Shipping Policy

Shipping Policy

At OnYourShape, we strive to make your shopping experience clear and straightforward. Please review our shipping details below.

Shipping Range

Shipping Area Details
Countries We Ship To We currently ship exclusively within the United Kingdom. All orders are dispatched from our warehouse in Derby, UK, ensuring fast and reliable delivery to all UK addresses including England, Scotland, Wales, and Northern Ireland.
International Shipping We do not currently offer international shipping outside the UK. We are working to expand our shipping coverage. New countries will automatically appear in the checkout country selector once available.
Restricted Areas We deliver to all standard UK postal addresses. For remote locations (Scottish Highlands, offshore islands), delivery may take 1–2 additional business days.

Shipping Costs

Shipping Type Cost & Details
Standard UK Shipping FREE shipping on all UK orders – no minimum purchase required.
You will never pay for delivery when ordering from OnYourShape. This applies to all products, all order sizes, and all UK destinations.
Express Shipping Currently not available. If we introduce express or next-day delivery options in the future, they will be displayed at checkout with clear pricing.
Hidden Fees & Extra Charges No hidden fees. The price you see at checkout is the final price. All applicable VAT is already included in product prices. No surprise charges will be added after you place your order.

Order Processing Time

Processing Stage Timeframe & Details
Standard Processing 1–3 business days (Monday–Friday, excluding UK public holidays).
During this time, we verify your order, prepare your items for shipping, perform quality checks, and securely package your knitwear to prevent damage during transit.
Orders Placed After 5:00 PM GMT/BST Orders submitted after 5:00 PM UK time will be processed starting the next business day. For example, an order placed Monday at 6:00 PM will begin processing on Tuesday morning.
Weekend & Public Holiday Orders Orders placed on Saturday, Sunday, or UK public holidays will be processed on the next working day. Our warehouse operates Monday–Friday only.
Order Confirmation You will receive an order confirmation email immediately after purchase, and a separate dispatch confirmation email with tracking number once your order ships.

Estimated Delivery Time

Delivery Information Timeframe & Explanation
Standard UK Delivery 7–14 business days after dispatch (not including processing time).
Total time from order to delivery: 8–17 business days.
Most UK orders arrive within 10–12 business days. We partner with reliable UK carriers to ensure your items arrive safely.
What Are Business Days? Business days are Monday through Friday, excluding UK public holidays and bank holidays. Weekends (Saturday and Sunday) are not counted as business days.
Possible Delays Occasionally, delivery may be delayed due to:
• UK public holidays and bank holidays
• Severe weather conditions (snow, storms, flooding)
• Carrier delays during peak seasons (Christmas, Black Friday)
• Incorrect or incomplete delivery address provided
• Royal Mail or carrier operational issues

We will keep you informed if we become aware of any significant delays affecting your order.
Delivery Attempts If you are not home when delivery is attempted, the carrier will leave a notification card with instructions for redelivery or collection from your local post office or depot.

Tracking Your Order

Tracking Information How It Works
Tracking Number Provided Yes, every order includes tracking.
You will receive your tracking number via email once your order is dispatched from our Derby warehouse. Check your inbox and spam/junk folder for an email from contact@onyourshape.com with subject line "Your Order Has Been Shipped".
How to Track Your Order You can track your order in two ways:
1. Click the tracking link in your dispatch confirmation email
2. Visit our Track Your Order page and enter your order number and email address

Our tracking system is powered by Track123, a trusted Shopify tracking app.
When Will Tracking Activate? Tracking information may take 2–5 business days to appear after you receive your tracking number. This is normal – it means your parcel is in the carrier\'s system but hasn\'t been scanned at the first depot yet. Please be patient and check again after 48 hours.
Tracking Not Updating? If your tracking hasn\'t updated after 5 business days, or if it shows "in transit" for more than 7 days without movement, please contact our customer service team and we will investigate with the carrier immediately.

Customs, Duties & Taxes

Tax & Duty Information Details
UK Orders – No Customs No international customs duties or import fees apply to UK orders.
Because we ship exclusively within the UK from our Derby warehouse, your order will not pass through customs and you will never be charged unexpected import fees or customs clearance charges.
VAT (Value Added Tax) All prices shown on our website include UK VAT at the standard rate (currently 20%).
The price you see is the price you pay – no VAT will be added at checkout. Your receipt and invoice will show the VAT amount separately for your records.
VAT Registration ONYOURSHAPE LTD is a UK-registered company (Company Number: 16797935) and is registered for VAT purposes. We comply with all UK tax regulations.

Missing Items or Parcels

Issue What To Do
Missing Item from Your Parcel If you received your parcel but an item is missing:
1. Check all packaging carefully – small items can hide in tissue paper or folds
2. Check the packing slip to confirm which items should be included
3. Email us at contact@onyourshape.com within 7 days of receiving your parcel
4. Include your order number, the missing item name, and a photo of what you received

We will investigate immediately and send the missing item at no extra cost, or offer a refund for the missing item.
Parcel Not Delivered If your parcel has not arrived within the estimated delivery timeframe (8–17 business days from order date):
1. Check your tracking status on our tracking page
2. Check with neighbors, household members, or your building reception
3. Check if a "Sorry We Missed You" card was left by the carrier
4. Contact us with your order number and tracking number

We will open an investigation with the carrier. If your parcel is confirmed lost, we will send a free replacement or a full refund – your choice.
Damaged Parcel If your parcel arrives damaged:
1. Take clear photos of the damaged packaging and the items inside
2. Do not discard the packaging – keep it for carrier investigation
3. Email us at contact@onyourshape.com within 48 hours with photos

We will arrange a replacement or full refund immediately.
Wrong Address If you provided an incorrect delivery address, contact us immediately before dispatch. Once shipped, we cannot change the delivery address, but we can attempt to redirect the parcel with the carrier (additional fees may apply and are not guaranteed).

Returns & Refunds

Return Policy Summary
30-Day Return Window We offer a 30-day return window from the date you receive your order. If you\'re not completely satisfied with your knitwear, you can return it for a refund or exchange.
Full Policy Details For complete information about eligibility, return process, refund timeframes, and conditions, please refer to our Return & Refund Policy.
Return Shipping Costs Return shipping costs are the customer\'s responsibility unless the item is faulty, damaged, or incorrect. Details are explained in our full return policy.

Company Information

Company Details Information
Legal Business Name ONYOURSHAPE LTD
A private limited company registered in England and Wales
Company Registration Number 16797935
You can verify our registration on the UK Companies House website: Companies House Register
Registered Business Address 30 Greenwich Dr N, Derby DE22 4AB, United Kingdom
This is our legal registered address and warehouse location where all orders are processed and dispatched.
Website https://www.onyourshape.com
Customer Service Email contact@onyourshape.com
We aim to respond to all emails within 24 hours during business hours.
Customer Service Phone +44 7949 338055
Available during business hours for urgent inquiries.
Business Hours Monday – Friday: 9:00 AM – 5:00 PM (GMT/BST)
Closed weekends and UK public holidays.
Messages received outside business hours will be answered on the next working day.
Data Protection We are committed to protecting your personal information in accordance with UK GDPR and Data Protection Act 2018. View our Privacy Policy for details.

Need Help?

Our customer service team is here to help. If you have questions about your order, shipping, tracking, or anything else, please don\'t hesitate to reach out: