Shipping Policy – Supacolour UK Ltd

12/11/25

At Supacolour UK, we're committed to getting your heat transfers to you quickly, safely, and reliably. This policy explains our shipping options, costs, timeframes, and what to expect when you order from us.

 

Table of Contents

1.         Shipping Coverage

2.         Dispatch Times

3.         UK Shipping Options

4.         EMEA Shipping Options

5.         Collection Service

6.         Shipping Costs

7.         Delivery Timeframes

8.         Tracking Your Order

9.         Delivery Requirements

10.   Delays and Issues

11.   Failed Deliveries

12.   Risk and Title

13.   Contact Us

 

1. Shipping Coverage

We ship to:

·       United Kingdom (England, Scotland, Wales, Northern Ireland)

·       EMEA Region (Europe, Middle East, and Africa)

Special Delivery Restrictions:

·       Some remote or offshore locations may require additional delivery time or carriers

·       Certain countries may be subject to customs regulations and import duties (see Section 4)

·       We will inform you before dispatch if any restrictions apply to your delivery address

We currently do not ship to: Locations outside the EMEA region for Supacolour UK orders. For orders to other regions, please visit:

·       North America: www.supacolor.com (Supacolor USA)

·       Asia-Pacific: www.supacolour.co.nz (Supacolour New Zealand)

 

2. Despatch Times

Standard Despatch

Target despatch time: Within 48 hours of receiving your order (2 working days)

"Receiving your order" means:

·       Your order is confirmed and paid for

·       Your artwork is print-ready

·       Production is complete

Working days: Monday to Friday, excluding UK bank holidays

Exceptions to Standard Despatch

Despatch may take longer than 48 hours if:

·       Large quantity orders: Orders requiring extensive production time (typically 1000+ transfers or multiple complex designs)

·       Artwork not print-ready: If your artwork requires processing, corrections, or clarification

·       Out of stock materials: If we need to restock specific materials for your order

·       Custom specifications: Orders with special requirements or non-standard products

·       Peak periods: During busy seasonal periods (we'll notify you if this applies)

·       Technical issues: Equipment maintenance or unforeseen production issues

We will always inform you if your order will take longer than our standard 48-hour despatch time.

Rush Orders

Need your order faster? Contact us at orders@supacolour.co.uk to discuss:

·       Same-day despatch (subject to order time and complexity)

·       Priority production scheduling

·       Premium delivery options

Rush services are subject to availability and may incur additional charges.

 

3. UK Shipping Options

All prices exclude VAT unless stated. VAT will be added at checkout.

Option 1: Royal Mail 48 Tracked

Best for: Small, lightweight orders under 5 kg

Delivery time: 2-3 working days from despatch

(Note: Timeframe begins when your parcel reaches the Royal Mail hub, not when it leaves our facility)

Cost: £4.50 - £8.00 (varies by weight and package dimensions)

Coverage: UK mainland only

Features:

·       Tracking included

·       Delivery to residential and business addresses

Limitations:

·       Not available for orders over 5 kg

·       No guaranteed delivery time

·       Not suitable for urgent orders

Option 2: DPD Standard Next Day

Best for: Heavier parcels and orders requiring faster, more reliable delivery

Delivery time: Next working day by end of business day (typically by 6:00 PM)

Cost: £10.00 + VAT (flat rate)

Weight limit: Up to 25 kg

Coverage: UK mainland only

Features:

·       Next working day delivery

·       1-hour delivery window notification

·       Full tracking with SMS/email updates

·       Delivery to residential and business addresses

·       Compensation cover included

·       Signature required on delivery

Ideal for: Orders over 40 transfers or any time-sensitive deliveries

Option 3: DPD Next Day Pre-12:30

Best for: Time-sensitive orders requiring morning delivery

Delivery time: Next working day before 12:30 PM

Cost: £10.00 + VAT

Weight limit: Up to 25 kg

Coverage: UK mainland only

Features:

·       Guaranteed delivery by 12:30 PM

·       1-hour delivery window notification

·       Full tracking with SMS/email updates

·       Signature required on delivery

·       Priority handling

Recommended for: Production deadlines, urgent restocks, or same-day application needs

Option 4: DPD Next Day Pre-10:30 (Premium)

