Shipping & Delivery Policy

Order Processing

• We prioritize efficiency: 99% of orders placed before 2 PM (local time) are processed on the same day.
• In rare cases, an order may take up to 2 business days to process. You’ll receive a confirmation email once your order is on its way.

Shipping Methods & Timelines

• Free Standard UK Delivery for orders over £500.
• There is no minimum order requirement; we ship all items, whether they are purchased in bulk or as a single item.
• For orders under £500, shipping fees apply based on your delivery address and chosen method (e.g., Royal Mail, Hermes, DPD).
• Estimated delivery times (once shipped):
  • UK Mainland: Typically, 2–5 working days
  • International (EU and elsewhere): please allow up to 10 working days (plus customs time)
• During high-demand periods, processing or delivery may take longer; we’ll notify you proactively.

Courier Partners

• We work with trusted carriers like Royal Mail, Hermes, and DPD to ensure safe and timely delivery.
• Courier dispatch (trackable) is available for larger orders and by request.
• Standard shipments via Royal Mail 2nd Class do not include tracking unless you upgrade. Please contact us if you’d like a quote for tracked delivery.

Order Tracking

• Once your order is dispatched, you’ll receive a Shipping Confirmation email with your tracking number (if applicable).
• Tracking updates may take up to 24 hours to appear in the courier’s system.
• A delivery confirmation email is sent when the courier marks it as delivered.

Delivery Expectations

• UK Mainland: Expect delivery within 5 working days from the order date.
• If you haven’t received your order within 6 working days, please contact: info@ardentwholesale.co.uk
• EU/International: Please allow additional time. Customs delays may occur.
• If stock availability or unexpected delays arise, our customer service team will contact you to offer updates or alternatives.

Returns, Damages & Errors

• Returns:
  • If you receive incorrect or damaged items, please notify us within 72 hours of delivery and include photos of both the damaged item and its packaging.
  • If the return occurs due to your error (e.g., wrong address or unwanted item), you’ll be responsible for return shipping costs.
• Address errors:
  • Please verify your address at checkout. If a package is returned due to an incorrect address, a 20% restocking fee applies; shipping fees are non‑refundable.
• Cancelled orders:
  • You may cancel within 24 hours of placing an order, provided it has not yet shipped.
• Refused deliveries:
  • If the courier returns an unaccepted package, a 50% restocking fee applies, and shipping charges remain non-refundable.

Exceptional Circumstances

• Severe weather, seasonal spikes, or courier disruptions may delay processing or delivery beyond stated timeframes. In such cases, our team will keep you informed.
• We’re not liable for delays due to customs clearance, especially on EU and international shipments.

Need Help?

• For any shipping-related queries, or if your delivery is late, please email info@ardentwholesale.co.uk.

Our customer service is available Monday to Friday (9 AM–5 PM GMT) and will respond promptly.