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SHIPPING AND DELIVERY POLICY

Last updated: 3 August 2026

1. About This Policy

This Shipping and Delivery Policy explains how orders placed through Charlie & Olivia are processed, dispatched and delivered.

It should be read alongside our:

  • Terms of Service;

  • Returns and Refunds Policy;

  • Privacy Policy; and

  • Cookie Policy.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Contact Details

Trading name: Charlie & Olivia
Website: https://charlieandolivia.co.uk
Email: customerservice@charlieandolivia.co.uk

For help with an order, please include your:

  • full name;

  • order number;

  • delivery postcode; and

  • details of the issue.

3. Dropshipping and Third-Party Fulfilment

Charlie & Olivia uses a dropshipping business model.

This means that some products are stored, packed and dispatched directly by third-party suppliers and fulfilment centres rather than from premises operated by Charlie & Olivia.

Our suppliers and fulfilment partners may include:

  • CJdropshipping;

  • sellers and suppliers operating through AliExpress;

  • manufacturers;

  • sourcing agents;

  • fulfilment warehouses;

  • postal services; and

  • international and local delivery companies.

Products may be dispatched from:

  • the United Kingdom;

  • Europe;

  • China; or

  • another international fulfilment location.

Although a third-party supplier may prepare and dispatch your order, your purchase contract remains with Charlie & Olivia.

Charlie & Olivia remains responsible for your accepted order and for dealing with your applicable UK consumer rights.

4. Where We Deliver

We currently deliver to addresses shown as available during checkout.

Delivery availability may depend on:

  • the product ordered;

  • the supplier’s delivery network;

  • the destination;

  • legal restrictions;

  • courier restrictions; and

  • the size or nature of the product.

We reserve the right to decline or cancel an order where we cannot reasonably deliver to the address provided.

If we cancel an order for this reason after taking payment, we will issue an appropriate refund.

5. Order Processing

Orders normally require processing before they are dispatched.

Processing may include:

  • payment authorisation;

  • fraud-prevention checks;

  • address verification;

  • supplier confirmation;

  • product preparation;

  • packaging; and

  • creation of delivery documentation.

Our usual processing period is approximately one to five working days.

Processing times are estimates and may be longer during:

  • weekends;

  • UK or international public holidays;

  • sales and promotions;

  • periods of high demand;

  • new product launches;

  • supplier stock checks;

  • severe weather;

  • product customisation;

  • security checks; or

  • circumstances outside our reasonable control.

Processing time is separate from the estimated delivery time.

6. Estimated UK Delivery Times

Estimated delivery times may vary depending on the product, supplier, warehouse and delivery method.

Unless a different estimate is clearly displayed on the relevant product page or during checkout, UK orders will usually be delivered within approximately:

Seven to twenty working days after dispatch.

Some products stored in UK warehouses may arrive sooner.

Products dispatched from overseas may take longer because of:

  • international transport;

  • customs processing;

  • courier handovers;

  • border checks; and

  • local delivery arrangements.

Any delivery estimate shown on a product page, at checkout or in an order confirmation is an estimate rather than a guaranteed delivery date, unless we expressly agree otherwise.

7. Delivery Within 30 Days

Unless we agree a different delivery period with you, we aim to deliver your order without undue delay and no later than 30 days after the contract is formed.

A longer delivery period may apply where:

  • a longer estimate was clearly displayed before you ordered;

  • you agreed to that delivery period;

  • the product is personalised or made to order; or

  • another delivery arrangement was expressly agreed.

If we cannot deliver within the agreed period, we will contact you where reasonably possible and explain the available options.

8. Time-Sensitive Orders

Please do not rely on an estimated delivery date for:

  • birthdays;

  • weddings;

  • holidays;

  • travel;

  • anniversaries;

  • Christmas;

  • other celebrations; or

  • any event requiring delivery by a particular date,

unless we have expressly agreed in writing that delivery by that date is essential.

Contact us before ordering where delivery by a particular date is important.

We cannot guarantee that a supplier or courier will meet a requested date unless we have expressly confirmed this.

9. Order Confirmation

After placing an order, you should receive an order-confirmation email.

Please check that the following information is correct:

  • your name;

  • email address;

  • delivery address;

  • products ordered;

  • quantities;

  • product variations;

  • delivery option; and

  • total price.

Contact us immediately if any information is incorrect.

Receiving an automated order acknowledgement does not necessarily mean that we have accepted the order.

10. Dispatch Confirmation

Where available, we will send a dispatch confirmation after your order has entered the delivery process.

A dispatch email may include:

  • the products dispatched;

  • the courier or postal service;

  • a tracking number;

  • a tracking link; and

  • an estimated delivery period.

