Shipping policy

SHIPPING POLICY

Last updated: 19 August 2026

Thank you for shopping with PrinsNova.

PrinsNova is a trading name of Prinsloo Unlimited Enterprises Ltd, a company registered in England and Wales under company number 17406743.

This Shipping Policy explains how we process, dispatch and deliver orders placed through https://prinsnova.uk.

  1. DELIVERY AREAS

We currently deliver to addresses within the United Kingdom only.

We do not currently offer international delivery.

Any delivery restrictions applying to particular UK locations or products will be displayed on the relevant product page or during checkout where reasonably possible.

We may be unable to deliver certain large, heavy, restricted or specialist products to some locations, including remote areas, islands or addresses not served by the relevant courier. If we cannot fulfil your order, we will contact you and provide an appropriate refund.

  1. DELIVERY CHARGES

Standard UK delivery is free unless another delivery charge is clearly displayed on the product page or during checkout.

Some products, delivery locations or enhanced delivery services may incur an additional charge. Any applicable delivery charge will be displayed before you submit your order.

If an express, premium or other enhanced delivery option is available, its cost and estimated delivery time will be shown during checkout.

You will not be charged a delivery fee that was not displayed and agreed before you submitted your order.

Where an order is dispatched in separate parcels, you will not be charged additional delivery costs solely because we or our fulfilment partners have divided the order into multiple shipments.

  1. ORDER PROCESSING

Orders are normally processed after payment has been successfully authorised and the order has been accepted.

We work with suppliers, fulfilment partners and warehouses that may hold and dispatch products on our behalf. Your order may therefore be dispatched directly from a supplier or fulfilment warehouse rather than from our registered office.

Prinsloo Unlimited Enterprises Ltd remains the contracting seller and remains responsible for fulfilling your order. The use of a supplier, warehouse, courier or fulfilment provider does not remove our legal responsibilities to you.

Processing times may vary depending on:

• The product ordered
• Stock availability
• The fulfilment location
• The day and time the order is placed
• Weekends and UK bank holidays
• Verification or security checks
• The size, weight or nature of the product

Where available, we will send you a dispatch notification after your order has been sent.

An order acknowledgement confirms that we have received your order but does not necessarily mean that it has been accepted or dispatched.

  1. DELIVERY TIMES

Estimated delivery times vary depending on the product, delivery address, courier and fulfilment location.

UK standard delivery is usually completed within 3 to 7 working days after dispatch unless a different estimate is displayed on the product page or during checkout.

Express delivery may be available for certain products. Where available, the estimated delivery time and additional charge will be displayed during checkout.

Working days are Monday to Friday, excluding UK bank holidays.

Delivery estimates are not guaranteed unless we have expressly agreed to a guaranteed delivery date.

Unless we agree otherwise, we will deliver your order without undue delay and no later than 30 calendar days after the contract is formed.

If we become aware of a significant delay, we will contact you using the details supplied with your order.

  1. DELIVERY DELAYS

Delivery can occasionally be delayed because of:

• Courier or transport disruption
• Supplier or warehouse processing delays
• Unexpected stock shortages
• Severe weather
• UK bank holidays
• Public emergencies
• An unusually high volume of orders
• Customs or border disruption, where relevant
• Other circumstances outside our reasonable control

If your order has not arrived within the estimated delivery period, contact shop@prinsnova.uk and include your order number.

We will investigate the delay with the supplier, warehouse or courier on your behalf.

A delivery estimate does not remove your statutory rights.

If delivery by a particular date was essential and this was agreed before the contract was formed, or if we fail to deliver within an agreed period and do not deliver within an appropriate additional period, you may have the right to cancel the affected order and receive a refund in accordance with UK consumer law.

  1. MULTIPLE-PRODUCT ORDERS

If your order contains more than one product, the products may be held by different warehouses or fulfilment partners and may be dispatched separately.

You may therefore receive:

• More than one parcel
• Separate dispatch notifications
• Separate tracking numbers
• Deliveries on different days

Receiving part of an order does not mean that the remaining products have been cancelled.

If you believe that part of your order is missing or significantly delayed, contact shop@prinsnova.uk and provide your order number.

You will not be charged additional delivery costs merely because products are dispatched separately. You will pay a delivery charge only where it was clearly displayed and agreed before you submitted your order.

  1. TRACKING INFORMATION

Where tracking information is supplied by the courier, supplier or fulfilment partner, we will provide it by email or through your order-status page.

Please allow a reasonable period after dispatch for a tracking link to become active.

Not every delivery service provides full tracking at every stage of the journey. Some services may provide only dispatch and delivery confirmation.

Tracking information is supplied by the relevant courier and may occasionally be delayed or inaccurate. If the information does not update for an extended period, contact us so that we can investigate.

  1. DELIVERY ADDRESS

Please ensure that your delivery name, address and postcode are complete and accurate before submitting your order.

If you notice an error after placing your order, contact us immediately at shop@prinsnova.uk and include:

• Your order number
• The incorrect delivery address
• The complete corrected delivery address

We will try to update the address, but we cannot guarantee that a change can be made after the order has entered processing or has been dispatched.

For security reasons, some address changes may require additional verification or cancellation and replacement of the original order.

If an incorrect or incomplete address supplied by you causes a parcel to be delayed, returned or redelivered, we may ask you to pay reasonable additional delivery or return costs where permitted by law. We will explain any charge before arranging redelivery.

No additional charge will apply where the delivery problem was caused by us, our supplier, fulfilment partner or courier.

  1. DELIVERY INSTRUCTIONS AND SAFE PLACES

If you provide delivery instructions or nominate a safe place, please ensure that the location is secure, accessible and suitable for the parcel.

