Shipping policy

 

Thank you for shopping with fanorm.shop.

This Shipping Policy explains how orders placed through fanorm.shop are processed, dispatched, tracked, and delivered.

By placing an order through our website, you agree to the shipping arrangements described in this policy. This Shipping Policy should be read together with our Terms of Service, Return and Refund Policy, and Privacy Policy.

Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded under applicable United Kingdom consumer law.

1. Contact Information

For shipping, delivery, tracking, or order-related enquiries, please contact us:

Store Name: fanorm.shop
Email: info@fanorm.shop
Phone: +44 7849 112843
Business Address: Brambles, Wellborne Road, Mattishall, Dereham, NR20 3LJ, United Kingdom

When contacting us about an existing order, please include your full name, order number, and the email address used during checkout.

2. Shipping Destinations

fanorm.shop provides standard delivery to eligible addresses throughout the United Kingdom, including:

• England;
• Scotland;
• Wales; and
• Northern Ireland.

Delivery availability may depend on the destination postcode, carrier coverage, parcel size, product type, and applicable transport restrictions.

If we cannot deliver an order to the address provided, we will contact the customer and provide an appropriate solution, which may include requesting an alternative address or cancelling and refunding the affected order.

3. Free Standard Shipping

All eligible orders placed through fanorm.shop receive:

Free Standard Shipping

There is no minimum order value required for free standard shipping.

No standard delivery charge will be added during or after checkout.

Where an optional premium or expedited delivery method is offered, the applicable price and estimated delivery time will be displayed clearly before the customer completes payment.

4. Estimated Delivery Time

The estimated delivery timeframe for all standard orders is:

15–20 business days

This estimated timeframe includes normal order processing and carrier transit time.

Business days do not include:

• Saturdays;
• Sundays;
• UK bank holidays;
• Public holidays affecting fulfilment or delivery; or
• Days on which the relevant carrier does not operate.

The estimated delivery period begins after:

• The order has been successfully submitted;
• Payment has been authorised;
• The delivery information has been accepted; and
• No additional order verification is required.

Delivery estimates are provided in good faith but are not guaranteed appointment dates.

5. Order Processing

After an order is placed, we may review:

• Product availability;
• Payment authorisation;
• Billing information;
• Delivery information;
• Product quantity;
• Address accuracy;
• Fraud-prevention indicators; and
• Compliance with our Terms of Service.

Order processing is included within the estimated 15–20-business-day delivery timeframe.

Processing may be delayed where:

• Payment verification is required;
• Customer information is incomplete;
• The delivery address cannot be confirmed;
• The order contains multiple products;
• A product requires additional quality inspection;
• The order is placed during a high-volume promotional period; or
• An event outside our reasonable control affects fulfilment.

We will contact the customer if additional information is required.

6. Order Confirmation

After an order is submitted, an order-confirmation email will normally be sent to the email address provided during checkout.

The confirmation may include:

• Order number;
• Products ordered;
• Product prices;
• Billing information;
• Delivery address;
• Payment information; and
• Available delivery details.

Customers should review the confirmation carefully.

Please contact info@fanorm.shop promptly if any information is incorrect.

An automated order confirmation acknowledges receipt of the order but does not necessarily mean that the order has been dispatched.

7. Dispatch Confirmation

When an order has been dispatched, we may send a dispatch-confirmation email.

The confirmation may include:

• Products dispatched;
• Carrier information;
• Tracking number;
• Tracking link; and
• Available delivery information.

An order may be dispatched in one or more parcels.

8. Tracking Information

Where tracking is available, the tracking number will normally be sent to the email address used during checkout.

Tracking information may require several business days to become active after dispatch because the carrier may need time to:

• Receive the parcel;
• Scan the shipping label;
• Transfer the parcel to a distribution facility; or
• Update its tracking system.

A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

9. Multiple Parcels

An order may be divided into separate parcels because of:

• Product availability;
• Different fulfilment locations;
• Parcel size or weight restrictions;
• Carrier requirements;
• Packaging requirements; or
• The need to avoid unnecessary delays.