A tracking number may be created before the parcel is physically collected or scanned by the courier.

Tracking can therefore take several working days to begin updating.

11. Tracking Information

Tracking is provided where it is available from the supplier or delivery company.

Tracking information may be supplied by:

  • Charlie & Olivia;

  • Shopify;

  • CJdropshipping;

  • an AliExpress supplier;

  • a fulfilment warehouse;

  • an international carrier; or

  • a local delivery company.

International parcels may use more than one delivery company.

The tracking number or tracking website may change when the parcel is handed to a local UK courier.

Tracking updates are provided by third parties and may not always appear immediately or in real time.

12. Multiple Parcels

Products from the same order may be:

  • supplied by different suppliers;

  • stored in different warehouses;

  • processed at different times;

  • dispatched separately;

  • delivered by different couriers; or

  • delivered on different days.

You may therefore receive:

  • more than one parcel;

  • separate dispatch emails;

  • separate tracking numbers; and

  • products on different delivery dates.

A partially delivered order does not necessarily mean that the remaining products are missing.

You will not be charged an additional delivery fee merely because we divide an order into separate parcels unless this was clearly disclosed and agreed before purchase.

13. Delivery Charges

Any delivery charge payable to Charlie & Olivia will be shown before you complete checkout.

Delivery charges may depend on:

  • the delivery destination;

  • product size;

  • product weight;

  • supplier location;

  • delivery speed; and

  • promotional offers.

We may offer free delivery on certain products, orders or promotional campaigns.

Where free delivery is offered, this does not mean that an express or premium delivery service is included.

14. Delivery Address

You are responsible for providing a complete and accurate delivery address.

The address should include, where applicable:

  • recipient’s full name;

  • house name or number;

  • street name;

  • flat or unit number;

  • town or city;

  • county;

  • postcode;

  • country; and

  • a valid telephone number where required by the courier.

Please check the address carefully before submitting your order.

We are not responsible for delays caused by materially incorrect or incomplete information that you provided.

15. Changing a Delivery Address

Contact us immediately if you need to change your delivery address.

We will try to make the change, but we cannot guarantee that this will be possible once:

  • the order has entered fulfilment;

  • a shipping label has been created;

  • the supplier has packed the order;

  • the parcel has been dispatched; or

  • the courier has received the parcel.

We may ask you to confirm an address change in writing for security purposes.

If an address cannot be changed, you may need to follow the courier’s delivery or return process.

16. Incorrect or Incomplete Addresses

Where a parcel cannot be delivered because the address supplied was materially incorrect or incomplete, it may be:

  • returned to the supplier;

  • returned to a fulfilment centre;

  • held by the courier;

  • destroyed by the carrier where return is impossible; or

  • subject to a redelivery charge.

Where permitted by law, we may ask you to pay reasonable and evidenced costs arising from:

  • redelivery;

  • correction of the address;

  • return shipping; or

  • dispatching a replacement.

We will not impose an arbitrary penalty or restocking charge.

17. Delivery Instructions and Safe Places

You may be able to provide delivery instructions or nominate a safe place.

Delivery instructions are passed to the courier where technically possible, but we cannot guarantee that the courier will follow every request.

Where you expressly ask a courier to leave a parcel:

  • in a nominated safe place;

  • with a named neighbour;

  • in a communal area; or

  • at another location you selected,

delivery to that authorised location may be treated as delivery to you, depending on the circumstances.

Please select only a location that is secure and suitable for the product.

18. Delivery to Another Person

Responsibility for the product normally passes to you when it is delivered into:

  • your physical possession; or

  • the physical possession of a person you identified to receive it.

This may include:

  • a household member;

  • a nominated neighbour;

  • a receptionist;

  • a concierge;

  • an employee at your delivery address; or

  • another authorised recipient.

Merely handing the parcel to a supplier, international carrier or courier does not transfer the delivery risk to you.

19. Delivery Attempts

If nobody is available to receive the parcel, the courier may:

  • attempt delivery again;

  • leave the parcel in an authorised safe place;

  • deliver it to an authorised neighbour;

  • take it to a local collection point;

  • hold it at a delivery depot; or

  • return it to the sender.

The courier may leave a card, send an email, send a text message or update the tracking information.

You are responsible for following reasonable collection or redelivery instructions.

20. Uncollected Parcels

If a parcel is taken to a collection point or depot, it must be collected within the period stated by the courier.

If it is not collected, it may be returned to the supplier or fulfilment centre.

Where an order is returned because it was not collected, we may:

  • arrange redelivery;

  • ask you to pay reasonable redelivery costs;

  • cancel the order; or

  • issue a refund subject to any deduction permitted by law.

Any deduction will be limited to reasonable and evidenced costs.

21. Refused Deliveries

Please contact us before refusing a parcel.

Refusing delivery does not always ensure that the parcel will be returned to the correct supplier or fulfilment centre.

If a parcel is refused, it may be:

  • returned to the supplier;

  • sent to a local warehouse;

  • held by the courier;

  • disposed of; or

  • returned using an untracked route.

A refund may be delayed until we can confirm what happened to the parcel.

This does not affect any statutory right you may have to cancel an eligible order.

22. Delivery Delays

Delivery delays may occur because of:

  • supplier processing delays;

  • stock shortages;

  • customs inspections;

  • airport or port congestion;

  • severe weather;

  • public holidays;

  • courier backlogs;

  • transport disruption;

  • industrial action;

  • security checks;

  • government restrictions;

  • border disruption;

  • incorrect address details;

  • local delivery problems;

  • natural disasters;

  • international events; or

  • other circumstances outside our reasonable control.

We will take reasonable steps to reduce the effect of any delay.

We will not use a supplier or courier delay to remove any statutory right you may have where delivery is not completed within the agreed period.

23. Delayed Tracking

Tracking may appear unchanged for several days while a parcel:

  • travels between countries;

  • waits for customs clearance;

  • is transferred between couriers;

  • is moving without an intermediate scan; or

  • waits to enter the local delivery network.

A lack of recent tracking does not necessarily mean that the parcel is lost.

Contact us if:

  • there has been no meaningful tracking update for an unreasonable period;

  • the stated delivery period has passed; or

  • the courier has told you that the parcel may be lost.

24. Orders That Have Not Arrived

If your order has not arrived by the end of the stated delivery period, contact:

customerservice@charlieandolivia.co.uk

Please provide:

  • your order number;

  • full name;

  • delivery address;

  • delivery postcode; and

  • any relevant tracking information.

We may investigate with:

  • the supplier;

  • fulfilment centre;

  • international carrier;

  • local courier; or

  • delivery network.

We may need to allow the courier’s reasonable investigation period before confirming that a parcel is lost.

25. Lost Parcels

A parcel may be treated as lost where:

  • the delivery company confirms that it is lost;

  • tracking shows that it cannot be located;

  • the carrier’s investigation is complete; or

  • an unreasonable period has passed without delivery.

Where a parcel is confirmed lost before it is delivered into your possession or to an authorised recipient, we will offer an appropriate remedy.

This may include:

  • sending a replacement;

  • refunding the missing product; or

  • refunding the affected order.

We will not require you to personally resolve our contractual dispute with the supplier or courier.

26. Parcels Marked as Delivered

If tracking states that a parcel has been delivered but you cannot locate it, please:

  • check with members of your household;

  • check your nominated safe place;

  • check around the property;

  • check with neighbours;

  • check with reception or concierge staff;

  • review any delivery photograph;

  • check for a delivery card;

  • contact the courier where practical; and

  • notify us promptly.

We may ask the supplier or courier to investigate.

We may also request reasonable information to help establish whether the parcel was:

  • delivered to the correct address;

  • accepted by an authorised person;

  • left in a nominated place;

  • delivered to a neighbour; or

  • delivered incorrectly.

A tracking status alone does not automatically remove your rights where the parcel was not delivered into your possession or to an authorised recipient.

27. Damaged Parcels

If a parcel or product arrives damaged, contact us as soon as reasonably possible.

Where possible, please:

  • photograph the outside of the parcel;

  • photograph the shipping label;

  • photograph the internal packaging;

  • photograph the damaged product;

  • keep all packaging;

  • avoid using the product where it may be unsafe; and

  • provide a short description of the damage.

We may use this information to investigate with the supplier or courier.

The request for photographs does not replace or remove your statutory rights.

28. Missing or Incorrect Products

If a product is missing from your parcel or you receive the wrong product, contact us promptly.

Please provide:

  • your order number;

  • details of what was expected;

  • details of what was received;

  • photographs of the parcel and shipping label; and

  • photographs of the contents where reasonable.

Before reporting a missing item, check whether your order has been divided into multiple parcels.

Where we confirm that a product is missing or incorrect, we will provide an appropriate remedy.

29. Customs Checks

Products dispatched internationally may be inspected or delayed by customs authorities.

Customs processing is outside our direct control.

A customs delay does not necessarily mean that additional charges are due.

We may ask you to provide reasonable information where customs authorities require it to complete delivery.

We will not ask you to provide unnecessary sensitive information directly to an unknown person or unauthorised third party.

30. Import Duties, VAT and Handling Charges

For deliveries to the United Kingdom, the price shown at checkout should normally reflect the amount payable to Charlie & Olivia.

Where a separate customs duty, import VAT or handling fee may apply, this should be clearly disclosed before you complete your order.

