Shipping policy
Shipping Policy
Last updated: September 2026
At Freshity, we aim to process, dispatch and deliver every order safely and as quickly as possible. Please read our shipping information carefully before placing your order.
United Kingdom Shipping
Shipping Options
| Service | Price | Estimated Delivery |
|---|---|---|
| Standard Delivery | FREE on orders over £40 / £3.99 on orders under £40 | 2–3 working days |
| Express Delivery | £5.99 | 1–2 working days |
Delivery estimates apply after dispatch and are not guaranteed unless expressly stated otherwise.
Processing & Dispatch
UK Mainland orders are normally processed within 48 hours, Monday to Friday, excluding UK public holidays.
Orders are shipped using reliable delivery partners, with the appropriate service selected according to the order, destination and delivery option selected at checkout.
Orders placed after 12:00 PM on Friday, or during weekends or public holidays, will normally be processed on the next working day.
Working days are Monday to Friday, excluding UK public holidays.
During exceptionally busy periods, new product launches, major promotions or periods of high demand, processing may take slightly longer.
UK Delivery
Deliveries to the Scottish Highlands, Islands, Northern Ireland and other remote areas may require additional delivery time.
Once your order has been dispatched, you will receive an email containing your tracking information, where available.
Please allow some time after receiving your dispatch confirmation for the carrier's tracking system to update.
Delivery may occasionally be affected by circumstances outside our reasonable control, including severe weather, postal disruption, strikes, transport disruption and carrier delays.
Address Accuracy & Customer Responsibility
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check your delivery details before completing checkout.
If you notice an error after placing your order, please contact Freshity as soon as possible. We cannot guarantee that an address can be amended once an order has entered processing or has been dispatched.
If a UK parcel is returned to Freshity because an incorrect or incomplete address was supplied by the customer, the following charges may apply before the parcel is resent:
Return charge: £5
Reshipping charge: £5
These charges will not apply where the delivery problem was caused by Freshity or the delivery provider.
Freshity cannot accept responsibility for delivery to an incorrect address where the order was dispatched using the address supplied by the customer, subject always to your statutory rights.
Lost or Misdelivered UK Parcels
If tracking indicates that your parcel may have been lost or misdelivered due to a courier issue, please contact Freshity.
We will raise an investigation with the relevant delivery provider.
Where the carrier confirms that an order has been lost or misdelivered, Freshity will provide an appropriate replacement, refund or other remedy in accordance with your applicable consumer rights.
European Shipping
Freshity offers international delivery to selected European countries using DPD International, subject to destination, product and carrier availability.
The countries currently available for European delivery will be displayed at checkout.
DPD European Delivery
Our current European delivery service is:
DPD Europe – Duties & Taxes Included
Shipping: £12
FREE European delivery on eligible orders over £150
Estimated delivery: 3–5 working days after dispatch
The applicable delivery charge will be displayed at checkout before you complete your order.
Delivery estimates are provided as guidance and are not guaranteed unless expressly stated otherwise.
European Duties & Import Taxes
Eligible European orders are shipped using Freshity's DPD DDP (Delivered Duty Paid) international service.
Under our eligible DDP service, applicable import duties and taxes are paid by Freshity, so customers should not normally be required to pay additional import duties or taxes when their order is delivered.
Our aim is to provide a straightforward international shopping experience, with the applicable import duties and taxes covered as part of an eligible DDP order and no unexpected import tax or duty bill on delivery.
If a particular destination or order cannot be shipped using our DDP service, we may contact the customer before dispatch where further information or action is required.
Customs authorities retain the right to inspect international shipments, and customs processing may occasionally result in additional delivery time.
European Delivery Times
DPD European delivery is normally estimated at 3–5 working days after dispatch.
International delivery estimates may be affected by circumstances including:
- Customs inspections or processing
- Local public holidays
- Severe weather
- Transport disruption
- Industrial action
- Security checks
- Carrier delays
- Circumstances outside Freshity's reasonable control
Customs clearance and border-processing times are outside Freshity's direct control.
A delay in tracking or customs processing does not automatically mean that a parcel has been lost.
DPD Tracking
European orders are dispatched using DPD International.
Once your order has been dispatched, tracking information will be sent using the contact information provided when the order was placed.
DPD may use your email address and/or telephone number to provide tracking information and delivery notifications.
Customers are responsible for ensuring that the email address and telephone number entered at checkout are accurate.