Separate parcels may:

• Have different tracking numbers;
• Be handled by different carriers;
• Be dispatched on different dates; and
• Arrive on different dates.

Customers will not be charged additional standard shipping fees solely because fanorm.shop divides an order into multiple parcels.

10. Remote and Limited-Access Locations

Orders sent to remote, rural, offshore, island, Highland, or limited-access locations may require additional carrier handling.

This may include certain addresses in:

• The Scottish Highlands;
• Scottish islands;
• Northern Ireland;
• The Isle of Wight; or
• Other areas with limited carrier coverage.

We will make reasonable efforts to deliver orders within the stated 15–20-business-day estimate.

Where delivery is unavailable to a particular address, we may ask the customer to provide an alternative eligible delivery address or cancel and refund the affected order.

11. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

• Recipient’s full name;
• House number or building name;
• Street name;
• Town or city;
• County where applicable;
• Correct postcode;
• Telephone number; and
• Any necessary access instructions.

Customers should review all delivery information before submitting an order.

fanorm.shop is not responsible for a delay caused solely by incomplete, incorrect, or outdated information provided by the customer.

12. Address Changes

To request a delivery-address change, contact:

info@fanorm.shop

Please contact us as soon as possible after placing the order.

We will make reasonable efforts to update the address, but changes cannot be guaranteed after an order has been:

• Processed;
• Packed;
• Transferred to a fulfilment provider;
• Assigned a shipping label; or
• Dispatched.

Once a parcel has been dispatched, the carrier may not permit an address change.

13. Incorrect or Incomplete Addresses

If an incorrect or incomplete address is provided, the parcel may be:

• Delayed;
• Held by the carrier;
• Delivered to the address entered during checkout;
• Declared undeliverable; or
• Returned to the sender.

If a parcel is returned because of incorrect information supplied by the customer, we will contact the customer after receiving and identifying the parcel.

Where available, the customer may choose between:

• Redelivery to a corrected address; or
• A refund handled in accordance with our Return and Refund Policy.

Although the original standard delivery was free, reasonable redelivery costs may apply where the failed delivery was caused by incorrect or incomplete information supplied by the customer.

14. Delivery Attempts

The carrier may attempt delivery according to its own procedures.

If no one is available to receive the parcel, the carrier may:

• Attempt delivery again;
• Leave a delivery card;
• Send an electronic notification;
• Deliver the parcel to a collection point;
• Leave the parcel in an authorised safe place;
• Deliver the parcel to an authorised neighbour; or
• Return the parcel to the sender.

Customers are responsible for following the carrier’s instructions and collecting parcels within the stated collection period.

15. Safe-Place and Neighbour Delivery

Where authorised by the customer or permitted through the carrier’s delivery service, a parcel may be delivered:

• To a nominated safe place;
• To building reception;
• To a concierge;
• To an approved collection point; or
• To an authorised neighbour.

Customers should ensure that any nominated safe place is reasonably secure and protected from weather.

Where a customer directly authorises delivery to a particular safe place or person, the parcel may be treated as delivered when the carrier completes delivery according to those instructions, subject to applicable consumer law.

16. Delivery Notifications

Delivery notifications may be provided through:

• Email;
• Text message;
• Carrier application;
• Online tracking page; or
• Delivery card.

Customers are responsible for monitoring the email address and telephone number provided during checkout.

We are not responsible where a notification cannot be received because the customer provided incorrect contact information.

17. Delivery Delays

Delivery may be delayed because of:

• High order volumes;
• UK bank holidays;
• Severe weather;
• Flooding or natural disasters;
• Carrier network disruption;
• Transport interruption;
• Industrial action;
• Regional access restrictions;
• Address-verification problems;
• Security checks;
• Product availability issues;
• Public-health emergencies; or
• Other events outside our reasonable control.

We will take reasonable steps to communicate known material delays and assist affected customers.

18. Orders Not Delivered Within 20 Business Days

If your order has not arrived within 20 business days, please:

1. Review the tracking information;
2. Check for carrier notifications;
3. Confirm that the delivery address is correct;
4. Check with household members;
5. Check any authorised safe place;
6. Check with neighbours where appropriate;
7. Check with reception, concierge, or building management; and
8. Contact fanorm.shop for assistance.