Unless clearly stated otherwise before checkout, applicable duties and import charges for UK delivery are included in the price or handled as part of the delivery arrangement.

For deliveries outside the United Kingdom, the recipient may be responsible for:

  • import duties;

  • local taxes;

  • customs fees; or

  • courier handling charges.

Any such responsibility should be explained before the order is completed.

31. International Deliveries

Where international delivery is offered, delivery periods vary by destination.

International orders may be subject to:

  • customs checks;

  • local import restrictions;

  • additional delivery time;

  • local taxes;

  • duties;

  • handling charges; and

  • local courier procedures.

Customers are responsible for ensuring that products can legally be imported into the destination country.

We may cancel an order where we become aware that a product cannot lawfully or reasonably be delivered to the destination.

32. Restricted Products and Locations

Certain products may not be available for delivery to some destinations because of:

  • legal restrictions;

  • courier rules;

  • battery restrictions;

  • product-safety requirements;

  • customs controls;

  • supplier limitations; or

  • import restrictions.

Availability during checkout does not override any applicable legal restriction.

If we cannot legally or safely deliver a product, we may cancel the affected order and provide a refund.

33. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by an event outside our reasonable control.

These events may include:

  • severe weather;

  • natural disasters;

  • war;

  • civil unrest;

  • epidemics;

  • government action;

  • industrial action;

  • power failures;

  • border closures;

  • customs disruption;

  • transport disruption;

  • major technology failures;

  • widespread courier disruption; or

  • supply-chain interruption.

We will take reasonable steps to reduce the impact of the event.

If a delay becomes substantial, you may have the right to cancel the affected order and receive a refund for products that have not been supplied.

34. Essential Delivery Dates

A delivery date may be essential where:

  • we expressly agreed that delivery by that date was essential;

  • you told us before ordering that delivery by the date was essential and we accepted this; or

  • the circumstances clearly show that delivery by that date was essential.

If we fail to deliver by an essential date, you may have the right to cancel immediately and receive a refund for the affected products.

Otherwise, you may normally be required to give us an additional reasonable period to complete delivery before cancelling for delay.

35. Cancellation Before Dispatch

Contact us as soon as possible if you wish to cancel an order.

We will try to stop the order before dispatch, but this may not be possible after it has entered supplier fulfilment.

Where we cannot stop the dispatch, you may need to:

  • receive the parcel;

  • notify us of your cancellation; and

  • return the product in accordance with our Returns and Refunds Policy.

This does not affect your statutory cancellation rights.

36. Returns

Do not return a product without first contacting us.

Because we use multiple suppliers and warehouses, the correct returns address may differ from the address shown on the parcel.

Do not automatically return an item to:

  • the address printed on the parcel;

  • a CJdropshipping warehouse;

  • an AliExpress seller;

  • a courier depot;

  • a manufacturer; or

  • another supplier address,

unless we have confirmed that address in writing.

Returns are governed by our Returns and Refunds Policy.

37. Fraud Prevention and Delivery Verification

We may delay dispatch while we carry out reasonable security checks.

These checks may be required where:

  • billing and delivery information do not match;

  • an unusually large order is placed;

  • the payment provider identifies a risk;

  • repeated payment attempts occur;

  • the delivery address appears incomplete; or

  • fraudulent activity is suspected.

We may contact you to confirm order information.

We will only request information reasonably necessary to verify the order.

38. Ownership and Responsibility

Ownership of the products passes to you once we have received full payment.

Responsibility for loss or damage normally passes to you when the products are delivered into:

  • your physical possession; or

  • the physical possession of a person you nominated to receive them.

Until that point, Charlie & Olivia remains responsible for ensuring the products are delivered, subject to applicable law.

39. Your Statutory Rights

Nothing in this Shipping and Delivery Policy excludes or restricts your statutory consumer rights.

These rights may include remedies where:

  • products are not delivered;

  • delivery is unreasonably late;

  • delivery by a particular date was essential;

  • products arrive damaged;

  • products are faulty;

  • products are not as described; or

  • the wrong products are delivered.

40. Changes to This Policy

We may update this policy to reflect changes to:

  • suppliers;

  • fulfilment methods;

  • delivery companies;

  • delivery destinations;

  • estimated delivery periods;

  • customs arrangements;

  • legal requirements; or

  • our business practices.

The revised version will be published on our website with an updated date.

Changes will not normally reduce rights relating to an order that has already been accepted.

41. Contact Us

For questions about shipping, tracking or delivery, contact:

Charlie & Olivia
Website: https://charlieandolivia.co.uk
Email: customerservice@charlieandolivia.co.uk

Please include your order number and delivery postcode so we can investigate your enquiry.