Shipping policy
G54 Shipping Policy and Delivery Terms
G54 aims to make ordering and receiving products as straightforward as possible. All orders are dispatched from the United Kingdom using trusted delivery partners and are sent using a tracked service.
Order Processing
G54 aims to dispatch all in stock orders within 2 business days of receiving the order and cleared payment.
Business days are Monday to Friday, excluding UK public holidays.
Dispatch times are targets rather than guaranteed delivery dates. During particularly busy periods, product launches, promotions or circumstances outside G54's reasonable control, processing may occasionally take longer.
If an item is unavailable at the time an order is placed, G54 will contact the customer as soon as reasonably possible and provide an expected availability or dispatch date.
Where an order contains several products, G54 may hold the order until all items are available or, where appropriate, dispatch the available items separately.
Delivery Services
Orders may be shipped using DHL, UPS or Royal Mail, depending on the destination, parcel size, value and speed of delivery service selected or required.
All G54 shipments are sent using a tracked delivery service.
Tracking information will normally be provided once the order has been dispatched and the shipment has been processed by the carrier.
The choice of carrier may vary where G54 considers an alternative service better suited to the shipment or destination.
Delivery Times
Any delivery times shown during checkout or provided by G54 are estimates unless specifically stated otherwise.
Estimated transit times begin once the order has been dispatched and do not include order processing time.
G54 cannot guarantee carrier delivery times and is not responsible for delays caused by circumstances outside its reasonable control, including customs clearance, severe weather, transport disruption, industrial action or delays within a carrier's delivery network.
If a shipment appears to be significantly delayed, customers should contact G54 so that the shipment can be investigated with the carrier.
UK Deliveries
UK orders will be sent using an appropriate tracked DHL, UPS or Royal Mail service.
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Where a carrier provides delivery options, such as leaving a parcel in a nominated safe place or redirecting it to another location, any instructions given directly by the customer to the carrier may affect the delivery arrangements and associated responsibility for the parcel.
International Deliveries
All G54 orders are dispatched from the United Kingdom.
Shipments delivered to destinations outside the United Kingdom are supplied on a DAP, Delivered at Place, basis, unless G54 agrees otherwise in writing.
Under a DAP shipment, G54 arranges transportation to the delivery destination, but the receiver is responsible for any applicable:
• Import VAT or other local taxes
• Customs duties
• Customs clearance charges
• Brokerage fees
• Administration or processing charges imposed by the carrier or local authorities
• Other fees associated with importing the goods into the destination country
These charges are not included in the price paid to G54 unless expressly stated otherwise.
G54 is unable to confirm the amount of taxes, duties or customs charges that may apply to an individual shipment. Customers ordering from outside the United Kingdom should check the relevant local laws, rules and regulations before placing an order.
Payment of any applicable import charges is the responsibility of the receiver.
Customs Clearance
International customers are responsible for providing any information or documentation reasonably required by the carrier or customs authorities to clear the shipment.
Customs authorities may inspect shipments, request additional information or delay the release of goods. These processes are outside G54's control.
Where a customer or receiver fails to pay required import charges or fails to provide information necessary for customs clearance, the shipment may be delayed, returned to G54, stored or disposed of by the carrier or customs authority.
Any reasonable carrier charges, return shipping charges, customs fees or other costs incurred as a result may be deducted from any refund where permitted by applicable law.
Refused and Unclaimed Deliveries
Customers should ensure that somebody is available to receive the shipment where a signature or attended delivery is required.
If delivery cannot be completed, the carrier may make another delivery attempt, leave instructions for collection or return the parcel to G54.
Where an order is returned because it was refused, not collected, customs charges were not paid or an incorrect or incomplete address was supplied, G54 may charge the customer for the reasonable cost of the return and any subsequent redelivery, where permitted by applicable law.
Incorrect Delivery Details
Customers are responsible for checking their delivery information carefully before completing an order.
If an address needs to be changed, G54 should be contacted as soon as possible.
Once an order has been dispatched, G54 cannot guarantee that the delivery address can be changed. Carriers may also charge for address corrections or redirections.
G54 cannot accept responsibility for delays caused by incorrect or incomplete information supplied by the customer.
Damaged Deliveries
Customers should inspect packages as soon as reasonably possible after delivery.
If a parcel arrives visibly damaged, customers should retain the packaging and contact G54 promptly with photographs showing:
• The shipping packaging
• Any visible damage to the parcel
• The shipping label
• The damaged product
• Any damage to internal packaging
The original packaging should be retained until G54 confirms that it is no longer required, as the carrier may request it as part of a shipping claim.
Reporting shipping damage promptly helps G54 investigate the issue with the carrier and arrange an appropriate solution.
Missing Items
If an order arrives with an item missing, customers should contact G54 as soon as possible.
Customers may be asked to provide photographs of the parcel, packaging and items received so that G54 can investigate the shipment and packing records.
Lost Shipments
A shipment will not normally be treated as lost until the relevant carrier has completed its investigation or confirmed that the parcel cannot be located.
Where a shipment is confirmed as lost, G54 will arrange an appropriate replacement or refund subject to the customer's applicable statutory rights and the circumstances of the order.
Split Shipments
G54 may occasionally dispatch an order in more than one parcel.
Where this occurs, separate tracking details may be provided for each shipment and the parcels may arrive at different times.
Large, Heavy or Unusual Shipments
Certain products may require a specialist delivery service because of their size, weight, value or packaging requirements.
G54 may contact the customer before dispatch if additional delivery arrangements or charges are necessary.
Delivery Restrictions
Certain carriers may be unable to deliver to some remote locations, PO boxes, military addresses or other restricted destinations.
If G54 is unable to provide a suitable delivery service to the address supplied, the customer will be contacted to discuss alternative arrangements.
Changes to Shipping Charges
Shipping costs are calculated according to factors including destination, parcel dimensions, weight and required delivery service.
G54 reserves the right to correct an incorrectly calculated shipping charge before dispatch where the checkout system has produced an obvious error or where the shipment requires a service materially different from that originally calculated.
In these circumstances, the customer will be contacted before any additional payment is taken.
Returns
This Shipping Policy relates to the dispatch and delivery of orders.
Product cancellations, returns, exchanges, faulty goods and refunds are governed by the separate G54 Returns and Refunds Policy and the customer's applicable statutory rights.
Nothing in this Shipping Policy is intended to restrict or exclude any rights that cannot legally be restricted or excluded.
Circumstances Outside G54's Control
G54 will not be responsible for delays caused by circumstances outside its reasonable control. These may include severe weather, carrier disruption, industrial action, customs delays, border restrictions, natural disasters, transport disruption, government action or other events that prevent or significantly delay normal delivery operations.
Where such an event occurs, G54 will make reasonable efforts to keep affected customers informed.
Contacting G54 About a Delivery
When contacting G54 regarding an order or shipment, customers should provide their order number and, where available, the relevant tracking number.
This allows the G54 team to investigate the shipment as quickly as possible