Shipping policy

Shipping and delivery

This policy applies to orders placed with Fenela Mode, operated by SANDS WEAR LTD, company number 17300632, registered in England and Wales. Contact us at info@fenelamode.com.

1. Where we deliver

We currently deliver to addresses in the United Kingdom. A delivery address is accepted only when checkout confirms that it is eligible and displays an available delivery option.

2. Delivery charges and estimates

Available delivery methods and charges are shown before payment and form part of your order information. Our current checkout offers Free Shipping for £0.00 and Premium Shipping for £4.95 for eligible United Kingdom orders.

Order processing normally takes 1–2 business days. After dispatch, carrier transit normally takes 5–8 business days. The combined estimated delivery window is therefore normally 6–10 business days from the business day on which processing starts.

Any delivery date or range is an estimate unless we expressly agree a guaranteed date. We will deliver without undue delay and, unless a different period is agreed with you, within 30 days after the contract is made. If a delay becomes material, we will contact you using the details supplied with the order.

3. Processing and dispatch

Our daily order cut-off is 17:00 United Kingdom time. An order placed by 17:00 on a business day normally enters processing that business day. An order placed after 17:00 normally enters processing on the next business day.

Fulfilment operates from Monday to Friday, excluding applicable public holidays. Orders placed after Friday's cut-off, during a weekend or on a public holiday normally enter processing on the next business day. Processing normally takes 1–2 business days before dispatch and is separate from the 5–8 business-day carrier transit time.

We may contact you if an item becomes unavailable, if the address appears incomplete, if payment or fraud checks require clarification, or if another issue prevents dispatch. We will not substitute a materially different item without your agreement.

4. Order confirmation and tracking

After ordering, you should receive an order confirmation at the email address provided. This acknowledges receipt of the order but does not necessarily mean it has been accepted. Where tracking is available, we will send the tracking information after dispatch. Tracking events can take time to appear and may not update at every stage.

5. Separate parcels

An order may be dispatched in more than one parcel. Parcels can arrive on different days and may have separate tracking details. You will not be charged additional delivery fees solely because we split an order after purchase.

6. Address accuracy

You are responsible for providing a complete and accurate delivery address, including flat or unit number and postcode. Contact us immediately if you notice an error. We will try to help, but changes may not be possible after processing or dispatch.

If a parcel is returned because an address was incomplete or incorrect, we will contact you. Any charge for redelivery or deduction from a refund will be limited to reasonable direct costs and applied only where lawful.

7. Delivery, safe places and risk

Delivery is completed when the goods come into your physical possession, or the possession of a person you identified to receive them. If you independently nominate a carrier that we did not offer, different risk rules may apply under consumer law.

If you request delivery to a safe place, neighbour, reception area, collection point or similar location, make sure it is secure and appropriate. Carrier proof of delivery is relevant but not automatically conclusive where you dispute receipt.

8. Delays and events outside reasonable control

Delivery may be affected by severe weather, transport disruption, industrial action, customs processes, peak demand, public holidays, security checks or other events outside reasonable control. We will take reasonable steps to minimise disruption and keep you informed where a delay is significant.

If delivery by an agreed essential date was fundamental, or if we fail to deliver within an additional reasonable period you set, you may have the right to end the contract. Nothing in this policy limits those rights.

9. Lost, damaged or missing parcels

If tracking shows a parcel as delivered but you cannot locate it, check the delivery location, household members, neighbours and any carrier notice, then contact us. If a parcel appears lost, arrives damaged or has missing items, email us with your order number and relevant details. Keep damaged goods and packaging while we investigate.

We will not make you pursue the carrier as a condition of receiving a remedy that is our responsibility under consumer law.

10. Delivery outside the United Kingdom

We currently do not offer delivery outside the United Kingdom. We will update this policy and checkout before any additional destination is introduced.

11. Contact

For delivery questions, email info@fenelamode.com and include your order number, full name and delivery postcode. Do not publish or send sensitive payment details by email.