Shipping policy
Discreet Shipping
We understand that when placing an order with House Of Chastity that our customers may not wish others to know about their purchase. We would like to ensure our customers that:
All purchases are shipped out in plain secure packaging with no company 'House Of Chastity' logos or branding.
If a name has to be shown for international orders then it is displayed as HOC Inc.
All House Of Chastity items are shipped from our U.K. warehouse.
We do not use any third-party companies to process or ship our orders.
Order Processing
We process all of our orders on a Monday - Friday basis, we aim to process and dispatch Standard, Premium Standard and International orders in two working days. Purchases made after 12pm on a Friday will be processed and sent out from the following Monday.
Express deliveries if placed before 12pm will be dispatched in the same day.
Occasionally issues beyond our control will delay posting but we will endeavour to ship the item as efficiently as possible and if the item can't be sent within 5 days, we will contact the customer.
Please note that any suggested delivery times only commence once the parcel is accepted into the Postal Delivery system and tracking commences and only on Business days, weekends are not included.
U.K. Postage
Standard orders - are sent via Royal Mail Tracked 48 (Royal Mail will aim to deliver within 48 hours once the parcel has started tracking).
Premium Standard - orders are sent via Royal Mail Tracked 24 (Royal Mail will aim to deliver within 24 Hours once the parcel has started tracking).
Premium Tracked 24 - free delivery for orders over £150, this is sent Royal Mail Tracked 24 and is dispatched under our standard service timings. (Royal Mail will aim to deliver within 24 Hours once the parcel has started tracking).
Express Delivery
Express deliveries are sent via Royal Mail Special Delivery Next Business Day By 12 pm.
For same-day dispatch, the order must be placed before 12 pm Monday to Friday.
If Royal Mail Special Delivery is purchased on a Friday, a Holiday, or during Royal Mail strikes we can not guarantee that you will receive your parcel on the next day by 1 pm.
If Special Next Working Day delivery is purchased over the weekend, please note that Royal Mail will most likely count the Monday as the shipping day.
If the parcel is delayed due to issues beyond our/ the delivery companies control then we will not provide a refund.
International Postage
We are a U.K.-based company, however, we are very happy to post worldwide.
Shipping times do vary from country to country, but our carrier aims to offer delivery internationally within 3-5 days, these are estimates and not guaranteed timings.
Please note that if stopped at customs then a parcel can take longer to arrive and import charges could be incurred which are the buyers responsibility.
Full tracking details are supplied and our customs notes are discreet regarding the contents.
All orders are sent International Tracked.
Premium International Delivery - Free International Tracked Delivery for orders over £150.00, this shipping option falls under all of the above delivery timings.
International Shipping Custom Charges
For our international customers we send out all of our parcels Tracked and Signed For to provide as much transparency as possible in the shipping process.
Whilst we do everything in our power to get your order to you safely, we can not control customs in any country. If a parcel is stopped in customs delivery times suggested will not stand, customs departments have no time scale and will work at their own pace, so customers will have to wait for their parcel to clear.
The customs department in every country has its own rules, processes and charges, because of this we take no responsibility for any customs charges received on a parcel.
If a customer refuses an order due to customs charges, it will be at their own risk, we will accept no responsibility for the return of the parcel or the refund.
If customs refuses a parcel to one of the countries not included in our exclusion list, we will provide a full refund once we have receipt of the parcel.
We will not provide a refund before the parcel has been received as the parcel may still be delivered to the customer address.
No refund will be given on a refused parcel or where no attempt has been made to receive or collect the parcel.
Failure to receive or collect a parcel is not recognised as a return, not all parcels are automatically returned to us and so will not be refunded.
Please accept the parcel and then arrange a return with us, you can arrange a return by contacting us at contacthouseofchastity@gmail.com.
Excluded International Countries
There are countries around the world where our products are illegal, and we refuse to send to these countries as due to experience we know that the orders will be stopped at customs and destroyed.
If an order is placed and dispatched to an excluded country then we accept no responsibility for the order on its shipping journey, and offer no refund for any items included if it is refused or destroyed.
So, please check the legalities within your country before ordering.
India
Malaysia
Maldives
Saudia Arabia
Thailand
United Arab Emirates
Vietnam
Please note that for international orders all customs and import charges are the buyers' responsibility.
Royal Mail Local Collect
Please note that at checkout you will still need to provide your home address, this is used for payment processing and to find your nearest Local Collect store.
These orders are processed in 1-3 Business Days and will be sent to the nearest post office offering the Local Collect service.
This service is available to UK mainland postcode addresses only.
The Highlands and Islands of Scotland (please allow up to 7 working days for some areas)
Northern Ireland (Please allow 1 extra working day on top of usual delivery times)
Isle of Wight (Please allow 1 extra working day on top of usual delivery times)
Delayed Or Lost Parcels
Unfortunately, even though dispatched on time, parcels can be delayed when they are with Royal Mail or Evri and the following terms apply.
Parcels that are not collected in a timely manner to a third party (Post Office or Shop Offering Parcel Collection) will not be treated as delayed lost, as the delivery providers do not return parcels that have not been collected. It is the responsibility of the purchaser to collect the parcel within 7 days of its arrival.
Non-collection of a parcel will not be refunded unless we receive the parcel back.
Please Note: During the Christmas period (November / December) delivery times can be affected due to the volume of parcels being issued through the system, we recommend allowing extra time for your delivery at this period.
During November / December we extend all of our steps below by 7 days.
Delayed Royal Mail Tracked 24, 48 Parcels
We work hard to ensure that all deliveries are dispatched and delivered in a timely manner in accordance to the shipping details provided.
However, if Royal Mail fail to deliver the order within the specified time, this is once the order has dispatched and a tracking number has been provided, then the following steps will apply:
1. We will wait 28 working days to see if the order is delivered.
2. After 28 working days, if no order has been received, we will resend the items from the original order, if replacements are not in stock then we will provide a refund for those items.
Delayed Special Delivery Orders
We work hard to ensure that all deliveries are dispatched and delivered in a timely manner in accordance to the shipping details provided.
However, if Royal Mail fail to deliver the order within the specified time, this is once the order has dispatched and a tracking number has been provided, then the following steps will apply:
1. We will wait 7 working days to see if the order is delivered.
2. Once we have a confirmed delivery date, we will refund the extra postage paid above Standard Delivery.
3. After 14 working days, if no order has been received, we will resend the order, if any items are not available then they will be refunded..
Delayed International Orders
We work hard to ensure that all deliveries are dispatched and delivered in a timely manner in accordance to the shipping details provided.
All delivery timings on International parcels are estimated, however delivery can be longer than the days suggested.
However, if Royal Mail fail to deliver the order within the specified time, this is once the order has dispatched and a tracking number has been provided, then the following steps will apply:
1. We will wait 28 working days to see if the order is delivered.
2. After 28 working days, if no order has been received, we will resend the order, if a replacement is not in stock then we will refund the full order.
For international deliveries please note that your order can be delayed at customs, please check your tracking number if you experience such a delay, there is no specific timing added to customs processing. your parcel tracking will not update until it has been released.
Order Cancellation/Changes
An order may be cancelled within 30 minutes of ordering.
We aim to process all cancellation request, this is not always possible, the order once received can be returned, please see our Return Policy for further information.
If a Local Collect order has a failed cancellation request, please collect the order and then arrange a return. Orders that are not collected will receive a credit note if and when the order has been returned.