Shipping policy

Shipping Policy

Last updated: 1 July 2026

1) Overview

This Shipping Policy explains how we deliver orders, our delivery timeframes, shipping costs, and what happens if there are issues with your delivery.

Please read this policy carefully. For information about returns and refunds, please see our Returns & Refunds Policy.

2) Shipping destinations

We currently ship to:

  • United Kingdom (UK) - Standard and Express options available
  • European Union (EU) - Standard shipping available

If you are outside these areas, please contact us at hello@thepostbioticcompany.co.uk to enquire about shipping options.

3) Delivery timeframes

3.1) UK Shipping

Standard Shipping:

  • Delivery timeframe: 3-5 business days from dispatch
  • Business days: Monday to Friday (excluding UK public holidays)
  • Processing time: Orders placed before 1:00 PM will be processed the same business day. Orders placed after 1:00 PM will be processed the next business day.

Express Shipping:

  • Faster delivery option available at checkout
  • Specific timeframe depends on the express service selected (check at checkout for details)

3.2) EU Shipping

Standard Shipping:

  • Delivery timeframe: 5-10 business days from dispatch (approximate)
  • Timeframe may vary depending on destination country and customs clearance
  • Processing time: Orders placed before 1:00 PM will be processed the same business day. Orders placed after 1:00 PM will be processed the next business day.

3.3) Delivery estimates

Delivery timeframes are estimates only and are not guaranteed. We are not liable for delays caused by:

  • Courier delays or carrier issues
  • Customs clearance (for EU and international orders)
  • Weather conditions or natural disasters
  • Public holidays or bank holidays
  • Circumstances beyond our control

4) Shipping costs

4.1) How shipping costs are calculated

Shipping costs are calculated based on:

  • Parcel weight - heavier parcels incur higher shipping costs
  • Shipping method - Standard or Express shipping
  • Destination - UK or EU

4.2) Shipping cost structure

UK Shipping:

  • Standard Shipping: Flat rate calculated by parcel weight (see checkout for exact cost)
  • Express Shipping: Flat rate calculated by parcel weight (see checkout for exact cost)

EU Shipping:

  • Standard Shipping: Flat rate calculated by parcel weight and destination country (see checkout for exact cost)

4.3) Free shipping threshold

We offer free standard delivery on UK orders over £99. For all other orders, shipping costs are calculated by parcel weight and charged at checkout. We do not offer free shipping on orders under £99 or on EU orders.

4.4) Shipping costs are non-refundable

Shipping costs are generally non-refundable. However, if we have made an error (for example, charged the wrong shipping cost), please contact us and we will review your case.

5) Order processing and dispatch

5.1) Processing time

After you place an order:

  • Orders placed before 1:00 PM: processed the same business day
  • Orders placed after 1:00 PM: processed the next business day
  • Processing includes verification, payment confirmation, and packing

5.2) Dispatch

Once your order has been processed and packed, it will be handed to our courier partner for dispatch. You will receive a confirmation email with:

  • Your tracking number
  • Courier details
  • Estimated delivery date

6) Tracking your order

6.1) Tracking number

A unique tracking number will be provided as soon as your parcel is dispatched.

You can use this tracking number to:

  • Track your parcel in real-time
  • See estimated delivery date
  • Receive delivery updates

6.2) How to track

Instructions for tracking will be included in your dispatch confirmation email. You can typically track your parcel on the courier's website or app using your tracking number.

6.3) Delivery updates

Depending on the courier, you may receive SMS or email updates when your parcel is out for delivery.

7) Delivery address

7.1) Accuracy

You are responsible for providing an accurate delivery address at checkout. We are not liable if:

  • The parcel is delivered to an incorrect address due to an error in the address you provided
  • The address is incomplete or unclear
  • The courier cannot locate the address

7.2) Address changes

If you need to change your delivery address, contact us immediately at hello@thepostbioticcompany.co.uk. We can only change the address before the parcel has been dispatched. Once dispatched, you must contact the courier directly.

7.3) Delivery instructions

You can add delivery instructions (e.g., "leave in porch") at checkout or notify the courier directly via their tracking system.

8) What happens when your parcel is delivered

8.1) Signature on delivery

Depending on your parcel value and the courier, a signature may be required on delivery. You (or an authorised person at your address) will need to sign for the parcel.