Best for: Critical, urgent deliveries requiring earliest possible arrival

Delivery time: Next working day before 10:30 AM

Cost: £30.00 + VAT

Weight limit: Up to 25 kg

Coverage: UK mainland only

Features:

·       Guaranteed delivery by 10:30 AM

·       Priority handling throughout the delivery chain

·       Full tracking with SMS/email updates

·       Signature required on delivery

·       Our fastest shipping option

Ideal for: Emergency orders, last-minute event requirements, or critical production schedules

Option 5: DHL Express (UK & EU)

Best for: Lighter parcels with flexible delivery requirements, particularly for EU destinations

Delivery time:

·       UK: Next working day by end of business day

·       EU: 2-3 working days depending on destination

Cost: Variable (calculated based on weight and destination at checkout)

Weight suitability: Best for lighter parcels (under 10 kg typically)

Features:

·       International tracking

·       Customs documentation included (for EU)

·       Delivery confirmation

·       Suitable for both UK and European deliveries

Note: For UK deliveries, DPD is typically more cost-effective for heavier items. DHL is our preferred carrier for lighter EU shipments.

4. EMEA Shipping Options

European Union (EU) Shipping

Carriers: DHL Express, other carriers depending on destination

Delivery time: 2-5 working days (varies by destination country)

Cost: Calculated at checkout based on weight, dimensions, and destination

Important Information:

·       Customs and duties: Since Brexit, shipments to the EU may be subject to customs clearance, import duties, and VAT in the destination country

·       Delivered Duty Unpaid (DDU): Unless otherwise agreed, shipments are sent DDU, meaning the recipient is responsible for any import duties, taxes, and customs fees

·       Customs documentation: We provide all necessary customs paperwork

·       EORI numbers: Commercial customers may need to provide EORI numbers for customs clearance

Key EU Destinations: France, Germany, Netherlands, Belgium, Spain, Italy, Ireland, and other EU member states

Middle East and Africa

Carriers: DHL Express, FedEx, or other international carriers

Delivery time: 3-7 working days (varies significantly by destination)

Cost: Calculated at checkout based on weight, dimensions, and destination

Important Information:

·       Import duties and taxes are the responsibility of the recipient

·       Additional customs documentation may be required

·       Some countries have specific import restrictions or requirements

·       Remote locations may require additional delivery time

We recommend contacting us before placing orders to these regions to confirm:

·       Delivery timeframes

·       Any specific customs requirements

·       Total landed costs including duties and taxes

5. Collection Service

Best for: Local customers in the Corby area or those who prefer to collect in person

Cost: FREE (no shipping charges)

Collection address:

Supacolour UK Ltd

Unit A, Bracknell House

Pywell Road

Corby

NN17 5XJ

United Kingdom

Collection hours: Monday - Friday, 9:00 AM - 5:00 PM (by appointment)

How to arrange collection:

1.         Select "Collection" at checkout

2.         We'll email you when your order is ready for collection (usually within 48 hours)

3.         Reply to confirm your collection time

4.         Bring your order confirmation and photo ID

Please note:

·       Collections must be arranged in advance

·       Orders must be collected within 14 days of notification or storage charges may apply

·       Someone authorised by you may collect on your behalf with your order confirmation

6. Shipping Costs

How Shipping is Calculated

Shipping costs are determined by:

·       Weight: Total weight of your package

·       Dimensions: Size of the parcel (volumetric weight may apply for large, light packages)

·       Destination: UK regions, EU countries, or other EMEA destinations

·       Service level: Standard, express, or premium options

·       Delivery speed: Next day, 2-3 days, etc.

