BONNIE BUBBLES

SHIPPING AND DELIVERY POLICY

Last updated: [21/07/2026]

This Shipping and Delivery Policy explains how Bonnie Bubbles processes and delivers orders placed through our website, social media, email or messaging services.

1. Business information

Bonnie Bubbles is operated by:

Legal business name: [MATHESON SERVICES LTD / OTHER LEGAL NAME]
Trading name: Bonnie Bubbles
Business address: [11 LOVAT ROAD CROWN INVERNESS IV2 3NT]
Email: [sales@bonniebubbles.com]
Telephone: [TELEPHONE NUMBER]
Website: [www.bonniebubbles.com]

2. Delivery areas

We deliver orders throughout the United Kingdom and to selected international countries.

The international countries currently available for delivery will be shown at checkout. An order cannot be completed where delivery is unavailable for the selected destination.

International delivery availability may depend on:

• local customs requirements;

• cosmetic-product import restrictions;

• courier availability;

• restrictions affecting fragrances, essential oils or liquids;

• parcel size or weight restrictions; and

• temporary carrier or border-service limitations.

We reserve the right to decline or cancel an order where we cannot legally or reasonably deliver a product to the selected destination. Any payment already received for a cancelled order will be refunded.

3. Delivery times

Our estimated delivery time is normally:

5–7 working days

Working days are Monday to Friday and exclude UK bank holidays.

The delivery period normally begins after the order has been accepted and payment has cleared.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

The 5–7 working-day period is an estimate and is not guaranteed. Delivery can occasionally take longer because of circumstances outside our reasonable control.

International orders may take longer than 5–7 working days due to customs clearance, local postal services or the destination country’s import procedures.

Where an international delivery estimate differs from the standard delivery period, the available estimate will be displayed or communicated before the order is completed.

4. Handmade and made-to-order products

Many Bonnie Bubbles products are handmade in small batches.

Where a product is made to order, personalised or temporarily awaiting production, additional preparation time may apply. Any known additional lead time will be shown in the product description or communicated to the customer.

If an unexpected production delay occurs, we will contact the customer using the details provided with the order.

5. Shipping charges

Shipping charges are calculated at checkout.

The charge may depend on:

• the delivery destination;

• parcel weight and dimensions;

• the number of products ordered;

• the selected delivery service;

• tracking or insurance requirements; and

• any remote-area or international carrier charges.

The customer will be shown the applicable shipping charge before completing payment.

We may occasionally offer free or discounted delivery as part of a promotion. Any qualifying conditions will be clearly stated with the promotion.

6. Order processing

After placing an order, the customer should receive an order confirmation using the email address or contact details provided.

The confirmation means that we have received the order. It does not necessarily mean that the order has been dispatched.

Once the order has been prepared and handed to the delivery provider, we may send a dispatch confirmation and tracking information where a tracked service is available.

During busy periods, holidays, product launches or promotional events, order processing may take longer than usual. We will take reasonable steps to notify customers about significant delays.

7. Delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Before submitting an order, customers should check:

• the recipient’s full name;

• house name or number;

• street address;

• town or city;

• postcode or ZIP code;

• country;

• telephone number; and

• email address.

Bonnie Bubbles is not responsible for delays or failed delivery caused by incomplete or incorrect information supplied by the customer.

Where an order is returned because the customer supplied an incorrect or incomplete address, the customer may be required to pay the cost of sending the order again.

We may be unable to change a delivery address after an order has been dispatched.

8. UK delivery

UK orders will be sent using an appropriate postal or courier service.

The delivery provider may:

• leave the parcel in an authorised safe place;

• leave the parcel with a neighbour;

• attempt redelivery;

• deliver to a collection point; or

• provide instructions for arranging collection or redelivery.

These arrangements will depend on the chosen delivery provider and any instructions supplied by the customer.

Where tracking is available, customers should use the tracking information supplied to monitor delivery.

9. International delivery

International orders may be subject to customs checks and import procedures in the destination country.

Customers are responsible for checking whether the ordered products can legally be imported into their country.

International customers may be required to pay:

• import VAT or sales tax;

• customs duty;

• handling or clearance charges;

• brokerage fees; or

• other local government or carrier charges.

Unless expressly stated at checkout, these amounts are not included in the product price or shipping charge paid to Bonnie Bubbles.

The recipient is responsible for paying charges imposed by the destination country, customs authority or delivery provider.

Customs authorities may open and inspect international parcels. We are not responsible for delays caused by customs inspections or clearance procedures.

Products sent outside the UK require appropriate customs information, and inaccurate product descriptions or values must not be requested by customers.

10. Customs refusal or unpaid charges

Where an international parcel is refused, abandoned or returned because the recipient:

• refuses to pay customs charges;

• fails to complete import requirements;

• provides incorrect delivery information;

• does not collect the parcel; or

• orders a product prohibited in the destination country,

we may deduct from any refund the reasonable costs incurred in sending, recovering or processing the returned parcel.

A refund may only be issued after the parcel has been safely returned to us and inspected.

Original shipping charges and customs-related costs may not be refundable where the failed delivery was caused by the customer or recipient.

