Shipping policy

Done Mate Shipping Policy

Last Updated: 15/06/2026

At Done Mate, we are committed to delivering your order as quickly and efficiently as possible. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

Our goal is to make the delivery experience straightforward, transparent and reliable while ensuring that every order receives the care and attention it deserves.

1. Delivery Timeframes

We aim to deliver most orders within 5–7 working days from the date of dispatch.

Delivery estimates are provided in good faith and are intended as guidance only. While the majority of orders arrive within our target delivery window, delivery times are not guaranteed unless expressly stated otherwise.

Certain orders may require additional processing, routing, carrier handling or logistical arrangements which can extend delivery timeframes beyond our standard estimate.

Working days exclude weekends and public holidays.

2. Order Processing

Orders are typically processed within 1–3 working days after payment has been successfully received and verified.

During periods of high demand, promotional events, seasonal peaks or inventory updates, processing times may be extended.

Orders are not considered dispatched until they have been handed to the relevant carrier or fulfilment partner.

3. Fulfilment Network

To provide customers with access to a wide range of products at competitive prices, Done Mate works with a network of fulfilment centres, warehouses, manufacturers and logistics partners.

As a result:

  • Products may be shipped from different fulfilment locations;

  • Multi-item orders may arrive in separate parcels;

  • Different products within the same order may have different delivery routes;

  • Tracking information may become available at different times for different parcels.

Customers acknowledge that shipment origin, routing and fulfilment methods are determined by operational requirements.

4. Delivery Estimates

The delivery estimates displayed on our website represent our normal target service levels and are not guarantees of delivery by a specific date.

Delivery times may be affected by:

  • Carrier capacity;

  • Seasonal demand;

  • Public holidays;

  • Severe weather conditions;

  • Customs inspections;

  • Transport disruptions;

  • Security checks;

  • Supply chain interruptions;

  • Inventory transfers;

  • Address verification procedures;

  • Other circumstances outside our reasonable control.

In such cases, delivery may take longer than originally estimated.

5. Tracking Information

Where tracking is available, customers will receive tracking details after dispatch.

Tracking updates are provided by third-party carriers and logistics providers.

Tracking information may take several business days to become active after shipment.

Done Mate is not responsible for delays in tracking updates, carrier system outages or temporary interruptions in tracking visibility.

6. Multiple Shipments

Where an order contains multiple products, items may be dispatched separately to improve fulfilment efficiency.

Customers may therefore receive:

  • Multiple tracking numbers;

  • Separate deliveries;

  • Deliveries on different dates.

Additional shipping charges will not normally apply unless clearly stated during checkout.

7. Delivery Delays

Although we strive to meet our standard delivery targets, occasional delays can occur.

Customers agree that delivery estimates are approximate and that unforeseen operational or logistical circumstances may affect actual delivery times.

Where delays occur, Done Mate may require reasonable time to:

  • Investigate shipment status;

  • Communicate with carriers;

  • Obtain updates from fulfilment partners;

  • Verify delivery information.

Delivery delays alone do not automatically constitute grounds for cancellation, compensation or refunds where the order remains in transit and reasonable delivery efforts continue to be made.

8. Incorrect Addresses

Customers are responsible for ensuring that all delivery information provided at checkout is accurate and complete.

If an incorrect address is supplied, Done Mate cannot guarantee successful delivery.

Where an order has already entered processing or shipment stages, address amendments may not be possible.

Any additional costs arising from incorrect addresses, failed deliveries, rerouting requests or returned parcels may be deducted from any applicable refund where permitted by law.

9. Failed Deliveries

A delivery may be considered unsuccessful if:

  • The recipient is unavailable;

  • The address is incorrect or incomplete;

  • The parcel is refused;

  • Collection instructions are not followed;

  • The carrier is unable to gain access to the delivery location.

Customers are responsible for monitoring tracking information and responding promptly to carrier communications.

10. Lost Parcels

A parcel will not be considered lost solely because it has not arrived within the estimated delivery timeframe.

Before a parcel can be classified as lost, Done Mate may require reasonable time to conduct investigations with the relevant carrier and fulfilment partners.

If a parcel is confirmed as lost following investigation, we may, at our discretion and in accordance with applicable consumer rights:

  • Issue a replacement;

  • Arrange reshipment; or

  • Provide an appropriate refund.

11. Customs, Security and Regulatory Checks

Certain shipments may be subject to customs, regulatory, security or transportation inspections.

Such procedures are conducted by third parties and are outside Done Mate's direct control.

Any resulting delays shall not be considered a failure by Done Mate to fulfil its obligations.

12. Delivery to Safe Places

Where permitted by the carrier, customers may authorise delivery to a safe place or nominated location.

Once a parcel has been delivered in accordance with customer instructions, responsibility for the security of the parcel may pass to the customer.

13. Force Majeure

Done Mate shall not be liable for delays caused by events beyond our reasonable control, including but not limited to:

  • Natural disasters;

  • Severe weather;

  • Industrial action;

  • Government restrictions;

  • Carrier disruptions;

  • Transportation failures;

  • Public health emergencies;

  • Civil unrest;

  • Supply chain interruptions;

  • Utility or communication failures.

In such circumstances, delivery estimates may be extended without liability.

14. Customer Support

If your order has not arrived within the expected timeframe, please contact our support team.

We will be happy to investigate and provide updates wherever possible.

To assist us, please include:

  • Your order number;

  • Full name;

  • Delivery address;

  • Any tracking information received.

15. Contact Information

Done Mate

Email: hello@donemate.co.uk

Website: www.donemate.co.uk/pages/contact

We appreciate your patience and understanding and will always endeavour to deliver your order as quickly as possible while maintaining the quality of service our customers expect.