Shipping Policy

Last updated: August 2026

Thank you for shopping with PROPERDRY. This Shipping Policy explains how orders placed through properdry.co.uk are processed, shipped, tracked, and delivered.

This Shipping Policy forms part of our Terms of Service and should be read together with our Refund Policy and Privacy Policy.

1. Shipping Destinations

We currently ship to eligible addresses within the United Kingdom and selected European countries.

Available destinations will be displayed at checkout. We reserve the right to refuse or cancel an order where delivery is unavailable, restricted, commercially impracticable, or prohibited by law, carrier rules, customs requirements, sanctions, or other applicable restrictions.

Orders placed for delivery to unsupported destinations may be cancelled and refunded to the original payment method.

2. Processing Time

Orders are normally prepared and processed within 1–3 business days after payment authorisation and any required fraud or address verification.

Business days are Monday to Friday and exclude weekends, public holidays, bank holidays, and carrier holidays in the United Kingdom, the destination country, or any country through which the shipment travels.

During periods of high demand, product launches, promotional events, public holidays, adverse weather, or unusually high order volumes, processing may take longer.

An order may also be delayed while we verify payment, identity, billing information, shipping information, suspected fraudulent activity, or any other information reasonably required to process the transaction safely.

3. Estimated Shipping Time

Due to high demand, the current estimated delivery timeframe is:

United Kingdom and Europe: 10–14 business days

Unless expressly stated otherwise, this timeframe begins after the order has been processed and accepted for shipment.

All delivery dates and timeframes are estimates rather than guarantees. Delivery may occur sooner or later depending on the destination, carrier network, customs processing, local delivery conditions, peak periods, and circumstances outside our reasonable control.

Nothing in this Shipping Policy affects any mandatory legal right relating to delivery within an agreed timeframe or, where no timeframe has been agreed, within the period required by applicable law.

4. Order Changes and Cancellation Requests

Orders are transmitted to our processing and fulfilment systems shortly after they are placed. For this reason, we cannot guarantee that an order can be changed or cancelled after it has been submitted .

Once an order has entered processing, fulfilment, packaging, or shipment, we may be unable to stop it, change its contents, change its size or colour, or modify its delivery address.

Sending us an email requesting cancellation does not mean that the order has been cancelled. A cancellation is only confirmed when we send you written confirmation that the order was successfully stopped and cancelled.

If you notice an error immediately after ordering, contact us as soon as possible at hello@properdry.co.uk. We will make reasonable efforts to assist, but no change or cancellation can be guaranteed.

Where we cannot stop an order before shipment, the order may continue to its destination. Any request to return an eligible product after delivery will be handled in accordance with our Refund Policy and applicable consumer law.

Nothing in this section removes or restricts any mandatory statutory cancellation, withdrawal, return, refund, or consumer-protection right.

5. Hygiene-Sealed Products

PROPERDRY products include underwear and other intimate, hygiene-sensitive apparel.

Where a product is supplied with a hygiene seal or sealed protective packaging, customers should not open, remove, break, or compromise the seal unless they intend to keep the product.

Subject to applicable law, products that are not suitable for return for health-protection or hygiene reasons may cease to be eligible for cancellation or return once the hygiene seal or protective packaging has been opened after delivery.

Products that have been worn, washed, stained, soiled, altered, damaged, or tried on against the body cannot be returned for a change-of-mind refund, except where a remedy is required because the product is faulty, damaged, incorrectly supplied, or not as described.

Full conditions are explained in our Refund Policy.

6. Tracking Information

Where tracking is available, tracking details will normally be sent to the email address provided at checkout once the order has been dispatched or registered with the carrier.

Tracking information may take several business days to become active after a shipping confirmation is issued. This can occur while a package is being transferred between fulfilment centres, logistics providers, customs facilities, or last-mile carriers.

A temporary lack of tracking updates does not necessarily mean that a package has been lost or that it is not moving through the delivery network.

Some shipments may use more than one logistics provider. Tracking may therefore change or transfer to a local last-mile carrier once the shipment reaches the destination country.

7. Split Shipments

Items from the same order may occasionally be shipped separately due to stock availability, package size, fulfilment location, or carrier requirements.

Separate packages may arrive on different dates and may have different tracking numbers. A customer will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments.

8. Customs, Import VAT and Duties

Orders shipped internationally may be reviewed by customs or other border authorities.

Unless checkout expressly states that all applicable import charges are included, the recipient may be responsible for import VAT, customs duties, handling charges, brokerage charges, or other local fees imposed by the destination country or carrier.

Such charges are controlled by government authorities, customs agencies, postal services, or delivery providers and may be outside our direct control.

Customers are responsible for ensuring that the products they order can lawfully be imported into the destination country and for providing any information reasonably requested by customs or the carrier.

Refusing to pay a lawful import charge or refusing delivery does not automatically entitle the customer to a full refund. Any refund that may be available will be determined after the package is returned to us or our designated return facility and may be reduced by non-refundable shipping, customs, carrier, return, or handling costs to the extent permitted by law.

Nothing in this section makes the customer responsible for a tax, customs charge, or fee that applicable law requires us to collect, disclose, or pay.

9. Shipping Delays

Delivery may be delayed by circumstances including:

• high order volumes or increased demand;
• carrier congestion or capacity limitations;
• customs inspections or border processing;
• incorrect or incomplete delivery information;
• public holidays, bank holidays, or peak shopping periods;
• adverse weather or natural disasters;
• transport disruption, strikes, or industrial action;
• security incidents, civil disruption, or governmental action;
• remote-area delivery restrictions;
• failed delivery attempts;
• postal or carrier network interruptions;
• events outside our reasonable control.

To the maximum extent permitted by law, PROPERDRY and Digital Edamon Ltd shall not be liable for indirect, consequential, or business losses resulting from a delay outside our reasonable control.

