Shipping policy
Last updated: 10 August 2026
This store, www.vgr.store (“the website”), is operated by GENUINE ECOMMERCE SOLUTIONS LTD (“we”, “us”, “our”), a company registered in England and Wales under company number 09620334, with registered office at 75 Gemini Park, Manor Way, Borehamwood, WD6 1BX, United Kingdom.
This policy applies to orders placed through the website and should be read together with our Return & Refund Policy and Terms & Conditions. Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded; where a provision conflicts with a mandatory legal right, the legal right applies.
1. Where We Deliver
We deliver to addresses in England, Wales, Scotland (including the Highlands and Islands), Northern Ireland, the Isles of Scilly, the Isle of Man and the Channel Islands. We do not deliver outside these territories.
Delivery is subject to the address being complete and valid, the carrier accepting the address and service, and any product, battery, size or legal restrictions that apply. If we find after you order that we cannot deliver to your address, we will contact you to request an alternative address or cancel and refund the affected products.
2. Delivery Charges
- Orders of £30 or more: free standard delivery.
- Orders under £30: standard delivery at £2.95.
The free-delivery threshold is calculated on the total price of products in your basket after any discounts or discount codes have been applied, and before any delivery charge is added. The applicable charge is shown at checkout before you place your order.
Product prices are as displayed on the website regardless of delivery destination.
3. Dispatch
Orders placed by 13:00 (UK time) on a working day are normally dispatched the same day; orders placed after 13:00, or on a weekend or bank holiday, are normally dispatched the next working day. “Working day” means Monday to Friday, excluding bank and public holidays in England and Wales. We do not dispatch on weekends or bank holidays. For example, an order placed after 13:00 on a Friday is normally dispatched on the following Monday, or on the Tuesday if that Monday is a bank holiday.
Same-day and next-working-day dispatch are subject to successful payment authorisation, stock availability, completion of any reasonably necessary fraud or security checks, and receipt of a complete and valid delivery address. Orders containing incorrect or inconsistent information may be delayed while we contact you. Dispatch times are our aim, not a guarantee. You will receive a dispatch confirmation email with tracking details once your order has been handed to the carrier.
4. Delivery Service and Estimated Times
We use Royal Mail Tracked 24 as our standard service. We reserve the right to use another carrier or service of at least equivalent standard where reasonably necessary — for example because of the destination, the value of the order, battery or product restrictions, carrier capacity, security requirements, or circumstances outside our control. The carrier may differ between orders.
Estimated delivery times, in working days from dispatch:
| Destination | Estimated delivery |
|---|---|
| England, Wales and most of Scotland | 1–2 working days |
| Northern Ireland | 2–3 working days |
| Scottish Highlands and Islands | 3–5 working days |
| Isles of Scilly | 3–5 working days |
| Isle of Man | 3–5 working days |
| Channel Islands | 3–5 working days |
Royal Mail Tracked 24 aims for next-working-day delivery, but next-day delivery is not available to Northern Ireland, the Channel Islands, the Isle of Man, the Isles of Scilly, or the Scottish Highlands and Islands — Royal Mail does not provide a next-day delivery target for these postcode areas. Deliveries to the Channel Islands may also be delayed by customs procedures.
All delivery times are estimates, not guaranteed maximum periods, and may be affected by severe weather, transport disruption, seasonal demand, local holidays, customs clearance, industrial action, unsuccessful delivery attempts or other events outside our reasonable control. A date shown at checkout or in an order or dispatch email is an estimate unless expressly described as guaranteed. Unless another period has been agreed, we will deliver within 30 days of the order as required by law; you may have further rights where an agreed delivery date was essential or where delivery does not occur within a further reasonable period.
5. High-Value and Secure Deliveries
Orders with a product value over £150 (after discounts, before delivery charges) are normally sent on a tracked service requiring a signature, PIN, photographic delivery evidence or another form of enhanced proof of delivery. We may also apply enhanced delivery requirements to smaller orders where we reasonably consider it necessary because of the product, the address, or fraud, security or previous delivery concerns. Safe-place delivery may be unavailable for these orders, and you are responsible for ensuring someone is available to receive a signature-required delivery. Where the address cannot accept secure delivery, we may contact you for an alternative address before dispatch.
