SHIPPING POLICY

 

Last Updated: 30 December 2025

 

This Shipping Policy outlines how we prepare, handle, and deliver your frozen bone broth orders from collanature.co.uk.

 

1. SHIPPING AREAS

 

We currently deliver nationwide across the United Kingdom (England, Scotland, Wales).

 

Exclusions: We do not deliver to the Channel Islands, Isle of Man, Northern Ireland, or international addresses at this time due to the frozen nature of our product.

 

2. DELIVERY PARTNER & TRACKING

 

All orders are shipped via DPD Next-Day Tracked Delivery using specialised temperature-controlled packaging to ensure product safety.

 

What to expect:

 

•    
• You will receive a tracking link via email/SMS from DPD.
•    
• You will receive a 1-hour delivery time slot on the morning of delivery.
•    
• You will have options to reschedule, deliver to a neighbour/safe place, or redirect to a Pickup Shop via the DPD app/link.
•  

 

Important: If you choose any alternative delivery option (neighbour, safe place, shop), responsibility for the parcel transfers to you once DPD has delivered it to that location.

 

3. DISPATCH SCHEDULE

 

To ensure your bone broth arrives frozen, we operate a strict dispatch schedule:

 

•    
• Shipping Days: Monday to Thursday only.
•    
• Cut-off Time: Orders placed before 12:00 PM (noon) are usually dispatched the same working day.
•    
• After Cut-off: Orders placed after 12:00 PM are dispatched the next working day.
•    
• Fridays & Weekends: We do not dispatch on Fridays to avoid the parcel sitting in a depot over the weekend. Orders placed after 12:00 PM Thursday will be dispatched on Monday.
•  

 

4. IMPORTANT: PERISHABLE GOODS

 

Please Read Carefully: Our products are frozen and perishable. They are packed with high-performance insulation and coolant to remain frozen during transit.

 

•    
• The product must be taken indoors and stored in the freezer immediately upon delivery.
•    
• We strictly do not ship to PO Boxes.
•  

 

5. DELIVERY FEES

 

•    
• Orders under £50: £4.99
•    
• Orders over £50: FREE (Automatically applied at checkout)
•  

 

Delivery fees are non-refundable unless the entire order is proven damaged on arrival.

 

6. MISSED DELIVERY OR INCORRECT ADDRESS

 

Because the product is perishable, we cannot issue refunds or replacements if:

 

•    
• The delivery address was entered incorrectly at checkout.
•    
• Delivery attempts were missed by the customer.
•    
• The parcel spoiled because it was left outside or at a neighbour's house for too long after delivery.
•  

 

Customer Responsibility: It is your responsibility to enter the correct address and ensure someone is available to receive the delivery.

 

7. COURIER DELAYS & DAMAGES

 

While we rely on DPD's 99% success rate, we are not directly responsible for delays caused by the courier. However, if a delay leads to product spoilage, we will review your situation on a case-by-case basis.

 

Damaged Parcels

 

If your parcel arrives damaged or thawed, you must contact us immediately (within 24 hours). Please email us with clear photos of:

 

•    
• The outer packaging (showing the label);
•    
• The inner packaging;
•    
• The damaged product;
•    
• Your order number.
•  

 

Note: If the parcel is visibly damaged at the door, you may refuse delivery, and DPD will return it to us automatically. Damage reported after you have handled/moved the goods may not be eligible for a refund.

 

8. CONTACT US

 

For any delivery issues, please contact our logistics team directly. We aim to respond within 48 working hours.

 

•    
• Email: contact@collanature.co.uk
•    
• Phone: +44 (0)20 7870 1605
•    
• Warehouse / Trading Address: Honingham Thorpe, Norwich Rd, Colton, Norwich NR9 5BZ, United Kingdom
•