1. Shipping Overview

Sneakers Villa processes and delivers orders using established shipping and logistics providers. Depending on the delivery destination, parcel size, service availability, and operational requirements, your order may be delivered by Royal Mail, FedEx, or DHL.

• Order processing time: 1–3 business days
• Estimated shipping time: 5–7 business days
• Estimated total delivery time: 8–10 business days
• Order cut-off time: 9:00 PM UK time
• Business days: Monday to Friday, excluding UK bank holidays and public holidays
• Shipping partners: Royal Mail, FedEx, and DHL

The total estimated delivery time includes both the time required to process and prepare your order and the time required for the shipping carrier to deliver the parcel after dispatch.

2. Order Processing Time

All orders are normally processed within 1–3 business days. During this period, our team may complete payment verification, order confirmation, product checks, packaging, labelling, and preparation for collection by the selected shipping carrier.

Processing time is separate from shipping time. The estimated shipping period begins only after your order has been prepared, dispatched, and transferred to Royal Mail, FedEx, DHL, or another approved logistics partner.

Orders are not normally processed or dispatched on Saturdays, Sundays, UK bank holidays, or public holidays. Orders placed on these days will begin processing on the next available business day.

During busy periods, including seasonal sales, promotional campaigns, public holidays, Christmas, Black Friday, or other periods of increased demand, processing may take slightly longer than usual.

3. Order Cut-Off Time

Our daily order cut-off time is 9:00 PM UK time. Orders submitted before the cut-off time on a business day may begin processing on the same business day.

Orders placed after 9:00 PM, during weekends, or on public holidays will normally begin processing on the next available business day.

Placing an order before the cut-off time does not guarantee same-day dispatch. All orders remain subject to our standard processing period of 1–3 business days.

4. Estimated Shipping and Delivery Time

Once your order has been processed and dispatched, the estimated shipping time is 5–7 business days.

When combined with our processing period, the estimated total delivery time is approximately 8–10 business days from the date the order is placed.

Delivery estimates are provided as guidance and are not guaranteed delivery dates. Actual delivery times may vary due to:

• The customer’s delivery location
• Courier network capacity
• Weather conditions
• Public holidays and seasonal demand
• Transport disruptions or industrial action
• Incorrect or incomplete delivery information
• Remote or restricted delivery areas
• Security checks or carrier investigations
• Events outside the reasonable control of Sneakers Villa

5. Shipping Carriers

Sneakers Villa works with reputable shipping providers to deliver customer orders safely and efficiently. Depending on availability and the requirements of the shipment, we may use:

Royal Mail

Royal Mail may be used for standard deliveries within the United Kingdom. Royal Mail delivery services may include tracking, attempted delivery notifications, safe-place delivery, neighbour delivery, or collection from a local delivery office.

FedEx

FedEx may be used for selected tracked or express shipments. FedEx may provide tracking updates, estimated delivery windows, delivery notifications, signature services, or collection instructions where applicable.

DHL

DHL may be used for selected domestic or international logistics services. DHL may provide shipment tracking, delivery status updates, local delivery partner information, and instructions for missed deliveries.

The carrier used for an order is selected based on the delivery destination, parcel size, warehouse location, carrier availability, and service requirements. Customers may not always be able to choose a specific carrier at checkout.

In certain cases, the primary shipping carrier may transfer the parcel to a local delivery partner for final delivery. This may result in additional tracking information or a separate local tracking reference.

6. Shipping Destinations

Sneakers Villa primarily ships to valid residential and business addresses within the United Kingdom. Availability may vary for remote locations, islands, PO boxes, military addresses, and restricted delivery areas.

Customers must provide a complete, accurate, and deliverable address at checkout. We reserve the right to cancel or place an order on hold if the delivery address is incomplete, invalid, or outside our supported delivery area.

7. Shipping Charges

Any applicable shipping charges will be clearly displayed during checkout before the customer completes payment.

Shipping charges may depend on the delivery destination, parcel size, delivery service, order value, and any active shipping promotion.

Where free shipping is offered, it will apply only under the conditions stated on our website or at checkout. Free shipping offers may be subject to minimum order values, selected delivery areas, or promotional periods.

Additional charges resulting from an incorrect address, an uncollected parcel, a refused delivery, or a customer-requested reshipment may be payable by the customer.

