Shipping policy
This Shipping Policy explains how Urenus processes, dispatches and delivers orders placed through our website. We aim to provide a clear, reliable and customer-focused delivery service. If you have any questions about your order or delivery, please contact us at info@urenus.com.
1. Order Processing
Orders are processed during our normal business days, Monday to Friday, excluding UK public holidays. Public holidays may include, but are not limited to, Christmas Day, Boxing Day, New Year’s Day and other UK bank holidays.
Our order cut-off time is 10:00 AM GMT. Orders placed after 10:00 AM GMT will normally be processed on the next business day.
Processing time means the time needed for us to receive, review, prepare and pack your order before dispatch. Processing time is separate from delivery time.
2. Dispatch Times
We aim to dispatch orders as quickly as possible. Estimated dispatch times may vary depending on the product type, stock availability, order volume and public holidays.
As a general guide:
- Single homeopathic remedies: typically dispatched within 1 business day.
- Heel, Guna and Dr. Reckeweg products: may take up to 2 business days to dispatch.
These timeframes are estimates only and are not guaranteed. If there is a significant delay in dispatching your order, we will aim to notify you using the contact details provided at checkout.
3. Shipping Services and Estimated Delivery Times
We work with trusted global couriers and postal services to deliver orders. Available shipping options may vary depending on your delivery country, address type, parcel weight, product availability and checkout options.
Estimated delivery times begin once your order has been dispatched, not from the date the order is placed.
| Shipping Service | Estimated Delivery Time After Dispatch | Notes |
|---|---|---|
| DHL Express | 2–5 business days | Fast tracked international courier service for eligible destinations. |
| UPS Express | 2–5 business days | Tracked express courier service for eligible destinations. |
| DPD Air Classic – Aramex | 3–6 business days | Available for selected countries. |
| International Tracked Mail | 5–17 business days | Suitable for many international addresses and may be appropriate for PO Boxes. |
| International Tracked and Signed Mail | 5–17 business days | Tracked delivery with signature required where available. |
Delivery estimates are provided as a guide only. Actual delivery times may be affected by courier delays, customs checks, postal disruption, weather conditions, public holidays, local delivery issues, incorrect address details, remote locations or circumstances outside our control.
4. Shipping Destinations
We ship globally from our UK fulfilment centre. We currently ship to over 200 countries, subject to courier availability, destination restrictions and checkout options.
Common destination groups include:
- USA and Canada: tracked and express options are generally available.
- Europe, Australia and New Zealand: tracked, signed and express services may be available depending on the destination.
- Asia: tracked and express services are available for many countries, subject to courier coverage.
- Rest of World: tracked or signed delivery may be required in some regions to provide better delivery visibility and protection.
If a shipping service is unavailable for your destination, this may be due to courier restrictions, local postal limitations, product restrictions or temporary service disruption.
5. Tracking and Delivery Notifications
Once your order has been dispatched, we will send you an email containing your tracking information where tracking is available for the selected service.
Please allow reasonable time for tracking information to update after dispatch. Some couriers or postal services may take time to scan parcels into their network.
If you have not received a tracking email, please check your spam or junk folder. If you still cannot find it, contact us at info@urenus.com.
6. Delivery Address Accuracy
Customers are responsible for providing complete and accurate delivery information at checkout. This includes the recipient’s full name, street address, postal code, country, email address and telephone number where required.
Incorrect, incomplete or outdated address details may cause delays, failed delivery, return to sender, additional courier charges or loss of the parcel.
If you notice an error in your delivery address, please contact us immediately at info@urenus.com. We recommend contacting us within 2 hours of placing your order. We will do our best to help, but address changes cannot be guaranteed once an order has been processed, packed, dispatched or handed to the courier.
7. PO Box Addresses
Courier services such as DHL and UPS do not usually deliver to PO Box addresses.
If your delivery address includes a PO Box, please select International Tracked Mail or International Tracked and Signed Mail at checkout, where available.
If an unsuitable shipping service is selected for a PO Box address, your order may be delayed, require amendment, or be returned by the courier or postal service.
8. Customs, Duties, Taxes and Import Charges
International orders may be subject to customs checks, import duties, taxes, brokerage fees, handling charges or other local charges when they arrive in the destination country.
Unless clearly stated otherwise at checkout, these charges are the responsibility of the customer or recipient. Urenus does not control customs charges and cannot predict the amount that may be charged by customs authorities, couriers or local postal services.
Customs processing may delay delivery. If your parcel is held by customs, the courier, postal service or local authority may contact you directly for additional information, payment or documentation.
Failure to pay import charges or respond to customs requests may result in delay, return to sender, abandonment or disposal of the parcel according to local rules.
9. Product Restrictions and Local Regulations
Customers are responsible for ensuring that the products ordered are permitted for import into their destination country and comply with local laws, regulations and customs requirements.
