Refund policy
1. Scope
This Shipping & Delivery Policy applies to orders placed through the Almond Store online shop and explains how orders are processed, dispatched, tracked and delivered.
This policy applies to deliveries to addresses within the United Kingdom and supplements our Terms and Conditions, Returns, Refunds & Exchanges Policy and other consumer information available on our website.
Nothing in this policy excludes or restricts any mandatory rights available to consumers under applicable UK law.
2. Delivery Area
Almond Store delivers to eligible addresses within the United Kingdom.
Delivery to destinations outside the United Kingdom will only be available where expressly stated on our website or during checkout.
The delivery address confirmed during checkout will be used to fulfil your order. Please ensure that all address details are complete and accurate before submitting your purchase.
3. Order Processing Time
Orders are processed after payment has been successfully authorised and any necessary internal security or fraud-prevention checks have been completed.
We aim to process orders and provide dispatch or tracking information within 24 hours of purchase.
This processing period is an operational estimate indicating when an order is expected to enter the shipping process and does not itself represent a guaranteed delivery time.
In exceptional circumstances, processing may take longer where additional verification is reasonably required, including where there are unusual transaction patterns, incomplete customer information, payment verification issues, technical problems or reasonable concerns regarding fraudulent or unauthorised activity.
If additional information is required from you, we may contact you using the details provided with your order.
4. Estimated Delivery Time
Our standard estimated delivery time is approximately 5 to 12 business days after dispatch.
Business days generally mean Monday to Friday, excluding applicable public and bank holidays.
Delivery estimates are provided in good faith based on normal shipping conditions and do not constitute a guarantee of delivery on a specific date unless Almond Store has expressly agreed to such a date.
Delivery may occasionally be affected by circumstances such as unusually high shipping volumes, adverse weather, customs or security inspections, carrier disruption, regional restrictions, transport delays, last-mile delivery issues or inaccurate recipient information.
Regardless of our estimated delivery period, goods will be delivered within the timeframe required by applicable UK consumer law. Unless a different delivery period has been agreed with you, goods must generally be delivered without undue delay and within 30 days of the contract being entered into.
5. Dispatch Confirmation and Tracking
When your order enters the shipping process, we will send a dispatch confirmation to the contact details provided during checkout.
Where tracking is available, tracking information will be provided as soon as it has been generated and made available to us by the relevant carrier or logistics provider.
Please note that tracking information may not become active immediately after a tracking number is issued. Carriers may require additional time to scan and register a parcel within their network.
Customers should ensure that the email address and other contact information supplied during checkout are accurate and should monitor any delivery notifications received from the carrier.
6. Correct Delivery Address
Before completing your order, you are responsible for checking that your name, delivery address, flat or house number, postcode, town or city and any other information required for successful delivery are complete and accurate.
If you notice an error after placing your order, please contact shops@almond.com as soon as possible.
We will make reasonable efforts to update the address where operationally possible, but we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.
Where a delivery problem, return to sender or failed delivery results solely from materially incorrect, incomplete or undeliverable address information supplied by the customer, additional reasonable delivery costs may apply before the order can be dispatched again, where permitted by law.
If a parcel is returned to us because of an address issue, we may require confirmation that the goods have been returned before arranging redelivery or another appropriate resolution.
Nothing in this section limits your statutory rights where a delivery failure was caused by Almond Store or a carrier acting on our behalf.
7. Delivery Attempts and Customer Cooperation
Delivery will be attempted at the delivery address provided with your order.
If no one is available to receive the parcel, the carrier may, depending on its procedures and the delivery service used:
• attempt delivery again;
• leave a delivery notification;
• redirect the parcel to an authorised collection point;
• provide instructions for rearranging delivery; or
• return the parcel to the sender.
Please monitor carrier notifications and observe any applicable collection or redelivery deadlines.
If a parcel cannot be delivered because required collection or redelivery instructions are repeatedly not acted upon, it may ultimately be returned to the sender.
Where a carrier proposes delivery to a safe place or another person, the applicable delivery instructions and your statutory rights will continue to apply.
8. Delivery Delays
If your parcel has not arrived within the normal estimated delivery period, please first review the tracking information provided with your order.
If tracking has not updated for an unusually long period or delivery has substantially exceeded the expected timeframe, please contact us at shops@almond.com.
We will review the available logistics information and, where appropriate, contact the carrier or initiate a delivery investigation.
A delay beyond our estimated 5–12 business day delivery period does not necessarily mean that a parcel has been lost. However, your statutory rights relating to late delivery remain fully applicable.
If we fail to deliver within an agreed essential delivery period, or where applicable within the statutory delivery timeframe, you may have the right to cancel the contract in accordance with UK consumer law.
