Shipping policy

 

We ship every order tracked, free, and as fast as we can. Here's exactly what to expect.

Your delivery at a glance

  • Free shipping — on every order, no minimum spend
  • Dispatched within one working day — from our warehouse
  • 5–12 working days — tracked delivery to Europe, the United States, the United Kingdom, Canada and Australia
  • Every order tracked — you'll get a tracking link as soon as it ships

1. Where we ship

We currently ship to addresses within Europe, the United States, the United Kingdom, Canada, and Australia.

We don't ship to PO Boxes, BFPO addresses, or forwarding services at this time. Orders to these addresses may be cancelled.

2. Order processing

Dispatch time: All orders are dispatched from our warehouse within one working day (Monday to Friday, excluding public holidays).

Same-day dispatch: Orders placed before 2:00 PM GMT on a working day are dispatched the same day.

Confirmations you'll receive:

Order confirmation — immediately after checkout
Shipping confirmation — as soon as your order is picked up by the carrier, with tracking

3. Shipping methods, costs, and delivery times

We keep it simple: one reliable tracked service, free on every order.

Service Cost Delivery time Tracking
International Standard Tracked FREE 5–12 working days after dispatch Included

Delivery to Scottish Highlands, Islands, and Northern Ireland may take an additional 1–2 working days, depending on the carrier.

Delivery times are estimates, not guarantees. They may extend during peak periods (Black Friday, Christmas, Boxing Day sales) or due to circumstances outside our control — extreme weather, carrier delays, strikes, or public holidays. We'll always let you know if we spot a delay.

4. Tracking your order

As soon as your order is dispatched, you'll receive:

  • A shipping confirmation email
  • A unique tracking number
  • A link to track your parcel on the carrier's portal

You can also check the status of your order any time by logging into your account or emailing us at contact@ternaza.com.

5. Delivery address responsibility

Please double-check your shipping address before placing your order — including the correct postcode. We can't be responsible for orders sent to an incorrect or incomplete address you've provided.

If you spot a mistake, email us straight away at contact@ternaza.com. We can update the address if your order hasn't been dispatched yet. Once it's on its way, the address is locked in.

6. If no one's home when we deliver

Our carrier will attempt delivery to your address. If no one's available:

  • They may leave the parcel in a safe place (nominated by you at checkout) or with a neighbour
  • Otherwise, they'll leave a card with instructions to re-schedule delivery or collect from your local depot

If the parcel is returned to us as undeliverable, we'll email you. You can choose to have it resent (a small re-shipping fee applies) or refunded (less any original delivery cost, if applicable).

7. High-value orders

Orders over £200 may require a signature on delivery for added security. If a signature is required, the carrier won't leave the parcel without one — so please make sure someone will be available, or nominate a safe place at checkout.

8. Packaging

Every order is packed with care to arrive in good condition. We use protective materials to guard against movement and transit damage — while keeping packaging as minimal as we can.

9. Delivery issues

Missing or lost parcels

If your tracking shows the parcel was delivered but you can't find it:

  1. Check around your property — behind bins, in porches, under doormats
  2. Check with neighbours or building management
  3. Confirm the delivery address on your order was correct
  4. Contact us within 48 hours at contact@ternaza.com — we'll open an investigation with the carrier

Carrier investigations typically take 5–12 working days. Once concluded, we'll either arrange a replacement or issue a full refund.

Damaged in transit

If your parcel arrives visibly damaged or opened:

  1. Take clear photos of the outer packaging and the item inside
  2. Email us at contact@ternaza.com the same day
  3. Keep the packaging — the carrier may need to inspect it

We'll prioritise your case and arrange a replacement or full refund straight away.

Delivered to the wrong address

If your parcel was delivered to a different address than the one on your order, email us at contact@ternaza.com immediately. We'll investigate with the carrier and either resend your order or refund you.

10. Order changes and cancellations

Need to change or cancel an order? Email us as soon as possible at contact@ternaza.com with your order number.

  • If we've not dispatched yet — we'll cancel or update it and refund you if needed
  • If we've already dispatched — we can't stop it in transit, but you can return it using our Refund Policy once it arrives

Your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 aren't affected.

11. Maximum delivery time

We're required to deliver your order within 30 days of the day after your purchase, unless we've agreed a different date with you.

If — for any reason — we can't deliver within this period, we'll contact you to agree a new date or issue a full refund.

12. Contact us

For anything to do with delivery, tracking, or missing parcels:

  • Email: contact@ternaza.com

    Phone: +44 7882763832

    Business Address: B27, Shing Lee Commercial Building, 8 Wing Kut Street, Central, Hong Kong.

    Hours: Monday to Friday, 9:00 AM – 5:00 PM (EU Time)

Your statutory rights as a consumer aren't affected by anything in this policy.