When contacting us, please provide:

• Your full name;
• Order number;
• Delivery address;
• Tracking number; and
• Any relevant carrier information.

We will review the available information and, where appropriate, contact the carrier or fulfilment provider.

19. Significant Delivery Delays

Where an order cannot be delivered within the stated delivery period, we may:

• Provide an updated delivery estimate;
• Ask whether the customer agrees to a reasonable extension;
• Arrange a replacement where appropriate;
• Cancel the affected product; or
• Issue a refund where required.

Where delivery by the stated period was essential and this was made clear before the order was accepted, the customer may have the right to cancel if the order is not delivered on time.

Nothing in this policy limits a customer’s statutory rights where an order is not delivered within an agreed or legally reasonable period.

20. Delivered but Not Received

If tracking indicates that a parcel was delivered but it cannot be located, please:

• Confirm that the delivery address is correct;
• Check entrances and safe places;
• Ask household members;
• Ask neighbours where appropriate;
• Check with reception, concierge, or building management;
• Review any available delivery photograph; and
• Contact the carrier.

If the parcel remains missing, contact info@fanorm.shop promptly.

We may request:

• Confirmation of the delivery address;
• A written statement that the parcel was not received;
• Identity or order verification;
• Carrier correspondence; or
• Other reasonable information required for the investigation.

21. Lost Parcels

A parcel may be treated as lost after the carrier has completed its investigation or confirmed that delivery cannot be completed.

Where a parcel is confirmed as lost before delivery, we will provide an appropriate remedy, which may include:

• Sending a replacement;
• Refunding the affected product; or
• Refunding the affected order.

The available remedy may depend on product availability, the circumstances of the loss, and the customer’s statutory rights.

22. Damaged Parcels and Products

If a parcel arrives visibly damaged, photograph the packaging before opening it where reasonably possible.

If a product inside the parcel is damaged, contact us as soon as reasonably possible and provide:

• Your order number;
• Photographs of the damaged product;
• Photographs of the external packaging;
• Photographs of the internal packaging;
• A photograph of the shipping label; and
• A clear description of the damage.

Please retain the product and packaging until we have reviewed the matter and provided further instructions.

Damaged-product claims will be handled in accordance with our Return and Refund Policy and applicable UK consumer law.

23. Incorrect Products

If you receive an incorrect product, contact:

info@fanorm.shop

Please provide:

• Your full name;
• Order number;
• Description of the product ordered;
• Description of the product received;
• Photographs of the product;
• Photographs of the product label;
• Photographs of the packaging; and
• A photograph of the shipping label.

After reviewing the matter, we will provide an appropriate solution, which may include a replacement or refund.

Reasonable return costs for an incorrectly supplied product will be covered by fanorm.shop where required.

24. Missing Products

An order may be delivered in multiple parcels.

Before reporting a missing product, please:

• Review the dispatch confirmation;
• Check whether multiple tracking numbers were provided;
• Review any packing information;
• Check the complete packaging; and
• Allow separately dispatched parcels to arrive within the estimated delivery period.

If a product remains missing, contact us with your order number and details of the products received.

After investigating, we will provide an appropriate replacement or refund.

25. Refused and Unclaimed Parcels

If a customer refuses delivery or fails to collect a parcel, the parcel may be returned to the sender.

After receiving and identifying the returned parcel, we may contact the customer to arrange:

• Redelivery; or
• A refund where applicable.

Reasonable return or redelivery costs may apply where the failed delivery was caused by the customer and such costs are permitted by law.

No deduction will be made where the failed delivery was caused by fanorm.shop, an incorrect product, a product fault, or another matter for which the customer is legally entitled to a remedy.

26. Order Changes and Cancellations

To request an order change or cancellation, contact us immediately at:

info@fanorm.shop

We will make reasonable efforts to assist before dispatch.

Changes or cancellations cannot be guaranteed once an order has been:

• Processed;
• Packed;
• Transferred to a fulfilment provider; or
• Dispatched.

