Shipping policy
SHIPPING POLICY — TRUE ORGONITE LTD
Last updated: 23 July 2026
1. ABOUT THIS SHIPPING POLICY
This Shipping Policy explains how products purchased through TrueOrgonite.com operated by:
True Orgonite Ltd
Company number: SC888691
Registered in Scotland
13 Holmwood
Largs
Scotland
KA30 8RY
United Kingdom
Email: hello@trueorgonite.com
This Shipping Policy should be read together with our Terms of Service and Refund Policy.
Nothing in this Shipping Policy affects your statutory consumer rights.
2. HOW TRUE ORGONITE FULFILMENT WORKS
True Orgonite works with independent makers and artisan creators (“Creators”) located in different countries around the world.
We do not operate a central warehouse holding all products.
Products may be:
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Made by an independent Creator.
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Stored by that Creator.
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Packaged by that Creator.
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Dispatched directly by that Creator to you on behalf of True Orgonite Ltd.
Although a Creator may physically dispatch your order, True Orgonite Ltd remains your contracting seller for purchases made through trueorgonite.com unless we expressly tell you otherwise before you place the order.
For questions, problems or complaints concerning an order, you should therefore contact True Orgonite, rather than attempting to resolve the matter directly with the Creator.
Contact:
We will communicate with the relevant Creator, carrier or fulfilment provider where necessary.
3. WHERE PRODUCTS ARE DISPATCHED FROM
True Orgonite works with Creators in multiple countries.
The dispatch country may therefore differ from your delivery country.
Where relevant, the product listing will identify the Creator and/or location from which the product is expected to be dispatched.
A Creator's country of residence and the country from which a particular product is dispatched may not always be the same.
This is particularly important for international orders because customs and import rules may depend on the actual dispatch location.
4. PROCESSING AND DISPATCH TIMES
Dispatch times vary between products and Creators.
Many True Orgonite products are handmade, and some may require preparation or production before dispatch.
Any specific processing or estimated dispatch period stated on the product listing forms part of the delivery information provided to you before purchase.
Processing time and delivery time are different:
Processing time is the time required to prepare your order for dispatch.
Delivery time is the estimated time taken by the postal or courier service after the order has been dispatched.
During particularly busy periods, holidays or exceptional circumstances, processing or delivery may take longer.
Where a material delay becomes known to us, we will take reasonable steps to keep you informed.
5. DELIVERY ESTIMATES
Estimated delivery times may be shown on the product page, at checkout, in your order confirmation or after dispatch.
Unless we expressly agree a guaranteed delivery date, delivery dates are estimates.
Factors that may affect delivery include:
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Dispatch location.
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Destination country.
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Postal or courier service.
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Customs clearance.
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Public holidays.
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Severe weather.
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Transport disruption.
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Local delivery conditions.
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Events outside our reasonable control.
However, an estimated delivery date does not remove your statutory rights regarding delayed delivery.
Unless a different delivery period has been agreed with you, goods will be delivered without undue delay and normally no later than 30 days after the contract is entered into, as required by applicable UK consumer law.
Where a longer period is required because a product is genuinely made to order, customised or subject to a stated production period, that information will be provided before purchase.
6. SHIPPING COSTS
Any shipping charge payable to True Orgonite will be shown before you complete your order.
Shipping costs may vary according to:
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Creator or dispatch location.
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Delivery destination.
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Product size.
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Product weight.
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Number of products.
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Number of Creators involved in the order.
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Delivery method.
Because products from different Creators may be dispatched separately, shipping may be calculated separately for different products or Creator locations.
The total shipping charge payable to True Orgonite will be shown at checkout before you place your order.
We will not add an undisclosed mandatory True Orgonite shipping charge after your order has been placed.
7. ORDERS CONTAINING PRODUCTS FROM DIFFERENT CREATORS
If you purchase products from more than one Creator, your order may be dispatched in separate packages.
This means:
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Products may leave from different countries.
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Products may have different tracking numbers.
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Products may arrive on different days.
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Each parcel may be subject to the customs rules applicable to that particular shipment.
Receiving one part of an order does not necessarily mean that the remaining products have been lost or delayed.
Where available, separate tracking information will be provided for each shipment.
8. TRACKING
Tracking information will normally be provided when an order is dispatched where the chosen postal or courier service provides tracking.
Tracking information may be supplied through:
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Your True Orgonite account.
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An automated dispatch email.
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A carrier notification.
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An update from True Orgonite.
