Shipping policy

SHIPPING POLICY

Last updated: 3 August 2026

Thank you for shopping with PrinsNova.

This Shipping Policy explains how Prinsloo Unlimited trading as PrinsNova processes, dispatches and delivers orders placed through our website.

DELIVERY AREAS

We currently deliver to addresses within the United Kingdom only.

We do not currently offer international delivery.

DELIVERY CHARGES

Standard UK delivery is free unless otherwise clearly specified on the product page or at checkout.

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

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

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

ORDER PROCESSING

Orders are normally processed after payment has been successfully authorised.

PrinsNova works with trusted suppliers and fulfilment partners. Products may therefore be dispatched directly from a supplier or fulfilment warehouse rather than from our business premises.

Processing times may vary depending on:

• The product ordered
• Supplier stock availability
• The fulfilment location
• The day and time the order is placed
• Weekends and UK bank holidays

You will receive a dispatch notification when your order has been sent, where this information is available.

DELIVERY TIMES

Estimated delivery times vary depending on the product, delivery address and supplier fulfilling the order.

UK Standard Delivery is usually completed within 3 to 7 working days after dispatch unless a different delivery estimate is specified on the product page or at checkout.

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

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

Delivery estimates are not guaranteed unless we have expressly confirmed 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 order is accepted.

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

DELIVERY DELAYS

Delivery can occasionally be delayed because of:

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

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

A delivery estimate does not remove your statutory rights. If delivery is significantly delayed, you may have the right to cancel your order and receive a refund in accordance with UK consumer law.

MULTIPLE-ITEM ORDERS

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

You may therefore receive:

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

You will not be charged additional delivery costs because products are dispatched separately. You will only pay a delivery charge if it was clearly displayed and agreed at checkout.

TRACKING INFORMATION

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

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

Not every delivery service provides full tracking at each stage of the journey.

DELIVERY ADDRESS

Please check 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 and the correct address.

We will try to update the delivery details, but we cannot guarantee that changes can be made after an order has entered processing or been dispatched.

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 costs. We will explain any charge before arranging redelivery.

This does not apply where the delivery problem was caused by us, our supplier or the courier.

DELIVERY INSTRUCTIONS AND SAFE PLACES

If you provide delivery instructions or nominate a safe place, please ensure that it is secure and accessible to the courier.

Where you specifically request that a parcel be left in a nominated safe place or delivered to another person, delivery to that location or person may be treated as completed.

A courier may not always be able to follow delivery instructions because of access restrictions, safety concerns or the requirements of the delivery service.

RISK AND RESPONSIBILITY

We remain responsible for your products until they are delivered to:

• You
• A person identified by you to receive the order
• A safe place specifically nominated by you

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.

FAILED DELIVERIES AND UNCOLLECTED PARCELS

If a courier cannot complete delivery, they may:

• Attempt delivery again
• Leave a delivery card or electronic notification
• Deliver the parcel to a neighbour where appropriate
• Leave it in an authorised safe place
• Take it to a local collection point or depot

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

If a parcel is returned because it was refused, not collected or addressed incorrectly using information supplied by you, we may deduct reasonable return costs from any refund or ask you to pay the cost of redelivery, where permitted by law.

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

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 nominated safe place
• Ask other members of your household
• Check with immediate neighbours
• Review any delivery photograph or courier notification

If you still cannot locate the parcel, contact us promptly at shop@prinsnova.uk with your order number.

We will investigate the delivery with the supplier or courier. Your statutory rights remain unaffected.

LOST PARCELS

If you believe that your parcel has been lost, please contact us rather than contacting the supplier directly.

We will investigate the matter with the courier or fulfilment partner. If the parcel is confirmed as lost, we will arrange an appropriate replacement or refund.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as possible after delivery.

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

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the packaging and delivery label, where relevant

Please retain the product and its packaging while we investigate the issue.

If the product is confirmed as damaged, faulty, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund.

We will cover reasonable return costs where applicable.

RETURNS

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

Please contact us and obtain return instructions before sending a product back. Products may need to be returned to a specific supplier or fulfilment address.

Do not return products to our business address or to an address printed on the original parcel unless we have confirmed in writing that it is the correct return address.

For a change-of-mind return, you will normally be responsible for return postage unless we agree otherwise.

We will cover reasonable return costs where a product is faulty, damaged, incorrectly supplied or not as described.

CONTACT US

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

Prinsloo Unlimited trading as PrinsNova

Email: shop@prinsnova.uk
Telephone: +44 7555 963062
Registered Address:  124 City Road, London, EC1V 2NX
Website: https://prinsnova.uk

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