Shipping & Delivery

SHIPPING & DELIVERY POLICY

Last updated: August 2026

This Shipping & Delivery Policy explains how orders placed with AMZE & CO LIMITED trading as AMZE® (“AMZE®”, “we”, “us” or “our”) are processed, dispatched and delivered.

This policy applies to orders placed directly through our website and, where applicable, orders placed through authorised AMZE® sales channels, including social-commerce and marketplace platforms.

Where an order is placed through a third-party platform such as TikTok Shop, additional or different delivery procedures imposed by that platform may apply to that particular order.

Nothing in this policy affects your statutory rights.

1. ORDER PROCESSING

Once you place an order, you should receive an electronic confirmation acknowledging that your order has been received.

Orders are subject to:

  • successful payment authorisation;
  • product availability;
  • verification of delivery information;
  • security and fraud-prevention checks where appropriate; and
  • any other reasonable checks required to process your purchase.

We aim to prepare and dispatch orders as quickly as reasonably possible.

Orders are generally processed on working days, being Monday to Friday excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

During particularly busy periods, including product launches, promotional campaigns, Black Friday, Christmas and periods of unusually high demand, processing times may be longer.

2. DISPATCH

You will normally receive a dispatch notification once your order has been prepared and handed to, or made available for collection by, the relevant delivery provider.

Where available, your dispatch confirmation will include tracking information.

Please note that receiving a tracking number does not necessarily mean that the parcel has already physically entered the carrier's delivery network. There can be a short delay between a shipping label being created and the first tracking scan appearing.

3. UK DELIVERY

AMZE® primarily supplies customers within the United Kingdom.

Available delivery services, estimated delivery periods and applicable shipping charges will be displayed during checkout before your order is completed.

We may use delivery companies including Royal Mail, DPD, Evri or other suitable logistics providers.

The particular carrier used for an order may depend upon factors including:

  • destination;
  • parcel size and weight;
  • service selected;
  • carrier availability;
  • fulfilment location; and
  • the sales platform through which the order was placed.

We reserve the right to use an alternative suitable carrier where reasonably necessary.

4. DELIVERY TIMES

Any delivery period displayed at checkout should be read together with any stated order-processing time.

For example, where a delivery service is described as 2–3 working days, this will normally mean the estimated carrier delivery period following dispatch rather than a guarantee that the parcel will arrive within 2–3 working days of the order being placed, unless expressly stated otherwise.

We will make reasonable efforts to deliver within any estimated timescale provided.

Under UK distance-selling requirements, unless a different delivery period has been agreed with the customer, goods should generally be delivered without undue delay and no later than 30 days after the contract is made.

Nothing in our estimated delivery times removes or restricts those statutory rights.

5. DELIVERY ESTIMATES ARE NOT GUARANTEED

Unless we expressly state otherwise, delivery dates and times are estimates rather than guaranteed delivery appointments.

Occasionally circumstances outside our reasonable control may affect delivery.

These can include:

  • severe weather;
  • transport disruption;
  • carrier delays;
  • industrial action;
  • unusually high parcel volumes;
  • public holidays;
  • local access restrictions;
  • incorrect or incomplete addresses;
  • technical disruption affecting a courier;
  • security checks;
  • events affecting postal or courier networks; or
  • other circumstances outside our reasonable control.

Where we become aware of a significant delay affecting your order, we will take reasonable steps to assist.

6. EXPRESS OR NEXT-DAY DELIVERY

Where an express, next-working-day or other accelerated delivery service is available, the applicable terms and cut-off times will be displayed at checkout.

Orders must generally be placed before the specified cut-off time to qualify for same-day dispatch.

Orders placed after the cut-off time will normally be processed on the following working day.

For example, an order placed after the relevant cut-off on Friday may not be processed until Monday where Monday is the next working day.

Bank holidays may also affect dispatch and delivery schedules.

Any express delivery service remains subject to carrier availability and any exclusions shown at checkout.

7. SHIPPING CHARGES

Shipping charges are calculated and displayed before you complete your purchase.

Charges may vary according to:

  • the delivery service selected;
  • delivery location;
  • order value;
  • parcel weight or size;
  • promotional offers; and
  • the platform through which the order is placed.

The final shipping charge applicable to your order will be displayed before payment is confirmed.

We will not add a standard delivery charge to your order after checkout unless an additional service is subsequently requested and separately agreed with you.