We will, where reasonably possible, assist with tracking enquiries and carrier investigations. This does not affect any mandatory rights concerning late or non-delivery.

10. Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout, including:

• the recipient’s full name;
• house number and street name;
• flat, apartment, unit, building, or floor number;
• city or locality;
• postcode or postal code;
• destination country;
• any necessary delivery or access instructions.

We cannot guarantee that an address can be changed once an order has been submitted or entered processing.

If a package is delayed, lost, returned, misdelivered, or destroyed because the customer supplied incorrect, incomplete, misleading, or undeliverable information, we may require payment of additional shipping or handling costs before resending the order.

Where a shipment is returned to us, any refund or reshipment will be assessed after the package has been received and inspected. Original shipping costs, return-to-sender charges, customs charges, and additional carrier fees may be deducted to the extent permitted by applicable law.

11. Delivery Attempts and Unclaimed Packages

Customers are responsible for monitoring their tracking information and taking reasonable steps to receive the package.

A carrier may leave a package in a safe place, with a neighbour, at a collection point, or according to the delivery preference associated with the address or carrier account.

If delivery is attempted, the customer may be required to rearrange delivery or collect the package within the carrier’s stated period.

Packages that are refused, not collected, or returned because the recipient was unavailable may be subject to additional delivery, return, customs, or handling costs.

Refusing a delivery does not constitute an effective exercise of a statutory right of withdrawal by itself. Customers wishing to exercise a legal right to cancel should contact us clearly in writing.

12. Packages Marked as Delivered

Where carrier tracking shows that a package was delivered, customers should first:

• check the delivery address entered at checkout;
• check any safe place, letterbox, reception, porch, or entrance;
• ask household members, neighbours, reception staff, or building staff;
• review any delivery photograph or carrier notification;
• contact the local carrier or delivery office where appropriate.

If the package still cannot be located, contact us promptly at hello@properdry.co.uk.

Carrier tracking, GPS information, delivery photographs, signatures, delivery scans, and other carrier records may be used when investigating a delivery claim or responding to a payment dispute.

A carrier’s “delivered” scan does not automatically prevent further investigation where there is credible evidence that the package was not delivered correctly.

13. Lost Packages

A package will not normally be treated as lost solely because tracking has not updated for several days or because delivery has exceeded the estimated timeframe.

Before determining that a shipment is lost, we may require the customer to allow a reasonable investigation period and cooperate with requests from us, the carrier, postal service, customs authority, insurer, or fulfilment provider.

If a package is confirmed as lost, we will provide an appropriate remedy, which may include replacement or refund, subject to applicable law and the circumstances of the claim.

We may refuse or limit a claim where there is evidence of fraud, abuse, repeated unsupported claims, inaccurate delivery information, refusal to cooperate with an investigation, or delivery to the address authorised by the customer.

14. Damaged Packages and Incorrect Items

If an order arrives visibly damaged, defective, incomplete, or contains the wrong product, contact us as soon as reasonably possible at hello@properdry.co.uk.

To allow us to investigate, we may request:

• the order number;
• clear photographs of the product;
• photographs of the external packaging;
• photographs of the shipping label;
• a description of the issue;
• confirmation of the items received.

Customers should retain the products and packaging until we confirm that they may be discarded or returned.

Where a product is confirmed to be damaged, faulty, incorrectly supplied, or not as described, we will provide an appropriate remedy in accordance with applicable law and our Refund Policy.

15. Reporting Delivery Problems

Please report an apparent lost, damaged, incomplete, or misdelivered package within 30 days of the estimated delivery date so that we can investigate while relevant carrier records remain available.

Failure to report an issue within this period may make a carrier investigation more difficult. However, this reporting request does not remove any mandatory statutory rights or legal limitation period.

16. Risk of Loss

Where we arrange delivery to a consumer, the products remain at our risk until they are delivered into the physical possession of the customer or a person identified by the customer to receive them.

If the customer independently instructs a carrier that was not offered or arranged by us, risk may pass when the goods are delivered to that carrier, to the extent permitted by applicable law.

17. Fraudulent or Abusive Delivery Claims

We reserve the right to investigate delivery claims and to provide relevant evidence to carriers, payment providers, insurers, fraud-prevention providers, legal advisers, law-enforcement authorities, or other authorised parties where reasonably necessary.

Relevant evidence may include order records, tracking data, delivery scans, GPS data, delivery photographs, signatures, IP addresses, device information, billing and shipping details, communication records, and previous claim history.

We may refuse future service or cancel future orders where we reasonably suspect fraud, chargeback abuse, repeated false claims, use of multiple identities, or attempts to bypass previous restrictions.

18. Events Outside Our Reasonable Control

We shall not be responsible for a failure or delay caused by an event outside our reasonable control, including transport disruption, customs delay, natural disaster, extreme weather, epidemic, pandemic, war, terrorism, civil unrest, labour dispute, governmental action, carrier failure, infrastructure outage, or interruption of postal or logistics networks.

Where such an event occurs, our obligations may be suspended for the duration of the event. We will take reasonable steps to reduce the effects and resume performance when reasonably possible.

Nothing in this section limits any right the customer may have to cancel because delivery has not occurred within a legally required or specifically agreed period.

19. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes in destinations, delivery partners, fulfilment procedures, estimated delivery times, customs arrangements, legal requirements, or business operations.

The updated version will be posted on this page with a revised “Last updated” date. Unless applicable law requires otherwise, changes will apply to orders placed after the updated version is published.

20. Contact

PROPERDRY
Operated by Digital Edamon Ltd
10 Coldbath Square
London, EC1R 5HL
United Kingdom
Company No. 10704666
Email: hello@properdry.co.uk
Website: properdry.co.uk