Delivery Policy
Last updated: 15 September 2026
Free, tracked delivery on every Comfaine order, to any UK address. This page covers timing, packaging, tracking, the rules for cancelling or changing an order, wrong addresses, and what we do when a parcel is late, lost or damaged. It applies together with our Returns & Refunds Policy — please read both before you order.
1. How long it takes
Processing — from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Transit with the courier takes an estimated 3–5 working days and varies with where you are, so allow 4–8 working days in total from the day you order. Working days are Monday to Friday, excluding UK bank holidays; an order placed on a Friday evening begins processing on Monday. In the weeks before Christmas and during major promotions, processing can take up to 2 additional working days.
All times are estimates based on courier performance, not guaranteed dates: courier disruption, severe weather, bank holidays and customs processing can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.
2. What you pay and where we deliver
Nothing beyond the price at checkout: delivery is free with no minimum spend. We deliver to every UK address, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Channel Islands, at no extra cost. We don't currently deliver outside the UK.
3. Packaging
Orders are sent in plain packaging with no product description on the outside. The courier label shows the sender name and your address, nothing more.
4. Confirmation and tracking
You'll get an order confirmation by email straight after checkout — check the delivery address in it. When the parcel is dispatched, a second email brings the tracking number. Allow 2–5 working days for the first scan to appear; a tracking page showing only "label created" in the first days is normal, and updates can be less frequent while the parcel travels between courier hubs. If tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
Items are dispatched from the fulfilment centre that holds them, so an order with several items may arrive in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
5. Cancelling or changing an order
Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@comfainelondon.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).
6. Your delivery address, failed deliveries and uncollected parcels
Check the name, address and mobile number before you complete checkout: house number or name, street, flat number where relevant, and postcode — an incomplete address is the most common reason a parcel is late. Address changes are only possible within the 5-minute window in section 5; after that, couriers don't redirect consumer parcels.
If nobody's in, the courier will usually leave the parcel in a safe place, with a neighbour or at a collection point, and tell you which by text or card. Parcels that can't be delivered because the address was wrong or incomplete, or that aren't collected from a collection point or Post Office within the holding period, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Delays and lost parcels
If tracking shows the parcel moving, give it a little more time. If tracking has been silent for 10 working days, or the parcel is more than 7 working days past the estimated delivery window, email us your order number. We'll open a trace with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
8. Marked delivered, but not received
Check the tracking page for a photo of where it was left, then the usual places: porch, safe place, communal entrance, neighbours and other members of your household — couriers sometimes scan a parcel shortly before the final handover. If it still hasn't turned up, let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 11 applies.
9. Damaged on arrival
If the parcel or an item is damaged, keep all packaging and email us within 3 working days of delivery with your order number and clear photographs of the parcel, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
10. VAT and duties
All prices include VAT at 20%. If your order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us before the parcel is released — you won't receive a "fee to pay" card or a customs charge, and nothing is collected on delivery.
11. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 5.
12. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@comfainelondon.com