Policies

Shipping

Clear, plain-language rules for shopping with us — pick a topic below or use the menu to switch.

Last updated

Overview

This Shipping Policy applies to all orders placed with Pluggy (pluggy.uk). It explains how we process, dispatch, and deliver your order.

Important: Available delivery methods, estimated delivery windows, and shipping charges are shown in the delivery section on each product page. Please check that section before placing your order, as options can vary by product, destination, stock status, and order value. All delivery options available for your basket and delivery address are then shown again at checkout, where you select your preferred service before payment.

Delivery Information on Product Pages

  • The delivery section on each product page is the primary source of shipping information for that item.
  • It may include available services (for example, standard or express), estimated delivery windows, and applicable charges.
  • If shipping details shown on a product page differ from general examples in this policy, the product page delivery section takes priority for that item.
  • The final delivery options available for your specific order and address are presented at checkout, where you choose your delivery option.

Dispatch and Processing Times

  • Orders are normally processed within 1–2 business days, subject to payment authorisation, stock checks, fraud screening, and any required age or eligibility verification.
  • Orders placed on weekends or public holidays are processed on the next business day.
  • During peak periods, severe weather, or courier disruption, dispatch and delivery may take longer than estimated.

Shipping Destinations

  • We currently deliver to UK mainland addresses unless otherwise stated on the product page or at checkout.
  • For Northern Ireland, Highlands & Islands, or other non-mainland destinations, additional restrictions, surcharges, or longer delivery windows may apply.
  • If no service is available for your address, we will contact you and may cancel and refund the affected order.

Shipping Charges

  • Shipping charges are calculated at checkout and may vary by product, courier service, destination, and basket value.
  • The final shipping charge for your selected delivery option is shown at checkout before you confirm payment.
  • Any free-shipping threshold or promotional shipping offer, where available, is shown on site and may be withdrawn or changed at any time.
  • Unless stated otherwise, shipping charges are non-refundable once an order has been dispatched, except where required by law or where we are at fault.

Tracking and Delivery Confirmation

  • Where a tracked service is used, tracking details are provided by email when available.
  • Delivery is considered complete when the parcel is delivered to the address supplied at checkout, including delivery to a safe place, neighbour, concierge, or collection point where permitted by the courier.
  • Please monitor tracking and ensure someone is available to receive the parcel when required.

Address Accuracy and Failed Deliveries

  • You are responsible for providing a complete and accurate delivery address and contact details.
  • If a parcel is returned due to an incorrect address, repeated failed delivery attempts, or non-collection, we may charge redelivery costs.
  • Where redelivery is not possible, we may process a refund minus any unrecoverable shipping and handling costs where permitted by law.

Delays, Loss, and Damage in Transit

  • Estimated delivery windows are not guaranteed.
  • If your parcel is delayed, missing, or arrives damaged, contact us as soon as possible at support@pluggy.uk with your order number and any relevant photos.
  • For items damaged in transit or delivered incomplete, please report the issue within 48 hours of delivery for the fastest resolution.

Related Policies

For cancellations, returns, and refunds, please see our Returns Policy, Payment Policy, and Terms and Conditions. Your statutory rights under UK consumer law are not affected.

Contact Us

If you have any shipping or delivery questions, please contact us at:

Pluggy
Email: support@pluggy.uk
Hillcrest, High Street

Tuddenham, Ipswich
Suffolk
IP6 9BN
United Kingdom