8. FREE DELIVERY PROMOTIONS

From time to time, AMZE® may offer free delivery subject to a minimum order value, promotional code or other eligibility criteria.

The relevant conditions will be displayed alongside the promotion.

Unless otherwise stated, the qualifying order value is calculated after discounts or promotional codes have been applied.

Free delivery promotions may:

  • apply only within certain UK areas;
  • apply only to standard delivery;
  • have minimum spending requirements;
  • exclude certain products; or
  • be available for a limited period.

Promotional delivery offers may differ between the AMZE® website and third-party marketplaces.

9. ORDERS PLACED THROUGH TIKTOK SHOP

Orders placed directly through TikTok Shop may be subject to TikTok Shop's own shipping, carrier and fulfilment procedures.

TikTok currently supports different shipping arrangements for UK sellers, including platform-managed shipping and seller-managed shipping.

Where TikTok Shop manages or provides the shipping service, delivery estimates, tracking and carrier information may be provided directly through your TikTok account or order page.

Where AMZE® ships the order directly, we will fulfil the order in accordance with the applicable TikTok Shop requirements and the delivery information provided with your order.

TikTok's current UK fulfilment guidance also places specific deadlines on sellers for packing and handing orders to logistics providers, so our operational dispatch targets for TikTok orders may differ from those used for direct website orders.

Where there is a conflict between this policy and a mandatory TikTok Shop procedure applicable to an order placed directly through TikTok Shop, the applicable platform procedure will operate for that transaction, subject always to your statutory rights.

10. INSTAGRAM, FACEBOOK, SNAPCHAT AND SOCIAL MEDIA

AMZE® products may be advertised or promoted through platforms including Instagram, Facebook and Snapchat.

Where an advertisement or social-media post directs you to www.amze.co.uk to complete your purchase, your order is treated as a direct AMZE® website order and the delivery options displayed during our checkout process will apply.

Where a purchase is completed directly through a third-party marketplace or social-commerce platform, that platform may impose additional order-processing or fulfilment procedures.

11. TRACKING YOUR ORDER

Where tracking is available, tracking information will normally be sent to the email address or contact method associated with your order.

Depending upon where you purchased, tracking may also be available through your account or order page on the relevant platform.

Tracking information can occasionally take time to update after dispatch.

A temporary lack of tracking scans does not necessarily mean that the parcel has been lost.

If tracking has not updated for an unusually long period, please contact AMZE® Customer Care and we can investigate where appropriate.

12. YOUR DELIVERY ADDRESS

It is the customer's responsibility to provide a complete and accurate delivery address when placing an order.

Please carefully check your delivery details before completing payment, including:

  • recipient's name;
  • house or building number;
  • flat or apartment number;
  • street;
  • town or city;
  • postcode; and
  • any information reasonably required to locate the property.

Where available, please also provide a suitable telephone number and email address so that order and delivery notifications can be provided.

13. CHANGING YOUR DELIVERY ADDRESS

Please contact us as soon as possible if you realise that you have entered an incorrect delivery address.

We will try to help where reasonably possible.

However, we cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

For security reasons, some carriers and marketplace platforms may prevent us from changing delivery details once a shipment has been created.

If an order has already been dispatched, we may be unable to redirect it.

14. INCORRECT OR INCOMPLETE ADDRESSES

AMZE® cannot accept responsibility for delivery problems caused solely by incorrect or incomplete information supplied by the customer, subject to applicable consumer law.

Where a parcel is returned to us because:

  • an incorrect address was provided;
  • an incomplete address was provided;
  • the recipient could not be located;
  • the parcel was not collected following delivery attempts; or
  • delivery was refused,

we will assess the order once it has been returned to us.

Where appropriate, we may offer to resend the order.

A reasonable additional shipping charge may apply where redelivery is required because of an incorrect address or other circumstances attributable to the customer.

This does not affect any statutory rights that apply to the transaction.

15. SAFE PLACE AND DELIVERY INSTRUCTIONS

Certain delivery providers may allow customers to nominate:

  • a safe place;
  • a neighbour;
  • a collection point; or
  • another delivery preference.

These arrangements may be made directly between you and the carrier.

Please choose any nominated safe place carefully.

Your statutory rights regarding delivery remain unaffected, but responsibility for a parcel can depend on the circumstances in which a customer expressly instructs a carrier to leave it at a particular location.

If you believe a parcel has not been correctly delivered, contact us so that the delivery circumstances can be investigated.