Please allow time after dispatch for the carrier's tracking system to register the parcel.
In some cases, tracking information may take up to approximately three business days to begin showing movement.
International tracking may also pause temporarily while a shipment is:
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In transit between countries.
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Awaiting customs processing.
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Transferred between postal networks.
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Awaiting its first scan in the destination country.
A temporary absence of tracking updates does not necessarily mean the parcel has been lost.
9. DELIVERY ADDRESS
You are responsible for providing a complete and accurate delivery address when placing your order.
Please check your address carefully before completing checkout.
If you discover an error, contact us immediately at:
We will make reasonable efforts to correct the address before dispatch, but changes cannot always be made once fulfilment has started.
Where a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, reasonable additional costs associated with re-delivery may be payable by the customer where permitted by law.
This does not affect situations where the delivery failure was caused by True Orgonite, a Creator acting on our behalf, or the carrier.
10. RISK DURING DELIVERY
Products remain at True Orgonite's risk until they come into your physical possession or the physical possession of a person you have identified to receive them, except where applicable law provides otherwise.
A product is not automatically at your risk merely because it has been handed by a Creator to a postal service or courier selected as part of our fulfilment arrangements.
If a parcel is lost or damaged while being delivered through a delivery service arranged by True Orgonite or our Creator, please contact us.
We will investigate the matter with the Creator and/or carrier.
11. INTERNATIONAL SHIPPING, VAT, CUSTOMS AND IMPORT CHARGES
Because True Orgonite operates internationally, some orders will cross national borders.
Depending on the dispatch country, destination country, product classification, value and applicable law, a shipment may be subject to:
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Import VAT.
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Sales or consumption taxes.
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Customs duty.
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Customs processing charges.
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Postal or courier clearance fees.
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Other charges imposed by governmental authorities or carriers.
International tax and customs rules differ significantly between countries and may change.
For this reason, True Orgonite does not publish fixed customs thresholds in this Shipping Policy.
Where True Orgonite is legally required to collect a tax or charge at checkout, we will handle that charge in accordance with the applicable rules.
Where an import tax, customs duty or clearance charge is instead lawfully payable by the recipient on import and has not been collected at checkout, the recipient may be required to pay that charge before delivery.
Any such charge is imposed under the rules of the destination country and is not an additional shipping charge imposed by True Orgonite.
We will provide information about the expected dispatch location before purchase where relevant so that customers can make an informed purchasing decision.
Customs authorities retain responsibility for determining the final customs treatment of imported goods.
12. UK INTERNATIONAL IMPORTS
Orders delivered to the United Kingdom but dispatched from outside the UK may be treated as imports.
The tax and customs treatment depends on factors including:
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The value of the consignment.
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The nature of the goods.
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Where the goods are located when sold.
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The dispatch country.
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Applicable VAT and customs rules.
Where UK VAT must legally be collected at the point of sale, it will be dealt with in accordance with the applicable requirements.
For other shipments, import VAT, customs duty or carrier handling charges may become payable when the goods enter the UK.
UK rules relating to low-value imports are changing, so customers should not rely on older customs thresholds found on third-party websites.
13. EU AND OTHER INTERNATIONAL DESTINATIONS
Orders sent to customers in the European Union or other countries may similarly be subject to local VAT, customs duty or customs-processing rules.
Applicable charges depend on the destination and the rules in force when the goods are imported.
Customs regimes change periodically, so we do not guarantee a particular tax-free or duty-free threshold unless it is expressly confirmed for the specific transaction.
Where a tax or charge is collected by us during checkout, it will be identified as part of the transaction where applicable.
Where it is not collected by us and is lawfully payable on import, the recipient may be required to pay it to the relevant customs authority, postal service or courier.
14. UNEXPECTED OR DUPLICATE CUSTOMS CHARGES
If you believe you have been incorrectly or unexpectedly charged import tax, customs duty or a carrier fee, please contact us.
Send:
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Your order number.
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A photograph or copy of the customs notice.
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Details of the amount requested.
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The name of the courier or postal service.
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Any receipt if you have already paid the charge.
Email:
We will review the circumstances and, where appropriate, work with the Creator, carrier or relevant service provider to determine what has happened.
If a charge has arisen because of an error for which True Orgonite is legally responsible, we will take appropriate steps to correct the matter.
Where a charge is legitimately imposed by the destination country's authorities and was not collected at checkout, it may remain the responsibility of the recipient where applicable.
