DELIVERY POLICY

1 Introduction

This Delivery Policy explains how orders placed through ukamart.co.uk are processed, dispatched, shipped, and delivered. It also explains how delivery responsibility may differ depending on whether you buy an item sold directly by Ukamart Global Ltd or an item sold by a third-party seller using the Ukamart platform.

Ukamart operates as:

• a direct online retailer, where products are sold by Ukamart; and
• a marketplace platform, where certain products may be listed and fulfilled by third-party sellers.

Because of this structure, delivery arrangements may differ from one order to another. For marketplace orders, the seller may be responsible for dispatch, courier selection, handling times, and fulfilment performance, while Ukamart may monitor platform standards, provide customer support assistance, or facilitate communication and issue resolution. Terms used with consumers must be fair and transparent, including delivery-related wording.

2 Delivery Areas

We currently offer delivery to customers in the United Kingdom, and we may also support international delivery to selected countries, including Nigeria, depending on the product, seller location, courier coverage, customs restrictions, and applicable law.

UK Delivery

We aim to support delivery across mainland UK and, where available, other UK locations. Delivery coverage may vary for some items depending on:

• product type
• delivery size or weight
• seller location
• courier restrictions
• postcode availability
• International Delivery

International delivery may be available on selected items only. Availability depends on:

• destination country
• export restrictions
• customs processes
• seller fulfilment capability
• courier route availability
• product type and value

Where international delivery is offered, the customer is responsible for reviewing delivery information carefully before purchase.

3 Order Processing

Orders are usually processed after successful payment authorisation and order confirmation.

Typical processing times are:

• same day, or
• 1 to 2 working days after payment confirmation

However, processing times may vary depending on:

• stock availability
• seller handling time
• order verification checks
• weekends or public holidays
• order volume
• product type
• marketplace fulfilment arrangements

For direct retail orders sold by Ukamart, we aim to dispatch promptly once payment has cleared and internal checks have been completed.

For marketplace orders, the seller may have their own handling time, dispatch routine, or fulfilment schedule. Where seller handling times apply, they may be shown on the product page, at checkout, or in order details.

4 Estimated Delivery Timeframes

Delivery estimates are provided for guidance only, unless we expressly agree a specific delivery date with you. Under UK consumer rules, goods should generally be delivered without undue delay and within 30 days, unless another delivery period has been agreed with the customer.

UK Delivery Estimates

For many UK orders, estimated delivery timeframes may include:

• Standard Delivery: 2 to 7 working days
• Express Delivery: 1 to 3 working days, where available
• International Delivery Estimates

For many international orders, estimated delivery timeframes may include:

• International Delivery: 5 to 15 working days

International timeframes are estimates only and may be affected by:

• export processing
• customs clearance
• destination country procedures
• airline or freight schedules
• local courier handover
• seasonal congestion
• security checks
• remote area delivery conditions
• These delivery windows are estimates, not guarantees, unless expressly stated otherwise.

5 Delivery Responsibility

Delivery responsibility depends on who is selling the item.

Items Sold by Ukamart

Where an item is sold directly by Ukamart, we are responsible for arranging dispatch and delivery using our chosen fulfilment methods, logistics partners, or courier providers.

Items Sold by Marketplace Sellers

Where an item is sold by a third-party seller, the seller may be responsible for:

• dispatching the item
• packaging the order
• choosing the courier or shipping service
• uploading tracking information where available
• meeting the handling time shown on the listing
• responding to fulfilment-related issues in line with platform requirements

Ukamart may monitor seller performance, delivery complaints, dispatch timeliness, and service quality, but we may not directly control third-party shipping operations, warehousing, or final-mile courier conduct.

6 Shipping Costs

Shipping costs are generally calculated at checkout and may depend on:

• delivery location
• parcel dimensions
• parcel weight
• shipping speed selected
• item type
• courier rates
• seller-defined delivery charges for marketplace items

In some cases:

• delivery may be included in the listed price
• free delivery promotions may apply
• discounted shipping may be offered during campaigns or promotions
• international surcharges may apply

Any applicable delivery charge should be displayed before the customer completes the order. UK consumer rules also restrict the use of pre-ticked optional charges, so delivery-related extras should be clearly disclosed and actively chosen where relevant.

7 Tracking Information

Where tracking is available, tracking details may be provided through:

• email
• SMS
• your order history or customer account
• seller dispatch confirmation
• courier updates

Tracking availability depends on the shipping method used. Some lower-cost or economy delivery services may not include full end-to-end tracking.

