Shipping & Returns

This page is a skeleton — the policy has to be yours.
Shipping and returns terms are a legal commitment to your customers, and consumers in many places have statutory rights you can't sign away (for example the 14-day right to cancel most online orders in the UK/EU, and various state-level rules in the US). Fill in the real timings, costs and terms you actually operate, then have the finished policy reviewed by a qualified professional for your jurisdiction. Don't copy another shop's page.

Shipping options

Method	Estimated Delivery	Cost
Standard	[X–X business days]	[$X.XX]
Express	[X–X business days]	[$X.XX]
Free over [$XX]	[X–X business days]	Free
Local collection	[Ready in X hours/days]	Free

Give realistic timings. "Estimated" means estimated — but publishing a delivery window you routinely miss will cost you more in complaints than it wins in orders.

Processing time

[How long before an order ships — and whether that's separate from the delivery estimate. Customers regularly confuse the two, so spell it out.]

Where we ship

[List the countries or regions you ship to, and anywhere you don't.]

International orders, duties & taxes

[State plainly WHO PAYS import duties and taxes on international orders. This is the single biggest source of angry customers — be explicit rather than vague.]

Tracking

[How and when customers get tracking, and what to do if a parcel goes missing.]

Returns & refunds

Situation	Window	Who Pays Return Shipping
Changed your mind	[XX days]	[Customer / us]
Faulty or damaged	[XX days]	[Us]
Wrong item sent	[XX days]	[Us]
Clearance / final sale	[Your policy]	[—]

Condition of returned items

[Unused / unworn?]
[Original packaging and tags attached?]
[Proof of purchase required?]
[Anything you can't accept back — and why]

How to start a return

[Step 1 — how to contact you]
[Step 2 — what you send them]
[Step 3 — how to pack and send it back]
[Step 4 — when the refund is issued and how]

Refund timing

[How long after you receive the return the refund is processed, and how long it takes to appear on the customer's payment method.]

Faulty goods are different from a change of mind. Most consumer-protection regimes give buyers stronger rights when an item is defective, not as described, or not fit for purpose — and those rights usually last longer than your own returns window and can't be excluded by your terms. Make sure this page doesn't imply otherwise.

Cancelling an order

[Whether an order can be cancelled before dispatch, and how.]

Still not sure? Check the FAQ or get in touch.