Shipping policy
SHIPPING & DELIVERY POLICY
Last updated: 22 October 2026
This Shipping & Delivery Policy explains where WESTMERE delivers, how orders are processed, estimated delivery times, tracking, shipping charges and what happens if something goes wrong in transit.
This policy applies to orders placed through thewestmere.store.
WHERE WE DELIVER
WESTMERE currently ships to:
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United Kingdom
-
United States
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Australia
-
Canada, excluding Quebec
We do not currently deliver to destinations outside these markets.
Available delivery destinations are also shown during checkout.
If your country or region cannot be selected at checkout, we are not currently able to ship there.
ORDER PROCESSING
After payment is confirmed, orders are normally prepared for dispatch within:
1 to 3 business days
During:
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product launches
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sales
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promotional periods
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public holidays
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unusually busy periods
processing may take up to 5 business days.
Business days are Monday to Friday, excluding applicable public holidays.
Processing time is separate from delivery time.
ESTIMATED DELIVERY TIMES
Delivery estimates begin after your order has been dispatched.
Our current estimated delivery windows are:
United Kingdom
14–20 business days
United States
14–20 business days
Australia
14–20 business days
Canada
14–20 business days
These timeframes are estimates rather than guaranteed delivery dates.
TOTAL TIME FROM ORDER TO DELIVERY
Your total order journey normally includes:
Processing: 1–3 business days
Delivery after dispatch: 14–20 business days
During busy periods, processing may take up to 5 business days.
Please keep this in mind when ordering for a particular date or occasion.
WHY DELIVERY CAN SOMETIMES TAKE LONGER
Delivery may occasionally be affected by circumstances outside our reasonable control, including:
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customs inspections
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carrier delays
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severe weather
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public holidays
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peak shopping periods
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transport disruption
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strikes
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remote or rural delivery locations
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unusually high parcel volumes
We cannot guarantee a specific arrival date unless expressly stated otherwise.
IF DISPATCH IS DELAYED
If we become aware that your order cannot be dispatched within the processing period stated above, we may contact you with an updated estimate.
If an order has not yet been dispatched and you do not wish to wait, contact:
Where cancellation is still possible, we will explain the available options.
SHIPPING COSTS
Available shipping methods and their prices are displayed during checkout before you place your order.
The shipping charge shown at checkout is based on factors that may include:
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destination
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available delivery service
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order details
-
current shipping rates
You will always be able to review the applicable shipping charge before payment.
TRACKING YOUR ORDER
Orders are shipped with tracking where supported by the delivery service used.
Once your order has been dispatched, we will send available tracking information to the email address used when placing the order.
This may include:
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tracking number
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carrier information
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tracking link
TRACKING HAS NOT UPDATED YET
It is normal for tracking not to update immediately after dispatch.
The first carrier scan can take approximately:
24 to 72 hours
to appear.
During this period, your parcel may already be moving through the delivery network even though the tracking page has not yet changed.
CHECKING YOUR DELIVERY ADDRESS
Please check your shipping address carefully before completing checkout.
Make sure that:
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your name is correct
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the street address is complete
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apartment or unit numbers are included where applicable
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the postcode or ZIP code is correct
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the city and region are correct
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the destination country is correct
If you notice an error after ordering, contact:
as soon as possible.
ADDRESS CHANGES
We may be able to update a delivery address before an order enters fulfilment or is dispatched.
However, we cannot guarantee that changes will be possible once processing has started.
After dispatch, WESTMERE may no longer have the ability to redirect the parcel.
Where an order is successfully delivered to the incorrect address entered by the customer at checkout, we may not be able to recover or replace the parcel.
CUSTOMS, DUTIES AND IMPORT TAXES
WESTMERE orders may be dispatched through fulfilment partners located outside your country.
Depending on:
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your destination
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the value of the order
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local customs rules
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applicable import thresholds
your country's customs authority may apply:
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import duties
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taxes
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customs charges
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carrier handling fees
CHARGES COLLECTED AT CHECKOUT
Where WESTMERE collects applicable taxes or duties during checkout, those charges will be shown before you complete payment.
CHARGES NOT COLLECTED AT CHECKOUT
Where duties, taxes or customs charges are not collected by WESTMERE, they may be charged separately by:
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your government
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customs authorities
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the delivery carrier
These external charges are determined by the relevant authority and are not controlled by WESTMERE.
Unless applicable law provides otherwise, you are responsible for charges imposed by your destination country that were not collected during checkout.