For marketplace items, tracking may be uploaded by the seller and may depend on the courier service selected by that seller.

Tracking information may take time to update after dispatch, and courier status messages may not always reflect real-time movement.

8 Delivery Attempts and Failed Delivery

If a delivery attempt is unsuccessful, the courier may:

• attempt redelivery
• leave the parcel in a safe place, where authorised
• leave the parcel with a neighbour, where permitted
• hold the parcel for collection
• request that delivery be rescheduled
• return the item to the sender after failed attempts

Failed delivery can happen where:

• the delivery address is incomplete or incorrect
• no one is available to receive the parcel
• access to the premises is restricted
• the courier cannot safely complete delivery
• the customer fails to respond to delivery instructions

If an item is returned because delivery could not be completed, additional charges may apply for redelivery where legally and contractually permitted and clearly disclosed.

9 Customer Responsibilities

Customers are responsible for:

• providing accurate delivery information
• checking spelling of names, addresses, and postcodes
• including any necessary apartment, building, or access details
• making sure someone is available to receive the parcel where required
• monitoring tracking updates where available
• responding promptly to courier contact or missed delivery notices

We are not responsible for delays, losses, or failed delivery caused by incorrect or incomplete details supplied by the customer.

Customers should also inspect parcels as soon as reasonably possible after delivery, particularly where an item appears damaged, incomplete, or tampered with.

10 Delivery Delays

Delays can happen for reasons beyond our reasonable control or beyond the reasonable control of a third-party seller or courier.

These may include:

• high order volumes
• adverse weather
• transport disruption
• strikes or industrial action
• customs inspections
• airline or freight delays
• remote area delivery conditions
• public holiday backlogs
• courier network disruption
• security incidents
• system outages
• force majeure events

We are not liable for delay caused by events outside our reasonable control, but where possible we will provide updates, support communication, or assist you in following up with the seller or courier.

Where goods are not delivered within the agreed time, or within the default legal period where no other period has been agreed, consumers may have legal rights. UK guidance states goods should generally be delivered without undue delay and in any event within 30 days unless another period is agreed.

11 Damaged, Incorrect or Missing Items

If your order arrives:

• damaged
• incomplete
• incorrect
• visibly tampered with
• missing items from a multi-item order
• please contact us as soon as possible.
• Email: support@ukamart.co.uk
• Phone: 07886256355

Please include:

• your order number
• your full name
• a description of the issue
• photos of the packaging and item, where applicable
• any courier notice or proof of delivery issue, where relevant

We or the relevant seller will investigate the issue and determine the appropriate next steps, which may include replacement, refund, partial refund, claim review, courier investigation, or other resolution depending on the facts and your legal rights.

Nothing in this Delivery Policy limits your statutory rights if goods are faulty, not as described, or not delivered as required by law.

12 Marketplace Orders

For marketplace items sold by third-party sellers:

• dispatch may be handled directly by the seller
• handling times may vary
• delivery methods may vary
• packaging standards may vary within platform rules
• courier services may differ by seller and item location

Ukamart may set or monitor service expectations for marketplace sellers, but seller-managed orders may not follow identical fulfilment processes to Ukamart-direct orders.

Where there is a delivery issue relating to a marketplace item, Ukamart may:

• facilitate contact
• assist with evidence gathering
• review seller performance
• support dispute resolution under platform rules
• take action against sellers who repeatedly fail to meet platform standards

13 International Orders: Customs, Duties and Import Charges

For international orders, the recipient may be responsible for:

• customs duties
• import VAT or equivalent taxes
• handling fees
• customs clearance charges
• local regulatory fees

These charges are imposed by the destination country, not by Ukamart, and may vary depending on:

• item value
• item classification
• local law
• courier method
• destination customs practice

Customers are responsible for checking local import rules before ordering internationally. Delays caused by customs or import compliance checks are outside our direct control.

14 Risk and Ownership

Unless the customer chooses and independently arranges a courier that was not offered by us as an option, the risk of loss or damage generally passes to the consumer when the goods are delivered to the consumer or a person identified by the consumer to take possession of them. UK guidance reflects this position under the Consumer Contracts regime.

Ownership of goods may remain with the seller until full payment has been received, where applicable under the contract.

15 Contact Us

For delivery-related enquiries, please contact:

• Ukamart Global Ltd
• Email: support@ukamart.co.uk
• Phone: 07886256355