Shipping policy

Shipping Policy

Last updated: 3 July 2026

David Brent Store is operated by The Merch Store Ltd.

This policy explains our delivery methods, estimated delivery times and international customs arrangements.

1. Order processing

Orders are normally prepared and dispatched during UK working days, excluding weekends and public holidays.

You will receive an order confirmation email after placing your order and a separate dispatch confirmation email once your order has been sent.

Delivery estimates begin from dispatch unless expressly stated otherwise.

During product launches, busy periods or public holidays, order processing may take longer than usual.

2. Pre-orders

Some products are sold on a pre-order basis.

The estimated production or dispatch timeframe will be shown on the relevant product page.

The stated pre-order timeframe is separate from the delivery estimate. For example, if a product has an estimated four-week production period, the applicable delivery time begins once the product has been produced and dispatched.

Unless expressly stated otherwise, pre-order production and dispatch dates are estimates rather than guaranteed dates.

If your order contains both stocked and pre-order products, we may hold the full order until every product is ready to dispatch.

We will contact you if there is a significant delay to a pre-order.

3. UK delivery

We normally use Royal Mail for UK orders.

UK orders usually arrive within 5 to 7 working days after dispatch.

Please allow up to 14 days after dispatch before contacting us about a delayed UK order.

Working days do not include weekends or UK public holidays.

Delivery estimates are not guaranteed and may be affected by:

  1. Royal Mail delays;

  2. Adverse weather;

  3. Industrial action;

  4. Incorrect or incomplete delivery addresses;

  5. Seasonal demand; or

  6. Other circumstances outside our reasonable control.

Unless a different delivery period has been agreed with you, we will deliver your order without undue delay and normally within 30 days after the contract is formed. A longer period may apply where you have agreed to a clearly disclosed pre-order timeframe.

4. International delivery

We deliver to the international destinations available during checkout.

International orders usually arrive within 10 working days after dispatch.

Please allow up to 20 working days after dispatch before contacting us about a delayed international order.

International delivery times are estimates and may be affected by:

  1. Customs processing;

  2. Local postal services;

  3. Security checks;

  4. Local taxes or duties awaiting payment;

  5. Adverse weather;

  6. Industrial action;

  7. Seasonal demand; or

  8. Other circumstances outside our reasonable control.

Customs delays can occasionally cause delivery to take longer than the estimates stated above.

5. United States orders

For orders delivered to the United States, applicable import duties and taxes are calculated and collected during checkout where stated.

Where duties and taxes have been collected at checkout, the order should not ordinarily be subject to the same import charges again on delivery.

However, customs authorities or delivery providers may occasionally request additional information or payment because of local rules, customs assessments or circumstances outside our control.

Please contact us at sales@davidbrentstore.com before paying an unexpected customs charge where you believe duties and taxes were already collected at checkout.

6. Customs charges for other international destinations

For international destinations outside the United States, local customs authorities may charge:

  1. Import duties;

  2. Import VAT or sales taxes;

  3. Customs-clearance fees;

  4. Courier handling fees; or

  5. Other local charges.

Unless expressly stated otherwise during checkout, these charges are not included in your order total and are the customer’s responsibility.

We do not control these charges and cannot confirm their value in advance.

The person receiving the order is responsible for complying with the import requirements of the destination country.

Customs authorities may require personal information, identification or payment before releasing a parcel.

7. Delivery charges

Delivery charges are calculated and displayed during checkout before you place your order.

The amount may depend on:

  1. Delivery destination;

  2. Parcel weight;

  3. Parcel dimensions;

  4. Delivery method; and

  5. The products ordered.

Any available free-delivery threshold or promotion will be shown on the website or during checkout.

8. Tracking and delivery confirmation

Where tracking or delivery confirmation is available, a link will be included in your dispatch confirmation email.

Depending on the delivery service used, the link may show:

  1. When the parcel was dispatched;

  2. Its progress through the delivery network;

  3. A delivery attempt;

  4. Delivery to a safe place or neighbour; or

  5. Confirmation that delivery has been completed.

Some Royal Mail services provide delivery confirmation rather than continuous tracking at every stage.

Tracking information may take time to update after dispatch.

9. Delivery responsibility

Products remain our responsibility until they are delivered to:

  1. You;

  2. A person identified by you to receive them; or

  3. A safe place, neighbour or collection point specifically authorised by you.

Risk does not pass to you merely because we have handed the parcel to Royal Mail or another delivery provider.

You are responsible for supplying a complete and accurate delivery address when placing your order.