16. DELIVERY TO A NEIGHBOUR

A carrier may offer delivery to a neighbour where permitted by its service terms.

Tracking information should normally indicate where the parcel was delivered.

If you cannot locate a parcel shown as delivered to a neighbour, please contact the carrier or AMZE® Customer Care.

17. DELIVERY TO COLLECTION POINTS OR LOCKERS

Where offered at checkout or through the relevant carrier, an order may be delivered to an approved collection location or parcel locker.

Customers are responsible for collecting parcels within the period specified by the carrier.

If a parcel is not collected within the required period, it may be returned to AMZE®.

If this occurs, please contact us for assistance.

18. MISSED DELIVERY

If nobody is available to receive your parcel, the carrier may:

  • attempt redelivery;
  • leave the parcel in an authorised safe location;
  • deliver it to a neighbour;
  • direct it to a local collection point; or
  • return it to its distribution centre.

The action taken will depend on the delivery service and carrier.

Please follow the instructions provided by the carrier.

19. PARCEL SHOWN AS DELIVERED BUT NOT RECEIVED

If tracking states that your parcel has been delivered but you cannot find it, we recommend first checking:

  • around the property's designated safe areas;
  • with other members of your household;
  • with reception or concierge staff where applicable;
  • with immediate neighbours;
  • any delivery photograph provided by the courier; and
  • the carrier's tracking information.

If the parcel still cannot be located, please contact AMZE® Customer Care as soon as reasonably possible.

We may ask you to provide relevant information so that we can raise an investigation with the carrier.

We will not automatically treat a carrier's “delivered” scan as conclusive where there is reasonable evidence of a genuine delivery problem.

20. LOST PARCELS

If a parcel appears to have been lost in transit, please contact us.

Where appropriate, we will raise an investigation with the delivery provider.

Carrier investigations can take several working days.

We may need to wait for the carrier's investigation to establish the location or status of the shipment before taking further action, provided doing so does not interfere with any statutory remedy available to you.

Where a parcel is confirmed as lost, we will provide the appropriate remedy in accordance with applicable law and the circumstances of the order.

21. DAMAGED PARCELS

If the external parcel arrives visibly damaged, please photograph:

  1. the outer packaging;
  2. the shipping label;
  3. the inside packaging; and
  4. the affected products.

Please contact AMZE® Customer Care promptly.

This assists us in investigating damage with the carrier.

Issues concerning damaged or faulty products will be handled under our separate Returns & Refunds Policy and your statutory consumer rights.

22. MISSING ITEMS

If your order arrives but an item appears to be missing, please check the complete parcel and packaging before contacting us.

Large orders may occasionally be dispatched in more than one parcel.

If an item is genuinely missing, contact AMZE® Customer Care with your order number and details of the missing item.

We may conduct reasonable checks against our packing and fulfilment records before resolving the matter.

23. WRONG ITEM RECEIVED

If you receive a product different from the product ordered, please do not dispose of the item.

Contact AMZE® Customer Care with your order number and, where reasonably requested, photographs showing the product received.

We will arrange an appropriate resolution.

24. MULTIPLE-PARCEL DELIVERIES

Where an order contains several products, we may occasionally dispatch the order in more than one parcel.

Parcels may arrive separately.

Where separate tracking numbers are available, these should be included in your dispatch information.

You will not be charged additional delivery fees merely because we elect to divide one order into several shipments.

25. PRE-ORDERS

Where AMZE® makes products available for pre-order, the anticipated dispatch period will be stated on the relevant product page or during checkout.

If an order contains both:

  • an immediately available item; and
  • a pre-order item,

we may either dispatch the products separately or wait until the complete order is available.

Where possible, this will be explained during the ordering process.

Pre-order dates are estimates unless expressly stated otherwise.

If there is a material change to the expected availability of a pre-order, we will provide further information where reasonably possible.

26. OUT-OF-STOCK PRODUCTS

Occasionally, stock information may change between an order being placed and the order being processed.

If we are unable to supply a product you have ordered, we may:

  • contact you regarding an alternative;
  • dispatch the remainder of your order where appropriate; or
  • cancel and refund the unavailable item.

We will not substitute a different skincare or cosmetic product without your agreement.

27. PROMOTIONAL AND LAUNCH PERIODS

During launches, limited releases, influencer campaigns or particularly popular promotions, AMZE® may receive significantly higher than normal order volumes.

