Shipping policy
SHIPPING POLICY
Last updated: 12 July 2026
This Shipping Policy applies to orders placed through avenmoss.uk.
1. ORDER PROCESSING
Orders normally require:
1 to 3 business days
for processing before dispatch.
Processing may include:
- reviewing the order;
- confirming payment;
- preparing the product;
- packaging the order;
- transferring the parcel to the carrier.
Saturdays, Sundays and public holidays are not normally counted as business days.
Order processing time is separate from the estimated delivery time.
Orders placed during weekends or public holidays normally begin processing on the next business day.
Processing may take longer during:
- periods of high demand;
- promotional campaigns;
- public holidays;
- technical disruptions;
- carrier disruption;
- exceptional circumstances.
2. ESTIMATED DELIVERY TIME
After dispatch, the estimated delivery time is:
5 to 15 business days
This timeframe is an estimate and may vary depending on:
- destination;
- product dimensions;
- carrier availability;
- public holidays;
- weather conditions;
- periods of high demand;
- delivery network disruption;
- an incomplete or incorrect address;
- circumstances outside the reasonable control of Avenmoss.
The estimated delivery time begins when the order is dispatched, not when the purchase is placed.
3. DELIVERY OPTIONS
The available delivery methods, charges and conditions are shown during checkout.
Selecting an express or faster delivery method does not automatically remove the processing period of 1 to 3 business days unless clearly stated during checkout.
Avenmoss may use different carriers or logistics partners to complete an order.
A carrier may transfer the final stage of delivery to a local delivery partner.
4. ORDER TRACKING
Where tracking is available, you will receive a tracking number or link by email.
Tracking information may take several days to display its first update after a shipping label has been created.
A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving or has been lost.
5. DELIVERY ADDRESS
You are responsible for providing a complete and accurate delivery address.
The address should include:
- the recipient’s full name;
- street name;
- building or house number;
- flat, unit or floor where applicable;
- postcode;
- town or city;
- country;
- any information reasonably required by the carrier.
Please review the delivery details carefully before completing payment.
If you notice an error, contact us immediately at:
support@avenmoss.uk
We cannot guarantee that an address can be changed once the order has been prepared or dispatched.
Costs caused by an incorrect, incomplete or inaccessible address may be charged to the customer where the error was caused by the information provided by the customer.
6. DELIVERY ATTEMPTS
The carrier may make one or more delivery attempts.
The parcel may also be delivered to:
- a collection point;
- a parcel shop;
- a delivery depot;
- a secure location;
- a neighbour;
- a building reception.
You are responsible for following the carrier’s instructions and collecting the parcel within the stated period.
If a parcel is returned because of:
- absence;
- failure to collect;
- an incorrect address;
- refusal without prior agreement;
- missing delivery details;
the actual return and redelivery costs may be deducted from a refund where legally permitted.
7. ORDERS SENT IN SEPARATE PARCELS
An order containing more than one product may be divided into separate parcels.
You may receive:
- different tracking numbers;
- separate dispatch emails;
- deliveries on different dates;
- parcels handled by different carriers.
An order will not be treated as incomplete while the remaining parcels are still in transit within the estimated delivery period.
8. DELIVERY DELAYS
Delivery dates are estimates and are not guaranteed arrival dates.
If an order is significantly delayed beyond the stated timeframe, contact:
support@avenmoss.uk
We will review the matter and, where appropriate, contact the carrier.
If delivery does not take place within the agreed timeframe, you may have statutory rights to require delivery within an additional reasonable period or cancel the order in qualifying circumstances.
9. ORDER MARKED AS DELIVERED
If tracking shows that a parcel has been delivered but you cannot find it, please:
- check the delivery address;
- check the entrance, porch and secure locations;
- speak with household members;
- ask neighbours;
- contact building reception or management;
- check local collection points;
- contact the carrier;
- contact support@avenmoss.uk.
Avenmoss may ask for additional information and open an investigation with the carrier before providing a resolution.
10. LOST PARCELS
A parcel will not automatically be treated as lost because tracking has not updated for several days.
Where there are reasonable indications that a parcel may have been lost, Avenmoss will request an investigation from the carrier.
After the investigation, the available resolution may include:
- replacement;
- redelivery;
- refund.
11. PRODUCTS DAMAGED DURING DELIVERY
If the packaging arrives with visible damage, take photographs before disposing of it.
Examples include:
- crushing;
- holes;
- water damage;
- tears;
- opened packaging;
- signs of tampering.
Contact:
support@avenmoss.uk
Please provide:
- the order number;
- photographs of the packaging;
- photographs of the product;
- a photograph of the shipping label;
- a description of the damage.
12. SHAPING PRODUCTS AFTER DELIVERY
Artificial plants, trees and arrangements may be packed compactly to protect them during transport.
After unpacking, you may need to:
- open the branches carefully;
- position the leaves;
- arrange the flowers;
- shape the foliage evenly.
This is normal for many artificial botanical products and does not automatically indicate a fault.
13. RISK AND RESPONSIBILITY
Responsibility for the goods normally passes to the consumer when the goods are delivered into the physical possession of the consumer or a person nominated by the consumer.
This does not include a carrier independently selected by Avenmoss.
14. EVENTS OUTSIDE OUR CONTROL
Avenmoss is not responsible for delays caused by events outside our reasonable control, including:
- severe weather;
- natural disasters;
- strikes;
- conflict;
- transport restrictions;
- government action;
- public health emergencies;
- major technical failures;
- logistics network disruption.
Your mandatory statutory rights remain unaffected.
15. CONTACT
Email:
support@avenmoss.uk
Website:
avenmoss.uk