Please contact us promptly if you notice an address error. We cannot guarantee that an address can be changed once an order has been processed or dispatched.

10. Safe places and neighbours

Where you give Royal Mail or another courier instructions to leave a parcel in a safe place, with a neighbour or at a collection point, delivery to that authorised location will normally be treated as completed delivery.

Please choose safe-place instructions carefully.

We are not responsible for loss or damage occurring after a parcel has been delivered in accordance with your specific instructions, except where the law provides otherwise.

11. Missed deliveries and uncollected parcels

If delivery cannot be completed, Royal Mail or the relevant courier may:

  1. Attempt delivery again;

  2. Leave the parcel in an authorised safe place;

  3. Deliver it to a neighbour;

  4. Take it to a collection point; or

  5. Return it to us.

You are responsible for following any instructions provided by the delivery company and collecting the parcel within the specified period.

A parcel that is refused or left uncollected is not automatically treated as a valid cancellation.

Please contact sales@davidbrentstore.com if you wish to cancel your order.

12. Incorrect or incomplete addresses

Please check your delivery information carefully before completing checkout.

If an order is returned because:

  1. The address supplied was incorrect;

  2. The address was incomplete;

  3. The recipient was not known at the address;

  4. Delivery was refused; or

  5. The parcel was not collected,

we may require payment of reasonable redelivery costs before sending it again.

Where a refund is requested under our voluntary returns policy, we may deduct reasonable shipping and return costs caused by the incorrect address, refusal or failure to collect.

This does not apply where the delivery problem was caused by us or the delivery provider.

13. Unpaid international import charges

If an international customer refuses to pay applicable import duties, taxes or handling fees, the parcel may be returned to us, abandoned or destroyed by the relevant customs authority or delivery provider.

If the parcel is returned to us, any refund may be reduced by reasonable costs incurred, including:

  1. The original international delivery cost;

  2. Return delivery charges;

  3. Customs charges;

  4. Courier handling fees; and

  5. Other costs directly associated with the refused delivery.

A refund can only be considered once the parcel has been returned to and received by us.

We cannot refund an order that has been abandoned or destroyed by customs because the customer refused to pay properly disclosed import charges.

This section does not affect your statutory rights where the charges were incorrectly stated, the goods were faulty or the delivery problem was caused by us.

14. Delayed orders

Please allow the full delivery timeframe stated in this policy before contacting us about a delayed order.

For UK orders, please allow up to 14 days after dispatch.

For international orders, please allow up to 20 working days after dispatch.

After that period, contact:

sales@davidbrentstore.com

Please provide:

  1. Your name;

  2. Your order number;

  3. Your delivery address; and

  4. Any tracking information available.

We may need to investigate the delivery with Royal Mail or the relevant courier before issuing a replacement or refund.

15. Orders marked as delivered

If tracking shows that an order has been delivered but you cannot locate it, please:

  1. Check with other members of your household;

  2. Check any nominated safe place;

  3. Check with neighbours;

  4. Check with reception or building management;

  5. Review any delivery photograph or location information; and

  6. Contact the delivery company where appropriate.

If the parcel is still missing, contact sales@davidbrentstore.com promptly.

We may ask you to confirm the delivery address or complete a declaration so that we can investigate with the delivery provider.

16. Lost or damaged parcels

If a parcel is confirmed as lost during delivery, we will offer an appropriate replacement or refund.

If your parcel arrives visibly damaged, please photograph:

  1. The external packaging;

  2. The delivery label;

  3. The internal packaging; and

  4. The damaged product.

Send the photographs and your order number to:

sales@davidbrentstore.com

Please retain the packaging until we confirm whether it is required for the delivery investigation.

17. Split deliveries

We may dispatch an order in more than one parcel.

You will not be charged additional delivery costs where we choose to split an order.

Where an order is sent in separate parcels, you may receive more than one dispatch confirmation or tracking number.

18. Events outside our control

We are not responsible for delays caused by events outside our reasonable control.

These may include:

  1. Extreme weather;

  2. Natural disasters;

  3. Industrial action;

  4. Transport disruption;

  5. Customs delays;

  6. Government restrictions;

  7. War or civil disorder;

  8. Failure of postal or telecommunications systems; or

  9. Other similar circumstances.

We will take reasonable steps to minimise the impact and keep you informed where a significant delay becomes known to us.

This does not remove any mandatory consumer rights, including rights arising where delivery is unreasonably delayed.

19. Contact us

For shipping and delivery enquiries, contact:

Email: sales@davidbrentstore.com

Please include your order number when contacting us.