Shipping and Delivery Policy
Shipping & Delivery Policy – Nur Guides
We ship worldwide!
| Method | Shipping Time | Price |
|---|---|---|
| UK Standard Shipping | 1 – 2 Working Days (Royal Mail Tracked 24) | From £4.00 |
| UK Next Working Day | 1 – 2 Working Days | £5.99 |
| Europe | Approximately 5 – 7 Working Days | Calculated at checkout |
| USA | Approximately 5 – 7 Working Days (can take 14 days in some cases) | Calculated at checkout |
| Canada | Approximately 5 – 7 Working Days (can take 14 days in some cases) | Calculated at checkout |
| Australia | Approximately 7 – 10 Working Days (can take 14 days in some cases) | Calculated at checkout |
| Singapore | Approximately 7 – 10 Working Days (can take 14 days in some cases) | Calculated at checkout |
| UAE | Approximately 7 Working Days | Calculated at checkout |
| International Shipping | Approximately 7 – 14 Working Days (depends on location) | Calculated at checkout |
Please note that the time frames mentioned above do not include vendor delays, service disruptions, or weather conditions.
Tracking Information
Tracking numbers are sent via email as soon as an order is dispatched.
Address Accuracy
Customers are responsible for entering the correct shipping address at checkout. Due to our automated dispatch system, we are unable to verify every address manually. Orders returned due to incorrect or incomplete addresses will require additional postage fees for reshipment. Refunds will exclude the original postage cost.
Processing Time
- Orders are processed and shipped within 1-2 business days (usually sooner).
- Once your order has shipped, you will receive a confirmation email with tracking details. Please allow 24-48 hours for tracking updates. If you do not receive this email, check your spam/trash folders or email support@nurguides.com for assistance.
- We are not responsible for shipping delays caused by the carrier.
If inaccurate or incomplete address information is provided, it may delay processing time by 1-2 business days. Customers should double-check their shipping and billing details before checkout to avoid delays.
International Buyers
- For customers within the EU, we collect and pay VAT on your behalf at checkout. However, in rare cases, your customs office may charge marginal additional fees on or before delivery which you are liable to pay in order to receive your parcel.
- For customers outside the EU, import duties, taxes, and other charges are not included in the product price or shipping cost. These are the buyer’s responsibility and will be due at the point of or after delivery.
- If a delivery is rejected by the customer, shipping costs will not be refunded. In some cases, additional return shipping fees may also apply and will be deducted from the refund amount.
- Customs Clearance & Delays: International orders may experience delays due to customs clearance procedures, which are outside our control. If your order is delayed, we recommend contacting your local customs office for updates.
Lost or Stolen Packages
- Once an order has been marked as "Delivered" by the courier, we are not responsible for lost or stolen packages. If you believe your package has been stolen, please file a claim with the courier.
- To prevent theft, we recommend selecting a secure delivery location.
Courier Delays Disclaimer
- Once an order has been dispatched, we are not responsible for delays caused by the courier, including but not limited to:
- Weather conditions
- Customs processing
- High shipping volumes during peak seasons
Order Changes
If you need to modify your order (e.g., add/remove products or change the shipping address), contact support@nurguides.com as soon as possible. While we will do our best to accommodate changes, we cannot guarantee adjustments once processing begins.
Missing Packages
If your tracking information shows that your package has been delivered but you have not received it:
- Check with your neighbours in case they received the package on your behalf.
- Contact your local post office to check if the package has been held there.
- If you still cannot locate your order, email support@nurguides.com for assistance.
Returns & Refunds
For information regarding returns, refunds, or exchanges, please refer to our Return & Refund Policy.
Force Majeure
Nur Guides is not liable for failure to fulfill shipping obligations due to circumstances beyond our control, including but not limited to:
- Natural disasters
- Pandemics
- Strikes
- Transportation disruptions
- Government-imposed restrictions
Need Help?
For any other questions or concerns, reach out to us at support@nurguides.com.