Shipping policy

1. When we dispatch

We aim to dispatch orders placed before 2:00 PM UK time on a working day that same day. For larger orders, including those containing 20 or more single cards, our same-day dispatch cut-off is 1:15 PM UK time. This gives us time to check and package everything properly.

Our dispatch working days are Monday to Friday, excluding UK bank holidays. Orders placed after the relevant cut-off, at weekends or on bank holidays are normally processed on the next working day.

Same-day dispatch is an aim, rather than a guarantee. Exceptionally busy periods may mean we need a little longer. If there is a significant delay with your order, we will contact you.

2. UK mainland delivery

The services available for your order are shown at checkout.

Royal Mail 24

• Estimated delivery: 1 to 2 working days after dispatch.
• Delivery confirmation included.

Royal Mail 48

• Estimated delivery: 2 to 3 working days after dispatch.
• Delivery confirmation included.

DHL tracked service

• Estimated delivery: 1 to 2 working days after dispatch.
• Fully tracked delivery.

Royal Mail 24 and Royal Mail 48 delivery confirmation does not provide the same journey updates as a fully tracked service. Carrier delivery days may differ from our dispatch working days.

Depending on the size, weight or value of your order, we may use an alternative courier suitable for your parcel. This will not add a charge without your agreement or reduce any delivery commitment we have agreed with you.

3. Delivery costs and destinations

Delivery charges and the available services are shown at checkout before you pay.

The estimates above apply to UK mainland delivery. For Northern Ireland, islands, remote postcodes or destinations outside the UK, please check the options shown for your address at checkout or contact us before ordering. Do not assume the mainland services, prices or estimates apply to other destinations.

4. Delays, missing parcels or damage

Delivery times are estimates unless we expressly agree a guaranteed service or an essential delivery date. Postal disruption, severe weather and busy seasonal periods can affect arrival times. These estimates do not remove your rights if delivery is late.

Unless we agree a different delivery period with you, we will deliver without undue delay and within 30 days of your order. If an agreed essential delivery deadline is missed, or delivery still does not take place within a further reasonable period where required, you may be entitled to cancel and receive a refund.

If your parcel is late, missing, damaged or marked as delivered when you have not received it, email support@chasecards.uk with your order number. We will investigate with the courier and explain the next steps.

When we arrange the carrier, we remain responsible for your goods until you, or someone you nominate to receive them, takes physical possession. A different rule can apply if you independently arrange a carrier we have not offered.

You do not need to pursue the courier yourself to obtain a remedy from us. Any refund or replacement you are legally entitled to will not depend on the courier paying our claim.

For damaged parcels, photographs of the packaging and contents can help us investigate. Keep the packaging if you can, but photographs and original packaging are not conditions of your statutory rights.

5. Address changes and returned parcels

Please check your delivery address carefully before placing your order. If you spot a mistake, contact us as soon as possible. We will try to update it, but changes may not be possible once your parcel has been dispatched.

If a parcel comes back because of an incorrect address, missed collection or refused delivery, we will contact you to discuss redelivery or a refund. Where an error or missed collection on your part creates a reasonable additional delivery cost, we will explain that cost before you agree to redelivery.

We do not automatically deduct shipping, recovery or administration charges from every returned order. Any deduction must be lawful, reflect the circumstances and be explained to you. This does not restrict your statutory cancellation or refund rights.

If you want to cancel, please tell us clearly by email or post. Refusing a parcel or leaving it uncollected does not, by itself, clearly notify us that you wish to cancel.

For cancellation periods, return arrangements and refund details, please read our Refund Policy.