We ship our products worldwide from our base in the United Kingdom, and we have a growing network of international partners and fulfilment centres. However, there are unfortunately some countries we are unable to ship to. This page will guide you through what to expect with regards to delivery and customs.
As a general note, shipping rates for our products are automatically calculated at checkout based on the order weight and destination. You can add items to your cart and enter your address at checkout to accurately see shipping costs, before deciding to purchase.
We are a small business with a small in-house team, and we assemble all of our products to order - please allow 3-5 days for fulfilment and dispatch.
Our standard shipping method for the UK is "Royal Mail 1st Class Signed For". This service typically arrives the next working day following fulfilment, though could take up to 3 working days. We also offer next day guaranteed delivery with Royal Mail's "Special Delivery Guaranteed" service upon request.
All shipments are trackable from source to destination, and you will have a tracking code emailed to you once your order has been dispatched. The orders page of your account will also feature a tracking link as well. Once clicked, you'll be redirected to the Royal Mail website where you will be able to see the shipments progress through the network. If a signature is required, you will also see this information on the tracking page too.
All packages are sent with appropriate insurance to cover the value of the item, so in the unlikely event that your item has been lost or damaged in transit, please do not worry, as we will be able to help you submit a claim. Most likely we will submit the claim on your behalf and send you a replacement. Please note, that packages are only considered lost if they have been in the network and their status has gone unchanged for a total of 25 days. We will require proof of items damaged in transit as per our Returns and Warranty Policy. Due to cut-off periods for claims imposed by the shipping company, any and all issues must be reported to us within 45 days of your order.
Due to recent changes to the EAA's GPSR regulations, we are no longer able to ship to EAA countries. Part of the new GPSR rules stipulate that all businesses must have a compliance officer employed to the company located within an EU country, as well as go through months of compliance changes, product changes, new labelling changes to existing products, and so on. Unfortunately, we do not have the budget for hiring someone to fulfil this role nor do we have the budget to relabel and repackage all of our existing products. These policies are damaging to small businesses and as such we have unfortunately had to close fulfilment to EAA destinations.
We are however still looking for dedicated EAA distributors who would take on these roles and be the sole distributor for our products within the EAA. If you would like to make an enquiry about this, please email us at: admin@rayvox.co.uk
Thank you for your understanding!
SHIPPING INFORMATION:
Our standard shipping method for all international orders is "Royal Mail International" with either a Tracked AND/OR Signed service, depending on the destination. Most countries offer both end-to-end tracking with a signature on arrival, whilst a few will offer either solely a Tracked service, or solely a Signed service. You will have a tracking code emailed to you once your order has been dispatched.
The orders page of your account will also feature a tracking link as well. Once clicked, you'll be redirected to the Royal Mail website where you will be able to see the shipments progress through the network. If a signature is required, you will also see this information on the tracking page too. Once your item has left the UK it will be handed off to the relevant Royal Mail shipping partner for your region. You will still be able to track the item through Royal Mail, and you will also see a new "Continue Tracking" button on the tracking page, should you wish to track directly with your local carrier. Sometimes you might find additional information and updates via the "Continue Tracking" link.
Our international shipping service typically arrives within 7-14 working days to most regions, however, packages to some destinations might take up to 25 days to arrive. As each destination is unique, we are unable to provide more accurate shipping estimates. Please contact the relevant shipping partner for your region to find out more.
All packages are sent with appropriate insurance to cover the value of the item, so in the unlikely event that your item has been lost or damaged in transit, please do not worry, as we will be able to help you submit a claim. Most likely we will submit the claim on your behalf and send you a replacement. Please note, that packages are only considered lost if they have been in the network and their status has gone unchanged for a total of 25 days. We will require proof of items damaged in transit as per our Returns and Warranty Policy. Due to cut-off periods for claims imposed by the shipping company, any and all issues must be reported to us within 45 days of your order.
CUSTOMS INFORMATION:
Please be aware, all sales are strictly a delivery duty unpaid basis. You are liable for all Duty and Taxes payable locally to your country of delivery. International shipments may be subject to import duties, fees, customs, and/or taxes. These are calculated by the destination country on arrival through customs, and are completely outside of our control. We are unable to estimate what these charges might be, as they vary from country to country, as well as with the type of item, package size/weight, and value. These charges are solely the responsibility of the recipient.
If your package is subject to customs fees, your package may be held at your local customs or postal office. You may get a notice inviting you to pay the charges before your packages can be released, though depending on your country, it may be your responsibility to contact the postal services without a notice.
By making a purchase via our website you confirm your understanding of the above.
In general, most countries outside of the EU will have zero fees to pay, as our items are priced below the thresholds most countries impose, however, we still encourage you to research your local responsibilities.
In all instances if you suspect your package is lost, or your package has been damaged in transit, all issues must be reported to us within 45 days of your original shipping date. If issues are not reported to us within this time frame, we will be severely limited with solutions and we may not be able to help at all. This is because the shipping company only accepts claims for packages within a certain time frame. It is really important that you alert us as soon as possible if there is an issue.
Please ensure you provide the necessary and correct address details so that your packages are received without issue. Your package(s) will be sent to the shipping address you have provided us, and we are not responsible for any items not received due to errors in the address you have provided us. If a shipment is returned to us for any reason, including because of incorrect addresses, unclaimed items following attempted delivery, and other issues, we will not be responsible for the cost of re-shipping the item to its destination. Additionally, if a refund is requested for any returned item, the refund will be for the value of the item, minus the shipping, at our sole discretion. Royal Mail have also introduced a fee for returning an item to sender, which will be passed onto the customer prior to reshipping.
Please note, we are not responsible for any shipping delays due to events out of our control, such as, but not limited to; natural disaster, pandemic, or Royal Mail delays. Thank you for your understanding.
