping rates for all other destinations will be calculated and displayed at checkout.

6. Incorrect or Incomplete Addresses

Customers are responsible for providing a full and accurate delivery address when placing an order. Because many of our products are perishable, it is especially important that delivery details are correct.

If an order is returned to us because:

the address provided was incorrect or incomplete, or
the recipient was unavailable to accept delivery,

the customer may choose either:

to have the order re-sent, or
to receive a refund, less the applicable re-delivery or return costs.

A £4.99 re-delivery fee will apply where re-shipping is requested.

7. Packaging

Our sea moss products are freshly made and carefully packaged to help maintain freshness and protect them during transit. Where possible, we use eco-friendly packaging materials.

For perishable items such as our sea moss gels, insulated packaging is available to add to your order free of charge at checkout. Insulated packaging helps keep products cool in transit but does not guarantee against courier delays.

8. Damaged, Faulty, or Missing Items

We take great care to package every order securely, but very occasionally an item can be damaged in transit. If your order arrives damaged, faulty, or incomplete, please contact us at support@milliesmoss.com within 3 days of delivery so we can put it right.

To help us resolve your claim quickly and, where relevant, raise it with the courier, we ask that you:

Keep the affected item(s) and all original packaging (including the outer box and any protective materials) until your claim is fully resolved. Please do not dispose of anything, as it may be needed to complete the claim.
Send clear photographs showing: the damaged item(s); the outer packaging and postage label exactly as received; and any leakage or damage to the packaging itself.

Once we have received this information, we will review your claim and, where it is verified, offer a suitable replacement or refund. Eligible orders are replaced whether or not Delivery Guarantee+ was purchased. We may request further details where needed.

We reserve the right to decline a claim where the required evidence is not provided, or where the information supplied is incomplete or inconsistent with the reported issue. This does not affect your statutory rights under applicable consumer law.

9. Shipping Protection (Delivery Guarantee+)

For added peace of mind, you can add Delivery Guarantee+ to your order at checkout.

Where an order is lost or damaged in transit, we replace eligible orders whether or not Delivery Guarantee+ was purchased, subject to Section 8 above. Delivery Guarantee+ additionally provides:

Cover for theft after delivery, once your parcel has been successfully delivered to the address provided
A fast-tracked, no-quibble replacement where an order is lost or damaged in transit, without the standard claim review

If you experience an issue with your delivery, please contact us at support@milliesmoss.com with the details and, where relevant, the supporting photographs described in Section 8. Terms and eligibility apply, including Section 10 below.

10. Fair Use and Misuse of Claims

Our damage, loss and theft cover, including Delivery Guarantee+, is offered in good faith so that genuine customers are looked after quickly.

We reserve the right to request further evidence, to decline a claim, and to withdraw access to Delivery Guarantee+ or to refuse future claims, where:

a claim is found to be fraudulent, exaggerated or misrepresented;
a claim is supported by images or documents that have been edited, altered, digitally manipulated or artificially generated, or that do not show the actual item supplied by us;
the information provided is materially inconsistent with the issue reported, with the condition of the goods, or with carrier tracking records; or
a customer makes repeated claims that cannot be substantiated.

Where we decline a claim, we will explain the reason. Nothing in this section affects your statutory rights under applicable consumer law, and it does not apply to genuine claims that are simply difficult to evidence.

11. International Shipping

We offer international shipping to selected destinations.

Please note that customs duties, import taxes, local fees, or similar charges may apply depending on the destination country. These charges are the responsibility of the customer and are not included in our product prices or shipping charges unless stated otherwise.

12. Tracking

Once your order has been dispatched, we will send tracking details to the email address provided at checkout. Please allow up to 24 hours for tracking information to become active.

13. Perishable Products Disclaimer

Many of our products are freshly made to order and contain no preservatives. Because of this, it is important that the parcel is received at the first attempted delivery wherever possible.

Once the courier has made the first delivery attempt, we cannot accept responsibility for any deterioration in product condition caused by delayed receipt, missed delivery, or the parcel being left uncollected.

If an order is returned to us as undeliverable, or if local duties, taxes, or customs charges are not paid by the customer, we reserve the right not to offer a refund or replacement.