Randello Shipping Policy

1 Introduction

Randello (“we”, “us” or “our”) is an online store located at randello.store. We operate a drop‑shipping business model, which means we do not hold inventory ourselves. Instead, we partner with several suppliers located in different countries who prepare and dispatch the products directly to you. Even though we do not ship the products ourselves, UK consumer law treats us as the retailer and requires us to provide clear pre‑contract information about prices, delivery arrangements, cancellation rights and other material information. This policy explains how our shipping works, how charges are calculated and your rights as a customer. By placing an order through Randello you agree to the terms set out below.

2 Order processing and fulfilment

•             Processing time. We typically process orders within 2–7 business days, but this can vary depending on the supplier. Some suppliers, particularly those located in Asia, have longer lead times of a month or more. The processing time is in addition to the transit time shown at checkout.

•             Address changes. Because orders are fulfilled by third‑party suppliers, we are usually unable to modify the delivery address once an order has been placed or dispatched. Please double‑check your delivery details during checkout.

•             Contract formation. By completing the checkout process you enter into a contract with us. Under the UK Consumer Rights Act 2015 we are obliged to deliver the goods without undue delay and no later than 30 days after the contract is formed, unless a different timeframe has been expressly agreed. If we fail to deliver within the agreed timeframe you may specify a further reasonable deadline and, if the goods still do not arrive, treat the contract as ended and receive a refund.

3 Shipping methods and costs

3.1 How shipping rates are determined

Randello uses multiple suppliers, each of whom sets their own shipping rates based on factors such as carrier, package weight and destination. Shipping costs may therefore vary from product to product. At checkout we calculate the shipping charges for your order based on the items in your basket and their originating suppliers. Where a flat‑rate or free‑shipping promotion applies, it will be clearly displayed. Otherwise, the shipping fee you see at checkout reflects the combined cost charged by the relevant suppliers.

In some situations we may not be able to calculate the exact shipping charge until your order is processed (for example, when a supplier only knows the final weight after packing). If this occurs we will contact you with an updated quote. We will never dispatch an order without your approval of any additional charges.

3.2 Split shipments and multiple suppliers

Because we work with several suppliers, items in the same order may ship separately. For logistical reasons a single product may also be dispatched from multiple warehouses, resulting in separate packages and additional shipping costs. Each shipment will have its own tracking number (see section 7). The total shipping cost charged at checkout covers all packages associated with your order.

3.3 Changes to shipping charges

Shipping fees are influenced by carrier rates, fuel surcharges and our suppliers’ own policies, all of which can change without notice. While we strive to keep our rates accurate, shipping fees may be updated periodically. Any change will be reflected on our website and at checkout. Once your order is confirmed we will honour the shipping cost shown, unless circumstances beyond our control (for example a sudden increase in freight cost or a miscalculation due to weight) necessitate a revised quote, in which case we will give you the option to accept the new charge or cancel for a full refund.

4 Estimated delivery times

Estimated delivery times are displayed on product pages and at checkout. They are estimates only and may vary due to customs inspections, carrier delays or supplier processing times. Dropshipping typically involves longer transit times because products are shipped directly from suppliers’ locations. Approximate delivery windows are:

•             United Kingdom & Ireland: 7–15 business days.

•             European Union: 8–20 business days.

•             North America: 8–20 business days.

•             Australia & New Zealand: 15–30 business days.

•             Asia: 10–25 business days.

•             Rest of world: 15–40 business days.

These ranges do not include processing time and are provided for guidance. Delivery may be faster or slower depending on the product and destination. Under UK law, if we do not deliver within 30 days and no longer timeframe has been agreed, you have the right to cancel the contract.

5 International shipping

Randello ships worldwide except to countries where our suppliers or carriers do not operate or where trade restrictions apply. When ordering from outside the UK you acknowledge that:

•             Shipping costs vary by destination. Cross‑border delivery charges can be high and may differ by supplier.

•             Customs duties, taxes and import fees may be levied by your local authorities. These charges are not included in our prices and are payable by you. We cannot estimate these costs, which may be significant depending on the destination.

•             Delivery times for international orders are longer and subject to customs clearance. We have no control over customs processing times and cannot expedite them.

If your country is not listed at checkout, please contact us before placing an order and we will check whether we can ship to your location.

6 Customs and import duties

International shipments may be subject to customs inspections and import duties. These fees are determined by the destination country and are the responsibility of the customer. Randello has no control over these charges and cannot predict their amount. Customs policies vary widely; please contact your local customs office for further information. If you refuse to pay import duties, the parcel may be returned or destroyed. We will not issue refunds for shipping costs or unclaimed orders returned due to unpaid customs fees.

7 Tracking and order status

We endeavour to provide tracking information for every shipment. Once your order ships, you will receive an email containing a tracking link and number. Please allow a few days after the shipping notice for the tracking status to update, especially on international orders. When an order is split into multiple shipments, you will receive separate tracking numbers for each package. If you experience issues with tracking, please contact our customer service team.

8 Risk of loss and insurance

Until your order is delivered to your address, the goods remain at Randello’s risk. This means we are responsible for ensuring that your items are not lost or damaged in transit. If a package is lost or arrives damaged, please notify us within 7 days of delivery. We will work with the supplier and carrier to provide a replacement or refund. Note that some carriers’ tracking systems only update when the parcel arrives in the destination country; a lack of updates does not necessarily mean the item is lost.

9 Returns, cancellations and cooling‑off rights

9.1 Cooling‑off period

Under the UK Consumer Contracts Regulations you have the right to cancel your order for any reason within 14 days after the goods are delivered. To exercise this right, contact us at retruns@randello.store within the 14‑day period. We will send you a standard cancellation form and refund all payments received, including our standard shipping charges, within 14 days of receiving the returned goods or evidence that they were returned. You are responsible for the cost of returning unwanted items unless they are faulty. This cooling‑off right does not apply to goods that are personalised or made to your specifications.

9.2 Other cancellations

If we fail to deliver your order within the timeframe agreed or within 30 days and you do not wish to wait longer, you may cancel the contract and receive a full refund. To cancel due to non‑delivery please email returns@randello.store quoting your order number. If your order has not been dispatched, we will attempt to stop it; however, once the supplier has shipped your items we cannot intercept the delivery.

9.3 Return policy summary

We accept returns of most unused items within 30 days of delivery. Items must be in their original condition and packaging. Unless the item is defective, you are responsible for the cost of return shipping. A more detailed returns policy is available on our website.

10 Changes to this policy

We reserve the right to update this shipping policy at any time to reflect changes in our business practices, suppliers, carriers or legal requirements. We will post the updated policy on randello.store and, where required by law, notify customers who have outstanding orders. Changes will not affect orders that have already been accepted unless the change is required by law.

11 Contact us

If you have any questions about shipping, delivery times or costs, please contact us at support@randello.store.