Delivery Policy

1. About this Delivery Policy

This Delivery Policy explains how TAVROS delivers orders placed through tavros.uk.

TAVROS is a trading name operated by Wojciech Pasierb, sole trader. Business address: 58 Peregrine Road, Ilford, IG6 3SZ, United Kingdom. Email: hello@tavros.uk.

This policy forms part of our Terms & Conditions and should be read together with our Returns & Refund Policy.

2. Where we deliver

TAVROS currently delivers to addresses within the United Kingdom only.

Delivery services may vary by destination postcode. Some Royal Mail delivery aims do not apply to certain postcode areas or may take longer than the standard estimate.

3. Delivery services

TAVROS currently uses Royal Mail for UK deliveries.

Our main delivery options are:

• Royal Mail Tracked 48 — Royal Mail currently aims to deliver in 2–3 working days after dispatch.
• Royal Mail Tracked 24 — where offered at checkout, Royal Mail currently aims to deliver on the next working day after dispatch.

Tracked 24 and Tracked 48 are delivery aims, not guaranteed delivery dates. The service available for your order and any delivery charge will be shown at checkout before payment.

If we introduce or temporarily use another suitable Royal Mail service, the available option and price will be shown clearly at checkout.

4. Free delivery

TAVROS offers Free Royal Mail Tracked 48 delivery on qualifying UK orders of £60 or more.

The qualifying order value is calculated after applicable discount codes have been applied. Store Credit is treated as a payment method rather than a discount.

Two separate orders are not automatically combined for the purpose of reaching the £60 free-delivery threshold.

5. Dispatch and delivery estimates

We aim to prepare and dispatch orders as promptly as reasonably possible. Any dispatch or delivery estimate shown on the website, at checkout or in an order email is an estimate unless we expressly state that a service is guaranteed.

Royal Mail delivery estimates begin once the parcel has been dispatched and accepted into the carrier network.

Unless a different delivery period has been agreed with you, we will deliver the goods within the period required by applicable UK consumer law.

6. Tracking

Where tracking is available, tracking information will normally be sent to the email address provided at checkout.

Tracking does not have to appear inside your TAVROS account. You may be directed to Royal Mail to view the latest delivery status and available delivery options.

Please make sure the email address supplied at checkout is correct.

7. Delivery address

You are responsible for providing a complete and accurate delivery address at checkout.

If you notice an address mistake, contact hello@tavros.uk as soon as possible. If the parcel has not yet been prepared or dispatched, we will try to update the address, but we cannot guarantee that a change will be possible once processing has started.

After a parcel has been handed to Royal Mail, address changes may not be possible and may depend on the carrier's available options.

8. Wrong or incomplete address supplied by the customer

If a parcel is returned to TAVROS because the customer supplied an incorrect or incomplete address, we will contact the customer after the parcel is returned.

If the customer wants the order sent again to a corrected address, the customer may be required to pay the actual re-delivery cost.

If the address error was caused by TAVROS, TAVROS will cover the reasonable cost of correcting the delivery.

9. Uncollected or returned parcels

If Royal Mail returns a parcel because it was not collected, delivery was refused, or another customer-related delivery issue occurred, we will contact you after the parcel is returned to us.

A free re-delivery is not automatic in these circumstances. If you ask us to send the parcel again, an additional delivery charge may apply.

If the non-delivery was caused by an error by TAVROS or by a carrier issue for which TAVROS is responsible to you, we will not charge you for the corrective delivery.

If you no longer want the order, any refund or cancellation will be handled in accordance with our Returns & Refund Policy and your statutory rights.

10. Safeplace and neighbour delivery

Royal Mail may offer delivery options such as Safeplace or delivery to a preferred neighbour.

If you select or authorise one of these options and later report that the parcel is missing, we will review the exact circumstances, Royal Mail tracking and available Proof of Delivery. We do not apply an automatic no-refund rule solely because Safeplace or neighbour delivery was used.

11. Tracking says Delivered but the parcel is missing

If Royal Mail tracking shows Delivered but you cannot find the parcel, first check the delivery photograph or Proof of Delivery where available, your Safeplace, household members and any neighbour indicated by the carrier.

If the parcel is still missing, contact hello@tavros.uk. We will review the available evidence and, where appropriate, raise the issue with Royal Mail on your behalf.

A Royal Mail delivery photograph or Proof of Delivery is relevant evidence, but it does not automatically close a genuine missing-parcel investigation.

12. Delayed or lost parcels

Delivery estimates are not guarantees unless a guaranteed service has expressly been purchased.

If your parcel is delayed, please contact us and we will check the tracking and the current Royal Mail process. A parcel will not automatically be treated as lost immediately after the delivery aim has passed.

Where a parcel is genuinely lost and TAVROS is responsible for resolving the non-delivery, you will not be required to wait for Royal Mail to compensate TAVROS before we provide the remedy that you are legally entitled to.

Depending on the circumstances and stock availability, the appropriate solution may be a replacement or refund.

13. Replacement after a lost parcel

If we send a replacement because the original parcel is treated as lost, TAVROS will cover the replacement delivery cost.

If the original parcel later arrives after a replacement has been sent, please contact hello@tavros.uk. If we ask for the duplicate item to be returned, TAVROS will arrange or cover the reasonable return cost.

14. Damaged parcels and items

If your parcel or product arrives damaged in transit, contact hello@tavros.uk as soon as reasonably possible.

Photos of the parcel, label and damaged product are helpful and may be requested so that we can investigate the issue efficiently.

Where TAVROS is responsible for resolving the transit damage, we will deal with Royal Mail as necessary and will not require you to pursue the carrier directly.

15. Missing or incorrect items

If an item is missing from your parcel, or TAVROS has sent the wrong product, size or design, contact hello@tavros.uk.

Where the mistake is ours, TAVROS will cover the reasonable delivery and return costs needed to correct it. Correcting a TAVROS fulfilment mistake does not use your First Size Exchange - FREE benefit.

16. Split shipments

We may split an order into more than one parcel where reasonably necessary, including because of a TAVROS stock or fulfilment issue. If the split is required by TAVROS, you will not be charged an additional delivery fee.

If all items are ready but you specifically ask us to split the order into separate shipments, we may agree to do so and may charge the additional delivery cost before dispatch.

17. Stock or quality-control issue before dispatch

If an item cannot be sent because of an unexpected stock issue or because our quality check identifies a problem with the last available item, we will not knowingly send a defective product.

We will contact you and may offer an appropriate refund, waiting for restock, or another option agreed with you. We will not substitute a different design, colour or size without your consent.

If part of a qualifying free-delivery order becomes unavailable because of a TAVROS stock or quality-control issue, we will not retrospectively charge delivery merely because the remaining order value falls below £60.

18. Events outside our reasonable control

Delivery can occasionally be affected by severe weather, industrial action, transport disruption, major carrier failures, cyber incidents or other events outside our reasonable control.

We will take reasonable steps to minimise the impact where we can. Nothing in this section removes any cancellation, refund or other rights that you have under applicable law.

19. Risk in the goods

Where TAVROS arranges the carrier, the goods generally remain at TAVROS's risk until they come into the physical possession of you or a person identified by you to receive them, subject to any applicable legal exceptions.