Shipping policy

Fulfilment, Shipping, and Postage Policy
Faunalux Ltd

General
All orders are shipped from our stock in the UK.

We pack orders Monday - Friday as standard. Not including Bank Holidays and other public holidays in the UK.

We aim to despatch orders as quickly as possible. Normally this is within 24 hours (working days only) of your order being placed, however sometimes it may take up to 3 working days to process and pack your order. As you will understand, the items we sell require specialist packaging or preparation. This takes time, especially as we are a small team.

Accordingly, we emphasise that timescales are always estimates rather than guarantees. We do, on occasion need to allow our team to work through any temporary backlogs that may occur due to high order levels or other similar factors.

There are a range of delivery options offered a checkout. You may have the option for a tracked service, which we recommend you choose for your security and ours. The tracking code and service may be different depending on your order.

You can check options and select the best method for you at checkout and around 95% of our orders do arrive within the stated timescales.

UK Delivery Options
We have standard delivery rates built-in to the store system for normal operation. We choose different couriers depending on current lead times and expected delivery dates. The cost is the same to you, regardless of courier we choose. If your order contains multiple items, it may be shipped via different couriers.

For large orders over a certain weight, the system will generate an option for free delivery. This delivery option is a Priority Tracked Service, but is free to you.

If you would like to arrange a bespoke delivery, for example a courier of your own choice, or arrange for delivery on a specific day, then please get in touch via email and we can try to assist: info@fauna-lux.com.

The checkout page lists different options. Below we have described what each option corresponds to:

Standard Parcel (UK)
We may use one of the following services:
Royal Mail Tracked 48®
Royal Mail Second Class
Parcelforce Express 48
EVRI Standard
Yodel Shop
DPD Saver
UPS Saver
Another service of our choice

Priority Parcel (UK)
We may use one of the following services:
Royal Mail Tracked 24®
Royal Mail First Class
Parcelforce Express 24
EVRI Express
DPD Express
UPS Express
Another service of our choice

Fulfilment Services
A fulfilment service is a company dedicated to packing and shipping orders for stores like ours. It is a warehouse with a dedicated team picking and packing orders as they come in from a range of different stores.

On occasion, such as when our small team is away or during busy periods, we may utilise a fulfilment service to pick, pack, and ship some orders.

When this happens, delivery times may be different to normal depending on the fulfilment service we utilise. The courier may also be different, depending on the fulfilment service we utilise.

Minimising Waste and Plastics
We do our part to minimise plastic. Therefore, we have opted to use all-recyclable paper and cardboard packaging when items are shipped from our own storage.

We opt for recyclable paper tape, paper document bags, and paper wrapping material. This means when you get your product, everything it comes packaged in is 100% recyclable. We're proud of this hard work, and hope you appreciate the effort we've put in to minimise our impact on the planet and the nature we love so much.

*This may not apply if your package is sent by a fulfilment partner.

Delivery Zones and International Orders
We can theoretically ship worldwide. As standard our system is linked with multiple services, including a service in the UK called Royal Mail, an iternational service from Teleship, and some services from UPS. However, there may be times in which we choose a different system and courier to the one you have selected, depending on your location and courier demand.

You must be aware that at checkout you may be asked to pay taxes in-line with your local laws and regulations as well as shipping costs to get items to you. See the section below for more information on customs and taxes on international orders.

Orders over 2kg or 60cm in length may not be able to be despatched to some addresses, including those in the UK Highlands or UK Island addresses. However, we will endeavour to work with you on a solution if you struggle, please email us at info@fauna-lux.com for help!

Customs Charges and Local Taxes
We can theoretically ship worldwide, but we do not cover the cost of any additional charges such as local taxes or customs charges for outside the EU or UK as standard. If your order qualifies, the system will generate the costs to ship to you inclusive of all taxes and duties. However be aware that this option does not always appear.

Taxes and Duties are collected at the point of payment (at checkout) for orders outside of the UK, as the system must know your delivery address before it can calculate your local VAT rates.

You as the buyer are 100% responsible for the taxes, VAT, duties, and import fees. Before paying for your order, be sure to calculate all costs that you may incur.

Customs and import costs can add significant times to your estimated delivery. This means there may be delays in you receiving your order. You can contact your local customs office for information on this.

We can usually offer a bespoke DDP (Delivered Duties Paid) service, but if this option doesn't appear at checkout you must first contact us so that we can manually calculate costs for you. Email us before placing your order to discuss this: info@fauna-lux.com.

Incorect Items
Everyone is human, we all make mistakes. Sometimes accidents happen and these may be you accidentally ordering the wrong item, or a member of our team packing the wrong item.

If you as the customer selected the incorrect item and completed a checkout, and it has arrived to you and the item remains unopened in it's original packaging, then you must pay all costs and charges to get the item back to us. For more information see our Returns and Refund Policy.

If you as the customer selected the correct item but the wrong item was shipped, and it has arrived to you, then Faunalux may pay the costs of return. Contact us for more information and provide us with your order details: info@fauna-lux.com.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Lost Parcels
Although extremely rare, sometimes items may go missing in the postal system. For this reason, we usually recommend choosing an option that has high levels of tracking with signatures included. This gives us a much better chance of finding your missing parcel, and raising a claim with the shipping partner.

We normally allow the maximum stated delivery time, plus an extra 2 working days before investigating a lost parcel.

Please allow the maximum stated time, plus an extra 2 working days, before raising a concern over a lost parcel. If after this time your parcel has still not arrived, please email us at info@fauna-lux.com and we will endeavour to make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.