Fulfilment policy
Delivery
Dispatch times, delivery windows, rates and destinations. UK standard delivery is free on orders over £75.
Dispatch
Orders are picked and dispatched by our supply partners within 1 to 3 business days of payment clearing. Orders placed at the weekend or on a UK bank holiday start on the next working day.
You will get an email when the order is confirmed and a second email when the parcel leaves, with tracking where the service provides it.
Rates and delivery windows
| Service | Delivery window | Cost |
|---|---|---|
| UK standard | 7–14 business days from dispatch | £3.95 — free on orders over £75 |
| UK tracked | 5–9 business days from dispatch | £6.95 |
| Europe | 10–18 business days from dispatch | £8.95 |
| Rest of world | 12–21 business days from dispatch | £8.95 |
All amounts are in Pounds Sterling (GBP). Delivery is charged once per order, not per item. The total, including delivery, is shown before you confirm payment.
Where parcels are sent from
We do not hold stock in a warehouse of our own. Orders are shipped by our supply partners and some parcels are sent from outside the United Kingdom. We do not describe any order as dispatched from a UK warehouse, because that is not how this shop works.
Where an order contains several pieces, they may travel in separate parcels and arrive on different days at no extra charge to you.
Import duty and tax
If your parcel is sent from outside your country, your customs authority may charge import duty, VAT or a handling fee before it is released. Those charges are set by your government, not by us, and they are payable by you. See Import duties and restrictions.
Where we deliver
We deliver to most countries. A small number of destinations are excluded because our supply partners cannot ship to them reliably; if yours is one, the checkout will tell you before you pay.
We cannot deliver to a PO box or a poste restante address, and we cannot change a delivery address once a parcel has left.
Late, lost and undelivered parcels
- Running late. Write to support@neurovai.shop if a parcel has not arrived by the end of its delivery window. We will chase the carrier.
- Presumed lost. If a tracked parcel shows no movement for 10 business days, or an untracked parcel is 10 business days past the end of its window, we treat it as lost and will replace it or refund it in full, including the delivery you paid.
- Returned to sender. If a parcel comes back because the address was wrong or nobody accepted it, we will refund the goods but not the original delivery charge. We will contact you before doing anything.
Checking your order
Open your parcel and check it within a few days of delivery. If anything is missing, damaged or not what you ordered, email support@neurovai.shop with photographs and we will put it right at our cost.
Questions about a delivery in progress go to support@neurovai.shop, answered within one business day, Monday to Friday, 09:00–17:00 UK time.