Some countries may restrict, delay, inspect, refuse or return certain products. Urenus is not responsible for delays, refusals, seizures or returns caused by destination-country import rules, customs decisions or local regulatory requirements.
If an order is returned to us because it could not be imported, delivered or accepted in the destination country, we will review the circumstances and advise you of any available options. Shipping charges, return charges, customs charges and handling costs may be deducted where applicable.
10. Back Orders and Temporary Stock Delays
If a product is temporarily out of stock, we may place it on back order and notify you with an estimated restock and shipping date.
Where possible, we will keep you informed of expected availability. If there is a significant delay, we may offer options such as waiting for the item, amending the order, dispatching available items separately where practical, or cancelling the affected item.
Estimated restock dates are not guaranteed and may change due to supplier delays, stock shortages, courier disruption or circumstances outside our control.
11. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at info@urenus.com.
We recommend contacting us within 2 hours of placing your order. We will do our best to help, but cancellation cannot be guaranteed once an order has been processed, packed, dispatched or handed to the courier.
If your order has already been dispatched, cancellation may no longer be possible. In that case, you may need to follow our returns process after receiving the order, subject to our Returns and Refunds Policy.
12. Order Amendments
If you need to request a minor amendment, such as an address correction or contact detail update, please email us at info@urenus.com as soon as possible.
We recommend contacting us within 2 hours of placing your order. Amendments cannot be guaranteed once the order has entered fulfilment, dispatch or transit.
We are not responsible for failed delivery, delay, loss or additional charges caused by incorrect or incomplete information provided at checkout.
13. Missed Deliveries
If you are not available when delivery is attempted, the courier or postal service may leave a delivery notice, attempt redelivery, hold the parcel at a local depot, deliver to a collection point, or return the parcel to sender according to their own procedures.
Please use the tracking information provided in your dispatch email to follow courier instructions, arrange redelivery or collect your parcel where available.
If you fail to collect a parcel or arrange redelivery within the courier’s timeframe, the parcel may be returned to us. Additional shipping charges may apply if you request reshipment.
14. Delivery Delays and Non-Delivery
Although we aim to provide accurate delivery estimates, delays may occur for reasons outside our control. These may include customs checks, courier network delays, local postal disruption, public holidays, severe weather, strikes, incorrect address details, failed delivery attempts, remote locations or international service restrictions.
For express shipments, if you experience a delay or non-delivery, we recommend contacting the courier directly using the details in your tracking email, as the courier will usually have the most current delivery information.
Please also contact us at info@urenus.com if you need support. We will do our best to assist you and help resolve the issue wherever we reasonably can.
15. Lost Parcels
If your parcel appears to be lost, please contact us with your order number and tracking details. We may need to investigate the matter with the courier or postal service before confirming the next steps.
Courier investigations can take time, and we may need to wait for the courier’s confirmation before offering a replacement, refund or other resolution.
If tracking shows that the parcel has been delivered to the address provided at checkout, we may ask you to check with household members, neighbours, reception areas, mailrooms, building management, local depots or the courier before further action can be taken.
16. Returned to Sender
A parcel may be returned to us if delivery is unsuccessful. This may happen because of an incorrect or incomplete address, failure to collect the parcel, refusal to accept delivery, unpaid customs charges, import restrictions, or courier delivery issues.
If a parcel is returned to us, we will review the situation and contact you where possible. Depending on the circumstances, we may offer reshipment, refund or another suitable solution.
Additional shipping charges, return charges, customs fees or handling costs may apply where the return was caused by incorrect address details, failure to collect, refusal of delivery, unpaid import charges or circumstances outside our control.
17. Split Shipments
In some cases, items in the same order may be dispatched separately. This may happen where products are stored separately, where some items are temporarily unavailable, or where separate dispatch is more practical.
If your order is split into more than one shipment, you may receive more than one tracking number or delivery notification.
18. Shipping Costs
Shipping costs are calculated and displayed at checkout where applicable. Costs may vary depending on destination, parcel weight, delivery service, courier availability and selected shipping method.
Any free shipping offer, promotional shipping rate or discounted shipping option may be subject to conditions, minimum order values, destination restrictions or service availability.
19. Risk and Delivery
We aim to ensure that your order is packed and dispatched securely. Once the parcel is handed to the courier or postal service, delivery is carried out by that third-party service provider.
If a problem occurs during delivery, we will support you where reasonably possible, but courier handling, customs processing and local postal operations may be outside our direct control.
20. Customer Support
If you have any questions about shipping, order processing, dispatch, tracking, delivery delays, missed deliveries, PO Boxes, customs or delivery options, please contact our customer support team.
Email: info@urenus.com
We aim to respond to customer queries within 24 hours during business days, Monday to Friday, excluding UK public holidays.
21. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our shipping services, courier arrangements, fulfilment processes, legal requirements, operational needs or customer support procedures.
Any updates will apply from the date the revised policy is published on our website.