8.2) Unattended delivery

If no one is home and the courier leaves your parcel unattended (e.g., in a safe place), it is left at your own risk. We are not liable for theft or damage to parcels left unattended.

8.3) Parcel not collected

If you are not available for delivery, the courier will typically leave a notice. Follow the courier's instructions to arrange redelivery or collection.

9) Lost or damaged parcels

9.1) Report immediately

If your parcel is lost or damaged during transit, you must contact us immediately at hello@thepostbioticcompany.co.uk with:

  • Your order number
  • Tracking number
  • Photos or video evidence of damage (if applicable)
  • A description of the issue

Important: Report issues as soon as possible. Delayed reporting may affect our ability to investigate.

9.2) Our investigation process

Once reported, we will:

  1. Check our internal records to confirm the parcel was properly packed and sent
  2. Contact the courier to investigate the claim
  3. Request evidence from you (photos, video, tracking updates, etc.)
  4. Work with the courier to determine responsibility

9.3) Courier responsibility

Lost parcels: If a parcel is lost in transit and our internal checks confirm it was properly dispatched in good condition, responsibility lies with the courier. We will file a claim with the courier on your behalf.

Damaged parcels: If a parcel arrives damaged and our internal checks confirm it was properly packed and sent, responsibility lies with the courier. We will file a claim with the courier on your behalf.

9.4) Our responsibility

We are responsible for:

  • Ensuring the parcel is properly packed and protected
  • Ensuring the correct address and shipping details are used
  • Filing courier claims promptly
  • Keeping you updated on the investigation

We are not responsible for:

  • Delays caused by the courier
  • Loss or damage during transit (once handed to the courier)
  • Customs delays or issues (for EU orders)
  • Unattended deliveries

9.5) Resolution

If the investigation confirms the courier is responsible:

  • The courier will issue a refund or replacement
  • We will follow up to ensure you receive compensation
  • If the courier does not compensate, we will work with you to pursue the claim

If the investigation confirms we are responsible (e.g., poor packing):

  • We will issue a replacement or refund

10) International shipping (EU)

10.1) Customs and duties

For EU deliveries, your parcel may be subject to customs clearance and import duties depending on:

  • The destination country
  • The parcel value
  • Applicable EU regulations

10.2) Your responsibility

You are responsible for:

  • Paying any import duties, VAT, or taxes imposed by customs
  • Clearing the parcel through customs if required

We cannot control customs procedures or predict exact duty costs.

10.3) Delivery delays

Customs clearance can cause delivery delays. Timeframes provided are estimates only and do not account for customs processing times.

11) Weekends and public holidays

11.1) Non-business days

We do not process or dispatch orders on weekends (Saturdays and Sundays) or UK public holidays.

  • Orders placed Friday evening are processed Monday morning
  • Orders placed around public holidays may experience delays

11.2) Delivery on weekends

Couriers may deliver on Saturdays depending on the courier and your location. Check your courier's service terms.

12) Special requests and hold requests

12.1) Hold for collection

If you would like your parcel held at a courier depot for collection (rather than delivered to your home), you may be able to arrange this directly with the courier using your tracking number.

12.2) Preferred delivery times

You may be able to request a preferred delivery time window via the courier's tracking system or app.

13) Parcel insurance

We do not automatically insure parcels against loss or damage. Courier liability is typically limited to a basic amount. If you require additional insurance, you may be able to purchase this at checkout or contact us for options.

14) Restricted items and customs

14.1) Product restrictions

Some countries have restrictions on food supplements. It is your responsibility to check whether our products can be legally imported into your country.

We are not liable if a parcel is seized or returned due to local restrictions or regulations.

15) Contact us

If you have any questions about shipping, delivery, or need to report a lost or damaged parcel, please contact us:

  • Email: hello@thepostbioticcompany.co.uk
  • Address: 521-525 Battersea Park Road, London, SW11 3BN, United Kingdom
  • Company number: 16543857
  • Response time: We aim to respond to all enquiries within 5 business days

16) Changes to this policy

We may update this Shipping Policy from time to time. We will post the latest version on our website and update the "Last updated" date above.

N.B. This Shipping Policy has been designed to be fair to both customers and The Postbiotic Company. It should be reviewed by a qualified legal professional before final publication to ensure compliance with current UK and EU regulations, including distance selling regulations and consumer protection laws.