Shipping policy

Last updated: 2 October 2026

1. Where we ship

We ship to the United States, Canada, the United Kingdom, Ireland, France, Spain, Portugal, Italy, Switzerland, Luxembourg, Denmark, Norway, Finland, Australia, New Zealand and Japan. We cannot deliver to other countries.

Deliveries to remote areas and islands may take longer than the estimates below. Some special territories are outside the EU VAT area (for example, the Canary Islands, Ceuta and Melilla); for these, VAT may not be collected at checkout and local import taxes may apply.

2. Shipping costs

Shipping is free and tracked on all orders to every country listed above, with no minimum order value.

3. Order processing

We process orders within 1–3 business days; this processing time is included in the 7–14 business day delivery estimate below. Business days are Monday to Friday, excluding public holidays. Orders placed at weekends or on public holidays are processed from the next business day. During peak periods, processing may occasionally take a little longer; if your order is affected, we will let you know.

Need to change your delivery address or your order? Email us as soon as possible. We can usually make changes before your order has been processed for shipping, but not once it has been dispatched.

4. Delivery times

Destination	Estimated delivery (from your order)
United States and Canada	7–14 business days
United Kingdom and Ireland	7–14 business days
France, Spain, Portugal, Italy, Luxembourg, Denmark, Finland, Switzerland and Norway	7–14 business days
Australia and New Zealand	7–14 business days
Japan	7–14 business days

All delivery times are estimates, not guarantees. Deliveries can take longer during peak seasons, to remote areas, because of customs checks or because of carrier delays and other events outside our control. If your order is late, see Sections 8 and 10.

5. How to track your order

1. When your order ships, we email you a shipping confirmation with your tracking number and a tracking link.
2. Click the link or enter the tracking number on the carrier's website. If you have a customer account, you can also check your order status there.
3. Allow a few business days for the first tracking update to appear. International parcels may show no updates while they travel between countries or go through customs, and tracking may continue under the local delivery carrier in your country.
4. Can't find the email? Check your spam or junk folder, then contact us with your order number.

6. Where orders ship from and split shipments

Our products are shipped by third-party fulfilment partners from different warehouses, which are sometimes located outside your country. If your order contains several items, they may arrive in separate parcels on different days, each with its own tracking number. Shipping remains free for every parcel. If you live in the EU, EEA or UK and your order arrives in several parcels, your 14-day withdrawal period starts when the last item is delivered.

7. Customs, duties and taxes

The prices shown in our store are what you pay for the goods, and shipping is free. Any taxes that apply to your order are calculated and shown at checkout before you pay.

• Taxes collected at checkout. Where the law requires it, we calculate and collect taxes at checkout – for example, VAT on low-value imports into the EU under the Import One-Stop Shop (IOSS) scheme, UK VAT, Australian and New Zealand GST, Norwegian VAT under the VOEC scheme and, where applicable, Swiss VAT. Where taxes or duties have been collected at checkout, you should not have to pay them again on delivery.
• Other cases. Local import duties, taxes and carrier handling fees may apply on import and are the recipient's responsibility. They are set by your country's customs authority and the carrier, not by us.
• Not sure? Contact us before paying. If a carrier asks you to pay import charges that you were not expecting, please email us before you pay so that we can check the shipment with you.
• Refusing import charges. If you refuse to pay import charges that were not collected at checkout, the parcel may be returned to us or abandoned by the carrier. See "Failed delivery and uncollected parcels" in Section 8.

8. Delivery problems

Delayed parcels

If your parcel has not arrived by the end of its estimated delivery window, please check the tracking first and then contact us with your order number. We will check with the carrier and keep you updated. Most delayed parcels arrive within a few extra business days.

Lost parcels

We treat a parcel as lost if the carrier confirms that it is lost, if its tracking has not updated for 10 consecutive business days, or if it has not been delivered 10 business days after the end of its estimated delivery window. In any of these cases, contact us: we will open an investigation with the carrier and offer you a free replacement or a full refund, whichever you prefer – you do not have to wait for the carrier's investigation to finish.

Marked as delivered but not received

Please check around your property, your mailbox and any parcel locker or reception desk, ask your neighbours and household members, and allow 2 business days in case the parcel was scanned as delivered early. If you still cannot find it, email us as soon as possible (ideally within 14 days of the "delivered" status). We will open a claim with the carrier, which may ask you to sign a short statement confirming that you did not receive the parcel. If the carrier cannot confirm delivery to your address, we will send you a free replacement or give you a full refund.

Damaged parcels

If your parcel arrives damaged, please take photos of the packaging, the shipping label and the contents and email us within 30 days of delivery. We will send a free replacement or give you a full refund, as explained in our Refund & Return Policy.

Incorrect or incomplete address

Please check your delivery address carefully at checkout. If you notice a mistake, email us immediately – we can usually correct it before your order is processed for shipping. After dispatch, we will ask the carrier to redirect the parcel where possible, but we cannot guarantee this. If a parcel is returned to us because the address given at checkout was incorrect or incomplete, we will offer to reship it (we may ask you to cover the reshipping cost, which we will tell you in advance) or refund the product price once the parcel reaches us. If a parcel is lost because of an incorrect address, we will help you with the carrier, but we may not be able to offer a free replacement or refund. This does not affect your statutory rights.

Failed delivery and uncollected parcels

If no one is available to receive your parcel, the carrier will usually try again or leave a notice explaining where to collect it. Carriers only hold parcels for a limited time, so please collect yours promptly. If a parcel is not collected or delivery is refused, it may be returned to us. When it arrives, we will offer to reship it (a reshipping fee may apply, which we will tell you in advance) or refund the product price. If the return is treated as a change-of-mind return or a withdrawal, we may deduct the direct cost of returning the parcel to us where the law allows. Some carriers do not return unclaimed international parcels; if this happens, contact us and we will see what we can do. Your statutory rights are not affected.

9. Risk and ownership

If you are a consumer, we are responsible for your order until it is delivered to you or to a safe place or person you have nominated. Ownership passes to you on delivery, provided we have received full payment. See Section 9 of our Terms of Service.

10. Your rights if delivery is late

• EU, EEA and UK: if we fail to deliver within the agreed time or, if no time was agreed, within 30 days of the contract, you can ask us to deliver within an additional period that is appropriate in the circumstances. If we still do not deliver within that period, you can end the contract and receive a full refund. If delivery by a particular date was essential and you told us so before ordering, you can end the contract immediately if we miss that date.
• Canada: in some provinces (including Québec and Ontario), you may cancel an online purchase if it is not delivered within 30 days after the specified delivery date or, if no date was specified, within 30 days after you placed your order.
• Everywhere: our lost-parcel commitment in Section 8 applies, and nothing in this policy limits your statutory rights.

11. Contact us

Questions about shipping? Email contact@mendlyshop.com or use our contact form, quoting your order number.

Related information: Refund & Return Policy · Terms of Service · Right of Withdrawal (EU & UK) · Contact information