Shipping policy

At Witness, we aim to make delivery clear and straightforward. This policy explains our UK delivery times, shipping costs and what to do if there is an issue with your order.

UK Delivery

We currently offer standard delivery across the United Kingdom.

The estimated delivery time is:

  • 7–10 business days

Business days are Monday to Friday and do not include weekends or UK bank holidays. Delivery may take slightly longer during public holidays, busy sales periods, or due to circumstances outside our control.

Shipping Costs

Our UK shipping rates are:

  • Orders under £80: £4.99
  • Orders of £80 or more: Free UK delivery

The free-delivery threshold is calculated after any discounts have been applied. Your available shipping rate will be shown clearly at checkout before payment.

Order Processing

Once your order has been placed, we will begin preparing it for dispatch.

Please check your order details carefully before completing your purchase, particularly your delivery address, postcode and contact information. Incorrect or incomplete details may delay delivery.

Once an order has entered the dispatch process, we may not be able to change or cancel it.

To request a change, contact us as soon as possible at:

hello@wtns.co.uk

We cannot guarantee that changes can be made after an order has been submitted, but we will help where possible.

Delivery Estimates

The 7–10 business day timeframe is an estimate rather than a guaranteed delivery date.

Orders may occasionally be delayed because of:

  • UK bank holidays
  • Severe weather
  • High order volumes
  • Courier disruption
  • Incorrect or incomplete delivery details
  • Events outside our reasonable control

We will always aim to deliver your order within the stated timeframe, but we cannot be held responsible for delays caused by the delivery carrier or circumstances beyond our control.

Tracking Your Order

Where tracking is available, your tracking information will be sent using the contact details provided with your order.

Tracking updates may take some time to appear after dispatch. This is normal and does not necessarily mean that the parcel has been delayed.

Please make sure the email address entered at checkout is correct so that you can receive important updates about your delivery.

Incorrect Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address.

Witness cannot accept responsibility for orders delivered incorrectly because of an address entered incorrectly at checkout.

If a parcel is returned to us because the address was incomplete, incorrect, or the delivery could not be completed, additional shipping charges may apply before the order can be sent again.

Contact us immediately if you notice an error:

hello@wtns.co.uk

Missed Deliveries

If nobody is available when delivery is attempted, the courier may:

  • Leave the parcel in a safe place
  • Deliver it to a neighbour
  • Take it to a local collection point
  • Attempt delivery again
  • Return it to the sender

Please follow the instructions provided by the courier to rearrange delivery or collect your parcel.

Witness is not responsible for parcels that are not collected within the courier’s stated collection period.

Orders Marked as Delivered

If your tracking shows that the parcel has been delivered but you cannot find it, please first check:

  • Around the delivery address
  • Any designated safe place
  • With other members of your household
  • With nearby neighbours
  • Any delivery photograph or courier instructions

If the parcel still cannot be located, contact the courier and then email us at hello@wtns.co.uk with your order details.

We will review the situation and help with the courier investigation where possible.

Lost or Delayed Parcels

If your order has not arrived after the estimated delivery period, please check the latest tracking information before contacting us.

If there has been no useful update or the parcel appears to be significantly delayed, email:

hello@wtns.co.uk

Please include:

  • Your full name
  • Your order number
  • Your delivery address
  • A brief description of the issue

We may need to open an investigation with the delivery carrier before confirming the next steps. Courier investigations can take time, and we appreciate your patience while they are completed.

Damaged Parcels

If your parcel arrives damaged, contact us as soon as possible at:

hello@wtns.co.uk

Please include:

  • Your order number
  • A clear photograph of the outer packaging
  • A clear photograph of the damaged item
  • A brief explanation of the problem

Keep the packaging and the product until we have reviewed your request, as they may be needed during the investigation.

Delivery During Busy Periods

Delivery may take longer during:

  • Product launches
  • Promotional periods
  • Christmas and other seasonal peaks
  • UK bank holidays
  • Periods of unusually high demand

Any delivery estimates shown during these periods remain estimates. We recommend placing time-sensitive orders as early as possible.

Contact Us

For questions about shipping or an existing delivery, contact:

Email: hello@wtns.co.uk

Please include your order number where possible so that we can assist you more quickly.