UK Shipping Policy

1. Overview

This UK Shipping Policy applies to orders delivered within the United Kingdom only. It explains how SYLA processes, dispatches and delivers UK orders, and should be read alongside any other relevant policies published on the site.

2. Order Processing and Dispatch

Orders are processed on business days only, being Monday to Friday and excluding bank holidays in Scotland, England and Wales. We aim to dispatch all in-stock orders within 1 to 2 business days of order confirmation. During launch periods, promotional periods, new collection releases or other high-volume periods, dispatch may take slightly longer. If there is any significant delay to your order, we will use reasonable efforts to contact you using the email address provided at checkout.

3. Delivery Methods and Charges

UK orders are currently shipped using Royal Mail and, where appropriate, Parcelforce. Delivery charges are calculated by reference to the value of your basket and the delivery method made available at checkout.

Orders with a value of up to and including GBP50.00 are charged at GBP1.95 for Royal Mail Tracked 24 delivery. Orders with a value of more than GBP50.00 and up to and including GBP150.00 are charged at GBP4.95 for Royal Mail Tracked 24 delivery. Orders with a value of more than GBP150.00 qualify for free delivery.

We reserve the right to use an equivalent or more appropriate tracked or protected delivery service, including Royal Mail Special Delivery Guaranteed or Parcelforce services, where this is necessary due to parcel size, parcel weight, order value, destination or operational requirements. In such circumstances, this will not increase the delivery charge paid by the customer unless otherwise agreed in advance.

4. Delivery Timeframes

The delivery estimates displayed at checkout are estimates only and apply from the point of dispatch rather than from the date the order is placed. For most UK orders, the estimated delivery timeframe is 1 to 2 business days after dispatch. While we aim to meet these delivery estimates, they are not guaranteed unless a guaranteed service is expressly stated.

5. Remote and Postcode Exception Areas

Certain UK destinations fall within postcode exception areas or remote delivery regions, including parts of the Highlands and Islands, Northern Ireland, the Channel Islands, the Isle of Man and other remote locations. Delivery to such destinations may take longer than the standard estimate shown at checkout. Where an address falls within one of these areas, SYLA will still aim to dispatch within its normal processing window, but final delivery timing will depend on the carrier's applicable service levels and local routing conditions.

6. Tracking and Delivery Updates

All current UK delivery options are sent using a tracked service. Tracking details will be issued once an order has been dispatched. It is the customer's responsibility to monitor tracking updates and to follow any delivery instructions, missed delivery notices or collection guidance issued by the relevant carrier.

7. Delivery Address Information

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete. SYLA will not be responsible for delays, failed delivery, loss or additional costs arising from incomplete or inaccurate address information, including an incorrect postcode, refusal of delivery, or failure to collect a parcel after a missed delivery attempt. If an order is returned to us as undeliverable or uncollected, we may require payment of the redelivery cost before the parcel is dispatched again.

8. Delays Outside Our Control

From time to time, delivery services may be affected by events outside our reasonable control, including severe weather, transport disruption, industrial action, public holidays, peak seasonal demand, carrier operational issues or other unforeseen events. In such circumstances, SYLA shall not be liable for delivery delays caused by matters outside its reasonable control, but we will use reasonable efforts to assist customers and provide any available tracking updates.

9. Lost, Missing or Damaged Parcels

If a parcel appears to be lost, missing or damaged in transit, the customer should contact us as soon as reasonably possible at contact@sylaswim.co.uk, quoting the relevant order number. We may request further information, including photographs of the parcel or products, confirmation of the delivery address, and confirmation that the parcel has not been left with a neighbour, reception point or safe place. We may also require a reasonable period of time to allow the relevant carrier's tracking and investigation process to be completed before a claim is resolved.

10. Returned Parcels and Re-Delivery

Where a parcel is returned to SYLA due to an address error, failed delivery, refusal, or failure to collect, we reserve the right to deduct any direct return costs or to require payment of a further delivery charge before the parcel is re-sent. Nothing in this section affects any rights you may have under applicable consumer law.

11. Contacting Us

If you have any questions, queries or concerns about the content of this UK Shipping Policy, or about the delivery of your order within the United Kingdom, you can contact us at contact@sylaswim.co.uk.