Shipping policy

1. Fulfilment & Dispatch

All orders are carefully packed and shipped from our fulfilment centre:

Adstral Fulfilment, Swindon, UK

Orders placed before 4pm (Monday to Friday) are typically dispatched the same day. Orders placed after 4pm, on weekends, or bank holidays will be processed the next working day.

Once your order has shipped, you’ll receive a confirmation email with your tracking details.

2. Delivery Times & Costs

Region	Delivery Method	Estimated Time	Shipping Cost
UK Standard	Royal Mail 2nd Class	2–4 business days	£3.95 (Free over £50)
UK Express	Royal Mail Tracked 24*	1–2 business days	£6.95
EU	Tracked International	5–8 business days	Calculated at checkout
Rest of World	Tracked International	7–14 business days	Calculated at checkout

*Couriers may vary depending on delivery location and volume. Delivery times are estimates and may be subject to delays beyond our control.

3. Channel Islands, Isle of Man & Northern Ireland

We do ship to the Channel Islands, Isle of Man, and Northern Ireland.

• Delivery may take a little longer (typically 3–5 business days).
• Orders to the Channel Islands are not subject to VAT, though local duties or customs fees may apply.

4. Tracking Your Order

Once your order has been dispatched, a tracking link will be sent to you via email. If you don’t receive it, please check your spam folder or contact us at support@botanicalmatrix.com.

5. International Orders

We currently ship internationally to selected countries, including the EU.

For orders shipped to the EU, we use the IOSS (Import One-Stop Shop) scheme for eligible orders under €150. This means:

• VAT is included at checkout — no additional VAT or handling charges are due on delivery.
• Faster customs clearance and a smoother experience for you.

Please note that orders over €150 may still be subject to import taxes and duties upon arrival, which are the responsibility of the customer.

If your country isn’t listed at checkout, feel free to contact us to see if we can help.

6. Address Accuracy & Failed Deliveries

Please ensure that your shipping address is complete and correct when placing your order.

If an order is returned to us due to an incorrect or incomplete address:

• We will contact you to arrange redelivery.
• Additional shipping charges may apply.