Shipping &
Delivery Policy

Once your order has been dispatched, standard UK delivery usually takes approximately 1–5 business days.

Delivery times are estimates and cannot always be guaranteed.

The actual delivery time may depend on:

• the delivery service selected;
• your location;
• courier network capacity;
• weather conditions;
• public holidays; and
• circumstances outside our reasonable control.

Depending on availability, destination and the options displayed at checkout, orders may be delivered using:

• Royal Mail;
• Evri (formerly Hermes);
• another courier service;
• home delivery; or
• collection from our warehouse, where this option is offered.

Available delivery methods and their prices are displayed at checkout. Delivery charges depend on the delivery method, destination and order details.

Please check your delivery address carefully before completing your order.

Customers are responsible for ensuring that the delivery information submitted during checkout is accurate and complete.

If you notice an error after placing an order, contact us as soon as possible at hello@cannumo.co.uk.

We will try to amend the delivery details where possible. However, once an order has been processed or dispatched, we may no longer be able to change the address.

If a parcel is returned to us because an incorrect or incomplete address was provided, additional delivery charges may apply if you ask us to resend it.

Where tracking is available, you will receive a dispatch confirmation containing your tracking information once your order has been shipped.

Tracking information may take some time to become active after the carrier receives the parcel.

You can use the tracking link provided to monitor the progress of your delivery.

Please note that tracking updates are provided by the delivery carrier and may occasionally be delayed or incomplete.

While we aim to deliver orders within the estimated timeframe, delays may occasionally occur. Possible causes include:

• courier network disruption;
• severe weather;
• public holidays;
• strikes or industrial action;
• unusually high parcel volumes;
• incorrect delivery information; or
• other circumstances outside our reasonable control.

If your tracking has not updated for several days or your order has not arrived within the expected timeframe, please contact us at hello@cannumo.co.uk. Please include your order number so that we can investigate.

A parcel is not automatically considered lost simply because it has been delayed. Where necessary, we may need to allow the carrier's expected delivery or investigation period to expire before the parcel can be formally treated as lost.

If your parcel does not arrive and tracking indicates that it may have been lost in transit, please contact us. We may:

• check the tracking history;
• contact the carrier;
• open a delivery investigation or claim; and
• request any information reasonably required to investigate the shipment.

If the carrier confirms that the parcel has been lost, or if we otherwise determine that it has been lost before delivery, we will arrange an appropriate solution. Depending on the circumstances, this may include:

• sending a replacement order; or
• issuing a refund.

You will not be expected to pay for a replacement shipment where the original parcel has been confirmed as lost before delivery.

If tracking shows that your parcel has been delivered but you cannot find it, please first check:

• around your property;
• any designated safe place;
• with other members of your household;
• with neighbours;
• your building reception or concierge, where applicable; and
• any delivery photograph or location information provided by the carrier.

If the parcel is still missing, please contact us promptly at hello@cannumo.co.uk. Include:

• your order number;
• confirmation that you have checked the locations listed above; and
• any relevant information about the delivery.

We may contact the carrier and open an investigation. A carrier marking a parcel as "delivered" does not necessarily determine the outcome of our investigation.

We will consider the available delivery evidence, including any:

• delivery photograph;
• GPS or location data;
• signature;
• safe-place information; or
• carrier investigation result.

If you believe your parcel was stolen after delivery, please contact us as soon as possible.

We will review the available delivery information and may ask you to provide additional details. Where appropriate, we may also ask you to:

• report the theft to the carrier;
• provide information relating to the delivery location; or
• report the matter to the police where there is evidence of theft.

Each case will be reviewed individually. If a parcel was left in an unauthorised or inappropriate location and subsequently went missing, we will investigate this with the carrier.

Where a parcel was correctly delivered into your possession, or to a safe place or person specifically authorised by you, responsibility may differ from a parcel that was lost or misdelivered before you received it.

Nothing in this section affects your statutory consumer rights.

If your order arrives damaged, please contact us as soon as reasonably possible at hello@cannumo.co.uk.

To allow us to investigate and resolve the issue, we will normally ask you to provide clear photographs of the damage. Please provide photographs showing, where applicable:

• the damaged product;
• the outer shipping packaging;
• the inside of the parcel;
• any damaged or leaking bottles;
• protective packaging;
• the shipping label; and
• the batch or product information visible on the product.

Please do not dispose of the damaged product or packaging until we have confirmed that it is no longer required for the investigation.

Depending on the circumstances, we may offer:

• a replacement;
• a refund;
• a partial refund; or
• another appropriate resolution.

Photographs help us confirm what happened and, where applicable, submit a damage claim to the delivery carrier. Your statutory rights regarding damaged or faulty goods remain unaffected.

If your parcel arrives but one or more products are missing, please contact us at hello@cannumo.co.uk.

Please include:

• your order number;
• details of the missing item;
• photographs of the parcel as received; and
• photographs of the packaging and shipping label where reasonably possible.

We will review the fulfilment and shipment information and determine the appropriate resolution.

If you choose delivery to a parcel locker, collection point or another location requiring collection, you are responsible for collecting your parcel within the period specified by the delivery provider.

You will normally receive an SMS, email or other notification when the parcel is ready for collection.

If the parcel is not collected within the specified period, it may be returned to us. Once the parcel has been returned to us, we may:

• refund the eligible amount; or
• resend the order at your request.

Where permitted by law, reasonable delivery and return-to-sender costs may be deducted from the refund. If you ask us to resend an uncollected order, an additional delivery charge may apply.

If delivery cannot be completed because:

• the delivery address is incorrect or incomplete;
• the recipient repeatedly cannot be reached;
• access to the delivery address is unavailable;
• the parcel is refused; or
• the customer does not complete a required collection,

the parcel may be returned to us.

Once we receive the returned parcel, we will contact you or process the order in accordance with the circumstances. Additional delivery charges may apply if you ask for the parcel to be sent again.

If tracking shows that your parcel is being returned to us, please allow time for the parcel to arrive back at our facility.

We normally need to physically receive and process the returned parcel before a refund or reshipment can be completed.

Where a return was caused by a courier error, we will assess the situation accordingly. Where it resulted from incorrect customer-provided delivery information, non-collection or refused delivery, reasonable additional delivery costs may apply.

We remain responsible for the goods while they are being delivered to you using a delivery service arranged by us.

Risk of loss or damage generally passes to you when the goods come into your physical possession or into the possession of a person identified by you to receive them.

Nothing in this Shipping Policy limits any rights you have under applicable UK consumer law.

We may add, remove or change delivery providers and delivery options from time to time.

The delivery services currently available to your order will be displayed during checkout.

The availability of a particular courier or service cannot be guaranteed for every postcode, order or destination.

If you have questions about shipping, tracking, delivery, a missing parcel or a damaged order, please contact our customer support team.

Email:
hello@cannumo.co.uk

When contacting us about an existing order, please include your order number so we can assist you more quickly.

CANNUMO LIMITED
Company number: 16219662

10 Fuchsia Close
Priorslee
Telford
England
TF2 9PG