This policy explains how we send orders from Elite Terpenez, what delivery costs, when we usually dispatch and what to do if there is a problem with your parcel. Elite Terpenez is the trading name of ELITETERPENES LTD, a company registered in England and Wales (company number 16599313). Our registered office is Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH. Read it together with our terms and conditions.
Who we sell to
Our shop is for customers aged 18 or over. By placing an order you confirm that you are 18 or over. Prices are in pounds sterling (GBP). Please also read our safety and compliance page, because terpenes are concentrated products that need careful handling and storage once they arrive.
Where we deliver and which carrier we use
- UK mainland: delivered by FedEx.
- UK offshore and islands: Northern Ireland, the Outer Hebrides (HS postcodes), Shetland (ZE postcodes), the Isle of Man and the Channel Islands are delivered by UPS.
- Europe and the rest of the world: delivered by UPS.
The delivery options we can offer for your address are shown at checkout after you enter it. Which services you see depends on your address and your order.
Delivery costs
- The cost of delivery is calculated at checkout from your address and your order, and you see it before you pay.
- Delivery to UK mainland addresses is free on orders over £80. This offer does not cover the offshore and island addresses listed above.
When we dispatch
We dispatch on working days, which are Monday to Friday, excluding bank holidays in England and Wales.
- For orders that are placed and paid for by 3:00 pm UK time on a working day, we aim to dispatch the same working day. Orders paid for after 3:00 pm, or at the weekend or on a bank holiday, usually go out on the next working day.
- If you pay by bank transfer or cryptocurrency, we prepare your order once the payment has been received and confirmed, so the cut-off applies from that point.
- If an item is out of stock or we need to check something with you, we will contact you by email.
These are our aims, not promises. Busy periods, carrier collection times and checks on an order can mean dispatch takes longer.
Delivery times
Where your carrier provides an estimated delivery date, we show it at checkout and in your order emails. Delivery times are estimates from our carriers and are not guaranteed. Delays can happen outside our control, for example because of carrier problems, weather or customs checks.
You will receive a tracking link in your delivery email once your parcel has been handed to the carrier.
Orders outside the UK
Orders delivered outside the UK are sent on a delivered at place (DAP) basis. This means the price you pay at checkout does not include import duties, taxes or customs charges in the destination country. You are responsible for paying any import duties, taxes and customs charges that apply to your order. These may be charged by the carrier or by customs, sometimes at the time of delivery. We cannot tell you the amount in advance. Please check the rules in your country before you order, including whether you are allowed to import the products.
Delivery address and checking your order
Please check your name, address and phone number carefully before you pay. If you notice a mistake, contact us as soon as possible at info@eliteterpenez.co.uk. We cannot always change an address once an order has gone to the carrier. If a parcel is returned to us because of an incorrect or incomplete address, we may need to ask you to pay for it to be sent again.
Late, lost or damaged parcels
- Check your parcel when it arrives. If it is damaged or leaking, or something is missing or wrong, contact us as soon as you can with your order number and, if possible, photos of the parcel and the items.
- If your parcel has not arrived, check the tracking link in your delivery email first, then contact us with your order number and we will help you with the carrier.
- Your rights if goods are faulty, damaged or not as described are set out in our refund and returns policy.
Shipping FAQ
Is delivery free?
Delivery to UK mainland addresses is free on orders over £80. For everything else, the cost is calculated at checkout and shown before you pay.
Which carrier will deliver my order?
UK mainland orders go by FedEx. Northern Ireland, the Scottish islands in the postcodes listed above, the Isle of Man, the Channel Islands, Europe and the rest of the world go by UPS.
When will my order be dispatched?
We aim to dispatch the same working day if your order is placed and paid for by 3:00 pm UK time, and otherwise on the next working day. This is an aim, not a guarantee.
Can you tell me exactly when it will arrive?
No. We show an estimated date where the carrier provides one, but delivery dates are estimates and not guaranteed.
Will I have to pay import charges?
Possibly, if your order is delivered outside the UK. Duties, taxes and customs charges are not included in the price at checkout, and you are responsible for paying them.
What if my parcel is damaged?
Contact us as soon as you can with your order number and photos, and we will help put it right in line with your legal rights.
Contact us
ELITETERPENES LTD, trading as Elite Terpenez, Hamill House, 112-116 Chorley New Road, Bolton, England, BL1 4DH.
Email: info@eliteterpenez.co.uk, or use our contact page.