Shipping policy

Shipping & Delivery Policy

Production and Delivery Times

Products may have a production or processing period before dispatch. The current estimated production timeframe is displayed on the relevant product page.

Delivery estimates shown on our website, at checkout or in order communications normally begin after dispatch unless expressly stated otherwise.

Delays may occasionally occur because of customs processing, severe weather, transport disruption, strikes, local delivery networks or other circumstances outside our reasonable control.

Unless we have expressly agreed a specific guaranteed delivery date, delivery timeframes are estimates and are not contractual deadlines. Delivery taking a few days longer than estimated does not automatically entitle the customer to cancel or receive a refund.

If an order is not delivered within an expressly agreed deadline or the period required by applicable law, please contact us. Where applicable, the customer may be required to allow a reasonable additional period for delivery before cancelling, unless delivery by a specific date was essential and this was communicated and agreed before ordering.

Tracking and Delivery Services

Orders are sent using tracked delivery services. Once your order has been dispatched, we will provide tracking information where available.

Tracking updates are supplied by the relevant carrier and may not update continuously while a parcel is moving between facilities, countries or customs authorities.

The goods remain at our risk until they are delivered into the physical possession of you or a person identified by you to receive them, except where you independently commission a carrier that we did not offer or nominate.

Delivery Address

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

Please contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order has entered production or been dispatched.

If an incorrect or incomplete address supplied by the customer causes a parcel to be delayed or returned, we may require payment of the reasonable additional delivery costs before arranging redelivery.

Where an order cannot be recovered or redelivered because of incorrect information supplied by the customer, we may seek to recover the actual and reasonable losses directly caused by that error, to the extent permitted by applicable law.

Receiving Your Order

Customers should monitor their tracking information and make reasonable arrangements to receive, rearrange or collect a delivery where required.

Once dispatched, the recipient may need to communicate with UPS, DHL or their local delivery partner to arrange delivery, collection, customs clearance or address confirmation. We will provide reasonable assistance where possible.

If delivery cannot be completed because nobody is available, the parcel is not collected or reasonable carrier instructions are not followed, it may be returned to us. We may offer redelivery subject to payment of the additional delivery cost.

Nothing in this section transfers the carrier’s responsibility to the customer before delivery or limits any mandatory consumer rights.

Delivery Appointments and Consequential Costs

Delivery dates, estimated arrival times and delivery windows supplied by a carrier may change and are not guaranteed unless expressly confirmed as guaranteed.

Customers should not take time off work, arrange travel, engage installers or incur other costs solely in reliance on an estimated delivery date or time.

To the fullest extent permitted by applicable law, DesktopCockpits is not responsible for loss of earnings, annual leave, travel expenses, installer charges or other indirect or consequential costs arising from a delayed, missed, rearranged or unsuccessful delivery.

This does not exclude any liability that cannot legally be excluded, affect your statutory delivery rights or remove our responsibility to provide an appropriate remedy where an order is lost or is not delivered within the period required by applicable law.

Delayed or Lost Parcels

A temporary absence of tracking updates, customs hold or carrier delay does not by itself establish that a parcel has been lost.

If an order is delayed, please contact us so that we can investigate with the carrier. We may ask you to confirm delivery details or complete reasonable documentation required for the investigation.

We will not normally issue a replacement or refund while the carrier confirms that a parcel remains in transit and delivery is still reasonably expected. However, a carrier investigation does not remove or postpone any right you may have if delivery has not occurred within an agreed period or within the period required by applicable law.

If a parcel is confirmed or reasonably determined to be lost, we will provide an appropriate remedy, which may include replacement or refund, in accordance with applicable law.

Damaged Deliveries

If your order arrives visibly damaged, please photograph the outer packaging and product before use where reasonably possible, retain the packaging and contact us as soon as possible.

We may request photographs, videos or other reasonable information to establish the damage, help diagnose the problem and support a carrier or insurance claim. Failure to provide photographs will not automatically remove your statutory rights where other satisfactory evidence is available.

Please do not attempt to repair or modify a damaged product before contacting us, as doing so could make it more difficult to identify the original problem.

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

International Orders, Import Charges and DAP Delivery

Unless expressly stated otherwise at checkout, orders delivered outside the United Kingdom are sent on a Delivered at Place (DAP) basis.

Under DAP delivery, we arrange transportation to the delivery destination, but the recipient is responsible for completing any required import clearance and paying applicable:

  • Bray import duties;

  • import VAT, GST or sales taxes;

  • customs-clearance or brokerage fees;

  • carrier administration or disbursement fees; and

  • other charges imposed by the destination country, customs authority or carrier.

These charges are not included in the product price or shipping charge paid to DesktopCockpits unless we expressly state otherwise.

Customers should check likely import charges and local import requirements before ordering. We cannot guarantee estimates supplied by third-party calculators, carriers or customs authorities.

DAP describes the allocation of import clearance and import charges. It does not override mandatory consumer protection rules concerning delivery, cancellation rights or the passing of risk.

Import charges paid directly to a carrier, customs authority or tax authority are not collected by DesktopCockpits and cannot be refunded by us. If goods are subsequently returned, the customer may need to apply separately to the relevant authority for any available repayment.

Customs Clearance

The recipient is responsible for providing any information, identification, authorisation or payment reasonably required by the carrier or customs authority to clear the shipment.

This may include responding to requests from UPS, DHL, their delivery partners, a customs broker or the destination’s customs authority.

We are not able to control customs assessments, inspections, local import requirements or processing times. Customs processing may add several days or, occasionally, several weeks to delivery.

If a customs issue results from an error in documentation supplied by DesktopCockpits, we will take reasonable steps to help correct it.

Refused, Uncollected or Returned Parcels

Refusing delivery does not necessarily constitute a valid cancellation. Customers wishing to exercise an applicable statutory cancellation right should notify us clearly using the process explained in our Return and Refund Policy.

If a customer refuses delivery, declines to pay import charges, 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, stored, abandoned, destroyed or retained by the carrier or customs authority.

Where a parcel is returned to DesktopCockpits, we may offer redelivery subject to payment of the additional delivery and carrier costs.

If the customer has exercised a valid statutory cancellation right, the refund will be handled in accordance with our Return and Refund Policy and applicable law.

Where no statutory cancellation right has been exercised and we agree to cancel or refund an order, we may deduct the actual, reasonable and unrecoverable costs directly caused by the refusal, failure to collect or failure to complete customs clearance. These may include:

  • outbound or return shipping charges;

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

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

  • other direct and non-recoverable charges imposed by the carrier or customs authority.

If the parcel is abandoned, destroyed, seized, retained or otherwise cannot be recovered because the customer failed to complete required import or delivery steps, any refund may be reduced, potentially to zero, only to the extent that our actual and reasonable unrecoverable loss equals or exceeds the amount otherwise refundable and applicable law permits the deduction.

We will not deduct costs resulting from an error by DesktopCockpits or its chosen carrier. Nothing in this section affects statutory rights where an item is faulty, damaged or not as described.

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 applicable local customs and import requirements for international orders.