Delivery Policy
Last updated: 4 October 2026
Free delivery throughout the United Kingdom on every Old Money Row order, with no minimum spend. Below you'll find our delivery timeframe, how tracking works, the rules for cancelling or amending an order, and what we do when a parcel is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — checking, packing and preparing your order for dispatch — takes 1–3 working days from your order being confirmed. Delivery with the courier takes an estimated 3–5 working days and varies with your location, so allow 4–8 working days in total. Working days are Monday to Friday, excluding bank holidays; an order placed on Friday evening begins processing on Monday. During busy periods, seasonal promotions and the run-up to Christmas, processing can take up to 2 additional working days.
Delivery estimates are guidance based on courier performance, not guaranteed dates: severe weather, courier backlogs, bank holidays, periods of high demand and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a parcel is late or lost.
2. Where we deliver
We deliver to addresses throughout the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands and the Isle of Man; international delivery isn't available at this time. Delivery to the Highlands, the Islands and other remote postcodes can take a few days longer than the estimates above. Standard delivery is free on every order — the total at checkout is the total you pay, and nothing is collected on delivery.
3. Order confirmation and tracking
Once your order is placed, you'll receive a confirmation email with your purchase details — check the delivery address in it. When your order is dispatched, a second email brings your tracking number. Allow 2–5 working days for the first scan to appear — a tracking page that hasn't moved in the first days is normal — and updates can be less frequent while the parcel travels between courier hubs. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
Items are dispatched from the warehouse that holds them, so an order with several items may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
4. Cancelling or amending an order
Every order is passed to our fulfilment warehouse automatically and enters processing within minutes. For that reason an order can only be cancelled or amended within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@oldmoneyrow.store straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the warehouse needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).
5. Your delivery address, uncollected and refused parcels
Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 4; after dispatch, couriers can't redirect a parcel.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the warehouse again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
6. Delays and lost parcels
We monitor shipments and chase anything that stops moving. If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
7. Parcel shows as delivered but hasn't arrived
Check the usual places first — neighbours, household members, a porch or a communal entrance — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. If it hasn't appeared, let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.
8. Damaged parcels
If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the outer box, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
9. VAT and duties
All prices are shown in pounds sterling and include VAT at 20%. You won't be asked to pay import duties or fees on delivery.
10. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.
11. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@oldmoneyrow.store