Shipping policy

Shipping & Delivery Policy

Delivery Times and Tracking

All delivery timeframes shown on our website, in checkout, or in order communications are estimates only and are not guaranteed delivery dates.

Orders are sent using tracked delivery services. Once dispatched, you will receive tracking information where available. International shipments may be subject to carrier handling, customs clearance and local delivery processes, which can affect delivery times.

DesktopCockpits is not responsible for delays caused by shipping carriers, customs authorities, border controls, weather, transport disruption, local delivery networks, strikes, or other events outside our reasonable control.

A delivery delay, including a customs delay, does not by itself mean that a parcel is lost or entitle the customer to a refund or replacement.

Delivery Address and Receiving Your Order

Customers are responsible for providing a complete and accurate delivery address, including any required apartment, unit, building, postcode, telephone number or other delivery information.

Please check your delivery address carefully before placing your order. Where a parcel is delayed, returned, lost or misdelivered as a direct result of an incorrect or incomplete address supplied by the customer, DesktopCockpits may deduct any unrecoverable costs from a refund, including shipping, return shipping, carrier administration charges and other direct carrier costs.

Customers are responsible for ensuring that someone is available to receive the delivery where a signature or handover is required. Customers should also monitor tracking information and make reasonable efforts to rearrange delivery or collection where necessary.

DesktopCockpits cannot accept responsibility for missed delivery attempts caused by the recipient’s absence, failure to collect a parcel, or failure to follow carrier delivery instructions.

Once an order has been dispatched, the customer may need to communicate directly with the local carrier to arrange delivery, collection, redelivery, customs clearance or address confirmation. We will provide reasonable assistance where possible.

Delayed, Lost or Damaged Parcels

A parcel will not be treated as lost solely because tracking has not updated for a period of time, or because it is subject to a customs hold or carrier delay.

Where a parcel is delayed but remains in transit, we will monitor the shipment and support the carrier’s investigation or resolution process where appropriate. Refunds or replacements will not normally be issued while the carrier confirms that the parcel remains in transit.

If a parcel is confirmed as lost by the shipping carrier following its formal investigation process, DesktopCockpits will arrange an appropriate resolution, which may include a replacement or refund.

If an order arrives visibly damaged, please take photographs of the outer packaging and the item before use, where possible, and contact us as soon as possible. We may request photographs, videos or other reasonable evidence to support a carrier claim and arrange the appropriate resolution.

All orders are sent using tracked services and are insured where available. This policy does not affect your statutory rights where goods are faulty, damaged, or not as described.

International Orders, Duties and Customs

Orders shipped outside the United Kingdom are generally sent on a Delivered at Place (DAP) basis unless clearly stated otherwise at checkout.

This means that the customer is responsible for any import duties, VAT, sales taxes, customs clearance fees, brokerage fees, carrier administration charges or other charges imposed by the destination country, customs authority or carrier.

These charges are not included in the product price or shipping price unless explicitly stated otherwise. Customers should check the likely import charges and local import requirements before placing an order.

The customer is responsible for providing any information, identification, authorisation or payment required by customs authorities or the carrier to clear the shipment. This may include responding to requests from UPS, the local courier, customs authorities or a broker.

DesktopCockpits cannot control customs decisions, import assessments, local regulations, inspection requirements or customs processing times. Customs delays, additional charges, requests for information or disputes with customs authorities do not constitute grounds for a refund or replacement while the shipment remains in transit or under customs control.

For certain destinations, customs processing and local delivery arrangements may add several days or, in some cases, several weeks to the estimated delivery time.

Refused, Uncollected or Returned International Parcels

If a customer refuses delivery, declines to pay import duties or taxes, does not provide required customs information, fails to complete customs clearance, or does not collect a parcel within the carrier’s required timeframe, the parcel may be returned to us, abandoned, destroyed or retained by the carrier or customs authority.

Where a parcel is returned to DesktopCockpits, any refund will be processed only after the item has been received back and inspected.

Any refund will be reduced by the actual, unrecoverable costs incurred as a direct result of the refused, uncollected or returned shipment. These costs may include:

  • the original outbound shipping charge;

  • return shipping charges;

  • import duties, VAT, taxes or customs charges charged back to us;

  • carrier, customs, storage, handling, brokerage or administration fees; and

  • any other direct and non-recoverable costs charged by the carrier or customs authority.

If the parcel is not returned to us, or is abandoned, destroyed, seized, retained or otherwise not recoverable, no refund will be due.

This section does not affect your statutory rights where an item is faulty, damaged, or does not match the agreed specification.

Product Classification

For customs purposes, DesktopCockpits products are typically declared under HS code 9504.50 / 9504500000, described as video game or simulation machines for consumer use.

DesktopCockpits products are designed for home computer and flight simulation use only. They are not supplied or certified for aviation, aircraft operation, professional aviation training, safety-critical use or commercial flight instruction.

Contacting Us About Delivery

For delivery, tracking, customs or damage-related queries, please contact us as soon as possible and include your order number, tracking number and any relevant photographs or correspondence from the carrier or customs authority.

We will make reasonable efforts to assist, but customers remain responsible for complying with local customs and import requirements for international orders.