Where delivery by a specific date was not essential, you may in certain circumstances first give us an appropriate additional period in which to complete delivery. If we fail to deliver within that additional period, you may be entitled to treat the contract as ended and receive the appropriate refund.
9. Lost Parcels
A parcel may be treated as potentially lost where tracking has shown no meaningful movement for an extended period, the carrier has declared the parcel lost, or an appropriate investigation cannot establish successful delivery.
Almond Store remains responsible for the goods while they are in transit until they come into the physical possession of you or a person identified by you to receive them, except where applicable law provides otherwise.
If a parcel is confirmed as lost while the risk remains with Almond Store, we will provide an appropriate remedy, which may include:
• sending a replacement product where available; or
• issuing a refund for the affected goods.
The appropriate solution will depend on the circumstances, product availability and your applicable statutory rights.
We may review tracking records, proof of delivery, delivery photographs, carrier information and other relevant evidence before determining whether a parcel has been successfully delivered.
Different considerations may apply where a delivery failure results from inaccurate information supplied by the customer or where valid evidence confirms delivery to the agreed delivery location or an appropriately authorised recipient.
Nothing in this section removes any mandatory rights or remedies available to you under UK consumer law.
10. Damaged Parcels or Products
We recommend checking your parcel and products for visible shipping damage as soon as reasonably possible after delivery.
If packaging or products appear damaged, please take photographs where possible and contact shops@almond.com promptly.
When reviewing a claim, we may reasonably request:
• photographs or videos of the damage;
• photographs of the external packaging;
• the shipping label;
• a description of the problem; and
• other information reasonably necessary to investigate the damage.
Reporting visible damage promptly helps us preserve evidence and resolve shipping claims more efficiently.
However, failure to report damage immediately does not automatically remove any statutory rights you may have in relation to faulty, damaged or non-conforming goods.
11. Refused Deliveries
If you refuse delivery without exercising an applicable statutory cancellation right or without another legitimate reason, the parcel may be returned to the sender.
Once the parcel has been returned and assessed, the transaction may be handled as a return where appropriate.
Where legally permitted, reasonable costs arising directly from an unjustified refusal of delivery may be taken into account, provided those costs were properly disclosed and may lawfully be charged.
Simply refusing to accept a parcel does not necessarily constitute a valid exercise of your statutory right to cancel where the law requires you to communicate your decision to cancel.
To avoid uncertainty, customers wishing to cancel an order should contact shops@almond.com and follow the procedure set out in our Returns, Refunds & Exchanges Policy.
12. Split Shipments and Product Availability
Where reasonably necessary for logistical or operational reasons, an order containing multiple products may be dispatched in separate parcels.
This may occur where products have different stock availability, packaging requirements, fulfilment locations or shipping routes.
Where an order is split internally by Almond Store, you will not be charged additional delivery fees solely because of that split unless such charges were expressly agreed before purchase.
Different tracking numbers may be provided for individual parcels within the same order.
If part of an order has been delivered and another part remains outstanding, your statutory rights in relation to the outstanding goods remain unaffected.
13. Pre-Orders and Digital Content
Where a product is clearly offered as a pre-order, the applicable estimated dispatch or release date will be communicated on the product page or before checkout where appropriate.
For physical products that include digital content, activation codes or software components, the delivery period applicable to the physical goods may be separate from the availability or activation of digital components.
Purely digital products, downloads, activation codes or digital services may be subject to separate delivery, cancellation and usage terms.
Where digital content is supplied immediately, any statutory rules concerning consent to immediate supply and the potential loss of the cancellation right will apply where relevant.
14. Taxes, VAT, Customs and Cross-Border Fulfilment
Almond Store primarily provides delivery to customers within the United Kingdom.
Prices and mandatory charges will be displayed in accordance with applicable UK pricing and consumer protection requirements.
Where VAT is applicable and required to be included in consumer-facing prices, it will be dealt with in accordance with applicable UK tax rules.
Some products may be fulfilled through logistics or supply networks involving locations outside the United Kingdom. In such cases, customs processing or security inspections may occasionally affect delivery times.
Where the customer is required to pay any mandatory tax, customs duty or other charge that is known or can reasonably be calculated in advance, relevant information will be provided as required by applicable law.
Any applicable import, VAT or customs treatment will depend on the nature, value, origin and destination of the goods and the applicable UK rules at the time of the transaction.
Nothing in this section limits any mandatory pricing transparency or consumer information requirements.
15. Contact Us
If you have any questions regarding order processing, dispatch, tracking or delivery, please contact our customer support team:
Almond Store
Operated by PA Digital Business LLC
9380 SW 72nd St, Ste B-214
Miami, FL 33173
United States
Email: shops@almond.com
When contacting us regarding an existing order, please include your order number and a brief description of the issue so that we can assist you as efficiently as possible.