Shipping policy

At Mason & Reed London, we strive to provide a smooth, reliable and transparent shopping experience. This Shipping Policy explains our delivery procedures and the responsibilities of both Mason & Reed London and the customer.

By placing an order through our website, you confirm that you have reviewed and agreed to this Shipping Policy, as well as our Terms and Conditions, Return and Refund Policy and Privacy Policy.

 

 

Shipping Locations

We currently ship throughout the United Kingdom.

If delivery outside the United Kingdom is available, the applicable shipping options, costs and conditions will be shown at checkout or otherwise confirmed by our Customer Care Team before the order is placed.

 

 

Processing and Delivery Times

We do our best to process and deliver every order as quickly as possible.

  • Processing time: 1 to 3 business days.
  • Estimated total delivery time: 9 to 12 business days.

Business days are Monday through Friday and exclude applicable public holidays.

All delivery times are estimates and are not guaranteed. During busy sales periods, public holidays, severe weather, customs or security inspections, carrier disruptions or other circumstances outside our reasonable control, delivery may take longer.

A delay within the delivery network does not automatically mean that a parcel is lost.

 

 

Carriers and Local Delivery Partners

Depending on the destination, availability and selected delivery route, orders may be delivered by carriers such as:

  • Royal Mail;
  • Evri;
  • Yodel;
  • DPD;
  • DHL;
  • FedEx;
  • UPS;
  • Other authorised regional or local delivery partners.

The final-mile carrier may differ from the carrier initially shown in the tracking information.

Once a parcel has entered the carrier’s delivery network, local delivery procedures, delivery routes, attempted-delivery decisions and pickup or collection-location assignments are managed by the relevant carrier.

Mason & Reed London cannot control a carrier’s delivery schedule, the exact time of delivery or the specific pickup or collection location selected by the carrier. However, our Customer Service team will assist where reasonably possible if a delivery issue occurs.

 

 

Free Shipping

Mason & Reed London offers free standard shipping within the United Kingdom, with no minimum order value.

“Free shipping” means that no standard shipping charge is added to the customer’s order at checkout. It does not mean that Mason & Reed London incurs no shipping costs.

Additional costs caused by an incorrect address, refused delivery, repeated delivery failure or failure to collect a parcel may therefore be charged to the customer where permitted by applicable law.

 

 

Customer Responsibility for Delivery Information

The customer is responsible for providing a complete and accurate delivery address when placing an order.

This includes:

  • The recipient’s full name;
  • Street name and house or building number;
  • Flat, apartment, unit or access information where applicable;
  • Town or city;
  • Correct postcode;
  • Valid email address;
  • Valid telephone number.

Customers must review their order confirmation immediately and contact Customer Care as soon as possible if any information is incorrect.

Once an order has been processed or shipped, we cannot guarantee that the delivery address can still be changed.

Mason & Reed London is not responsible for delivery problems caused by incomplete or incorrect information supplied by the customer, except where required by applicable law.

 

 

Tracking and Customer Responsibility

Once your order has shipped, you will receive an email containing tracking information where available.

The customer is responsible for monitoring the tracking status of the shipment and responding promptly to delivery notifications, attempted-delivery notices and pickup or collection instructions from the carrier.

Carrier notifications may be provided by email, telephone, text message, a physical delivery notice, the carrier’s tracking page or another available method.

Customers should also check their spam or junk-mail folder and ensure that the contact information entered at checkout remains accessible.

 

 

Failed Delivery Attempts and Pickup Locations

If the customer is unavailable when delivery is attempted, the carrier may:

  • Make another delivery attempt;
  • Leave the parcel in a safe location where permitted;
  • Deliver the parcel to a parcel locker;
  • Transfer the parcel to a post office, carrier depot or authorised pickup or collection location;
  • Request that the customer contact the carrier to arrange collection or redelivery.

Delivery to an official pickup or collection location following an unsuccessful delivery attempt forms part of the normal delivery process and does not, by itself, constitute non-delivery.

When a parcel is made available at a pickup or collection location, the customer is responsible for collecting it within the timeframe specified by the carrier.

Collection periods vary by carrier and location and may be limited to only a few business days.

Customers must follow the carrier’s identification requirements and collection instructions.

If the customer cannot collect the parcel within the stated period, the customer should contact the carrier and Mason & Reed London immediately. An extension or redelivery cannot be guaranteed and may involve additional charges.

 

 

Uncollected, Refused or Undeliverable Parcels

A parcel may be returned to the sender when:

  • It is not collected from the pickup or collection location within the carrier’s timeframe;
  • Delivery is refused by the recipient;
  • The address supplied by the customer is incorrect or incomplete;
  • The carrier is unable to access the delivery location;
  • The customer does not respond to the carrier’s delivery instructions;
  • Repeated delivery attempts are unsuccessful;
  • The parcel is otherwise classified as undeliverable by the carrier.

Failure to collect a parcel or refusal to accept delivery is not automatically treated as a regular product return or as proof that the order was never shipped.

When a parcel is returned to sender, Mason & Reed London must first wait until the parcel has been physically received and processed by the relevant return facility. This process may take several weeks.

Once the return has been confirmed, we may offer one of the following solutions, depending on the circumstances:

  1. Reshipment of the order, subject to payment of any additional shipping or handling costs; or
  2. A refund of the eligible product amount, less any actual outbound shipping, return-to-sender, carrier, handling or other non-recoverable costs incurred as a result of the failed delivery, where permitted by applicable law.

