PrivacyPortal Ltd. Shipping and Delivery Policy

Last Updated: 10 May 2026

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Introduction

This policy explains how we process, ship, and deliver your order. It forms part of our Terms of Service and should be read alongside our Return and Refund Policy.

By placing an order, you accept the terms set out below.

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1. Order Processing Times

We process orders Monday to Friday (excluding UK public holidays) at our facility in Nottingham. Orders placed after 3pm GMT, on weekends, or on bank holidays begin processing on the next working day.

Processing covers verification, configuration, quality testing, secure packaging, and despatch. Different products take different amounts of time:

Processing time is separate from shipping time — total time to delivery is processing time plus the carrier's transit window.

If your order will take longer than the maximum windows above, we will email you with an updated timeline.

Once your order is despatched, you'll receive a Shipment Confirmation email with the tracking number and carrier. Tracking can take a few hours to become active.

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2. UK Shipping Options

All UK shipments are sent tracked and signed for as standard. We do not offer "leave safe" by default — if you would like a parcel to be left in a safe place or with a neighbour, you must arrange this directly with the carrier using the tracking link they provide. We cannot accept responsibility for parcels left in line with such instructions you give the carrier.

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3. International Shipping

We ship to most countries worldwide.

Estimated transit times are provided by the carriers and are typical, not guaranteed. Customs clearance, local public holidays, weather, and final-mile carrier conditions can extend transit. We recommend ordering with extra lead time if you have a hard deadline.

We may decline to ship to specific countries or regions due to carrier limitations, sanctions, export controls, or local laws. If your destination is not supported, you will be informed before payment is taken or — in rare cases — shortly after, with a full refund offered.

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4. Customs, Duties, and Import Taxes (International Orders)

All international orders are shipped on a Delivered Duty Unpaid (DDU) basis. This means:

• You are responsible for all import duties, VAT, and customs handling fees charged by your destination country on receipt of the parcel.
• These charges are not included in our prices and we cannot predict them — they depend on your country's rules, the declared value of the goods, and the carrier's handling fees.
• The carrier will normally contact you to collect these charges before releasing the parcel for delivery.

We complete all customs paperwork honestly and accurately as required by UK and international law. We cannot mark parcels as "gift", under-declare the value, or misrepresent the contents to help customers avoid customs charges. Any request to do so will be declined.

For information about duty rates and import procedures in your country, we recommend contacting your local customs authority before ordering.

What happens if you refuse the customs charge

If you refuse to pay the customs charge and the parcel is returned to us, abandoned, destroyed, or held by customs, this is not treated as a defect or a valid cancellation. You may receive only a partial refund, or no refund at all if the order was for a customised device or a completed service. Full details are in Section 7.2 of our Return and Refund Policy — please read it before placing an international order.

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5. Discreet Packaging and Privacy

We package every order discreetly. Outer packaging carries no PrivacyPortal branding, no product imagery, and no description of the contents beyond what carriers and customs require by law (e.g. customs declarations on international shipments must accurately describe the contents and value).

For international shipments, customs forms must list the goods accurately — they will identify the items as electronic devices or accessories. We cannot conceal this on a customs form.

If you have specific delivery preferences (e.g. delivery to a workplace, a parcel locker, or a forwarding address), please make sure the address you enter at checkout reflects this.

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6. Age Verification on Delivery

Our products are sold to adults only (18+). Some carriers may, at their discretion, request photo ID before releasing a parcel — particularly for higher-value shipments. If you are not the named recipient, the carrier may require the named recipient to be present or to authorise an alternative collection.

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7. Delivery Estimates Are Estimates

Delivery times shown on this page and at checkout are estimates from the carriers, not guarantees, except where a service explicitly carries a time-guarantee (currently only Royal Mail Special Delivery, guaranteed by 1pm next working day on UK orders).

Working days are Monday to Friday, excluding UK public holidays. For example, an order placed Friday afternoon and despatched Monday on a "next-day" service is expected to arrive Tuesday.

Estimates exclude time held in customs, time the carrier spends attempting redelivery after a missed first attempt, and time held at a collection point waiting for you to collect.

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8. Late, Delayed, and Lost Parcels

8.1 If your parcel is late

First, check your tracking — most "late" parcels are simply delayed in transit and will arrive within a few additional days. If tracking has not updated for 5+ working days for UK orders or 10+ working days for international orders, please email support@privacyportal.co.uk with your order number. We will open an investigation with the carrier on your behalf.

8.2 If your parcel is lost

A parcel is treated as lost when the carrier confirms it cannot be located, or when no tracking update has occurred for the period below:

• UK: 10 working days from despatch with no scan.
• International standard: 25 working days from despatch with no scan.
• International express (UPS): 15 working days from despatch with no scan.

When a parcel is confirmed lost, we will at our option send a replacement at no extra cost or issue a full refund for the order including any shipping you paid. If the original product is no longer in stock, we will offer the closest equivalent or a refund — your choice.

8.3 If tracking shows "delivered" but you don't have it

Please contact us within 7 days of the "delivered" scan. We will:

• Ask you to check with neighbours, building managers, or anywhere the carrier might have left the parcel;
• Request the carrier's GPS data, photograph (where available), and signature record;
• Open a formal "missing after delivery" claim with the carrier.

