Shipping & Delivery Policy

Effective date: 31 August 2026
Last updated: 16 September 2026

This Shipping & Delivery Policy applies to orders placed through acereactive.com, operated by ACERE LTD, trading as Acere (“Acere”, “we”, “us” or “our”).

1. Order Processing

After placing an order, you will receive an order confirmation email containing your order details.

Please check your order and delivery information carefully. If you notice an error, contact us as soon as possible at:

info@acereactive.com

We cannot guarantee that changes can be made once an order has been processed or dispatched.

Processing Times

We aim to process orders within 1 business day of the order being placed.

Orders placed on weekends or UK public holidays will normally begin processing on the next business day.

During product launches, limited releases, promotional periods or other periods of unusually high demand, processing may take slightly longer. Where possible, we will communicate significant delays to affected customers.

Processing time is separate from the estimated delivery time.

2. UK Delivery

UK orders are dispatched using Royal Mail.

Available Royal Mail delivery services and the applicable delivery charge will be displayed during checkout.

The delivery option you select will determine the estimated delivery timeframe.

Delivery estimates begin once your order has been dispatched and do not include our order processing time.

3. International Delivery

We may offer international delivery to selected countries and regions.

The destinations currently available for delivery will be shown during checkout. If your country or region is not available to select, we are currently unable to ship your order to that destination.

International delivery charges may vary depending on your destination, parcel weight and the delivery service selected.

The applicable delivery charge will be displayed before you complete your purchase.

International delivery times may be longer than UK delivery times and may be affected by customs processing in the destination country.

4. Customs, Import Duties and Taxes

Orders delivered outside the United Kingdom may be subject to import duties, customs charges, taxes or other fees imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or delivery charge and may be payable by the recipient.

Acere does not control charges imposed by foreign customs or tax authorities.

Customers are responsible for checking any import requirements and charges that may apply in their destination country before ordering.

Customs procedures may also cause delays to international deliveries that are outside our reasonable control.

5. Dispatch & Tracking

Once your order has been dispatched, we will send you a shipping confirmation.

Where tracking is available for the delivery service selected, your shipping confirmation will include tracking information that can be used to follow the progress of your delivery.

Tracking information may take some time to update after your parcel has been handed to the delivery carrier.

6. Delivery Times

Delivery times displayed on our Website or during checkout are estimates unless we expressly state otherwise.

While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control, including:

• Royal Mail or other carrier delays

• Severe weather

• Customs processing

• Transport disruption

• Public holidays

• Unusually high delivery volumes

• Events outside our reasonable control

Where no specific delivery period has been agreed, we will deliver your goods within the timeframe required by applicable consumer law.

7. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery details carefully before completing checkout.

If you notice an error after placing an order, contact us immediately at info@acereactive.com.

We will make reasonable efforts to update the address where possible, but we cannot guarantee that changes can be made after an order has entered processing or been dispatched.

8. Incorrect Addresses & Returned Parcels

If an order cannot be delivered because the delivery information provided by the customer was incorrect or incomplete, the parcel may be returned to us.

If this happens, we will contact you to discuss the available options.

Where appropriate, you may be required to pay an additional delivery charge before the order can be dispatched again, provided the failed delivery resulted from incorrect or incomplete information supplied by you.

This does not affect your statutory rights.

9. Lost Orders

If you believe your order has been lost in transit, please contact us at:

info@acereactive.com

Please provide your order number and relevant delivery information.

We will investigate the delivery with Royal Mail or the applicable delivery carrier.

Where an order is confirmed as lost before delivery to you or a person you have identified to receive the goods, we will provide an appropriate replacement or refund in accordance with your legal rights.

10. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible at:

info@acereactive.com

Please provide your order number, details of the damage and, where possible, photographs of the packaging and affected item.

We will assess the issue and arrange an appropriate resolution.

Your statutory rights in relation to damaged or faulty goods are not affected.

11. Failed or Missed Deliveries

If Royal Mail or another delivery provider is unable to complete delivery, they may leave instructions explaining how to arrange redelivery or collect your parcel.

It is the customer's responsibility to follow the carrier's instructions within the applicable timeframe.

If a parcel is subsequently returned to Acere, please contact us so we can discuss the available options.

Additional delivery charges may apply if you ask us to resend an order following an unsuccessful delivery that was not caused by Acere.

12. Returns

Delivery and returns are governed separately.

For information about returning an item, return postage and refunds, please see our Returns & Refund Policy.

13. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to our delivery services, available destinations, business practices or legal requirements.

Any changes will be published on this page and the “Last updated” date will be updated accordingly.

Changes will not affect rights that have already arisen in relation to an existing order.

14. Contact Us

If you have any questions about shipping or an existing order, please contact:

ACERE LTD
Trading as Acere

Company number: 17274069

Registered office:
66 Paul Street
London
England
EC2A 4NA
United Kingdom

Email: info@acereactive.com

Please note that our registered office is not our returns address. Returns should be sent only in accordance with the instructions provided in our Returns & Refund Policy.