Original and return shipping costs are non-refundable when a parcel is returned because the customer did not collect it, refused it, supplied incorrect delivery information or failed to cooperate with the carrier, except where otherwise required by applicable law.

No refund or replacement will be issued before the return status has been verified. If the parcel is not returned to us or our designated facility, we will investigate the shipment with the carrier before determining an appropriate resolution.

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded.

 

 

Reshipment as a Courtesy

In exceptional circumstances, Mason & Reed London may offer a complimentary or partially compensated reshipment as a gesture of goodwill.

Such a reshipment is assessed individually and is not guaranteed.

We may ask the customer to provide relevant evidence, such as:

  • Screenshots of tracking information;
  • Copies of communications with the carrier;
  • Evidence that the customer requested redelivery or attempted collection;
  • Confirmation from the carrier that incorrect information was provided;
  • Other information reasonably required to investigate the delivery.

A one-time goodwill solution does not create an obligation to provide the same solution in future cases.

 

 

Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but the customer cannot locate it, the customer must:

  1. Check the letterbox, parcel locker, lobby, reception area, safe place and surrounding property;
  2. Ask household members, neighbours, building management or reception staff whether they accepted the parcel;
  3. Review the tracking page and any delivery photograph or carrier notice;
  4. Contact the local carrier for further delivery information;
  5. Contact Mason & Reed London promptly with the order number and relevant details.

Please notify us as soon as possible, preferably within 48 hours after the tracking status changes to delivered. Reporting the matter promptly gives us the best opportunity to request information from the carrier.

A delivered tracking status will be considered important delivery evidence, but we will review the individual circumstances and any available carrier documentation before making a final determination.

We cannot guarantee a refund or replacement when the carrier provides valid proof of delivery to the address, safe location, parcel locker or pickup or collection location associated with the order. This does not affect any rights that cannot legally be excluded.

 

 

Delivery Investigations

When a parcel is delayed, lost or disputed, Mason & Reed London may open an investigation with the supplier, shipping partner or final-mile carrier.

The customer agrees to cooperate reasonably with this investigation and provide any requested information.

An investigation may include reviewing:

  • Tracking scans;
  • Delivery attempts;
  • GPS or route information where available;
  • Delivery photographs;
  • Signatures;
  • Pickup or collection records;
  • Carrier correspondence;
  • Address information;
  • Communications between the customer and the carrier.

Refunds and replacements are not automatically issued while an active carrier investigation is still in progress.

 

 

Chargebacks and Delivery Disputes

Customers are requested to contact Mason & Reed London first regarding any delivery issue so that we have a reasonable opportunity to investigate and offer an appropriate solution.

Submitting a chargeback does not automatically establish that an order was not delivered.

Where a payment dispute is submitted, Mason & Reed London may provide the payment provider with relevant order and delivery evidence, including:

  • The order confirmation;
  • The customer’s acceptance of our store policies;
  • Tracking information;
  • Delivery-attempt records;
  • Pickup or collection-location notices;
  • Proof of delivery;
  • Address information supplied at checkout;
  • Communications with the customer;
  • Carrier investigation results.

Nothing in this section prevents a customer from exercising any statutory or contractual rights available to them.

 

 

Fulfilment Partners and International Shipping Routes

Mason & Reed London may use suppliers, warehouses, fulfilment partners and logistics providers located in the United Kingdom or other countries to process and deliver orders.

Products may therefore be shipped through an international logistics route or directly from an overseas fulfilment facility.

The use of an international supplier, warehouse, fulfilment partner or logistics provider does not change the contractual relationship between Mason & Reed London and the customer.

Mason & Reed London remains the customer’s point of contact for order-related questions, subject to our policies and applicable law.

 

 

Import Duties, Taxes and International Charges

Orders delivered within the United Kingdom will be handled according to the prices, taxes and other mandatory amounts disclosed during checkout.

Customers will not be charged undisclosed mandatory fees by Mason & Reed London after checkout.

For any shipment to a destination outside the United Kingdom, the recipient may be responsible for import duties, customs charges, VAT or local taxes, brokerage fees or other charges imposed by the destination country.

Unless expressly stated otherwise before purchase, these international charges are not included in the purchase price and must be paid by the recipient directly to the appropriate authority or carrier.

Refusal to pay applicable import or customs charges may cause the parcel to be returned. Any verified non-recoverable shipping, customs, return or handling charges may be deducted from an eligible refund where permitted by applicable law.

 

 

Delays Outside Our Control

Mason & Reed London is not responsible for delays caused by circumstances outside our reasonable control, including but not limited to:

  • Severe weather or natural disasters;
  • Carrier disruptions or capacity problems;
  • Labour disputes or strikes;
  • Public holidays;
  • Customs or security inspections;
  • Incorrect or incomplete customer information;
  • Restricted access to the delivery address;
  • Failed delivery attempts;
  • Delays caused by local postal or courier services.

We will nevertheless provide reasonable assistance and, where appropriate, request an investigation from the relevant shipping partner.

 

 

Contact Information

Are you experiencing a delay, failed delivery or missing parcel? Please contact our Customer Service team before initiating a payment dispute.

Email: contact@masonreedlondon.co.uk

Customer Service hours: Monday to Saturday, from 9:00 AM to 5:00 PM UK local time.

We aim to respond within 1 business day.

Please include your full name, order number, delivery address and tracking number so we can investigate your request efficiently.

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