SHIPPING & DELIVERY POLICY

Last updated: 15 July 2026

Thank you for shopping with Spring Horizon.

This Shipping & Delivery Policy explains how orders are processed, shipped, tracked and delivered when you make a purchase through our website.

By placing an order with Spring Horizon, you agree to the terms described in this policy.

Please read this policy together with our Returns & Refunds Policy, Privacy Policy and Terms of Service.

1. ORDER PROCESSING

Orders are generally processed within [1–3 BUSINESS DAYS] after payment has been successfully confirmed.

Processing time refers to the time required to:

• Verify the order
• Confirm payment
• Prepare the product
• Complete quality or fulfilment checks
• Package the order
• Transfer the parcel to the delivery provider

Order processing does not include the time required for the courier to deliver the parcel.

Orders placed on weekends, public holidays or outside normal business hours may begin processing on the next business day.

During busy periods, promotional events, product launches, holidays or unexpected operational disruptions, processing may take slightly longer.

2. ORDER CONFIRMATION

After placing an order, you should receive an order-confirmation email at the email address provided during checkout.

Please review the confirmation carefully and ensure that the following information is correct:

• Customer name
• Products ordered
• Product variations
• Billing information
• Shipping address
• Telephone number
• Email address

If you notice an error, contact us as soon as possible.

Receiving an automated order-confirmation email does not necessarily mean that the order has already been dispatched.

3. SHIPPING DESTINATIONS

Spring Horizon currently delivers to the countries and regions available during checkout.

Available shipping destinations may vary depending on:

• Product availability
• Delivery-provider coverage
• Fulfilment location
• Import restrictions
• Local regulations
• Shipping-service availability

If your country or region is not available during checkout, we may not currently be able to deliver to that location.

We reserve the right to restrict delivery to certain destinations where fulfilment is unavailable, excessively delayed or legally restricted.

4. SHIPPING COSTS

Shipping costs, where applicable, are calculated and displayed during checkout before payment is completed.

Shipping charges may depend on:

• Delivery destination
• Order value
• Product weight
• Product dimensions
• Selected shipping method
• Fulfilment location
• Promotional shipping offers

Any available free-shipping offer will be clearly displayed on our website or during checkout.

Free-shipping promotions may be subject to:

• A minimum order value
• Selected countries or regions
• Eligible products
• Promotional periods
• Specific shipping services

Unless expressly stated otherwise, shipping charges do not include customs duties, import taxes or local handling fees.

5. ESTIMATED DELIVERY TIMES

Estimated delivery times depend on the delivery destination, product, fulfilment location and selected shipping service.

Our estimated delivery windows are:

Domestic orders:
[INSERT DOMESTIC DELIVERY ESTIMATE]

International orders:
[INSERT INTERNATIONAL DELIVERY ESTIMATE]

Examples:

Domestic delivery: 5–10 business days

International delivery: 7–20 business days

These timeframes begin after the order has been processed and dispatched.

Delivery estimates are provided as guidance and are not guaranteed delivery dates unless expressly stated otherwise.

The estimated delivery time shown on the product page, checkout or shipping confirmation may provide more specific information for your order.

6. POSSIBLE DELIVERY DELAYS

Although we aim to deliver orders within the estimated timeframe, delays may occasionally occur for reasons outside our reasonable control.

Possible causes include:

• High order volumes
• Courier-network disruption
• Customs inspections
• Border-processing delays
• Severe weather
• Public holidays
• Strikes or industrial action
• Transport disruption
• Natural disasters
• Incorrect or incomplete address details
• Failed delivery attempts
• Local delivery restrictions
• Supplier or fulfilment delays
• Government action
• Security or fraud-verification checks

Spring Horizon is not responsible for delays caused solely by couriers, customs authorities or events outside our reasonable control.

However, our support team will make reasonable efforts to assist you in locating or obtaining updates about a delayed shipment.

