Shipping policy

SHIPPING POLICY — NACRE FORM™

Thank you for choosing NACRE FORM™. This policy explains the processing, shipping and delivery arrangements for our massage, beauty and wellness devices and related products.

1. DELIVERY DESTINATIONS

Available delivery destinations are shown at checkout. We accept orders only for addresses supported by our delivery service.

The estimated delivery times below apply to eligible UK addresses. If delivery to another destination is available, the relevant delivery estimate and any different arrangements will be disclosed before you place your order.

1. ORDER PROCESSING

We aim to process and prepare orders within 1–3 working days.

Once your order has been prepared and dispatched, it will be handed over to the delivery provider.

Working days exclude Saturdays, Sundays and public holidays. Orders placed on these days will normally begin processing on the next working day.

If an issue materially affects the preparation of your order, we will contact you using the details provided at checkout.

1. ESTIMATED DELIVERY TIMES

Following dispatch, estimated delivery to eligible UK addresses takes approximately 5–10 working days.

Our estimated timeframe is:

• Order preparation: 1–3 working days.
• Delivery after dispatch: 5–10 working days.
• Total estimated time: 6–13 working days.

These are estimates rather than guaranteed delivery dates, unless we expressly agree otherwise.

Delivery may be affected by busy periods, severe weather, carrier disruption or customs processing where applicable. Such delays do not remove your statutory rights.

Unless a different delivery period has been agreed with you, we will deliver without undue delay and within 30 calendar days of the contract being made.

1. FREE SHIPPING

We offer free standard shipping on all orders accepted through our checkout.

No standard shipping charge will be added at checkout.

The total payable to NACRE FORM™ will be displayed before you confirm your purchase, including applicable taxes where required by law.

If any import duties, taxes or clearance charges are payable separately by you, this will be clearly explained before purchase, including the amount or calculation method where reasonably possible. This policy does not impose undisclosed charges.

1. DISPATCH CONFIRMATION AND TRACKING

After dispatch, we will send a shipping confirmation to the email address provided with your order.

Tracking details will be included when available. Tracking updates may not appear immediately after dispatch and depend on the delivery provider.

If you have not received your shipping confirmation after the expected processing period, please check your spam or junk folder and contact us for assistance.

1. DELIVERY ADDRESSES AND ORDER CHANGES

Please check that your delivery address, postcode and contact details are complete and accurate before placing your order.

If you notice an error, email nacreform.contact@gmail.com as soon as possible. We will try to correct it before dispatch, although changes may not be possible once the parcel is in transit.

If a parcel is delayed or returned because of incorrect information you supplied, we will contact you to discuss the available options. Any reasonable additional delivery cost must be explained and agreed where required by law.

You will not be charged for an addressing or delivery error caused by NACRE FORM™ or our delivery provider. An address error does not automatically remove your statutory rights.

1. DELAYED OR UNDELIVERED ORDERS

If your order has not arrived within the estimated delivery period, please contact nacreform.contact@gmail.com with your order number and any available tracking details.

We will investigate with the delivery provider and explain the next steps.

If we miss an agreed delivery deadline or the applicable statutory delivery period, you may be entitled to give us an additional reasonable period to deliver and to cancel if we fail to do so.

In circumstances where the law allows it, including refusal to deliver or failure to meet an essential agreed delivery deadline, you may cancel immediately.

Where you are entitled to cancel for non-delivery, we will refund the sums due without undue delay. A carrier investigation will not postpone your remedy beyond the time permitted by law.

1. LOST PARCELS AND DELIVERY RESPONSIBILITY

We remain responsible for your goods until you, or a person you nominate to receive them, takes physical possession.

If your parcel is confirmed lost before delivery, you may choose:

• A free replacement shipment, subject to availability; or
• A full refund.

NACRE FORM™ will cover all shipping costs for a replacement sent because the original parcel was lost.

If tracking shows delivery but you have not received the parcel, please contact us promptly. We will investigate the delivery information with the carrier. A tracking status alone does not remove our responsibility or your statutory rights.

You do not need to obtain compensation from the carrier yourself before requesting a remedy from us.

1. DAMAGED, BROKEN, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If an item is damaged, broken, defective, incorrect or missing components, contact nacreform.contact@gmail.com as soon as reasonably possible.

For visible damage or missing components, we ask that you contact us within 48 hours where possible. This is a request to help us investigate quickly, not a deadline that limits your legal rights.

Please provide, where available:

• Your order number or other proof of purchase.
• A description of the problem.
• Photographs of the item, packaging and shipping label.
• A short video if it would help demonstrate the issue and is safe to record.

Please retain the packaging and accessories where reasonably possible. Original packaging, photographs and videos are not absolute conditions for exercising statutory rights.

Do not use a device that appears damaged or unsafe, or operate it solely to record evidence.

Once the issue has been assessed, we will arrange a free replacement or an appropriate refund in accordance with your rights and our Returns, Exchanges & Product Guarantee Policy.

If you are legally entitled to reject the goods and receive a refund, we will not require you to accept a replacement instead.

NACRE FORM™ covers necessary return and replacement shipping costs for confirmed damaged, defective or incorrectly supplied goods. Missing components will be supplied without an additional delivery charge, without limiting any other remedy available to you.

1. CANCELLATIONS AND RETURNS

If you wish to cancel or amend your order, contact us as soon as possible. We will try to assist before dispatch.

Dispatch does not remove any applicable statutory cancellation right.

Our additional 30-day change-of-mind returns policy applies to eligible unused, unopened products in their original packaging, with all accessories included. Customers pay return shipping costs for those voluntary returns.

These conditions do not restrict statutory cancellation rights, including the right to inspect eligible online purchases, or remedies for faulty goods.

Free outbound shipping does not mean that change-of-mind return shipping is free. Customers pay direct return costs only as set out in our returns policy and where properly disclosed and legally permitted.

Please refer to our Returns, Exchanges & Product Guarantee Policy for full return conditions, statutory cancellation information, the additional 30-day manufacturing-defect guarantee and refund arrangements.

1. YOUR STATUTORY RIGHTS

This policy operates alongside our Terms of Service and Returns, Exchanges & Product Guarantee Policy.

Nothing in these policies excludes or restricts your statutory consumer rights, including rights relating to late delivery, non-delivery, faulty goods or goods that do not match their description.

Where mandatory consumer law provides additional protection, that law takes precedence.

1. CONTACT US

For shipping, tracking, delivery or damaged-order enquiries, please contact:

NACRE FORM™ Customer Support
Email: nacreform.contact@gmail.com

Please include your order number, if available, so that we can locate your purchase.