Shipping policy
Shipping and Delivery Policy
Updated: 1 October 2026
Orders are prepared and dispatched from Nottingham, UK. This policy applies alongside our Returns and Refunds Policy and Terms of Service. Your checkout shows the delivery services and final delivery charge available for your address before payment.
1. Preparation comes before transit
We process physical orders Monday to Friday, excluding UK public holidays. Orders received after 3pm UK local time (GMT/BST), at weekends or on public holidays start processing on the next working day. Preparation includes sourcing where needed, configuration, testing and packaging. Availability to order does not mean a configured handset is physically held in stock.
| Order type | Usual preparation | Maximum preparation |
|---|---|---|
| Standard catalogue devices and accessories | 1–3 working days | 5 working days |
| Devices requiring additional customer-specified configuration | 3–5 working days | 10 working days |
Total estimated delivery time = preparation + carrier transit. An express or next-day service speeds up transit after dispatch; it does not promise dispatch on the day you order. If we cannot meet the stated preparation window, we will contact you with an updated date and your available cancellation options.
Remote services are arranged by appointment and have no physical shipment. Digital-only orders and gift cards do not require shipping. A mixed physical and digital basket still needs physical delivery; digital items are not declared as physical goods on the customs label.
2. UK delivery
| Checkout service | Charge | Estimated transit after dispatch |
|---|---|---|
| Royal Mail 48 | FREE | 2–3 working days |
| Royal Mail 24 | £4.99 | 1–2 working days |
| Royal Mail Special Delivery Guaranteed by 1pm | £7.99 | Next working day, subject to the carrier's postcode exclusions and guarantee terms |
| FedEx Next Day Delivery | £9.99 | Next working day, subject to address and service availability |
Tracked services include a tracking reference. A signature is included only where the booked carrier service requires it; Royal Mail's standard Tracked 24/48 products do not include a signature automatically. The dispatch notification identifies your carrier and service. Remote-area and local holiday exceptions may extend delivery. BFPO addresses require an arrangement with us before ordering.
3. Germany, Luxembourg and Cyprus: customs-prepaid delivery
Germany, Luxembourg and Cyprus: eligible delivery is £10.99 for postage and carrier handling, converted to your checkout currency. We do not add import VAT or sales tax to this delivery charge or collect an additional import-VAT payment at checkout. Germany uses Royal Mail in the UK with DHL/Deutsche Post completing delivery. We book a compatible prepaid service and pay the assessed import charges, including import VAT at our expense. The total payable is shown before you order; contact us before paying if a carrier requests covered charges again.
Germany and Cyprus automatic delivery is available for eligible baskets up to £10,000. Luxembourg automatic postal delivery is temporarily limited to £100 basket value, a conservative checkout limit within Royal Mail’s €150 PDDP limit. Higher-value Luxembourg orders require a confirmed prepaid carrier quotation before ordering. The £100 limit is a merchant service limit, not a tax exemption. No automatic rate is offered above the applicable limit.
Tracked transit is normally 3–7 working days after dispatch, plus preparation. Customs duty, import VAT and carrier handling are different charges. Our £10.99 delivery charge covers postage and carrier handling and contains no import-VAT surcharge. We cover the assessed import VAT and any additional import charges for an accepted prepaid shipment; there is no later tax payment to us for that order. Manufacturing origin is verified against the sourced unit before booking a label; UK software configuration does not change manufacturing origin.
4. Other international destinations
| Destination/service | Charge in GBP | Estimated transit after dispatch | Import charges |
|---|---|---|---|
| United States: USPS Tracked via Royal Mail | FREE | 5–10 working days | Prepaid by PrivacyPortal |
| United States: UPS Express | £40.35 | 1–4 working days | Recipient pays applicable duty, tax and brokerage |
| Other supported destinations: standard international tracked | FREE | Europe: 3–7 working days; elsewhere: 5–10 working days | Recipient pays applicable import charges |
| Other supported destinations: express international | £45 | 1–4 working days | Recipient pays applicable import charges |
These options exclude Germany, Luxembourg and Cyprus, which use the prepaid service above. Your checkout currency may differ from GBP. Customs clearance, regional disruption and public holidays can extend transit. Delivery estimates are not guaranteed unless the booked carrier service expressly provides a guarantee.