When You Pay

Retail customers: Shipping costs are displayed and charged at checkout

Business customers: Shipping may be invoiced separately depending on your account terms

Price Display

All shipping prices shown:

·       Exclude VAT (added at checkout for UK customers)

·       Are indicative for weight-based services (final cost confirmed after order is packed)

·       Are guaranteed for flat-rate services (Royal Mail 48, DPD Standard)

Free Shipping Promotions

We occasionally offer free shipping promotions:

·       Eligibility criteria will be clearly stated

·       Applies to standard delivery only unless specified

·       Cannot be combined with other promotional offers unless stated

·       Valid for UK mainland addresses only unless specified

7. Delivery Timeframes

Understanding Delivery Times

"Working days" means: Monday to Friday, excluding:

·       UK bank holidays

·       Christmas closure period (typically 24 Dec - 2 Jan)

·       Any other announced closure days

Despatch time + Transit time = Total delivery time

Example:

·       Order placed Monday morning (artwork print-ready)

·       Despatch within 48 hours = Dispatches by Wednesday

·       Next day delivery = Arrives Thursday

Estimated Delivery Times

Destination	Service	Transit Time from Despatch
UK Mainland	Royal Mail 48	2-3 working days
UK Mainland	DPD Standard	1 working day
UK Mainland	DPD Pre-12:30	1 working day (by 12:30 PM)
UK Mainland	DPD Pre-10:30	1 working day (by 10:30 AM)
UK Mainland	DHL Express	1 working day
Scotland Highlands & Islands	Any carrier	+1-2 working days
Northern Ireland	Any carrier	+1 working day
Republic of Ireland	DHL Express	2-3 working days
EU (France, Germany, Benelux)	DHL Express	2-3 working days
EU (Spain, Italy, Eastern Europe)	DHL Express	3-5 working days
Middle East	DHL Express	3-7 working days
Africa	DHL Express	5-7 working days

 

These are estimates based on typical carrier performance. Actual delivery times may vary.

Peak Periods

Delivery times may be extended during:

·       Pre-Christmas period (November - December)

·       January sales period

·       Bank holiday periods

·       Major public events

We will notify you if your order is placed during a peak period and delivery times may be affected.

 

8. Tracking Your Order

How to Track

Once despatched, you will receive:

·       Despatch confirmation email

·       Tracking number

·       Direct link to courier tracking page

 

Tracking updates typically include:

·       Package collected from Supacolour

·       In transit

·       Out for delivery (with estimated time window for DPD/DHL)

·       Delivered (with signature confirmation where applicable)

Carriers' Tracking Systems

Royal Mail: Track at www.royalmail.com/track-your-item

DPD: Track at www.dpd.co.uk/tracking (includes 1-hour delivery window)

DHL: Track at www.dhl.com/gb-en/home/tracking.html

If Tracking Shows No Updates

If your tracking hasn't updated for 48 hours or shows unexpected status:

·       First: Check the carrier's website directly with your tracking number

·       Then: Contact us at orders@supacolour.co.uk with your order number

·       We will: Investigate with the carrier and provide updates within 24 hours

 

9. Delivery Requirements

Delivery Address

Please ensure:

·       Your delivery address is complete and accurate

·       Building names/numbers and flat numbers are included

·       Postcodes are correct

·       Contact phone number is provided for courier communication

We recommend:

·       Using a business address where possible (higher delivery success rate)

·       Ensuring someone is available to receive the delivery

·       Providing specific delivery instructions if needed (e.g., "Leave with reception")

Address Changes

Before despatch:

·       Contact us immediately at orders@supacolour.co.uk

·       We will update your address if production hasn't started

·       Address changes may delay despatch

After despatch:

·       Contact the courier directly using your tracking number

·       Some carriers allow delivery address changes or redirection (charges may apply)

·       We cannot guarantee address changes once despatched

Signature Requirements

Signature required for:

·       All DPD deliveries

·       All DHL deliveries over £100

·       All international shipments

Safe place delivery (no signature):

·       Royal Mail 48 (at courier's discretion)

·       May be available for other services if pre-arranged with courier

Business vs Residential Delivery

Business addresses:

·       Standard delivery hours (9 AM - 6 PM)

·       May receive delivery earlier in the day

·       Usually higher success rate on first attempt

Residential addresses:

·       Delivery typically later in delivery window

·       Ensure someone is available to receive

·       Consider using safe place instructions if available

 

10. Delays and Issues

Common Causes of Delays

Production delays:

·       Large order volumes

·       Artwork requiring amendments

·       Material availability

·       Equipment issues

Despatch delays:

·       Courier collection issues

·       Weather conditions

·       Incorrect address information

Transit delays:

·       Weather conditions (snow, floods, storms)