6. Delivery Addresses
You are responsible for ensuring the delivery information you supply is complete and accurate, including recipient name, building number or name, flat or unit, street, town, postcode and any access details needed for delivery. Except as required by law, we are not responsible for delays or failed delivery caused by incorrect or incomplete information supplied by you.
To change a delivery address after ordering, email contact@vgr.store with your order number as soon as possible. We will make reasonable efforts to amend it, but cannot guarantee a change once picking, packing or label creation has begun, and we may be unable to redirect a dispatched parcel. Any redirection arranged by you directly with the carrier is subject to that carrier’s procedures, and we are not responsible for an incorrect redirection instruction you enter. For security reasons we may decline an address change that creates a material fraud or payment risk, and may instead cancel and refund the order.
Delivery to PO Boxes, BFPO addresses, lockers and collection points is possible only where the carrier and service accept that address type and any secure-delivery requirement can be met; high-value or battery-containing orders may require a street address. Where you choose to use a parcel-forwarding company, mailroom, hotel, workplace, concierge or other third-party receiving location, you are responsible for ensuring that location will accept the parcel on your behalf, and delivery is completed when the parcel is received at that nominated address.
7. Tracking, Missed Deliveries and Safe Places
Every order is tracked, and your dispatch email contains the tracking link. Where a service provides delivery photographs, signatures or PIN confirmation, these form part of the delivery record.
If nobody is available, Royal Mail will follow its standard process: a further attempt, delivery to an authorised safe place or neighbour, or a “Something For You” card with the parcel held at your local delivery office for redelivery or collection. Please act on any card, email or tracking notification — we do not control the carrier’s holding period, and uncollected parcels are returned to us.
Safe-place and neighbour instructions. Where you instruct the carrier to leave a parcel in a specified safe place, with a named neighbour, or at a locker or collection point, a delivery correctly made in accordance with that instruction is treated as delivery to a person or location authorised by you, and we are not responsible for loss or damage occurring afterwards, except where the law provides otherwise. This does not apply where the carrier leaves the parcel somewhere other than the location you authorised, gives it to a different person, records it as delivered without completing delivery, or fails to observe a signature or secure-delivery requirement.
8. Refused, Undeliverable and Uncollected Parcels
Where a parcel is returned to us because delivery was refused, the address you supplied was incorrect or incomplete, the recipient was not known at the address, or the parcel was not collected within the carrier’s holding period, it is processed under Section 8 of our Return & Refund Policy: we refund the product price minus the direct costs actually incurred — outbound carriage, any return-to-sender charge, and any carrier or fulfilment-centre handling fee arising from the failed delivery.
These deductions do not apply where the failed delivery resulted from an error by us, our fulfilment centre or the carrier, or another cause for which you are not responsible. Where you have validly exercised a statutory cancellation right, your refund is handled under the Return & Refund Policy and applicable law. Note that refusing a parcel is not by itself a clear cancellation notice — please also email contact@vgr.store if you wish to cancel. If you still want the order, contact us after it is returned; subject to stock, we can arrange redelivery once the redelivery cost has been paid in advance.
9. Delays, Lost Parcels and Parcels Marked as Delivered
If your order is late, check the tracking and any card left by the carrier, then email contact@vgr.store with your order number and delivery address. A delay past the estimated date does not by itself mean the parcel is lost.
Lost parcels. Unless tracking or other reliable evidence shows a parcel is lost sooner, an order is treated as lost once 10 working days have passed after the estimated delivery date (the last working day of the applicable estimate) without delivery, an attempted delivery or another satisfactory update — this reflects the period after which Royal Mail deems an item lost. Once a parcel is treated as lost, we will offer you the choice of a replacement (subject to stock) or a full refund to the original payment method, including any delivery charge paid. You will not be asked to pursue the carrier yourself; we handle any carrier claim. We may ask you to confirm relevant delivery details or complete a reasonable non-receipt declaration, but this will not be used as a barrier to a valid claim. The 10-working-day period does not extend any statutory delivery deadline or affect your rights where an agreed delivery date was essential.
