Shipping policy

Found Again Shipping & Delivery Policy

Version 1.0 | Effective date: 2 September 2026

1. About this policy

This policy explains how Hunt Retail Group Limited, trading as Found Again (we, us or our), processes, dispatches and delivers orders placed through www.foundagain.co.uk. It should be read alongside our Returns & Refund Policy and Terms and Conditions.

2. UK delivery options

Service	Price	Free delivery	Typical delivery
UK Standard Delivery	£3.49	Free on orders over £50	Usually 2–5 working days after dispatch
UK Next-Day Delivery	£4.99	Free on orders over £75	Next eligible working day after dispatch

 

UK delivery prices are charged per order, not by item or parcel weight. The applicable options and final charge are shown at checkout.

3. Dispatch times

Orders placed before 11:00am Monday to Friday will normally be dispatched on the same working day. Orders placed after 11:00am, at weekends or on a bank holiday will normally be dispatched on the next working day.

A working day means Monday to Friday, excluding UK bank holidays. During exceptionally busy periods, severe weather, courier disruption or other circumstances outside our reasonable control, dispatch may take longer. If a significant delay affects your order, we will contact you where reasonably possible.

4. Next-Day Delivery

Next-Day Delivery means delivery on the courier's next eligible working day after dispatch. Orders must be placed before the 11:00am working-day cut-off to be eligible for same-day dispatch.

An order placed after 11:00am on Friday will normally be dispatched on Monday and delivered on Tuesday, unless either day is a bank holiday.

Saturday, Sunday and bank-holiday delivery is not included unless it is specifically shown as available at checkout.

Next-Day Delivery may not be available to every postcode, including some remote or offshore destinations. Available services will be shown at checkout.

Although we and our delivery partners aim to meet the stated service, delivery dates are estimates unless we expressly agree otherwise.

5. Tracking and delivery notifications

We use tracked delivery services for customer orders. Once your order has been dispatched, tracking details will normally be sent to the email address or mobile number provided at checkout. Tracking may take a short time to update after the parcel is handed to the courier.

Please use the courier's tracking information and delivery options to manage any safe-place request, redirection or collection. Any instruction you give directly to the courier may affect how and where the parcel is delivered.

6. Delivery estimates

Delivery times shown on our website, at checkout or in a dispatch notification are estimates. They begin when the order is dispatched, not when it is placed. We are responsible for the goods until they are delivered to you, or to a person or place you have identified for delivery.

If a delivery is time-sensitive, please choose the fastest available service, but do not arrange an event, onward shipment or other commitment that depends solely on an estimated delivery date.

7. Address information

You are responsible for providing a complete and accurate delivery address, including the correct postcode and any apartment, unit or access information. Please check these details carefully before placing your order.

If you notice an error, contact us immediately through the customer-service details on our website. We will try to amend the address before dispatch, but we cannot guarantee that a change will be possible once an order has entered processing or has been handed to the courier.

If an order cannot be delivered because the address supplied was incorrect or incomplete, we may ask you to pay the reasonable cost of sending it again. This does not affect your statutory rights where the error was ours.

8. Missed, refused and unclaimed deliveries

If nobody is available to receive the parcel, the courier may follow your delivery instructions, leave it in an appropriate safe place, deliver it to a neighbour, take it to a collection point or attempt delivery again. The available options depend on the courier and service.

Please collect or rearrange delivery within the courier's stated time. If a parcel is refused, not collected or otherwise returned to us, we will contact you after it arrives back and is checked.

Where the return was caused by your refusal, failure to collect, incorrect address or another matter for which we were not responsible, we may deduct our reasonable direct return cost from any refund and may require payment of a new delivery charge before resending. We will not make deductions where doing so would conflict with your statutory rights.

9. Delayed or lost parcels

Please check the tracking link first. If the parcel is overdue and tracking does not explain the delay, contact us through the customer-service details on our website with your order number.

We may need to ask the courier to investigate. A parcel may only be treated as lost after the courier's investigation or loss period has been completed. We will keep you informed and, if the parcel is confirmed lost, offer an appropriate replacement where the one-off stock is still available or otherwise provide a refund in accordance with your legal rights.

Because most Found Again garments are unique, an identical replacement will not usually be possible.

10. Damaged parcels or missing items

If a parcel arrives visibly damaged, an item is missing or you receive the wrong item, please contact us as soon as reasonably possible. Keep the packaging and provide your order number, a description of the issue and clear photographs where requested. This helps us investigate with the courier and resolve the matter quickly.

Reporting evidence assists our investigation but does not reduce any statutory rights you have where goods are faulty, damaged, incorrect or not delivered.

11. International delivery

International delivery destinations, services, charges and estimates are shown at checkout where available. International delivery times vary by destination, courier and customs processing. Tracking will normally be provided.

Orders delivered outside the United Kingdom may be subject to import VAT, customs duty, handling charges or other local taxes. Unless the checkout expressly states that these charges are included, they are not included in our prices or delivery charge and are the customer's responsibility. We do not control these charges and cannot estimate them.

You must comply with the destination country's laws and provide any information reasonably required for customs clearance. Customs delays are outside our control. If an international parcel is refused, unclaimed or returned because charges were not paid or information was not supplied, we may deduct the reasonable direct return cost and any unrecoverable carrier or customs charges from the refund, to the extent permitted by law.

12. Large or unusual orders

Most orders will be sent using our usual parcel services. We may split a large order into more than one parcel or select an alternative tracked service where needed because of its size, weight, value or destination. This will not increase the delivery price already confirmed at checkout unless we contact you and you expressly agree to a change before dispatch.

13. Packaging

To reduce unnecessary waste, we may use recycled or reused outer packaging where it is clean, secure and suitable for protecting the order. The presentation or branding of an outer parcel may therefore vary.

14. Changes to an order

Orders move into processing quickly. We cannot guarantee that we can cancel an order, change its contents, combine separate orders or alter delivery details after it has been placed. Contact us immediately and we will help where reasonably possible. Your statutory cancellation and return rights are not affected.

15. Your consumer rights

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

16. Contact us

For delivery support, use the customer-service contact details published on www.foundagain.co.uk. Please include your order number and the delivery postcode so that we can locate the order quickly.