Please allow some time after dispatch for tracking information to become active.
International Perfume Shipping
Perfumes containing alcohol are subject to international transport, customs and dangerous-goods requirements.
Freshity uses an appropriate international delivery service for eligible perfume shipments.
As a result of international transportation requirements, certain products, quantities or destinations may occasionally be unavailable for international delivery.
If Freshity or DPD determines that an order cannot be safely or legally transported to the selected destination, we will contact the customer.
Where we cannot fulfil the order, an appropriate refund will be provided.
International Address Requirements
International customers must provide a complete and accurate delivery address.
Please ensure that you provide the correct:
- Full name
- House or building number
- Street
- City
- State, province or region where applicable
- Postcode
- Country
- Telephone number
- Email address
Please check this information carefully before completing checkout.
If you discover an address error after ordering, contact Freshity as soon as possible.
Once an international order has entered processing or been dispatched, we may not be able to amend its delivery address.
Where a parcel is returned because the customer supplied an incorrect or incomplete address, Freshity may recover reasonable additional shipping, return, customs or carrier charges actually incurred as a result, where permitted by applicable law.
Refused or Undeliverable International Parcels
If you no longer want your international order, please do not simply refuse the delivery.
Where possible, accept the parcel and contact Freshity to discuss the appropriate return procedure.
If an international parcel is refused, unclaimed or returned because of circumstances attributable to the customer, Freshity may incur additional return shipping, customs, handling or carrier charges.
Where permitted by applicable law, reasonable costs actually incurred may be deducted from any applicable refund.
This does not apply where the delivery failure was caused by Freshity or our delivery provider, or where applicable consumer law provides otherwise.
Lost International Parcels
If your DPD tracking has not updated for an unusual period or you believe your international parcel may have been lost, please contact Freshity.
We will investigate the shipment with DPD.
Please allow reasonable time for the carrier investigation to be completed.
Where the carrier confirms that an order has been lost, Freshity will provide an appropriate replacement, refund or other remedy in accordance with your applicable consumer rights.
Damaged Orders
If your order arrives damaged, please contact Freshity as soon as reasonably possible after delivery.
To help us investigate the issue, please retain:
- The perfume or other product
- Original product box and packaging
- Shipping carton
- Shipping label
- Protective packaging
We may ask you to provide clear photographs or other reasonable evidence showing the damage to the parcel and/or product.
Please do not dispose of the product, shipping carton or packaging until our team has reviewed your claim and advised you that they are no longer required.
Where an item is confirmed as damaged, faulty or incorrect, Freshity will provide an appropriate remedy in accordance with applicable consumer law.
International Returns
Because alcohol-based perfumes are subject to dangerous-goods transportation restrictions, customers must contact Freshity before attempting to return an international perfume order.
Please do not send an international perfume return through an ordinary postal or courier service without first confirming that the service is authorised to accept it.
Customers wishing to return an international order should follow the instructions provided by Freshity Customer Service.
Full information regarding return eligibility, return costs, cancellations and refunds can be found in our Returns & Refunds Policy.
Order Cancellations
If you need to cancel an order, please contact Freshity as soon as possible.
Where an order has already entered processing, fulfilment or dispatch, we may not be able to stop the shipment.
Where applicable, this does not affect statutory cancellation or withdrawal rights available to the customer.
Delivery Delays
We work hard to dispatch and deliver orders within the estimated delivery times shown on our website.
However, circumstances outside our reasonable control may occasionally cause delays, including severe weather, customs processing, strikes, carrier disruption, transportation problems and other unforeseen events.
If your parcel is significantly delayed, please contact Freshity and we will investigate the shipment with the relevant delivery provider.
Nothing in this policy limits any rights or remedies you may have under applicable consumer law.
Customer Support
If you have any questions regarding delivery, tracking or an international shipment, please contact Freshity Customer Service.
For existing orders, please provide your:
Order number
Full name
Delivery postcode
This will allow our team to locate and investigate your order more quickly.
Statutory Rights
Nothing contained in this Shipping Policy is intended to exclude, restrict or override any mandatory consumer rights available to you under applicable law.
This is the version I'd put into Shopify. It keeps Standard Delivery for the UK so you're not tied to Royal Mail, while specifically showing DPD International for Europe because that's the service you're setting up.
Before publishing the strongest DDP claim, I'd still confirm your DPD contract says Freshity is billed for all applicable import VAT/duties and clearance charges for each country you enable.