7. SHIPPING CONFIRMATION AND TRACKING

Once tracking information becomes available, you will generally receive a shipping-confirmation email containing:

• Your tracking number
• The courier or delivery service
• A tracking link, where available
• Relevant shipment information

Please allow approximately [2–5 BUSINESS DAYS] after dispatch for tracking information to begin updating.

Some delivery providers do not scan a parcel immediately after collection. This may cause the tracking status to remain unchanged temporarily even though the parcel is in transit.

You can track your order using the tracking link included in your shipping-confirmation email or through any order-tracking facility available on our website.

8. MULTIPLE PACKAGES

Products within the same order may occasionally be dispatched separately.

This may occur when:

• Products are stored at different fulfilment locations
• Products are supplied by different distribution partners
• Part of the order is ready before the remaining products
• Separate packaging is required for safe delivery
• Different couriers are used for different products

Separate packages may:

• Arrive on different dates
• Have different tracking numbers
• Be delivered by different couriers

Receiving one part of an order does not necessarily mean that the remaining products are missing.

Where available, separate tracking information will be provided for each shipment.

You will not ordinarily be charged additional shipping fees solely because an order is divided into multiple parcels after checkout.

9. ACCURATE SHIPPING INFORMATION

You are responsible for providing complete and accurate delivery information during checkout.

Please ensure that you provide:

• The recipient’s full name
• Complete street address
• Apartment, building or unit number
• City
• State, county or region
• Postal or ZIP code
• Country
• Working telephone number
• Correct email address

Spring Horizon is not responsible for delivery problems caused by incorrect, incomplete or outdated information supplied by the customer.

Additional delivery or reshipping charges resulting from incorrect information may be the customer’s responsibility where permitted by law.

10. ADDRESS CHANGES

If you need to change your delivery address, contact us immediately after placing your order.

We will make reasonable efforts to update the address, but changes cannot be guaranteed once an order:

• Has entered fulfilment
• Has been packed
• Has received a shipping label
• Has been transferred to the courier
• Has been dispatched

Once an order has been dispatched, we may not be able to redirect it.

You may also need to contact the courier directly regarding any available delivery-management options.

Spring Horizon is not responsible for parcels delivered to an address correctly entered by the customer during checkout.

11. ORDER CANCELLATIONS

Please contact us as soon as possible if you wish to cancel an order.

Cancellation may be possible only before the order enters fulfilment or dispatch.

We cannot guarantee cancellation once the order has:

• Been processed
• Been packed
• Been assigned to a fulfilment partner
• Been handed to a courier
• Been dispatched

If cancellation is no longer possible, you may need to receive the product and then request a return in accordance with our Returns & Refunds Policy.

12. DELIVERY ATTEMPTS

The courier may attempt delivery at the address provided during checkout.

Depending on the delivery service, the courier may:

• Leave the parcel in a safe location
• Deliver it to a household member
• Deliver it to a neighbour
• Redirect it to a collection point
• Leave delivery instructions
• Attempt delivery again
• Contact the recipient

Customers are responsible for monitoring tracking updates and responding to courier instructions where necessary.

If a parcel cannot be delivered because no one is available, the customer may need to arrange redelivery or collection directly with the courier.

13. SAFE-PLACE DELIVERY

Where a customer or courier authorises delivery to:

• A safe place
• A porch
• A reception desk
• A building entrance
• A neighbour
• A parcel locker
• A collection point

The parcel may be treated as delivered once it has been left at that authorised location, subject to applicable law.

Customers should avoid selecting delivery locations that are exposed, insecure or accessible to the public.

14. PACKAGE MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows that your order has been delivered but you cannot locate it, please first:

• Check around your property
• Check porches, entrances and safe locations
• Ask household members
• Ask neighbours
• Check with building reception or management
• Check any parcel locker or collection point
• Review delivery photographs or courier notes
• Contact the courier directly

Tracking systems may occasionally update shortly before the parcel physically arrives, so please allow up to [24–48 HOURS] where reasonable.

