SHIPPING POLICY
1. Order Processing
All orders are subject to a processing period of 1–3 business days before being handed off to the carrier. Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or holidays will begin processing on the next business day.
Please note: an order confirmation email does not mean your order has shipped. You will receive a separate shipping confirmation email with tracking information once your order has been dispatched.
2. Estimated Shipping Times
Once your order has been dispatched, estimated delivery times are as follows:
| United Kingdom | 2-5 business days |
| United States | 2-5 business days |
| Canada | 2-5 business days |
| Australia | 2-5 business days |
| New Zealand | 2-5 business days |
Total estimated delivery time = processing time (1–3 business days) + transit time.
All delivery times stated on our website, in emails or in any other communication are estimates only and do not constitute a guarantee. Resilea is not liable for delays caused by carriers, customs processing, weather events, natural disasters, pandemics, government actions or any other circumstances beyond our control.
3. Tracking Your Order
Every order is shipped with tracking. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to follow your shipment.
It is the customer's responsibility to monitor their tracking information. If tracking shows unusual activity or a delivery attempt, it is the customer's responsibility to follow up with the carrier directly or contact us promptly.
Please allow up to 48 hours after receiving your shipping confirmation for tracking information to update in the carrier's system.
4. Shipping Address and Customer Responsibility
The customer is solely responsible for providing a complete and accurate shipping address at the time of checkout. Resilea is not responsible for orders that are delayed, returned to sender, or lost due to incorrect, incomplete or outdated address information provided by the customer.
If an order is returned to us because of an incorrect address provided by the customer, the customer is responsible for any reshipment costs. If the customer requests a refund instead, any original shipping costs are non-refundable.
Address changes are only possible if requested before the order has been dispatched. Once an order is in transit, the shipping address cannot be modified.
5. Delivery and Risk of Loss
Risk of loss and title to products pass to the customer upon delivery to the carrier. Resilea is not responsible for any loss, theft, damage or delay that occurs after the order has been handed off to the shipping carrier.
An order is considered delivered when the carrier's tracking information confirms delivery to the shipping address provided by the customer. If tracking shows delivery but the customer claims the package was not received, the customer must:
- Check with household members, neighbours and building management;
- Check for a delivery notice or alternative drop-off location;
- Contact the carrier directly to open an investigation;
- Contact us at info@resilea.store within 7 calendar days of the confirmed delivery date.
Resilea is not obligated to issue a refund or reship an order when tracking confirms successful delivery. Any resolution offered in such cases is at our sole discretion.
6. Delayed or Missing Packages
If your tracking has not updated for more than 10 business days, or if your order has not arrived within 20 business days of the dispatch date, please contact us at info@resilea.store. We will work with the carrier to investigate.
Please do not file a chargeback or payment dispute before contacting us. Filing a dispute before allowing us to investigate and resolve the issue may result in delays to any resolution and may forfeit your eligibility for a replacement or refund.
Resilea reserves the right to wait for the carrier's investigation to conclude before issuing any refund or replacement. Carrier investigations may take up to 21 business days.
7. Customs, Duties and Taxes
For international shipments, the customer is responsible for all applicable customs duties, import taxes, brokerage fees and any other charges imposed by the destination country. These charges are not included in the product price or shipping cost and are not collected by Resilea.
Resilea has no control over customs policies or import regulations. We are not responsible for delays caused by customs inspections or processing.
If a customer refuses to pay customs duties and the package is returned to us or destroyed by customs, Resilea is not obligated to issue a refund. Any refund offered in such cases will be at our sole discretion and will exclude all original shipping costs.
8. Undeliverable and Refused Packages
If a package is returned to us because it was unclaimed, refused at delivery, or undeliverable for reasons within the customer's control, the customer is responsible for any reshipment costs. If a refund is requested instead, all original and return shipping costs will be deducted.
9. Order Modifications
Once an order has been placed, modifications (including changes to items, quantities or shipping address) can only be accommodated if the order has not yet been dispatched. Please contact us as soon as possible at info@resilea.store. We cannot guarantee that modifications will be possible.
10. Force Majeure
Resilea shall not be held liable for any failure or delay in fulfilling orders caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, government actions, carrier disruptions, war, civil unrest, power outages or supply chain interruptions.
11. Contact
For any shipping-related questions or concerns, please contact us at:
Email: info@resilea.store
We aim to respond to all enquiries within 1–2 business days.