15. CUSTOMS DELAYS
International orders may occasionally be delayed by customs authorities.
Customs clearance is outside our direct control.
A parcel being held for customs processing does not necessarily mean there is a problem with the shipment.
Where a customs authority requests information from us or from the Creator, we will take reasonable steps to provide the necessary shipment information.
If your parcel appears to have been held for an unusually long period, contact:
and we will investigate.
16. REFUSING CUSTOMS CHARGES OR DELIVERY
Please contact us before intentionally refusing an international parcel because of a customs charge.
Simply refusing or failing to collect a parcel does not necessarily constitute valid cancellation of the contract.
Where you wish to exercise a statutory cancellation right, notify us clearly at:
If a shipment is returned because a legitimately payable import charge was refused, we will deal with the returned order in accordance with our Terms of Service, Refund Policy and applicable consumer law.
Nothing in this section affects your statutory cancellation or refund rights.
17. LOST OR DELAYED ORDERS
If your order has not arrived within the expected delivery period, contact:
Please include your order number.
True Orgonite will investigate the shipment and liaise with the relevant:
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Creator.
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Postal provider.
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Courier.
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Fulfilment provider.
You are not required to pursue the Creator yourself.
Where an order is lost in transit, True Orgonite will provide the remedy required by applicable consumer law, which may include replacement or refund as appropriate.
If goods are not delivered within an agreed delivery period or the period required by law, you may also have statutory rights to set an additional delivery period or, in certain circumstances, end the contract and receive a refund.
18. PARCEL MARKED DELIVERED BUT NOT RECEIVED
If tracking states that a parcel has been delivered but you have not received it:
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Check whether another member of your household accepted it.
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Check any safe place identified by the carrier.
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Check with neighbours where appropriate.
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Contact us at hello@trueorgonite.com.
We will then investigate with the Creator and carrier.
A carrier's tracking status alone does not remove any consumer rights you may have where the goods have not actually been delivered to you or to a person authorised by you.
19. DAMAGED ORDERS
If an order arrives damaged, please contact us as soon as reasonably possible.
Email:
Where possible, provide:
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Your order number.
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Photographs of the damaged product.
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Photographs of the outer packaging.
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Photographs of any internal protective packaging.
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A brief description of the damage.
This information helps us investigate the damage with the Creator and carrier.
Requesting photographs does not remove or reduce your statutory consumer rights.
Do not dispose of damaged packaging until we have had a reasonable opportunity to advise whether it is required for a carrier claim.
20. WRONG OR MISSING ITEMS
If:
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You receive the wrong product.
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Part of your order is missing.
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You receive another customer's product.
contact us at:
We will investigate and arrange an appropriate remedy.
Where the error is ours or that of a Creator acting on our behalf, you will not be required to bear reasonable costs necessary to correct it.
21. SHIPPING RESTRICTIONS
Certain products may not be available for delivery to every country.
Restrictions may arise because of:
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Product size or weight.
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Carrier restrictions.
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Customs requirements.
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Import restrictions.
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Excessive shipping costs.
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Insurance limitations.
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Creator delivery availability.
Where a product cannot be shipped to a particular destination, we will aim to identify that restriction on the product page or during checkout.
If we discover after ordering that we cannot lawfully or reasonably deliver an order to your destination, we will contact you and issue an appropriate refund if the order cannot be fulfilled.
22. RETURNS
Returns are governed by our Refund Policy and Terms of Service.
Because products may be dispatched from Creators in different countries, do not send a return directly to the Creator or to the original dispatch address unless True Orgonite has instructed you to do so.
Contact us first:
We will provide the appropriate return instructions.
Your statutory rights relating to cancellation, faulty goods, damaged goods and goods that are not as described remain unaffected.
23. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy when necessary to reflect changes to:
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Our Creator network.
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Shipping arrangements.
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Carriers.
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Customs procedures.
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Tax rules.
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Applicable law.
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True Orgonite's fulfilment processes.
The date at the top of this page will show when the policy was last updated.
Changes will not retrospectively remove statutory rights relating to an order already placed.
24. CONTACT TRUE ORGONITE
For shipping, delivery, tracking or customs questions, contact:
True Orgonite Ltd
Company number: SC888691
Registered in Scotland
13 Holmwood
Largs
Scotland
KA30 8RY
United Kingdom
Email: hello@trueorgonite.com
Website: trueorgonite.com
True Orgonite Ltd
From Belief to Knowledge.
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