Shipping policy
Effective date: 30 April 2026
Introduction
This policy explains the delivery methods, timeframes, and charges for orders placed on vaultskin.com or by email at info@vaultskin.com. It describes our usual practice. Your statutory rights as a consumer (under the UK Consumer Rights Act 2015 and applicable EU consumer law) are not affected.
Where we ship
We ship worldwide.
Dispatch & delivery timeframes
Orders placed by 16:00 GMT/BST on a working day (Monday–Friday, excluding UK public holidays) are processed from that day's close of business. Orders placed after that time or on non-working days are processed from the next working day.
Delivery timeframes below are indicative, depend on destination and carrier performance, and exclude customs clearance times where applicable:
- United Kingdom: Royal Mail Tracked or another tracked carrier of our choice. Typical delivery ~3 business days, up to 10 business days.
- United States: USPS/UPS or another tracked carrier. Typical delivery ~3 business days, up to 10 business days.
- European Union: Deutsche Post or comparable tracked service. Typical delivery ~3–5 business days, up to 12 business days.
- International (Rest of World): Deutsche Post / DHL tracked or equivalent. Up to 15 business days (customs processing may add time).
While we strive to deliver within these indicative periods, we do not guarantee them. We may conduct fraud screening before dispatch, which can delay shipment; we will notify you if this occurs.
Statutory delivery commitment (UK & EU consumers)
Where we have not agreed a specific delivery date with you, we will deliver the goods without undue delay and in any event within 30 days of order acceptance, in line with section 28 of the UK Consumer Rights Act 2015 and Article 18 of EU Directive 2011/83/EU. If we fail to deliver within that period, you have the right to ask us to deliver within an additional reasonable time and, if we still fail to deliver, to terminate the contract and obtain a full refund.
Shipping rates & free-shipping thresholds
Delivery charges are calculated at checkout based on destination and parcel characteristics. Free-shipping thresholds apply to the basket value displayed at checkout in your selected currency, after discounts. For consumers in the UK and EU, prices displayed are VAT-inclusive, so the threshold applies to the VAT-inclusive amount you see.
Important update for USA orders (temporary)
Our low-cost economy program for EU → USA shipments has been temporarily discontinued by the carrier. When an item is not in stock in our US warehouse, it ships from Germany via DHL Express or UPS Express. In these cases, you will see higher shipping prices at checkout, and free shipping does not apply to that shipment.
| Region/Country | Economy shipping cost | Free shipping from |
|---|---|---|
| United States* | $3.99 USD | $29.99 USD |
| United Kingdom | £2.99 | £24.99 |
| Euro Zone (EUR currency countries) | €3.99 | €29.99 |
| Canada | $6.99 CAD | $49.99 CAD |
| Australia | $6.99 AUD | $49.99 AUD |
| Rest of World | $6.99 USD | $49.99 USD |
*United States: The rates above apply only to orders shipped from our US warehouse. If a product is out of US stock, your order will ship from Germany via DHL Express or UPS. Economy service is not available, and free-shipping thresholds do not apply. Express pricing is calculated at checkout based on weight and destination.
Why you might see a high shipping price to the USA
- Item out of US stock: If a product isn't available in our US warehouse, it ships from Germany by DHL Express, which is more expensive than economy.
- Mixed cart (US-stock + EU-stock): Checkout may price the shipment from the EU express leg. To keep shipping lower, place separate orders (see below).
How to keep shipping costs down for US orders
- If you only want an iPhone case and the shipping looks high, the case is likely out of US stock (EU express applies).
- If you want an iPhone case + wallet, consider placing two orders:
- Wallet (ships at the usual US rate if in US stock)
- iPhone case (ships from EU via express, priced at checkout)
Notes on currency and pricing
- Currency shown reflects the local storefront currency. The amount charged at checkout is based on the currency selected and prevailing exchange rates at the time of purchase.
- Service availability and pricing can change based on carrier programs and import conditions.
Title & risk of loss
For consumers, risk of loss or damage to the goods passes to you only when you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods. This reflects section 29 of the UK Consumer Rights Act 2015 and Article 20 of EU Directive 2011/83/EU. Until that point, we bear the risk — if your parcel is lost in transit or arrives damaged due to a transit issue, we will arrange replacement or a full refund without requiring you to deal with the carrier yourself.
For business customers, risk passes on delivery of the parcel to the carrier.
Title in the goods passes to you on the later of (a) physical delivery and (b) our receipt of payment in full.
Lost or damaged parcels
If your parcel does not arrive within the indicative timeframe, or arrives damaged, contact us at info@vaultskin.com with your order number and (for damage) photographs of the parcel and goods. We will:
- open an investigation with the carrier on your behalf;
- at your option, arrange replacement of the goods or issue a full refund (including the standard delivery cost you paid), in line with our Refund & Cancellation Policy;
- handle this without requiring you to claim against the carrier yourself.
For severely delayed parcels, we may ask you to wait until the carrier completes its standard investigation window before we refund or replace, but we will not delay beyond what is reasonable in the circumstances.
Customs, duties & taxes
Where we collect VAT or sales tax at checkout, you will not be charged that tax again at delivery. This applies, for example, to:
- orders shipped within the United Kingdom;
- orders to EU consumers fulfilled under our EU VAT One Stop Shop (OSS) registration; and
- orders shipped within the United States from our US warehouse.
For shipments where customs duties or import taxes apply at the destination (typically Rest-of-World destinations and certain cross-border movements not covered by the schemes above), those charges are collected at import by local authorities or the carrier and are the recipient's responsibility. We do not control these costs and cannot estimate them. Where applicable, shipments are sent on a Delivered at Place (DAP) basis under Incoterms 2020. For details applicable to your country, please contact your local customs office.
Tracking & notifications
When your order ships, we send a dispatch confirmation with a tracking link (where available). Tracking events may take up to 24–48 hours to appear after the carrier first scans your parcel.
Address limitations
Please ensure your delivery address is accurate and accessible. Some carriers cannot deliver to PO Boxes, APO/FPO/DPO, or parcel lockers for certain services. We may contact you to amend the address or change the service if needed.
Missed delivery & collection
If delivery is attempted and unsuccessful, the carrier will usually leave a card or notification with collection or re-delivery instructions and a time limit. If a parcel is returned to us:
- Due to non-collection or an incorrect or inaccessible address provided by you: we can re-ship upon payment of the actual re-delivery cost, or refund the item price (less the original outbound shipping cost), in line with our Refund & Cancellation Policy.
- In the context of a statutory cancellation (right of withdrawal under our Refund & Cancellation Policy): the standard outbound delivery cost is refunded as set out in that policy, regardless of whether the original delivery succeeded.
Delivery problems
If you experience a delivery issue, please contact us at info@vaultskin.com with your order number and details. We'll liaise with the carrier to investigate. Your statutory rights — including in respect of risk allocation under section 29 of the Consumer Rights Act 2015 and the right to terminate for non-delivery under section 28 — are not affected.
Examples of issues outside our reasonable control include:
- incorrect or incomplete delivery address provided by you;
- address not reasonably accessible or unsafe to access;
- severe weather, strikes, peak-season congestion, or other force-majeure events;
- customs inspections and clearance delays.
Split shipments
We may ship items separately to expedite delivery at no extra cost to you. You'll receive tracking for each parcel as applicable.
Fraud screening & verification
Orders may be subject to verification checks before dispatch. We will notify you if additional information is needed, which may delay shipment.
Contact us
Questions about shipping? Email us at info@vaultskin.com.