Shipping policy
Shipping & Delivery Policy
Last updated: 3 October 2026
Thank you for shopping with The Fortis Gift House LTD. This Shipping & Delivery Policy explains how we process and deliver orders placed through our online store.
1. ORDER PROCESSING
We aim to process and dispatch orders as promptly as possible after payment has been successfully authorised.
Orders placed on weekends or UK bank holidays may begin processing on the next working day.
During particularly busy periods, seasonal events or circumstances outside our reasonable control, processing may take longer than usual.
If there is a significant problem affecting your order, we will contact you using the contact information provided with your order.
2. DELIVERY OPTIONS AND COSTS
Available delivery methods, delivery charges and estimated delivery times will be displayed at checkout before you complete your purchase.
The delivery options available may depend on the products in your order, your delivery address and the carrier services available at the time.
Please review the delivery information shown at checkout before placing your order.
3. UK DELIVERY
We deliver to eligible addresses within the United Kingdom using the delivery services available for your order.
Estimated delivery times shown at checkout are estimates unless a guaranteed service is expressly stated.
In accordance with applicable UK consumer law, unless a different delivery period has been agreed with you, goods will be delivered without undue delay and no later than 30 days after the contract is entered into.
4. DELIVERY ADDRESSES
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your delivery details carefully before completing checkout.
If you realise that you have provided incorrect delivery information, contact us as soon as possible at info@thefortisgifthouse.co.uk.
We will try to assist, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.
5. DISPATCH AND TRACKING
Once your order has been dispatched, you may receive a dispatch confirmation and tracking information where tracking is available for the delivery service being used.
Tracking information can sometimes take time to update after a parcel has been collected by the carrier.
6. DELIVERY TIMES
Delivery estimates begin after an order has been processed and dispatched.
Although we aim to ensure orders arrive within the estimated timeframe, delays can occasionally occur due to circumstances such as carrier disruption, severe weather, seasonal demand or other events outside our reasonable control.
We will take reasonable steps to assist where a delivery problem occurs.
7. DELAYED OR MISSING ORDERS
If your order has not arrived within the expected delivery timeframe, please check any tracking information provided to you.
If you still require assistance, contact us at info@thefortisgifthouse.co.uk and include your order number.
We will investigate the delivery with the relevant carrier where appropriate.
Please do not assume that a delayed parcel has been lost. Carrier investigations may be required before a parcel can be confirmed as lost and the appropriate resolution provided.
Your statutory rights regarding delivery are not affected by this process.
8. DAMAGED PARCELS
If your order arrives damaged, please contact us as soon as reasonably possible at info@thefortisgifthouse.co.uk.
Please include your order number and, where possible, photographs showing:
• the damaged product;
• the external packaging; and
• any damaged internal packaging.
Photographs can help us investigate the issue with the carrier and resolve the matter more quickly.
Nothing in this section affects your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
9. INCORRECT OR INCOMPLETE DELIVERY INFORMATION
If a parcel cannot be delivered because the delivery address supplied with the order was incorrect or incomplete, it may be returned to us by the carrier.
If this happens, we will contact you regarding the available options. Additional delivery charges may apply where a parcel needs to be sent again because incorrect or incomplete delivery information was supplied by the customer, where permitted by law.
10. MULTIPLE-PRODUCT ORDERS
Where an order contains several products, items may occasionally be dispatched separately.
If this happens, you may receive more than one parcel or tracking number. You will not be charged additional delivery fees solely because we choose to split an order into multiple shipments.
11. INTERNATIONAL DELIVERY
Where delivery outside the United Kingdom is offered, the available destinations, delivery options and charges will be displayed at checkout.
International delivery times may vary depending on the destination, carrier and customs processing.
International orders may be subject to import VAT, customs duties, taxes or other charges imposed by the destination country. Where these charges have not already been collected at checkout, the recipient may be responsible for paying them.
Customs procedures are outside our direct control and may occasionally cause delivery delays.
12. RETURNS
Shipping and delivery are separate from your rights to cancel or return an order.
Please see our Returns & Refund Policy for information about our 14-day cancellation period, change-of-mind returns, faulty or damaged products and refunds.
13. EVENTS OUTSIDE OUR REASONABLE CONTROL
Delivery may occasionally be affected by events outside our reasonable control, including severe weather, transport disruption, carrier network problems, strikes, natural disasters or other exceptional circumstances.
Where this occurs, we will take reasonable steps to minimise disruption and assist affected customers.
14. YOUR STATUTORY RIGHTS
Nothing in this Shipping & Delivery Policy limits or excludes your statutory rights under applicable UK consumer law.
15. CONTACT US
If you have questions about delivery or need assistance with an order, please contact:
The Fortis Gift House LTD
33 Whittingham Road
Preston
PR3 2AA
United Kingdom
Email: info@thefortisgifthouse.co.uk
Telephone: 07507130318
Company number: 17456793