Parcels marked as delivered but not received. Please first check with others at the address, any safe place or neighbour you authorised, building reception or concierge, any locker or collection point named in the tracking, and any delivery photograph. If the parcel still cannot be located, contact us promptly and we will investigate the delivery scan, time and recorded location, any photograph, signature or PIN, the address used, and any information available from the carrier. Proof of delivery is considered as part of that investigation but is not automatically conclusive where there is credible evidence that delivery was not properly completed. If the parcel was not delivered to you or to a person or location authorised by you, we will provide an appropriate remedy in accordance with your legal rights.
If a parcel arrives after a refund or replacement, please contact us promptly. You may not keep both the original and the replacement without paying for one: we will arrange collection or provide a prepaid return method at our expense, or you may keep the additional product once payment has been arranged.
10. Risk and Ownership
The products remain at our risk until they come into your physical possession, or into the physical possession of a person identified by you to take possession of them — which includes a neighbour, safe place, locker or collection point that you have specifically instructed the carrier to use. Ownership passes to you when we have received payment in full.
11. Damaged or Incomplete Deliveries
Please inspect your parcel promptly. Where reasonably possible, report visible transit damage, missing products or missing components within 48 hours by emailing contact@vgr.store, with photographs of the parcel, shipping label, packaging, product and contents, and retain all packaging until the matter is resolved — this helps us preserve evidence and claim against the carrier. The 48-hour period is a request and does not limit your statutory rights. Signing for a parcel does not mean you have accepted that its contents are complete and undamaged, and you are not required to refuse a damaged parcel to retain your rights. Damaged, incorrect or faulty items are handled under our Return & Refund Policy at our cost.
12. Destination Charges (Channel Islands)
The Channel Islands are outside the United Kingdom for VAT purposes, and goods sent there may be treated as exports. We do not reduce our displayed retail prices for deliveries to the Channel Islands. An order delivered there may be subject to local GST, customs duties, clearance or carrier handling fees imposed by the destination authorities or carrier. Unless the website expressly states at checkout that such a charge has been collected by us, these charges are not included in the amount paid to us and are the responsibility of the recipient. You are responsible for supplying any information required by local customs or the carrier to complete delivery, and we are not responsible for delays caused by a failure to pay a valid local charge or supply required information. The Isle of Man is treated as part of the United Kingdom for VAT and customs purposes, and orders there are not subject to these charges.
13. Delivery Restrictions
Some products contain rechargeable lithium batteries and are subject to carrier conditions, which may prevent us from sending a product by a particular service, by air, or to a PO Box or locker. We may change the carrier or service to comply with these restrictions, provided the alternative is of at least equivalent standard. If no suitable delivery method is available, we will contact you to request an alternative address, or cancel and refund the affected products to the original payment method.
14. Events Outside Our Control
Dispatch and delivery may be affected by events outside our reasonable control, including severe weather, natural disasters, fire or flood, public-health restrictions, industrial action, transport or carrier network disruption, customs or border disruption, systems failures, government restrictions and security incidents. Where such an event occurs we will take reasonable steps to minimise delay and will contact you if we become aware that your order is materially affected. This section does not exclude or restrict any statutory right relating to delayed or failed delivery.
15. Changes to This Policy
We may update this policy from time to time. The version in force when you placed your order applies to that order, except where a change is required by law or a later version gives you more favourable rights. The date of the current version appears at the top of this page.
16. Contact Us
Questions about dispatch, delivery, delayed or missing parcels, or delivery damage? Email us at contact@vgr.store or use the Contact Us page on the website. We aim to respond within one working day. Please note our registered office is not our returns address — to start a return, follow the procedure in our Return & Refund Policy.