Shipping policy


1. Overview

  • Delivery charges are calculated automatically at checkout based on destination, service, package weight/size, and any carrier surcharges.

  • Delivery timeframes shown at checkout are estimates provided by the carrier; they are indicative and not guaranteed.

  • Around public holidays and peak shopping periods, delivery and customs processing may take longer.

2. United Kingdom (Mainland)

  • Standard Delivery (1–3 working days)

  • Some UK postcodes outside the mainland (e.g., Northern Ireland, Isle of Man) may incur additional charges and/or slightly longer transit times.

  • Free UK mainland delivery on orders over £100 where the total shipment weight is ≤ 10 kg.

3. International Delivery

  • We ship to Europe, the Americas and most international destinations via reputable carriers (e.g., FedEx). 

  • At checkout you’ll see the best available services for your destination - typically Economy and/or Priority - with the expected transit times shown at checkout before you pay.

  • For FedEx services, typical transit times are:
    Priority: 1-4 working days
    Economy: 6-12 working days

  • Estimated delivery aims displayed at checkout are indicative only.

   Taxes & Duties (Delivered Duty Paid where available)

  • For most destinations, checkout clearly shows prices with taxes and duties included (look for the note “taxes and duties included”).

  • For a few destinations where this isn’t available, orders ship DDU (Delivered Duty Unpaid) and the recipient will be asked by the courier to pay local taxes/duties and any clearance fees on delivery.

  • Customs processing times vary by country and are outside our control; we cannot guarantee specific clearance or delivery dates.

   Customs Clearance Responsibilities

  • Most shipments have taxes and fees collected at checkout, so the courier will usually complete all customs processing without needing anything from you.

  • Where DDU applies or local regulations require recipient input, you must complete any required customs formalities promptly (e.g., provide ID/tax numbers, permits, or other documentation) to avoid delays or storage fees.  In such cases, the courier will deliver or make available the clearance paperwork to the recipient, and delivery of the paperwork constitutes timely delivery of that step.

   Refused/Uncollected Shipments & Abandonment (International)

  • If an international shipment is refused, not collected, or returned — including where customs clearance is incomplete due to recipient actions (e.g., failure to provide required ID/permits/tax numbers, failure to respond to courier/customs contacts, or non-payment of DDU taxes/fees) — a refund will be processed once the item is returned to us and we have all return costs billed by the courier, excluding all original and return shipping charges and a 15% restocking fee.

  • Where a shipment is abandoned and returning it is not economical or possible, we will deduct a minimum 50% restocking fee plus any documented abandonment/disposal charges before issuing any partial refund.

4. Dispatch & Handling

  • We aim to dispatch all orders within 2 working days. This can be extended during peak sales or holiday periods.

  • To protect customers and our business, our platform and/or carriers may perform fraud screening prior to dispatch. On occasion, a photographic proof of identity and/or additional verification may be requested, which can delay dispatch until completed.

5. Signature on Delivery (Security)

  • Most deliveries require a signature (often an indirect signature by someone at the address or a neighbour). This helps protect high‑value performance equipment from loss, misdelivery, or theft (e.g., porch piracy) and supports faster claim resolution with carriers.

  • If you are unavailable, please use the carrier’s in‑flight options (where offered) to rearrange delivery or collect from a local depot.

6. Address & Service Restrictions

  • We cannot deliver to PO Boxes, including APO/FPO/DPO or similar military/forwarding addresses.

  • We do not currently deliver to Russia.

  • Shipping to Ukraine - when available - is via Royal Mail, but customs issues or extended delays may occur beyond our control.

7. Failed Delivery Attempts & UK Non‑Acceptance

  • For UK deliveries, if an item is returned after multiple unsuccessful delivery attempts or due to failure to collect from a depot, we will refund once the item is received back, excluding original and return shipping costs and a 10% restocking fee (applied at our discretion).

  • International return/refusal terms differ—see Section 3 above.

8. Loss, Damage, Non‑Delivery & Time Limits for Claims

  • For courier shipments you will typically receive delivery notifications by email and/or SMS.  Non‑delivery must be reported within 72 hours of the expected delivery date to allow timely investigation.  Failure to provide notification in time may result in the claim being rejected and no refund or replacement being issued.
  • If the packaging is damaged, shows signs of being opened or items are missing, retain all original packaging and contents as these may be required for inspection by the carrier. 
  • When a non-delivery or loss is reported, the courier will typically initiate a delivery dispute investigation, which can take up to 6 working days to complete.
  • Certain carriers (e.g., DPD) require a signed non‑delivery declaration to be returned within their specified timeframe (usually 14 days). Failure to provide the declaration in time may result in the claim being rejected and no refund or replacement being issued.

9. Packaging & Tracking

  • Orders are packed securely to protect products in transit. Once shipped, you’ll receive a tracking number and link to view progress directly with the carrier.

10. Carriers’ Terms of Carriage

  • By placing an order you accept that shipments are subject to the relevant carrier’s terms of carriage. You can read their current terms on their websites.

11. Returns & Exchanges

  • Please inspect items immediately on receipt and before use. Any errors or visible damage/defects should be reported immediately. If damage is present, retain all original packaging and contents as these may be required for inspection by the carrier. Do not use the item if you believe there is an issue; using it may be deemed acceptance and could limit available remedies.

  • For the full Returns & Refunds policy (including exchanges), please see our dedicated policy page.

12. Contact

If you have any questions about delivery options, customs, or tracking, please contact us:

  • Email: sales@phenomboxing.com

  • Address: Unit 56, Bizspace Business Park, Kings Road, Tyseley, Birmingham, B11 2AL, United Kingdom

Last updated: 23 February 2026