Shipping policy

Effective date: 16 June 2026
Last updated: 16 June 2026

At Boneroshop, every order is dispatched from our UK fulfilment warehouse in Northamptonshire by our logistics partner ShipBob, and delivered to your door by one of three trusted UK carriers. This Shipping Policy explains where we deliver, how long delivery takes, how much it costs, and what to do if anything goes wrong along the way.

If you have any questions about your delivery or this policy, please email us at support@boneroshop.com — we usually respond within 24 business hours.

Quick summary

Question Answer
Where do you ship? United Kingdom only (mainland UK, Northern Ireland, Scottish Highlands & Islands)
How much does shipping cost? Free standard delivery on all UK orders
How long does delivery take? 6 to 9 business days in total (1–2 days processing + 5–7 days transit)
Which carriers do you use? Royal Mail, DPD, and Evri
Do I get a tracking number? Yes — emailed to you when your order is dispatched
Do you ship internationally? Not currently — UK only

1. Where we deliver

We currently deliver to addresses within the United Kingdom only, including:

  • Mainland England, Wales, and Scotland
  • Northern Ireland
  • Scottish Highlands and Islands
  • Isle of Wight

We do not currently ship to:

  • The Channel Islands (Jersey, Guernsey)
  • Isle of Man
  • BFPO (British Forces Post Office) addresses
  • Any address outside the United Kingdom

If you are based outside the United Kingdom and would like to order from us, please email support@boneroshop.com — we may be able to arrange shipping on a case-by-case basis as we plan our international rollout.

2. Shipping costs

We offer free standard delivery on all UK orders, with no minimum order value. The price you see at checkout is the price you pay — no hidden delivery charges, no order-threshold tricks.

If, in future, we introduce premium delivery options (such as next-day or named-day delivery), we will display those clearly at checkout with their associated cost.

3. Processing and dispatch time

Once you place an order, our warehouse needs a short time to prepare and dispatch it:

  • Order received and confirmed: Day 0
  • Order picked, packed, and dispatched: 1 to 2 business days

We dispatch orders Monday to Friday only. Orders placed on weekends or UK bank holidays are processed on the next business day.

You will receive an email confirmation when your order is dispatched, with your tracking information.

4. Delivery time

Once dispatched from our warehouse in Northamptonshire, your order will typically reach you within 5 to 7 business days, depending on the carrier used and your delivery address.

Total time from order to delivery: 6 to 9 business days for orders shipped within the United Kingdom.

These timings are estimates and not guaranteed. Delivery may occasionally be affected by factors outside our control (see Section 14).

5. Our carriers

We work with three trusted UK delivery partners:

Royal Mail — used for most standard UK deliveries; delivers Monday to Saturday.

DPD — used for tracked deliveries with one-hour delivery slot notification; delivers Monday to Saturday.

Evri (formerly Hermes) — used for selected UK deliveries with tracked service; delivers Monday to Saturday.

The carrier used for your specific order depends on your delivery address and the most efficient routing for your area. The dispatch email will tell you which carrier is delivering your order, along with your tracking number.

6. Order tracking

Every order comes with full tracking. As soon as your order is dispatched, we send you a tracking link by email. You can track your order in two ways:

  • Click the tracking link in your dispatch email
  • Visit the Track123 widget on our website and enter your order number

The tracking information updates in near real-time as your parcel moves through the carrier network. You can typically see:

  • When the parcel has been collected from our warehouse
  • When it has reached the carrier's local depot
  • When it is out for delivery
  • When it has been delivered

7. Order cutoff and processing schedule

Order cutoff time: 1:00 PM (UK time), Monday to Friday.

Orders received before 1:00 PM UK time on a business day begin processing the same day. Orders received after 1:00 PM, on weekends, or on UK bank holidays will begin processing on the next business day.

Once processing begins, your order is picked, packed, and dispatched within 1 to 2 business days.

We process and dispatch orders Monday to Friday only. We do not process or dispatch on UK bank holidays.

During particularly busy periods (such as major sales events or the pre-Christmas season), processing may take slightly longer — we will update our dispatch communications if this is the case.

8. What happens if I'm not home for the delivery?

If you are not home when the carrier attempts delivery, what happens depends on the carrier:

Royal Mail — usually leaves a "Sorry we missed you" card with instructions for redelivery or collection from your local Royal Mail depot or Post Office.

DPD — will typically attempt redelivery the next business day; you can also rearrange via the DPD app, text, or website notification you receive.

Evri — will typically attempt redelivery up to two times; you can rearrange via the Evri app or website.

If you have specific delivery instructions (such as "leave with neighbour" or "leave in porch"), please add them to your order at checkout, and we will pass them on to the carrier.

9. Lost packages

We work hard to ensure every order arrives, but very occasionally a package can be delayed or lost in transit. If your tracking shows no updates for more than 3 business days after the latest expected delivery date:

  1. Check the tracking information one more time — sometimes there are updates that haven't reached your inbox
  2. Check with neighbours and around your delivery address
  3. Contact your local sorting office or carrier depot to ask if they are holding the parcel
  4. If none of the above turns it up, email us at support@boneroshop.com with your order number

We will then:

  • Open a lost parcel investigation with the carrier (this typically takes 5–10 business days for the carrier to confirm)
  • Once the carrier confirms the parcel is lost, we will either dispatch a replacement free of charge or issue a full refund — your choice

We are not able to issue a replacement or refund before the carrier has formally confirmed the parcel is lost, except at our discretion.

10. Damaged packages

If your order arrives damaged — whether the outer packaging is visibly damaged, or the product inside has been broken in transit — please contact us within 48 hours of receiving the delivery. Email support@boneroshop.com with:

  • Your order number
  • Clear photos of the damaged packaging and product
  • A brief description of the damage

We will arrange one of the following, depending on what works best for you:

  • Replace the damaged item (subject to stock availability)
  • Issue a full refund including any return shipping costs

You will not need to pay to return a damaged item — we'll arrange this.

For full details of your statutory rights regarding faulty or damaged goods, please see our Refund Policy.

11. Wrong address provided at checkout

Please check your delivery address carefully before placing your order. If you realise you've made a mistake immediately after ordering, email us at support@boneroshop.com straight away — if your order has not yet been dispatched, we can update the address.

If your order has already been dispatched to an incorrect address:

  • We may be able to redirect the parcel through the carrier (this is not always possible and may incur an additional charge)
  • If the parcel is delivered to the wrong address and we are unable to recover it, we are unfortunately unable to offer a refund or replacement, as the order was delivered as instructed

Please double-check your address at checkout to avoid this.

12. Failed deliveries and parcels returned to us

If you fail to collect a parcel after multiple delivery attempts, or it is returned to us by the carrier (for example, due to an incorrect address), we will contact you to confirm the next steps.

Options will typically be:

  • Re-dispatch the parcel to a corrected address — you will be responsible for the additional delivery cost
  • Cancel the order and receive a refund — we will deduct any costs we incurred in returning the parcel to us

Returned parcels typically reach our warehouse 7–14 business days after the failed delivery.

13. Peak season and holiday delivery

During peak retail periods — including Christmas, Boxing Day, Black Friday, Cyber Monday, Easter, and bank holiday weekends — delivery times may be longer than usual due to higher carrier volumes.

We will publish updated cutoff dates for last guaranteed Christmas delivery on our homepage and via our dispatch notifications in November each year. We strongly recommend ordering early during peak periods to avoid disappointment.

Our warehouse is closed on UK bank holidays. Orders placed on these days will be processed on the next business day.

14. Events outside our control

We will do everything reasonable to ensure your order is delivered within the expected timeframe, but we cannot guarantee delivery times where the delay is caused by events outside our reasonable control, including:

  • Extreme weather conditions
  • National strikes affecting carriers or postal services
  • Pandemic-related restrictions
  • Cyber-attacks on carrier systems
  • Government action or border restrictions
  • Acts of war or terrorism

If any such event affects your order significantly, we will contact you to discuss your options.

15. Packaging

We aim to package every order responsibly. Our standard packaging consists of:

  • Recyclable cardboard outer box
  • Recyclable paper void-fill (no plastic packing peanuts)
  • Each pair of sandals is wrapped individually in tissue paper

We continuously work with ShipBob and our packaging suppliers to reduce single-use plastic and unnecessary materials.

16. Order changes and cancellations before dispatch

If you need to change or cancel your order before it is dispatched, please email support@boneroshop.com as soon as possible with your order number. We will do our best to make the change, but if your order has already entered the dispatch process, we may not be able to stop it.

If your order has been dispatched, you will need to follow our standard returns process — see our Refund Policy.

17. Delivery to apartments, gated properties, and businesses

If you are ordering to a business address, an apartment block with a concierge, or a gated property, please include the relevant detail in the delivery instructions at checkout (e.g. flat number, concierge desk, gate code if you wish to provide one).

If the carrier cannot reach your address, they will typically leave a card or notification with redelivery instructions.

18. Contact us

If you have any questions about your delivery, our shipping options, or this policy, please contact us:

BLUESTONE ECOM LTD (trading as Boneroshop)
128 City Road, London, EC1V 2NX, United Kingdom
Fulfilment warehouse: Northamptonshire, UK (via ShipBob)
Email: support@boneroshop.com
Phone: +44 20 8040 0104

Company number: 17105446
ICO Registration Number: [pending]