For recipient-paid import services, destination duty, import VAT/GST, brokerage and carrier fees are not included in our product or shipping prices. The carrier may collect them before delivery. Sender-side postage and fees billed to PrivacyPortal remain our responsibility. This includes sender-side local charges, such as Romania's low-value parcel logistics charge, where applicable.
5. Supported addresses and temporary suspensions
Automatic checkout rates are currently unavailable for Haiti, Sudan, Somalia, Yemen and Palestinian territories because the postal route is suspended or cannot serve the destination. Kiribati and the Falkland Islands require a delivery arrangement before ordering because postal services are infrequent. Contact us for a verified alternative before placing an order to these destinations. Iran and Syria also have no automatic delivery route.
Carrier suspensions and restricted areas can change. We check address restrictions, service availability and applicable export/sanctions requirements before dispatch. We cannot deliver to an address that the chosen carrier cannot serve. Where an accepted order becomes undeliverable, we will contact you and refund undelivered goods and their associated delivery charge where no suitable alternative is agreed.
PO boxes, forwarding addresses, remote areas and larger parcels may require an alternative compatible service. Any change to the agreed service or delivery charge will be explained before dispatch. If we split an accepted shipment for our own fulfilment needs, we do not add a shipping surcharge without your agreement.
6. Tracking, delayed, lost or damaged parcels
We email tracking after dispatch. If tracking stops updating or delivery is late, contact support@privacyportal.co.uk. We investigate with the carrier and remain responsible for resolving non-delivery where required by law; you do not need to pursue the carrier yourself.
Please report visible transit damage or missing items promptly, ideally within 48 hours, and keep the packaging and photographs where possible. This request helps the investigation and does not remove your statutory rights. Email faulty@privacyportal.co.uk. A delivered scan alone does not remove our responsibility to investigate a missing parcel.
If goods are lost, damaged or misdelivered, we provide the appropriate replacement, repair or refund under our Returns and Refunds Policy and applicable law. A carrier's compensation limit does not limit your statutory rights against us. If an agreed delivery deadline is missed, or delivery cannot be completed, your cancellation and refund rights remain applicable.
7. Cancellations, returns and delivery refunds
For a qualifying cancellation before dispatch, we refund the delivery charge and import-charge amounts collected by us that have not been remitted. For a qualifying change-of-mind cancellation after dispatch, we refund the goods and the basic standard outbound delivery charge; we do not have to refund the extra cost of an optional delivery upgrade. Our advertised cancellation window and any genuine exemptions are explained in the Returns and Refunds Policy. Choosing a standard catalogue ROM, root option or condition does not by itself make a handset a bespoke product.
For faulty, wrong or misdescribed goods, we meet the applicable delivery and return costs under your statutory rights. Import charges paid directly to an overseas authority or carrier may need to be reclaimed from that party; we provide supporting return documents. Import-charge amounts collected by us follow the applicable cancellation and refund rules; they are not an automatic extra penalty or a blanket non-refundable charge.
Refusing a parcel or leaving it unclaimed is not a reliable way to notify a cancellation. Contact us directly. Where a valid cancellation right applies, we honour it. For an incorrect address, unclaimed parcel or refusal of properly disclosed recipient-paid customs charges, any deductions must reflect costs actually incurred and be permitted by law; we do not impose an automatic £25 shipping administration penalty or automatically keep the whole payment.
8. Contact
support@privacyportal.co.uk · WhatsApp +44 115 772 0519 (messages only, Monday to Friday). PrivacyPortal Ltd, 16 Commerce Square, Lace Market, Nottingham, NG1 1HS, United Kingdom.
Nothing in this policy limits your statutory rights.