Shipping Policy
Free shipping on every order, UK and EU. Here's everything you need to know about how we get your order from us to you.
Processing Times
Every order is picked, checked, and packed at our UK base. We process orders within 1–3 business days of payment going through, Monday to Friday. Orders placed on a weekend or a bank holiday start processing the next working day.
During drops, sales, or busy periods around Christmas, processing can occasionally stretch a little longer. If that's the case, we'll say so on the site.
Once your order is packed, you'll get a dispatch email with tracking. That's when the delivery clock actually starts.
Where We Ship & What It Costs
Right now we ship to the United Kingdom and the EU, with more countries planned. Shipping is free on every order, no minimum spend required, whether you're ordering from the UK or the EU.
Orders to the EU are sent from the UK. Since Brexit, that means your parcel may pass through customs. Any import duty, VAT, or handling fee charged on entry is the recipient's responsibility and isn't included in your checkout total. We don't control these charges and can't tell you the exact amount in advance.
How Long Delivery Takes
Processing takes 1–3 business days, and delivery to addresses typically takes 7–12 days from dispatch, wherever you're ordering from in the UK or the EU. These are estimates from our carriers rather than guarantees, and EU orders may take a little longer if held at customs.
Delays can happen because of carrier volume, weather, customs checks, or a wrong address at checkout, none of which are within our control once your parcel has left us. If something looks well overdue, message us and we'll chase the carrier for you.
Tracking Your Order
Every Drenn order ships with tracking, no exceptions. You'll get a dispatch email as soon as your parcel leaves us with a tracking link, then carrier updates as it moves.
Tracking can take a day or so to switch on after dispatch, especially on cross-border orders to the EU. If it hasn't moved in over a week, get in touch and we'll look into it.
Lost & Damaged Parcels
Arrived damaged? Photograph the packaging and the item, then email us within 48 hours of delivery so we can raise it with the carrier straight away.
Tracking gone quiet? If there's been no movement for more than 7 business days past the estimated delivery window, tell us and we'll open an investigation with the carrier on your behalf. These usually take a couple of weeks to resolve. Once the carrier confirms the parcel is lost, we'll send a replacement or a full refund, your choice.
Please hold off on a bank chargeback while an investigation is open. We keep full dispatch and tracking records for every order and it's always faster to sort it directly with us first.
Restrictions & Getting Your Address Right
We can't deliver to PO boxes, mail-forwarding addresses, or freight-forwarding services, and we can only ship to the address our carrier can actually verify.
Double-check your address at checkout, we send parcels to exactly what's entered there. If you spot a mistake, email us before your order is dispatched and we'll fix it. Once it's out the door, changes depend on the carrier and may cost extra. We're not able to refund a delivery that fails because of an address error on the order.
Your Statutory Delivery Rights
On top of this policy, you have legal delivery rights as a consumer. These sit alongside everything above and can't be signed away. Which set applies depends on where you're ordering from.
United Kingdom
As our home market, UK orders are covered by the Consumer Rights Act 2015: goods must arrive within the timeframe agreed at checkout, or within a reasonable time if none was agreed. The Consumer Contracts Regulations 2013 also give you a 14-day right to cancel most orders. See our Returns & Refunds Policy for how that works.
Any personal data used to deliver your order is handled under UK GDPR and the Data Protection Act 2018, details are in our Privacy Policy.
EU Member States
For the EU countries we serve, the EU Consumer Rights Directive (2011/83/EU) and GDPR set the baseline: clear delivery information up front, a right to cancel most orders within 14 days, and protection for how your data is handled. This applies across the EU and will extend automatically as we add new EU markets.
These EU rules are implemented through each member state's own national consumer protection law, one example of how the same directive applies locally wherever you're shopping from in the EU.
Still got questions
Wondering where your order is?
Drop us a message with your order number. We read every email ourselves and we'll sort it.