We’re committed to getting your order to you safely, quickly, and without surprises. Here’s everything you need to know.

1. The Basics

• Worldwide shipping via trusted carriers: DPD, UPS, and DHL
• Processing time: up to 48 hours before dispatch (Monday to Friday, excludes weekends and holidays)
• You’ll get a confirmation email the moment you order, and a dispatch email once it ships
• Delivery timelines are estimates. Peak season, weather, and carrier schedules can shift things slightly.

2. Rates & Delivery Times

UK Shipping

• Royal Mail Tracked (2 to 3 working days, if ordered before 2pm): £4.45
• Royal Mail Tracked (1 working day, if ordered before 2pm): £4.97
• DPD Next Working Day (if ordered before 2pm): £7.41
• DPD Next Working Day by 12pm (if ordered before 2pm): £12.31
• DPD Express (1 to 2 working days): £6.50

International Shipping

• EU Delivery: €32.95 (5 to 7 working days)
• International Delivery: $35 (7 to 15 working days)
• Express International Delivery: $60 (2 to 7 working days)

Standard Rates by Destination

Destination	Carrier	Delivery Time	Cost
United States	UPS Express	2 to 5 working days	$30.00 USD
Canada	UPS Express	4 to 7 working days	$60.00 CAN
Australia & New Zealand	DHL Standard	4 to 7 working days	£30.00
UAE & Middle East	UPS Express	4 to 7 working days	£30.00
Rest of World	Global Express	4 to 7 working days	£30.00

Free shipping worldwide on orders over £200!

Please note that shipping options and fees will be displayed at checkout based on your country.

For U.S. shipping, please visit our U.S. website.

3. Customs & Duties

Important note: Customs and duties are not included in the shipping fee or order total for international destinations. These charges will be applied by customs in your country based on the order value of your shipment.

4. Order Processing

• Orders placed before 2 PM GMT Monday to Friday will be processed on the same day, provided all security checks are passed and your order is not on pre-order or has a specific lead time in the item description.
• Orders placed after 2 PM GMT on Friday will not ship until the following Monday.
• Please allow additional time for processing orders placed on and around release days, holidays, and sales due to high volume.
• Processing time: up to 48 hours before dispatch (business days only)

5. Order Journey

• Order placed: instant confirmation email
• Processing: within 48 hours (business days only)
• Dispatched: tracking details sent within 24 to 48 hours
• Tracking updates: may take 24 to 48 hours to appear on carrier systems

Note: Estimated shipping times include processing time at the warehouse and are calculated from the date the order is placed. Times are GMT and BST.

6. Tracking Your Package

Every shipment comes with a tracking number so you can follow it via the carrier’s site. Some carriers also offer SMS or email updates. Check your dispatch email for options.

Customers are advised to monitor their order tracking information and must notify us within 7 days from dispatch if there are any problems with the delivery. Any delivery issues or loss reported after 7 days can no longer be investigated or compensated.

7. If Something Goes Wrong

Damaged Package

Report within 48 hours with photos. We’ll file the claim for you.

Lost Package

Reach out right away. If confirmed lost, we’ll reship or refund.

Failed Delivery

Carrier will attempt redelivery or return to us. Returned items are held 7 days, then restocked (refund minus original shipping).

In the event that delivery of your package is attempted and fails due to:

• Customer negligence or non-response
• Incorrect or incomplete shipping address
• Customer absence or unavailability

BIM XEI London reserves the right to:

• Not offer refunds for the original shipping cost
• Require an additional shipping fee to resend the package
• Convert the order value to store credit, at our discretion
• We will only consider resending or reissuing store credit once the original package is confirmed returned to our warehouse.

Lost Packages After Delivery Confirmation

Once a package has been marked as “delivered” by the shipping carrier (e.g., Royal Mail) and proof of delivery, such as a photograph or GPS coordinates, has been provided, BIM XEI London is not liable for lost or stolen packages. At this point, ownership and responsibility for the package transfer to the customer. We recommend thoroughly checking your delivery location, with neighbors, and any secure areas around your property. If you suspect your package has been stolen, we advise reporting it to your local police department.

Risk transfer: Once dispatched, the parcel is the courier’s responsibility until it’s delivered.

8. Getting Your Address Right

• Double check your address at checkout.
• Address changes only accepted within 24 hours of ordering.
• We don’t ship to P.O. boxes unless stated, and business addresses may need someone available to receive it.
• One address per order. Separate orders for multiple destinations.

It is the sole responsibility of the customer to carefully confirm all order details, including the full shipping address, postcode, selected currency, and item specifics, before completing the checkout process.

BIM XEI London will not be held responsible for issues or delays that arise from incorrect or incomplete information provided by the customer at checkout (e.g., shipping delays due to missing postcodes, or non-refundable currency conversion fees).

9. Order Modification and Cancellation

We are unable to guarantee any modifications or cancellations once an order has been placed.

This includes, but is not limited to, requests for:

• Cancellation of the entire order
• Changes to item size, color, or style
• Modification or correction of the delivery address or postcode
• Refunds based on currency selection errors (e.g., mistaking USD for GBP)

If an error prevents us from cancelling or modifying your order, the customer must wait for the package to be delivered and then initiate a standard return for a refund, in accordance with the Refund Policy.

10. Returns Shipping

• Return shipping is on you, unless it’s our mistake (wrong or defective item).
• Never send a return without an authorization number.
• Use a trackable method. You’re responsible for the return until it arrives.
• Refunds processed 7 to 10 business days after we receive and inspect your return.
• Note: Shipping costs are non-refundable, even on returns, including any premium paid for express delivery.

11. Delivery

Delivery times can vary due to customs clearance, which is outside our control.

Customers are advised to monitor their order tracking information and must notify us within 7 days from dispatch if there are any problems with the delivery. Any delivery issues or loss reported after 7 days can no longer be investigated or compensated.

12. Force Majeure

We’re not liable for delays caused by things beyond our control: natural disasters, extreme weather, strikes, war, pandemics, carrier disruptions, or government action.

13. Customer Responsibility

It is the sole responsibility of the customer to carefully confirm all order details, including the full shipping address, postcode, selected currency, and item specifics, before completing the checkout process.

BIM XEI London will not be held responsible for issues or delays that arise from incorrect or incomplete information provided by the customer at checkout (e.g., shipping delays due to missing postcodes, or non-refundable currency conversion fees).

It is the customer’s responsibility to ensure accurate shipping information and availability to receive their package.

14. Need Help?