·       Traffic accidents or road closures

·       Courier operational issues

·       Customs delays (international orders)

·       Industrial action or strikes

How We Handle Delays

We will:

·       Notify you as soon as we become aware of any delay

·       Provide regular updates

·       Work with couriers to expedite delivery where possible

·       Offer alternative solutions where appropriate

If a delay is our fault:

·       We'll apologise and explain what happened

·       We'll offer expedition of future orders where possible

·       For significant delays affecting time-critical orders, we may offer goodwill gestures

If a delay is the courier's fault:

·       We'll liaise with the courier on your behalf

·       We'll keep you updated on progress

·       We'll pursue compensation from the courier where appropriate

What to Do if Your Order is Delayed

·       Check tracking information - Often provides explanation

·       Wait 24 hours beyond expected delivery - Slight delays are common

·       Contact us - Email orders@supacolour.co.uk with your order number

·       We'll investigate - Within 24 hours and provide an update

 

11. Failed Deliveries

First Delivery Attempt Failed

If you're not available:

·       Royal Mail: Parcel returned to local depot, "Something for You" card left

·       DPD/DHL: Parcel returned to depot, redelivery arranged automatically or you can reschedule

Your options:

·       Rearrange delivery for a suitable day

·       Nominate a safe place (where available)

·       Redirect to alternative address (charges may apply)

·       Collect from local depot (free)

Important: You typically have 7-14 days to claim your parcel before it's returned to us (varies by courier)

Returned to Sender

If the courier returns your parcel to us because:

·       Recipient refused delivery

·       Multiple failed delivery attempts

·       Incorrect/insufficient address

·       Recipient not available within collection period

What happens next:

·       We'll contact you to arrange redelivery

·       Original shipping charges are non-refundable

·       Redelivery charges apply: You'll need to pay shipping costs again

·       Address was incorrect: You may also be charged return shipping

Exceptions:

·       If the delivery failure was our error (e.g., wrong address entered by us), we'll reship at no cost

·       If the product is faulty, see our Returns Policy

 

12. Risk and Title

When Do Products Become Your Responsibility?

Consumer customers:

·       Risk passes to you: When you (or someone you nominate) physically receives the goods

·       Ownership passes to you: When we receive payment in full and goods are delivered

Business customers:

·       Risk passes to you: When the goods are handed to the courier for delivery

·       Ownership passes to you: When we receive payment in full

What this means:

·       Once risk passes to you, you're responsible for loss or damage

·       We recommend checking parcels immediately upon delivery

·       Report any damage or shortages to us within 48 hours

Damaged or Lost Parcels

If your parcel arrives damaged:

1.         Do not discard packaging - Needed for courier claims

2.         Take photos - Package exterior, inner packaging, and products

3.         Contact us immediately - orders@supacolour.co.uk within 48 hours

4.         We'll arrange - Replacement or refund after assessing evidence

If your parcel is lost in transit:

1.         Check tracking - Confirm status

2.         Allow 5 working days beyond expected delivery for UK, 10 days for international

3.         Contact us - We'll open a missing parcel claim with the courier

4.         We'll arrange - Replacement or refund once loss is confirmed

 

13. Contact Us

For Shipping Queries

Email: orders@supacolour.co.uk

Phone: (+44) 1536 203461

Live Chat: Available on our website during business hours

Customer Service Hours:

Monday - Friday: 9:00 AM - 5:00 PM GMT

We aim to respond to all enquiries within 24 hours (1 working day)

What to Include When Contacting Us

Please provide:

·       Your order number

·       Tracking number (if available)

·       Description of your query or issue

·       Photos (if reporting damage or delivery issues)

·       Preferred resolution

Related Policies

For more information, please see:

·       Terms of Service - Full terms and conditions

·       Returns & Refunds Policy - Your rights to return products

·       Privacy Policy - How we handle your information

 

Changes to This Policy

We may update this Shipping Policy from time to time to reflect:

·       Changes in our carrier partnerships

·       Updates to delivery services or coverage

·       Changes in pricing

·       Improvements to our processes

The latest version will always be available on our website with the "Last Updated" date at the top.

 

Questions about shipping? Contact our team at orders@supacolour.co.uk - we're here to help ensure your order arrives quickly and safely!