This does not affect the customer’s statutory rights where the product is faulty, damaged or incorrectly supplied.

11. Delivery delays

Delivery dates are estimates unless we have expressly agreed in writing that delivery by a particular date is essential.

Delays may occur because of:

• adverse weather;

• transport disruption;

• strikes or industrial action;

• customs inspections;

• postal or courier delays;

• public holidays;

• remote delivery locations;

• unusually high order volumes;

• supply shortages;

• border disruption; or

• other circumstances outside our reasonable control.

Where a significant delay occurs, we will take reasonable steps to inform the customer and provide an updated estimate.

Unless a different delivery period has been agreed, goods should be delivered without undue delay and normally within 30 days of the contract being formed.

If we cannot deliver within an agreed essential period, or within the legally applicable delivery period, the customer may have the right to cancel and receive a refund.

12. Tracking information

Tracking will be provided where it is included with the selected delivery service.

Not all delivery methods include tracking.

Tracking information may take time to update after a parcel has been handed to the delivery provider.

An absence of an immediate tracking update does not necessarily mean that the parcel has not been dispatched.

13. Missed deliveries and uncollected parcels

Customers are responsible for following instructions left by the delivery provider after an attempted delivery.

Where a parcel is taken to a collection office or collection point, it must be collected within the period specified by the carrier.

If an order is returned to us because it was not collected, we may:

• refund the product price after deducting permitted shipping and return costs; or

• arrange redelivery after the customer pays the additional shipping charge.

This does not apply where the failed delivery was caused by an error for which Bonnie Bubbles or its delivery provider is responsible.

14. Parcels marked as delivered

Where tracking shows that a parcel has been delivered but the customer cannot locate it, the customer should first:

• check the delivery address on the order;

• check any safe place;

• ask members of the household;

• check with neighbours;

• check communal entrances or reception areas; and

• contact the delivery provider.

The customer should then contact us promptly at [sales@bonniebubbles.com].

We may ask the carrier to investigate the delivery. Customers may be required to provide information or complete a declaration to support the investigation.

We will not automatically refuse a claim solely because tracking states that a parcel was delivered. Each case will be assessed using the available evidence and the customer’s legal rights.

15. Lost parcels

A parcel will only be treated as lost after the delivery provider’s applicable investigation or waiting period has passed.

Customers should notify us when an order has not arrived within the estimated period.

Please provide:

• the customer’s full name;

• order number;

• delivery address;

• order date; and

• any available tracking information.

Where the parcel is confirmed as lost, we will provide an appropriate remedy, which may include a replacement or refund.

16. Damaged parcels

Customers should inspect their order promptly after delivery.

Where an order arrives damaged, please contact us as soon as reasonably possible at [bonniebubbles.com] and provide:

• the order number;

• a description of the damage;

• photographs of the external packaging;

• photographs of the damaged product; and

• photographs of the shipping label where requested.

Customers should retain the product and packaging until we confirm whether they are needed for a carrier claim.

Depending on the circumstances and the customer’s legal rights, we may offer a replacement, refund or other appropriate remedy.

17. Missing or incorrect products

Customers should contact us promptly where an order contains a missing or incorrect product.

Please include the order number, details of the issue and photographs of the parcel contents where appropriate.

Where we have made an error, we will arrange an appropriate remedy without charging the customer additional delivery costs.

18. Packaging

We package products with reasonable care to protect them during delivery.

Where possible, we may use recyclable, reusable or reduced-plastic packaging.

Packaging materials, designs and parcel presentation may vary depending on product availability, order size and delivery requirements.

Customers should keep packaging materials away from babies, children and pets.

19. Risk and ownership

For consumer orders, responsibility for the products normally remains with Bonnie Bubbles until the products are delivered into the physical possession of the customer or a person identified by the customer to receive them.

Where the customer independently arranges a carrier that was not offered or named by Bonnie Bubbles, responsibility may pass when the products are handed to that carrier, to the extent permitted by law.

Ownership of the products passes to the customer once full payment has been received and the products have been delivered.

20. Wholesale deliveries

Wholesale delivery charges, lead times and delivery arrangements may be stated separately in the relevant quotation, invoice or wholesale agreement.

Wholesale customers must inspect deliveries promptly and report visible shortages, damage or incorrect products within [5] business days of delivery.

Reporting periods do not limit rights or remedies that cannot lawfully be excluded.

Wholesale customers are responsible for ensuring that a person is available to accept larger or signed-for deliveries.

Additional costs caused by failed delivery, restricted access, incorrect delivery details or refusal of an agreed delivery may be charged to the wholesale customer where reasonable and lawful.

21. Returns and cancellations

This Policy deals with shipping and delivery.

Information about cancelling an order, returning products and requesting refunds is available in our separate:

• Returns and Refund Policy; and

• Terms and Conditions.

Nothing in this Shipping Policy restricts the customer’s statutory rights.

22. Contact us

For shipping and delivery enquiries, contact:

Bonnie Bubbles
[MATHESON SERVICES LTD]
[11 LOVAT ROAD CROWN INVERNESS IV2 3NT]
[sales@bonniebubbles.com]
[+44 7746 825 489]
[www.bonniebubbles.com]