If an order has already been dispatched, the customer may need to receive and return it under our Return and Refund Policy.

Statutory online cancellation rights remain unaffected.

27. Free Shipping and Returns

Free standard shipping applies to the original delivery of eligible orders.

Free standard shipping does not automatically include:

• Change-of-mind return postage;
• Optional premium shipping;
• Redelivery caused by an incorrect address;
• Redelivery after failure to collect a parcel; or
• Other additional delivery services requested by the customer.

Where a product is faulty, damaged before delivery, incorrect, or not as described, reasonable return costs will be covered where required by law.

Complete return conditions are stated in our Return and Refund Policy.

28. Customs, Taxes, and Mandatory Charges

Standard shipping under this policy is free.

All mandatory charges that can reasonably be calculated will be displayed before the customer completes payment.

We will not add an undisclosed mandatory standard shipping fee after an order has been submitted.

Where customs duties, import taxes, or similar charges could apply, relevant information will be provided before purchase where those charges can reasonably be identified or calculated.

29. Product Availability

Shipping estimates depend on product availability.

If a product becomes unavailable after payment, we may:

• Contact the customer with an updated estimate;
• Offer an alternative product with the customer’s agreement;
• Cancel and refund the unavailable product; or
• Cancel and refund the affected order.

We will not substitute a materially different product without the customer’s consent.

30. Risk of Loss or Damage

Risk of accidental loss or damage generally remains with fanorm.shop until the parcel is delivered to:

• The customer;
• A person identified by the customer;
• A person authorised to receive the parcel; or
• A collection location selected or authorised by the customer.

Nothing in this section excludes responsibility for:

• Non-delivery;
• Incorrect delivery;
• Damage occurring before delivery;
• Faulty products;
• Incorrect products; or
• Any liability that cannot lawfully be excluded.

31. Events Outside Reasonable Control

We are not responsible for delays caused solely by events outside our reasonable control, including:

• Natural disasters;
• Severe weather;
• Floods or fires;
• War or civil unrest;
• Government restrictions;
• Widespread transport disruption;
• Industrial action;
• Carrier network failure;
• Telecommunications failure;
• Major cybersecurity incidents; or
• Public-health emergencies.

We will take reasonable steps to reduce disruption, communicate known delays, and resume normal service.

Where delivery becomes impossible or is significantly delayed, we will provide an appropriate solution in accordance with the circumstances and applicable law.

32. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery information;
• Reviewing order confirmations;
• Monitoring tracking updates;
• Responding to carrier communications;
• Providing reasonable delivery access;
• Collecting parcels within the stated period; and
• Contacting us promptly when a delivery problem occurs.

These responsibilities do not remove or reduce any statutory consumer right.

33. Returns Address

Do not return products to our business address without receiving written return authorisation and return instructions.

Our business correspondence address is:

fanorm.shop
Brambles
Wellborne Road
Mattishall
Dereham
NR20 3LJ
United Kingdom

The authorised return address may be different from this business address.

Products sent to an unauthorised address may be refused or experience processing delays.

Please review our Return and Refund Policy for complete return procedures.

34. Complaints

If you are dissatisfied with the handling of a shipping or delivery issue, contact:

info@fanorm.shop

Please provide:

• Your full name;
• Order number;
• Delivery address;
• Tracking number;
• A clear description of the issue;
• Relevant supporting information; and
• The outcome you are seeking.

We will review the complaint fairly and aim to respond within a reasonable period.

35. Changes to This Policy

We may update this Shipping Policy to reflect changes to:

• Delivery services;
• Carrier arrangements;
• Business operations;
• Product availability;
• Website functions; or
• Applicable laws.

The current version will be published on this page with an updated revision date.

Changes will not unfairly reduce rights relating to an order already accepted.

36. Contact Us

For shipping, tracking, delivery, lost parcel, damaged parcel, or incorrect-order enquiries, contact:

fanorm.shop
Email: info@fanorm.shop
Phone: +44 7849 112843
Business Address: Brambles, Wellborne Road, Mattishall, Dereham, NR20 3LJ, United Kingdom

Please include your order number when contacting us about an existing purchase.