We may therefore display a temporary extended processing period.

Where an extended dispatch period is known in advance, we will aim to communicate this prominently on our website, checkout page or relevant sales platform.

28. CHRISTMAS AND BANK HOLIDAYS

Carrier networks experience substantially increased demand during certain periods.

We recommend ordering sufficiently early where products are required for Christmas, birthdays or another particular date.

Neither an estimated delivery date nor a standard delivery service should be treated as a guarantee that an order will arrive for a particular event unless we expressly guarantee delivery by that date.

UK bank holidays may also affect both our processing times and carrier delivery schedules.

29. NORTHERN IRELAND, HIGHLANDS, ISLANDS AND REMOTE AREAS

Certain UK destinations may:

  • have longer delivery times;
  • have fewer available delivery services; or
  • attract different delivery charges.

This may include certain parts of:

  • Northern Ireland;
  • the Scottish Highlands and Islands;
  • Isle of Man;
  • Channel Islands; and
  • other remote or offshore areas.

Any applicable charge or available delivery service should be displayed at checkout before payment.

30. INTERNATIONAL DELIVERY

Where international delivery is offered, eligible destinations and applicable charges will be displayed at checkout.

International shipments may be subject to:

  • customs clearance;
  • import controls;
  • local cosmetic-product requirements;
  • duties;
  • taxes; and
  • additional carrier charges.

AMZE® will only offer international delivery to territories in which we are satisfied that the relevant products can lawfully be supplied.

If international delivery is not available for a particular destination, the checkout process may prevent the order from being completed.

At launch, if you're definitely selling GB-only as planned, I would actually replace this section with:

AMZE® currently delivers within the United Kingdom only. International delivery is not currently available. We hope to introduce additional destinations in the future.

That is cleaner and safer while you're operating your initial GB-only cosmetic compliance structure.

31. CUSTOMS AND IMPORT CHARGES

This section applies only if and when AMZE® begins international shipping.

Unless expressly stated otherwise at checkout, international customers may be responsible for applicable customs duties, import taxes and local charges imposed by the destination country.

AMZE® does not control charges imposed by foreign customs authorities.

Customers should check any applicable local requirements before placing an international order.

32. DELIVERY RESTRICTIONS

We reserve the right not to deliver to particular addresses or destinations where:

  • our carriers do not provide an appropriate service;
  • delivery is prohibited or restricted by law;
  • products cannot lawfully be supplied to the destination;
  • there are significant fraud or security concerns; or
  • the delivery cannot reasonably be completed.

Where we are unable to fulfil an order already paid for, the appropriate amount will be refunded.

33. RISK DURING DELIVERY

Where AMZE® arranges delivery to a consumer, responsibility for the goods generally remains with the trader until the goods come into the physical possession of the consumer or a person identified by the consumer to receive them, subject to certain exceptions where the consumer independently commissions a carrier. This reflects the statutory consumer-delivery framework.

For that reason, if a parcel genuinely disappears while being carried by the courier we selected, customers should contact AMZE®, rather than being told simply that the problem is the courier's responsibility.

34. CUSTOMER-ARRANGED DELIVERY CHANGES

If you independently ask the delivery company to change the agreed delivery arrangements — for example by redirecting a parcel to another address or selecting a particular safe place after dispatch — this may affect how a subsequent delivery dispute is assessed.

We strongly recommend reviewing any change carefully before confirming it with the carrier.

35. CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact AMZE® Customer Care as quickly as possible.

We will try to stop the shipment where practical, but we cannot guarantee that an order can be intercepted once processing has begun.

Cancellation rights and returns following delivery are dealt with separately in our Returns & Refunds Policy.

36. DELIVERY AND YOUR STATUTORY RIGHTS

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or replace rights given to consumers under applicable UK law.

UK online sellers are generally required to deliver goods within 30 days unless another delivery period has been agreed with the customer.

Where a legally relevant delivery deadline is missed, the customer may have remedies that cannot be removed by this policy.

37. CONTACTING AMZE®

If you have a question about the delivery of your order, please contact AMZE® Customer Care.

When contacting us about an existing order, please provide:

  • your full name;
  • order number;
  • email address used for the purchase; and
  • a brief description of the delivery issue.

For security and data-protection purposes, we may ask you to verify information associated with the order before discussing or changing certain details.

AMZE & CO LIMITED
Trading as AMZE®
Website: www.amze.co.uk