If the parcel still cannot be located, contact Spring Horizon at [SUPPORT EMAIL] with:

• Your order number
• Tracking number
• Confirmation of the delivery address
• Details of the checks already completed

We will review the available information and assist with the courier investigation where appropriate.

15. LOST PACKAGES

A shipment may be considered lost only after the courier has completed its investigation or the parcel has remained undelivered beyond the applicable investigation period.

If you believe your parcel has been lost, contact us with your order number and tracking information.

We may need to:

• Contact the courier
• Verify the delivery address
• Request additional information
• Wait for the courier investigation
• Obtain confirmation of loss

Where a parcel is officially confirmed as lost, we will provide an appropriate resolution in accordance with applicable law and the circumstances of the order.

The available resolution may include:

• A replacement
• Store credit
• A refund to the original payment method

We cannot guarantee a replacement where the product is no longer available.

16. DAMAGED PACKAGES OR PRODUCTS

If your parcel or product arrives damaged, contact us as soon as reasonably possible.

Please provide:

• Your order number
• Clear photographs of the product
• Photographs of the outer packaging
• Photographs of the shipping label
• A brief description of the damage
• Video evidence where useful

Please retain the product, packaging and shipping materials until we have reviewed your request.

Do not return or dispose of the product unless instructed to do so.

Approved damaged-product claims will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.

17. INCORRECT OR MISSING ITEMS

If you receive an incorrect product or believe an item is missing, please check:

• The complete parcel
• All protective packaging
• Your order confirmation
• Whether the order was divided into multiple shipments
• Tracking information for additional parcels

If the issue remains unresolved, contact us with:

• Your order number
• The product received
• The product expected
• Clear photographs of the product and packaging
• A photograph of the shipping label

We will investigate and provide an appropriate resolution.

18. FAILED DELIVERY

A delivery may fail because of:

• An incorrect address
• An incomplete address
• An unavailable recipient
• Refusal of delivery
• Failure to collect the parcel
• Failure to respond to courier communication
• Restricted access to the delivery location
• Unpaid customs or import charges

If a parcel is returned to us or our fulfilment partner after a failed delivery, we will contact you where possible.

Depending on the circumstances, you may be responsible for:

• Reshipping fees
• Return-to-sender charges
• Additional courier charges
• Customs-related costs

Any refund will be processed in accordance with our Returns & Refunds Policy.

Original shipping charges may not be refundable where delivery failed because of customer-provided information or failure to collect the parcel, unless otherwise required by law.

19. REFUSED SHIPMENTS

If you refuse a shipment without prior authorisation, the parcel may be returned to the sender.

A refused shipment is not automatically treated as an approved return.

Any applicable refund may be reduced by:

• Original shipping charges
• Return shipping charges
• Customs fees
• Courier handling fees
• Other non-refundable delivery costs

This does not affect mandatory consumer rights that cannot legally be excluded.

20. RETURNED-TO-SENDER PACKAGES

A parcel may be returned to the sender because of:

• An incorrect or incomplete address
• Multiple failed delivery attempts
• Failure to collect the parcel
• Refusal of delivery
• Unpaid customs charges
• Delivery restrictions
• Courier errors

If a parcel is returned to the sender, contact us to discuss the available options.

Depending on the circumstances, we may offer:

• Reshipment after payment of additional delivery costs
• A refund after applicable deductions
• Another appropriate resolution

We cannot reship an order until the parcel has been confirmed as returned or the relevant delivery issue has been resolved.

21. INTERNATIONAL SHIPPING

International orders may pass through customs and border-control processes.

International delivery times may vary depending on:

• Destination country
• Customs clearance
• Import restrictions
• Local courier services
• National holidays
• Border-processing times
• Local delivery conditions

Spring Horizon cannot guarantee the duration of customs processing.

Customers are responsible for ensuring that the products ordered can lawfully be imported into their destination country.