REFUSING A PARCEL BECAUSE OF CUSTOMS CHARGES
If you refuse a parcel because of unpaid import duties, taxes or customs charges and it is returned to us, any refund will be handled in accordance with applicable law and our Refunds & Returns Policy.
Where legally permitted, original shipping costs or return charges incurred because of the refusal may be deducted from the refund.
Please contact us before refusing a shipment if you are unsure what to do.
DELAYED PARCELS
International tracking can sometimes remain unchanged for several days while a parcel:
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moves between countries
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clears customs
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transfers between carriers
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travels between distribution centres
This does not necessarily mean the parcel is lost.
WHEN TO CONTACT US ABOUT A DELAY
Please contact us if:
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your tracking has shown no meaningful update for 10 business days, or
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your order has not arrived within 10 business days after the end of the estimated delivery window
Email:
Include:
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your order number
-
your name
-
tracking number, if available
We will review the available tracking information and, where appropriate, investigate with the carrier or fulfilment partner.
LOST PARCELS
If a shipment is confirmed lost after investigation, we will provide an appropriate solution.
Depending on the circumstances and product availability, this may include:
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replacement, or
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refund
Any mandatory consumer rights you have remain unaffected.
PARCEL MARKED AS DELIVERED BUT NOT RECEIVED
If tracking shows your parcel as delivered but you cannot find it:
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check around your delivery location
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check with other household members
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check with neighbours where appropriate
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check any designated safe place
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allow a short period in case the carrier has marked the parcel delivered slightly before completing delivery
If you still cannot locate it, contact:
We will review the available delivery information and explain the next steps.
DAMAGED PARCELS
If your parcel arrives visibly damaged, photograph:
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the external packaging
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shipping label
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internal packaging
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affected product
Then contact us as soon as reasonably possible.
Where possible, please report transit damage within 7 days of delivery.
Email:
Include your order number and photographs.
Reporting damage after 7 days does not remove any mandatory statutory rights you may have.
WRONG PRODUCT RECEIVED
If you receive:
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the wrong product
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wrong colour
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wrong size
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an item different from your order confirmation
contact us before using or returning it.
Email:
Where the mistake is ours, we will provide an appropriate solution at no additional cost to you.
DELIVERY ATTEMPTS
Delivery carriers may make one or more attempts to deliver your parcel.
Depending on the local carrier, the parcel may also be:
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taken to a collection point
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held at a depot
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delivered to an authorised safe place
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returned to sender after unsuccessful delivery attempts
Follow your tracking information carefully once the parcel reaches your local delivery network.
UNCLAIMED OR UNDELIVERABLE PARCELS
If a parcel is returned because:
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it was not collected
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repeated delivery attempts failed
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the address provided was incomplete or incorrect
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the carrier could not access the delivery location
contact us after the tracking shows that it is being returned.
We will review the order and explain the available options.
Any additional shipping costs arising from an incorrect address or failure to collect a parcel may be the customer's responsibility where permitted by law.
DELIVERY TO REMOTE AREAS
Orders to remote, regional or rural locations may take longer than the standard estimate.
Carrier availability can also be more limited in these areas.
BUSINESS DAYS
For the purposes of this policy, business days generally mean:
Monday to Friday
excluding public holidays that affect processing or delivery services.
Delivery carriers may operate on weekends in some locations, but weekend delivery is not guaranteed.
UNITED KINGDOM
United Kingdom customers retain all mandatory delivery and consumer protections provided by applicable UK law.
Nothing in this policy limits rights that cannot legally be excluded.
UNITED STATES
Delivery and consumer rights may vary by state.
Where federal or state law provides additional protections, those protections continue to apply.
AUSTRALIA
Australian customers retain applicable rights under Australian Consumer Law.
Nothing in this policy excludes guarantees or remedies that cannot legally be excluded.
CANADA
Canadian customers retain applicable rights under federal and provincial consumer law.
WESTMERE does not currently deliver to Quebec.
RETURNS
Shipping a product back to us is governed separately by our Refunds & Returns Policy.
Do not send a return to our registered office.
Always contact us before returning a product so that we can provide the correct return address and instructions.
QUESTIONS ABOUT DELIVERY
Need help with an order?
Email:
Please include your order number whenever possible.
We aim to reply within 2 business days, Monday to Friday.
WESTMERE is a trading name of:
ALX GLOBAL ECOM LIMITED
A private limited company registered in England and Wales
Company number: 16775534
Registered office:
275 New North Road
London
N1 7AA
United Kingdom
Please note: our registered office is not a returns address.