Shipping policy

# Shipping Policy You order, we handle the logistics, and you get to look forward to a lovely package landing on your doormat. Easy. --- ## Delivery charges **Free standard delivery on all UK orders over £50** — because who doesn't love free delivery? Below £50, the delivery charge is shown at checkout before you pay, so there are never any surprises at the last step. --- ## How we send things Your order goes out via **Royal Mail Tracked 48**, which aims to reach you within **2–5 working days**. Perfect if you're not in a mad rush and fancy sitting back while your package makes its way to you. If your order is a little on the chonky side, we might need to use a different courier. Don't worry — we'll pick the best option to get it to you safe and sound, and any extra cost is on us. ### Dispatch times Place your order before **2pm** (Monday to Friday, excluding bank holidays) and we'll pack it up and send it out the very same day — more rapid than a Rapidash. Orders placed after 2pm, at weekends or on bank holidays go out on the next working day. **Pre-orders** are dispatched as close to release day as we can manage. If a release date shifts, we'll let you know. --- ## If your delivery is late Royal Mail is usually excellent, but occasionally a parcel takes a scenic route. Here's where you stand. **Get in touch first.** Message us via the [Contact](/pages/contact) page or email [hello@neocards.co.uk](mailto:hello@neocards.co.uk) with your order number and we'll chase it up with the carrier. Most "missing" parcels turn up within a day or two, or are sitting at a local delivery office. **If it still hasn't arrived**, you have a legal right to cancel and receive a full refund where: - we haven't delivered within **30 days** of your order, or - we've missed a longer delivery period we agreed with you, or - you told us before ordering that delivery by a **specific date was essential** and we missed it — in which case you can end the contract straight away **And a goodwill promise on top.** If a delivery is clearly late through no fault of yours, we'll refund what you paid for postage on that order, whether or not you keep the items. If your delivery was free there's nothing to refund — but every one of the rights above still applies exactly the same. You can also simply refuse the parcel at the door if it turns up too late to be useful. Once it finds its way back to us, we'll issue a full refund. No trouble at all. --- ## Lost parcels If a tracked parcel stops moving, let us know and we'll open an investigation with Royal Mail. Carriers won't usually declare an item lost until a set period has passed, so this can take a little time — but we'll keep you posted, and we won't leave you out of pocket if it doesn't turn up. --- ## When it's yours Your order becomes your responsibility once it's been delivered to the address you gave us. Until then it's on us, so if something goes wrong in transit, that's our problem to sort out rather than yours. Please double-check your delivery address at checkout. We can usually amend it if you spot a mistake before dispatch — just message us quickly. --- ## Click and collect From **5 September 2026** you can collect your order in person from our shop at 36 High Street, Highworth, Wiltshire, SN6 7AQ. Handy for pre-orders, and for anything you'd rather not have sitting on a doorstep. We'll email you when it's ready. --- ## Your statutory rights Nothing in this policy affects your legal rights. Full detail on delivery, cancellation and refunds is in our [Terms of Service](/policies/terms-of-service), sections 7 and 8, and our [Refund Policy](/policies/refund-policy). --- Got questions? Just give us a shout — we're always happy to help. **Neo Cards & Collectables Limited** 36 High Street, Highworth, Wiltshire, SN6 7AQ [hello@neocards.co.uk](mailto:hello@neocards.co.uk) · 0330 122 6539