22. CUSTOMS DUTIES, TAXES AND IMPORT FEES

International orders may be subject to:

• Customs duties
• Import taxes
• Value-added tax
• Brokerage charges
• Local handling fees
• Courier administration fees

Unless clearly stated during checkout, these charges are not included in the product price or shipping charge.

Any additional customs or import charges are generally the responsibility of the recipient.

Spring Horizon does not control or determine charges imposed by customs authorities, governments or delivery providers.

Please contact your local customs authority for information before placing an international order.

Failure to pay applicable fees may result in the parcel being delayed, returned or disposed of.

23. CUSTOMS DELAYS

Customs authorities may inspect, hold or request further information about an international shipment.

Spring Horizon is not responsible for delays caused by customs inspections or import procedures.

We may assist by providing available order or shipment information, but we cannot:

• Control customs decisions
• Expedite government processing
• Waive import fees
• Guarantee customs clearance
• Provide destination-specific legal advice

24. DELIVERY RESTRICTIONS

Some products may not be deliverable to certain:

• Countries
• Regions
• Islands
• Remote areas
• Military addresses
• PO boxes
• Parcel-forwarding addresses

Restrictions may depend on the product, courier or local regulations.

Where delivery is unavailable, checkout may prevent the order or we may contact you after purchase to discuss cancellation or an alternative address.

25. PO BOXES AND PARCEL-FORWARDING SERVICES

Delivery to PO boxes, parcel-forwarding companies, freight forwarders or similar services may not be available for all orders.

If you use a forwarding service, Spring Horizon’s responsibility may end when the parcel is successfully delivered to the forwarding address, subject to applicable law.

We are not responsible for:

• Handling by the forwarding provider
• Additional forwarding charges
• Repackaging
• Damage after delivery to the forwarding provider
• Loss during secondary transportation
• Customs issues created by onward forwarding

26. PRE-ORDERS AND BACKORDERS

Products sold as pre-orders or backorders may have longer processing and delivery times.

Any estimated availability or dispatch date will be displayed on the product page where applicable.

Pre-order dates are estimates and may change because of:

• Manufacturing schedules
• Supplier delays
• Transport disruption
• Quality-control requirements
• Unexpected demand

If an order contains both available and pre-order products, the products may be dispatched separately or held until all products are available.

Relevant information will be displayed on the product page or communicated to the customer where possible.

27. SHIPPING PROMOTIONS

Shipping promotions may be available from time to time.

Promotions may be subject to:

• Minimum order values
• Eligible destinations
• Selected products
• Promotional dates
• Specific shipping methods
• One use per customer
• Other stated conditions

If a return reduces the retained order value below a free-shipping threshold, the original shipping cost may be deducted from the refund where legally permitted and clearly disclosed.

28. EVENTS OUTSIDE OUR CONTROL

Spring Horizon will not be responsible for delivery delay or failure caused by events outside our reasonable control, including:

• Natural disasters
• Severe weather
• War or civil unrest
• Government restrictions
• Strikes
• Public-health emergencies
• Customs disruption
• Transport-network failures
• Cybersecurity incidents
• Courier or supplier disruption

We will take reasonable steps to minimise disruption and communicate significant issues where practical.

29. CHANGES TO THIS POLICY

We may update this Shipping & Delivery Policy from time to time to reflect changes to:

• Shipping destinations
• Delivery providers
• Fulfilment practices
• Delivery estimates
• Applicable laws
• Business operations

The latest version will be published on this page with an updated “Last updated” date.

The policy applicable to an order will generally be the version in effect when the order was placed, subject to mandatory legal requirements.

30. CONTACT US

For questions about shipping, tracking or delivery, contact:

Spring Horizon

Email: [SUPPORT EMAIL]

Telephone: [BUSINESS TELEPHONE NUMBER]

Business address: [COMPLETE BUSINESS ADDRESS]

Website: [WEBSITE URL]

Customer-support hours:
[INSERT SUPPORT HOURS]

When contacting us about an order, please include:

• Your full name
• Order number
• Email address used at checkout
• Tracking number, where available
• A clear description of the issue