8. Order Confirmation

After placing an order, customers should receive an order confirmation email at the email address entered during checkout.

The confirmation email acknowledges that the order has been received. It does not mean that the order has been processed, approved, or dispatched.

Customers are responsible for checking the order confirmation and informing us promptly if any product, quantity, contact detail, or delivery address is incorrect.

9. Dispatch Confirmation and Tracking

Once an order has been dispatched, we will normally send a shipping confirmation email containing the available tracking details.

Tracking information may be provided directly by Sneakers Villa or by Royal Mail, FedEx, DHL, or a local delivery partner.

Tracking information may take approximately 24–72 hours to become active after dispatch. A temporary delay in tracking updates does not necessarily mean that the parcel has not been shipped.

Customers should regularly review their tracking information for:

• Estimated delivery dates
• Courier delays
• Attempted delivery notifications
• Safe-place delivery information
• Neighbour delivery details
• Collection instructions
• Address problems
• Requests for additional information

10. Multiple Shipments

Orders containing multiple products may occasionally be divided into separate parcels. This may happen when products are stored at different fulfilment locations, require different packaging, or are dispatched through different carriers.

Separate parcels may arrive on different days and may have separate tracking numbers. Receiving one parcel does not necessarily mean that the entire order has been delivered.

Customers should review all shipping confirmation emails and tracking references before reporting an item as missing.

11. Delivery Address Requirements

Customers are responsible for providing complete and accurate delivery information, including:

• The recipient’s full name
• House number, flat number, or building name
• Street name
• Town or city
• County, where applicable
• Correct postcode
• Country
• Valid telephone number
• Valid email address

Sneakers Villa is not responsible for delivery delays, failed deliveries, lost parcels, or additional costs caused by incomplete or incorrect information entered by the customer.

12. Address Changes

If you identify an error in your delivery address, contact us immediately at info@sneakersvilla.co.uk or call +44 7920 942411.

We will make a reasonable effort to update the delivery address before dispatch. However, we cannot guarantee that an address can be changed after processing has started.

Once a parcel has been handed to Royal Mail, FedEx, DHL, or another carrier, we may be unable to redirect or amend the shipment.

If a parcel is returned because the customer entered an incorrect or incomplete address, the customer may be required to pay additional shipping costs before the order is resent.

13. Delivery Attempts

Depending on the carrier and delivery service, Royal Mail, FedEx, or DHL may:

• Deliver the parcel directly to the recipient
• Leave the parcel in an authorised safe place
• Deliver the parcel to a neighbour
• Leave the parcel with a reception desk or building concierge
• Attempt delivery on another day
• Take the parcel to a local collection point or delivery office
• Request that the customer arrange redelivery

Customers are responsible for monitoring delivery notifications and following the carrier’s instructions within the stated timeframe.

14. Missed and Uncollected Deliveries

If a delivery attempt is unsuccessful, the carrier may leave instructions explaining how to arrange redelivery or collect the parcel.

Parcels held at a delivery office or collection point must be collected within the period specified by the carrier.

If a parcel is returned to Sneakers Villa because it was not collected, delivery was refused, or redelivery was not arranged, we may deduct reasonable shipping and return costs from any applicable refund, where permitted by law.

If the customer requests that the parcel be shipped again, an additional shipping charge may apply.

15. Delivery Delays

We aim to deliver every order within the estimated timeframe. However, delays may occur due to circumstances beyond our reasonable control.

These circumstances may include severe weather, public holidays, transport disruptions, carrier backlogs, industrial action, technical issues, remote delivery locations, security checks, or unusually high order volumes.

Sneakers Villa is not responsible for delays caused solely by the shipping carrier or external events beyond our reasonable control. However, we will provide reasonable assistance and help customers obtain available tracking information.

16. Delayed Tracking Updates

Tracking systems do not always update in real time. Parcels may move between facilities without a new scan appearing immediately.

Customers should allow a reasonable period for tracking information to update before contacting us. In many cases, delayed tracking information will update automatically once the parcel reaches the next carrier facility.

17. Lost Parcels

A parcel is not automatically considered lost because it has passed the estimated delivery date or because tracking has not recently updated.

If your parcel has not arrived after the estimated delivery timeframe, please contact our customer service team with your order number.

We may open an investigation with Royal Mail, FedEx, DHL, or the relevant local delivery partner. Carrier investigations may take several business days to complete.

A replacement or refund will only be considered after the carrier investigation has been completed and the parcel has been confirmed as lost, where appropriate.

18. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please complete the following checks:

• Check all entrances and safe places around the property
• Ask household members whether they accepted the parcel
• Check with neighbours
• Contact the building concierge or reception desk
• Review any delivery photograph or GPS information
• Check for a delivery card or courier notification
• Allow up to 24 hours in case the delivery scan was recorded early

If the parcel remains missing, contact us promptly so that we can review the tracking information and raise an enquiry with the carrier where appropriate.

19. Damaged Parcels

If a parcel arrives visibly damaged, please take photographs of the package before opening it.

After opening the parcel, take clear photographs of:

• The outer packaging
• The shipping label
• The internal packaging
• The damaged product
• Any missing or broken components

Contact us as soon as possible and include your order number and photographic evidence. We may require this information to assess the issue and submit a claim to Royal Mail, FedEx, DHL, or the relevant delivery partner.

20. Incorrect or Missing Products

If you receive an incorrect product or believe an item is missing from your order, please contact us promptly.

Include your order number and clear photographs of the parcel, delivery label, products received, and any packing documents.

We will review the information and provide an appropriate solution in accordance with our Return and Refund Policy.

21. Refused Deliveries

Customers should not refuse a delivery unless instructed to do so by Sneakers Villa.

Refusing delivery does not automatically qualify an order for a full refund. Any applicable shipping, return, handling, or carrier charges may be deducted from the refund where permitted by law.

22. Safe-Place and Neighbour Deliveries

Royal Mail, FedEx, DHL, or a local delivery partner may leave a parcel in a safe place or with a neighbour where this is permitted by the delivery service.

If the customer provides specific safe-place instructions, the customer accepts responsibility for the parcel once it has been delivered according to those instructions.

Customers should ensure that any nominated safe place is secure, sheltered, and accessible to the delivery carrier.

23. Delivery to Business or Shared Addresses

Orders delivered to offices, apartment buildings, hotels, student accommodation, reception desks, shared properties, or commercial premises may be accepted by another authorised person at the address.

A parcel will normally be considered delivered once accepted by reception staff, a building concierge, an employee, a household member, or another authorised recipient at the delivery address.

24. Order Cancellations Before Dispatch

Customers should submit cancellation requests as soon as possible.

We cannot guarantee cancellation once an order has entered processing, packaging, or dispatch preparation.

If an order has already been dispatched, the customer may need to wait for delivery and follow the return procedure described in our Return and Refund Policy.

25. Changes to Orders

Requests to change a product, size, colour, quantity, or delivery address must be submitted before the order is processed.

We cannot guarantee that an order can be changed after it has been confirmed. Where a change cannot be completed, the customer may need to follow the applicable cancellation or return process.

26. Risk and Responsibility

Responsibility for the parcel generally passes to the customer once delivery has been completed at the address provided during checkout.

This may include delivery to the customer, a household member, a nominated safe place, a neighbour, a reception desk, or another authorised recipient.

Nothing in this policy is intended to limit or exclude any rights available to customers under applicable UK consumer law.

27. Events Beyond Our Control

Sneakers Villa will not be responsible for a failure or delay in delivery caused by events beyond our reasonable control.

Such events may include natural disasters, severe weather, government restrictions, transport interruptions, strikes, courier network failures, public emergencies, customs restrictions, system outages, or other unforeseen circumstances.

Where such an event occurs, delivery obligations may be suspended for the duration of the disruption. We will make reasonable efforts to keep affected customers informed.

28. Customer Support

For assistance with tracking, delayed shipments, incorrect addresses, damaged parcels, missing products, or other delivery concerns, please contact our customer service team.

To help us respond efficiently, include your full name, order number, delivery postcode, and a clear explanation of the issue.

29. Updates to This Shipping Policy

Sneakers Villa may update this Shipping Policy from time to time to reflect changes in our delivery services, carrier partnerships, fulfilment procedures, legal requirements, or business operations.

The latest version of this policy will be published on our website. Customers should review the policy before placing an order.

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