Shipping Policy

SHIPPING POLICY Chill Connect - chillconnect.co.uk Effective date: 29 April 2026

1. Overview

This policy applies to all wholesale orders placed through chillconnect.co.uk and covers delivery timescales, charges, and our responsibilities as a sender. By placing an order, you agree to the terms set out below.

We dispatch orders Monday to Friday during normal business hours. We do not dispatch on weekends or UK public holidays.

2. Minimum Order Value

A minimum order value may apply to all orders placed through the Website.

Orders below this threshold can still be placed but will incur a small order surcharge of. This will be displayed clearly at checkout before you complete your purchase.

3. Delivery Charges

Orders with a net product value of £500 or more (excluding VAT) qualify for free standard delivery to UK mainland addresses.

Orders below this threshold are subject to a delivery charge (excluding VAT), which will be displayed at checkout.

All delivery charges are subject to VAT at the applicable rate.

4. Delivery Timescales

Next day delivery Orders placed before 12:00 noon (midday) on a working day will be dispatched the same day and are expected to arrive the following working day.

Orders placed after 12:00 noon, or on a weekend or public holiday, will be dispatched on the next working day and are expected to arrive the working day after that.

Please note: Delivery timescales are estimates only. We use third-party carriers to fulfil deliveries and cannot guarantee delivery on a specific date or time. Delays may occur due to carrier capacity, adverse weather, or other circumstances outside our control. We will not be liable for losses arising from late delivery.

5. Delivery Area

We deliver to UK mainland addresses only. We are currently unable to deliver to:

  • Northern Ireland
  • Scottish Highlands and Islands
  • Isle of Man
  • Channel Islands
  • Isle of Wight
  • Scilly Isles

If your delivery address falls outside the UK mainland and you would like to discuss options, please contact us before placing your order.

6. Delivery Address

It is your responsibility to ensure the delivery address provided at checkout is accurate and complete. We are unable to redirect orders once they have been dispatched. If a delivery fails or is returned to us as a result of an incorrect address provided by you, re-delivery charges will apply.

7. Receipt of Goods

Please inspect all deliveries carefully upon receipt. Any shortages, damaged items, or discrepancies must be reported to us within 48 hours of delivery by emailing connect@chill.com. Claims made after this window may not be accepted.

Where goods are delivered by a carrier requiring a signature, please note any visible damage on the delivery note before signing. Signing without notation may affect your ability to make a claim.

8. Failed Deliveries

If no one is available to receive a delivery, our carrier will follow their standard procedure, which may include leaving a calling card, attempting a neighbour delivery, or returning the goods to a local depot for collection. It is your responsibility to arrange redelivery or collection promptly. Goods held at a depot for an extended period may be returned to us, in which case re-delivery charges will apply.

9. Tracking

Where tracking is available, you will receive a dispatch confirmation email with tracking details once your order has been collected by the carrier. Tracking is managed by the carrier and we are not responsible for the accuracy or availability of tracking information.

10. Questions

If you have a query about an order or delivery, please contact us:

Email: connect@chill.com Monday - Friday, 9:00am - 5:30pm

We aim to respond to all delivery queries within one working day.