Shipping policy

Processing Times

Orders are processed within 1 – 2 working days, excluding weekends and public holidays. Orders placed between Friday and Sunday will be processed on the following Monday.

Please note that during public holidays (including extended national holidays) order processing and dispatch may be delayed until normal operations resume.

Dispatch Confirmation and Tracking

Once your order has been dispatched, a confirmation email will be sent to the address provided at checkout. This email will include your tracking number and link. All orders are shipped fully tracked from our nearest warehouse based on your location. Please allow 24 to 48 hours for tracking information to update.

Estimated Delivery Times

United Kingdom and Europe:
10 – 15 working days

United States and Canada:
10 – 15 working days

Australia and New Zealand:
10 – 15 working days

Rest of World: 10 – 25 working days

Delivery times are estimates only and may vary due to courier delays, customs checks, national holidays, or other circumstances outside our control.

Please note: During public holidays (including extended national holidays), order processing and delivery times may be temporarily affected.

In rare cases, delivery may take up to 30 days from the dispatch date.

Couriers

We partner with carriers including Royal Mail, USPS, Canada Post, Australia Post, DHL, FedEx and other local couriers depending on destination.

Customs and Duties

International orders may be subject to import duties, taxes, or handling fees. These charges are the responsibility of the customer and are not included in the product or shipping price.

Lost or Delayed Parcels

A parcel is considered delivered once the courier records a successful delivery scan at the shipping address provided (for example, GPS coordinates, a delivery photograph, or a recipient signature). We are not liable for parcels that tracking confirms as delivered but are subsequently reported as not received.

Customers are advised to check with neighbours, household members, safe delivery locations, or their local delivery depot if they cannot locate their parcel.

If tracking shows Delivered but you have not received your parcel, you must notify us within 7 days of the delivery scan date. On request, we will provide the final-mile courier name and tracking reference. You should contact the courier directly to obtain GPS, delivery photographs, signatures and any safe place details. We will review the courier’s proof of delivery. Where the evidence indicates misdelivery or a drop to a location you did not authorise, we will arrange a replacement or refund. If the evidence confirms delivery to the address supplied or to a location/person you authorised, we are not liable for loss after delivery.

If tracking is incomplete (no delivery scan) or shows an irregularity, please notify us within 7 days of becoming aware. Parcels are not considered lost until 25 working days after the dispatch date, in line with courier policies. Where delivery cannot be evidenced within this period, we will replace or refund.

Failure to notify us within 7 days will be treated as acceptance of successful delivery unless objective evidence indicates otherwise. Reporting outside this timeframe may limit our ability to obtain information from the courier but does not affect your statutory rights.

For assistance contact us at contact@anidrom.com

Incorrect or Incomplete Addresses

It is the customer’s responsibility to ensure that the shipping address provided at checkout is complete and correct. Orders shipped to an incorrectly provided address are not eligible for replacement or refunded. Once a parcel has been successfully delivered, or a reasonable delivery attempt has been made to the address supplied at checkout, our delivery obligation is deemed satisfied.

If a delivery attempt is unsuccessful due to an incorrect address or other customer error, the courier may return the parcel to us. At our discretion, the customer may choose to have the order reshipped or to receive a partial refund minus deductions made to cover non-recoverable costs such as original shipping, restocking and processing fees that cannot be reclaimed.

We are not liable for parcels lost or misdelivered due to incorrect or incomplete addresses provided by the customer. However, if a parcel is misdelivered, delayed, or damaged due to a courier or fulfilment error prior to confirmed delivery at the address supplied, we will investigate the matter and, where appropriate, issue a replacement or refund in accordance with our Returns & Refunds Policy.

Failed Delivery

If a delivery cannot be completed because the recipient is unavailable, access to the property is restricted, or the parcel is not collected from a local depot within the courier’s holding period, our delivery obligation will be deemed satisfied. The 14-day right to cancel does not apply in these circumstances, as the goods were made available for delivery in accordance with the customer’s instructions.

Parcels returned to us after failed delivery attempts will be processed once received at our warehouse. At our discretion, the customer may choose to have the order reshipped or to receive a partial refund minus deductions made to cover non-recoverable costs such as original shipping, restocking and processing fees that cannot be reclaimed.

Refunds will only be issued once the goods have been received back and inspected. We are not responsible for delays, losses, or additional charges arising from the recipient’s failure to accept delivery, provide access, or arrange redelivery within the courier’s specified timeframe.

Refusal of Delivery

If a parcel is refused at the point of delivery without prior notice, it will be returned to us by the courier. A refusal of delivery is treated as a cancellation under the 14-day right to cancel provided by UK consumer law.

Once the returned goods have been received and inspected, a refund will be issued for the cost of the goods and our standard delivery option. Premium or express shipping upgrades are non-refundable. If the courier applies a return-to-sender fee, this cost will be deducted from the refund.

Refunds will only be processed once the parcel has been received back at our warehouse. We are not responsible for any delay or loss occurring while the parcel is in transit back to us following a refusal.