Shipping policy

REBEL PALM — Shipping Policy (UK + EU)

Effective date: 2 January 2026

This Shipping Policy applies to orders placed on the Rebel Palm online store. Nothing in this policy affects your statutory rights as a consumer.

1) Dispatch time (order processing)

- Orders are typically processed and dispatched within 1–3 business days (Monday–Friday, excluding UK public holidays).
- During launches, promotions, or peak periods, processing may take longer.
- In all cases, we will deliver your order within 30 days of purchase unless we agree a different date with you. If we cannot dispatch within a reasonable time, we'll contact you using the email address provided at checkout.

2) Delivery areas

We currently ship to:

- United Kingdom
- European Union (EU)

If your country is not available at checkout, we do not currently ship there.

3) Shipping methods & costs

- Shipping options and costs are shown at checkout.
- We may offer standard and/or tracked services depending on order value and destination.
- Shipping fees are non-refundable, except where required by law (for example, we will refund the cost of standard outbound delivery if you cancel your order under your statutory 14-day cancellation right).

4) Delivery estimates

Delivery times below are estimates provided by the carrier, counted after dispatch, and can vary.

United Kingdom
- Standard: 2–5 business days
- Tracked: 1–3 business days

European Union
- Standard/International: 4–10 business days
- Tracked/International: 3–8 business days

Delays may occur due to weather, carrier disruption, high seasonal volume, or customs processing for EU deliveries.

5) Customs, duties & taxes (EU orders)

For EU deliveries, your order may be subject to import VAT, customs duties, and handling fees when it enters your country.

- These charges are set by your local authorities and/or carrier.
- Unless explicitly stated at checkout, these charges are not included in the product price or shipping fee and are your responsibility as the customer.
- If a parcel is held by customs, delivery may be delayed until any required fees are paid.

If you refuse to pay customs charges and the parcel is returned to us, we may deduct return shipping costs and any fees charged to us by the carrier from your refund, where permitted by law.

6) Order tracking

- If you select a tracked service, you'll receive tracking details by email once your order ships.
- Tracking updates may take up to 24 hours to appear after dispatch.

7) Address accuracy

You are responsible for entering a complete and accurate shipping address at checkout.

- If an order is returned to us due to an incorrect or incomplete address, you may be required to pay reshipping costs.
- If you notice an error, contact us immediately at mail@rebelpalm.co.uk. Address changes are only possible before dispatch.

8) Damaged parcels or items

If your order arrives damaged, please email mail@rebelpalm.co.uk as soon as possible — ideally within 48 hours of delivery, as this helps us raise a claim with the carrier. Please include your order number and clear photos of:

- The outer packaging
- Any inner packaging
- The damaged item(s)

We'll assess and provide an appropriate resolution (replacement or refund) in line with UK consumer law. Reporting damage promptly helps us resolve your claim quickly, but does not limit your statutory rights, including your 30-day short-term right to reject faulty goods under the Consumer Rights Act 2015.

9) Lost, missing, or delayed orders

If your order appears delayed:

- First check any tracking information (if provided).
- If it still hasn't arrived, contact mail@rebelpalm.co.uk with your order number.

If a parcel is confirmed lost by the carrier, or has not arrived within a reasonable time of the estimated delivery date, we will offer you a replacement (subject to stock availability) or a full refund — your choice.

Marked as delivered but not received: If tracking shows "delivered" but you have not received your parcel, please contact us as soon as possible so we can investigate with the carrier. Your order remains our responsibility until it is in your physical possession (or that of someone you have nominated to receive it).

10) Refused or unclaimed deliveries

If a parcel is refused, not collected, or returned to us (including where customs fees were not paid):

- Original shipping fees are not refundable, except where required by law.
- We may deduct return shipping costs and any carrier or administration fees from your refund, where permitted by law.

11) Your statutory rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection law.

12) Contact

Email: mail@rebelpalm.co.uk
Address: 188 Church Street, Bocking, CM7 5LA, United Kingdom