Outcomes depend on what the carrier evidence shows. If the carrier confirms misdelivery or the evidence is inconclusive, we will replace or refund. If the carrier produces clear evidence of delivery to your address (e.g. signed receipt, GPS pin at your door), we may not be able to refund — though we will help you escalate with the carrier.

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9. Damaged or Missing Items

If your parcel arrives damaged, or items are missing from inside the parcel, contact us at faulty@privacyportal.co.uk within 48 hours of delivery. Please include:

• Your order number;
• Photographs of the outer packaging (all sides);
• Photographs of the inner packaging and any damaged items;
• A description of what is damaged or missing.

Keep all packaging until the issue is resolved — the carrier may request to inspect or collect it as part of the claim.

We will arrange replacement, repair, or refund as appropriate. Where the damage occurred in transit, we handle the carrier claim — you are not responsible for that process.

This is in addition to your statutory rights under the Consumer Rights Act 2015 (see our Return and Refund Policy).

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10. Incorrect Address

Please double-check your shipping address before completing checkout. We are not responsible for delays, non-delivery, or loss caused by an incorrect or incomplete address you provided.

If a parcel is returned to us because the address was incorrect:

• We can re-ship to a corrected address — additional shipping cost is payable by you;
• Or we can refund the product price minus the original shipping cost, the return shipping cost, and a £25 administrative handling fee to cover our processing time.

If we made the addressing error (for example, mis-typed your address from a phone enquiry), we will re-ship at our cost.

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11. Refused and Unclaimed Parcels

This section aligns with Section 7 of our Return and Refund Policy.

11.1 UK orders

If you refuse a UK delivery within the cooling-off period (and the cooling-off right applies to your order under the Consumer Contracts Regulations 2013), refusal will be treated as a cancellation and processed as a refund subject to any permitted deductions.

If the cooling-off right does not apply (e.g. customised devices), refusal of the parcel does not create a refund right. We may retain payment to cover our actual losses (outbound shipping, return shipping, carrier handling, £25 administrative handling fee), with any balance refunded.

11.2 International orders

For international orders, refusal of customs charges, refusal of delivery, or failure to collect from the carrier within their holding period (typically 5–10 days depending on the country) means the parcel is returned to us, abandoned, or destroyed.

In these cases:

• For standard orders, we refund the product price minus outbound shipping, return shipping, abandonment/destruction fees, and a £25 administrative handling fee.
• For customised orders and completed services, we are not obligated to refund — see Section 7.2 of the Return and Refund Policy.

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12. Partial Shipments

Most orders ship together in a single parcel. In rare cases (e.g. a multi-item order with one item awaiting stock, or a heavy order shipping in two boxes), we may split your shipment into more than one parcel. You will not be charged additional shipping for split shipments and will receive a separate tracking number for each parcel.

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13. Carrier Strikes, Delays, and Force Majeure

Where carrier strikes, severe weather, customs disruption, IT outages, sanctions, or other events outside our reasonable control affect your delivery, we will keep you informed and work with the carrier to resolve the issue. Such events do not entitle you to a refund of shipping cost where the service has been provided, but they may entitle you to extended delivery windows or reshipment at our cost where appropriate.

If your parcel is genuinely undeliverable due to such an event for more than 30 days, we will at our option re-ship or refund.

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14. Shipping Costs Are Generally Non-Refundable

Once we have despatched your order, the shipping cost has been used to perform the service. It is generally non-refundable, except where:

• The order is faulty, misdescribed, or not as described — in which case we cover both outbound and return shipping (Consumer Rights Act 2015);
• We are at fault for a delivery problem (e.g. wrong item shipped, our addressing error);
• A guaranteed time-bound service (e.g. Royal Mail Special Delivery) was paid for and the carrier failed to meet the guarantee — in which case we will refund the premium element of the shipping cost on request and pursue the carrier for compensation;
• Otherwise at our discretion as a goodwill gesture.

For change-of-mind cancellations under the 14-day cooling-off right, we will refund the basic standard delivery cost you paid for outbound shipping (Consumer Contracts Regulations 2013, Reg 34(2)), but we are not required to refund any premium shipping upgrade you chose.

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15. Restricted Destinations and Items

We do not ship to:

• Any country, region, or individual subject to UK financial sanctions (we screen against the OFSI consolidated list);
• Destinations where carriers have suspended service;
• BFPO addresses (please contact us before ordering — we may be able to arrange separately);
• Some PO Boxes for higher-value items (carrier-dependent).

Some products may also be subject to UK or destination-country export control rules. If a restriction affects your order, we will tell you and refund in full.

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16. Contact

For shipping questions, tracking enquiries, or delivery problems:

• Standard delivery enquiries: support@privacyportal.co.uk
• Damaged or missing items: faulty@privacyportal.co.uk
• Phone: +44 115 772 0519 (Mon–Fri, 9am–5pm GMT)

PrivacyPortal Ltd 16 Commerce Square Lace Market Nottingham NG1 1HS United Kingdom

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This policy forms part of our Terms of Service and is read alongside our Return and Refund Policy. Nothing in this policy reduces your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.