Delivery Policy
Delivery Policy
Thank you for visiting and shopping at Exilerance. We're committed to delivering your order accurately, in good condition, and on time.
1. Processing Time
All orders are processed within 1–3 working days. Orders are not dispatched or delivered on weekends or bank holidays.
If we're experiencing a high volume of orders, dispatch may be delayed by a few days. Please allow additional time in transit for delivery. If there's a significant delay with your order, we'll contact you by email or phone.
2. Delivery Rates & Estimates
Delivery charges for your order will be calculated and displayed at checkout.
Estimated delivery time:
- UK: 3–7 working days
- International: 7–15 working days
Delivery delays can occasionally occur due to factors outside our control (e.g. customs delays, severe weather, courier issues).
3. Dispatch Confirmation & Order Tracking
You'll receive a Dispatch Confirmation Email once your order has shipped, containing your tracking number(s). The tracking number will be active within 24–48 hours.
4. Delivery Locations
We currently deliver across the UK and to most countries worldwide. If your country isn't listed at checkout, please contact us at [support@exilerance.com] for assistance.
5. Customs, Duties and Taxes
For UK orders, all applicable VAT is included in the price you pay at checkout — there's nothing extra to pay on delivery.
For international orders, Exilerance is not responsible for any customs charges, duties or taxes applied to your order. All such fees imposed during or after delivery are the responsibility of the customer.
6. Damaged or Lost Parcels
If your order arrives damaged, please contact us straight away at [support@exilerance.com] and we'll put it right.
For lost parcels, please email us at [support@exilerance.com] and we'll help you track your order or arrange a replacement or refund where applicable. (Please keep all packaging and any damaged goods until your claim is resolved.)
7. Incorrect Address Disclaimer
It's the customer's responsibility to ensure the delivery address provided is correct. We're not responsible for orders sent to an incorrect address provided by the customer.
If you realise the address was entered incorrectly, please contact us immediately at [support@exilerance.com] and we'll do our best to update it before dispatch.
8. Contact Us
If you have any questions about our delivery policy, please contact us at:
Email: support@exilerance.com