Where you expressly request delivery to a particular safe place or person and the courier follows those instructions, delivery to that authorised location or person may be treated as completed.

You accept the ordinary risks associated with a safe place that you specifically selected, provided the courier followed your instructions and took reasonable care.

A courier may be unable to follow delivery instructions because of:

• Access restrictions
• Safety or security concerns
• Weather conditions
• The size or nature of the parcel
• The requirements of the delivery service

If the courier leaves a parcel somewhere you did not authorise, this will not automatically be treated as successful delivery. Contact us promptly so that we can investigate.

  1. RISK AND RESPONSIBILITY

We remain responsible for products until they come into the physical possession of:

• You
• A person identified by you to receive the order
• A safe place expressly nominated by you, where the courier has properly followed your instructions

If you independently arrange your own courier and that courier was not offered by us, responsibility may pass to you when the products are handed to your chosen courier.

A courier, supplier or fulfilment provider used by us acts as part of our delivery arrangements. We remain responsible for resolving delivery problems with those providers.

  1. FAILED DELIVERIES AND UNCOLLECTED PARCELS

If a courier cannot complete delivery, they may:

• Attempt delivery again
• Leave a delivery card or electronic notification
• Offer delivery to a neighbour
• Leave the parcel in an authorised safe place
• Take the parcel to a local collection point or depot
• Return the parcel to the sender

Please follow the courier’s instructions and collect or rearrange delivery within the stated period.

Delivery to a neighbour will normally be treated as completed only where the neighbour was identified or authorised by you, or where you subsequently take possession of the parcel.

If an order is returned because:

• The delivery address supplied by you was incorrect or incomplete
• Delivery was reasonably attempted but access was unavailable
• The parcel was not collected within the courier’s collection period
• Delivery was refused without separately notifying us of cancellation

we may ask you to pay reasonable redelivery costs or, where permitted by law, deduct reasonable direct return costs from the amount refunded.

We will explain any proposed charge or deduction.

No deduction or redelivery charge will apply where the failed delivery was caused by us, our supplier, fulfilment partner or courier.

Refusing a parcel does not always provide us with the information required to process a cancellation. If you wish to cancel, contact us directly at shop@prinsnova.uk.

  1. PARCELS MARKED AS DELIVERED

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

• Check around the delivery property
• Check any safe place you nominated
• Ask other members of your household
• Check with any neighbour you authorised to accept delivery
• Review any delivery photograph, card, email or courier notification
• Check whether the parcel was taken to a local collection point

If you still cannot locate the parcel, contact shop@prinsnova.uk promptly and provide your order number.

We will investigate with the courier, supplier or fulfilment partner.

You are not required to resolve the matter directly with our supplier. Your statutory rights remain unaffected.

  1. LOST PARCELS

If you believe that your parcel has been lost, contact us rather than the supplier or fulfilment warehouse.

We will investigate with the courier or fulfilment partner.

A courier may require a reasonable investigation period before confirming that a parcel is lost. We will keep you informed where reasonably possible.

If the parcel is confirmed as lost, or if it is clear that it will not be delivered within the required period, we will provide an appropriate remedy. This may include:

• Sending a replacement
• Refunding the affected product
• Refunding the order where appropriate

This does not affect any right you may have to cancel because of a serious delivery delay.

  1. DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, faulty, incomplete or incorrect, contact shop@prinsnova.uk promptly.

Please provide:

• Your order number
• A description of the problem
• Details of any missing components
• Clear photographs of the product where reasonably possible
• Photographs of the packaging and delivery label where relevant

A short video may also help us assess certain faults. We will not require evidence that is unreasonable or impossible to provide.

Please retain the product and its packaging while we investigate, unless retaining it would be unsafe.

Where a product is damaged, faulty, incorrectly supplied, misdescribed or not fit for purpose, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include:

• A repair
• A replacement
• A price reduction
• A full or partial refund
• The right to reject the product, where applicable

We will pay or reimburse reasonable return costs where required by law.

  1. CANCELLING BEFORE DISPATCH

If you wish to cancel an order before dispatch, contact shop@prinsnova.uk as soon as possible.

We will try to stop the order before it leaves the warehouse. However, orders may be processed automatically, so we cannot guarantee that a cancellation request will reach the warehouse before dispatch.

If the order has already been dispatched, you may need to receive and return it in accordance with our Returns and Refund Policy.

Your statutory cancellation rights remain unaffected.

  1. RETURNS

Returns are handled in accordance with our Returns and Refund Policy.

Please contact us before sending a product back so that we can provide:

• The correct authorised return address
• Any required return reference
• Packaging instructions
• Courier instructions or a prepaid label, where applicable

Products may need to be returned to a specific supplier or fulfilment facility.

Do not return products to:

• Our registered office
• A manufacturer
• A supplier
• An address printed on the original parcel

unless we have confirmed in writing that it is the correct authorised return address.

For an eligible change-of-mind return, you will normally be responsible for return postage unless we agree otherwise or the law requires us to pay it.

We will pay or reimburse reasonable return costs where a product is faulty, damaged, misdescribed or incorrectly supplied, where required by law.

  1. CONTACT US

If you have questions or concerns about processing, dispatch or delivery, contact:

PrinsNova
A trading name of Prinsloo Unlimited Enterprises Ltd

Company number: 17406743
Registered in: England and Wales
Registered office: 124 City Road, London, EC1V 2NX
Email: shop@prinsnova.uk
Telephone: +44 7555 963062
Website: https://prinsnova.uk

Our registered office is not a retail store or returns address.

Please include your order number whenever possible so that we can assist you more quickly.