Delivery Policy
Last updated: 5 September 2026
Free, tracked delivery on every order, to any UK address. This page covers timing, packaging, tracking, wrong addresses, and what we do when a parcel is late, lost or damaged.
How long it takes
| Processing | 1–3 working days |
| Transit | 3–5 working days |
| Total | 4–8 working days |
Processing runs from your payment clearing to the parcel leaving the fulfilment centre; transit is the courier's time and varies with where you are. Working days are Monday to Friday, excluding UK bank holidays, so an order placed on a Friday evening begins processing on Monday.
In the weeks before Christmas and during major promotions, allow an extra day or two at each stage. If your order is going to be significantly delayed, we'll email you before you have to ask. All times are estimates, not guaranteed dates.
What you pay
Nothing beyond the price at checkout. Delivery is free with no minimum spend, all prices include VAT at 20%, and if your order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us before the parcel is released. You won't receive a "fee to pay" card or a customs charge, and nothing is collected on delivery.
Where we deliver
Every UK address, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Channel Islands, at no extra cost. We don't currently deliver outside the UK.
Packaging
Orders are sent in plain packaging with no product description on the outside. The courier label shows our company name and your address, nothing more.
Confirmation and tracking
You'll get an order confirmation by email straight after checkout; check the delivery address in it. When the parcel is dispatched, a second email brings the tracking number and a link.
Allow 24 to 48 hours for the first scan to appear. A tracking page showing only "label created" on day one is normal.
If items in your order are dispatched separately, each parcel has its own tracking number and its own email. Split deliveries never cost extra.
Your delivery address
Check the name, address and mobile number before you complete checkout: house number or name, street, flat number where relevant, and postcode. An incomplete address is the most common reason a parcel is late.
If you spot a mistake, email your order number and the correct address to support@comfaine.com straight away. We can change it until the order is dispatched. After that, couriers don't redirect consumer parcels.
If a parcel is returned to us because the address was wrong or incomplete, we'll contact you and you choose between redelivery to the corrected address and a full refund, at no cost either way.
Failed deliveries and uncollected parcels
If nobody's in, the courier will usually leave the parcel in a safe place, with a neighbour, or at a collection point, and tell you which by text or card. Parcels at a collection point or Post Office need to be picked up within the holding period, or they come back to us.
When a parcel returns to us, after failed attempts, a refused delivery or an uncollected parcel, we'll get in touch and you choose redelivery or a full refund. No fees.
Delays
Courier disruption, severe weather, bank holidays and customs processing can add a few days. If tracking shows the parcel moving, give it a little more time.
If tracking has been silent for more than five working days, or the total delivery estimate has passed, email us your order number and we'll open a trace with the courier.
Under the Consumer Rights Act 2015 we must deliver within 30 days of your order unless we've agreed a different date with you. If we can't dispatch within that time, we'll tell you and you can wait for a revised date or cancel for a full refund.
Marked delivered, but not received
Check the tracking page for a photo of where it was left, then the usual places: porch, safe place, communal entrance, neighbours, other members of your household. Couriers sometimes scan a parcel shortly before the final handover, so give it up to 48 hours.
If it still hasn't turned up, contact us with your order number. We open the investigation with the courier and follow it through; you won't need to chase them. If the parcel is confirmed lost, you choose a replacement or a full refund. Until a parcel reaches you, the risk of loss is ours.
Damaged on arrival
If the parcel or an item is damaged, email us within 30 days of delivery with your order number and clear photographs of the parcel and the item. Keep the packaging until we've reviewed the case. You choose a replacement or a full refund, and we cover any return postage. Your rights under the Consumer Rights Act apply regardless of the 30 days.
Cancelling an order
Free at any time before dispatch. Email your order number as soon as you can; orders often go to fulfilment within a few hours. Once dispatched, receive the parcel and use your 30-day right to cancel, explained in our Returns & Refunds Policy.
Contact
Email: support@comfaine.com Phone: +44 191 493 0200 Customer service hours: Monday to Friday, 9:00 am–9:00 pm UK time Saturday, Sunday and bank holidays: Closed Response time: Within one working day
Comfaine LTD St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom