Delivery & Shipping Policy

1. Quick Summary

This Policy explains, in plain language, how your order reaches you, who carries the risk while it is in transit, and what we do if a parcel is lost, damaged, or never arrives. It is part of the TerzyApp Trust & Proof System and sits alongside our Returns & Refunds Policy and Terms of Service. Read this short summary first; the rest of the Policy provides the detail.

• Your order is dispatched on a tracked service. You receive a tracking number and the carrier name so you can follow your parcel.
• Delivery timeframes are set per order by the Seller who makes your item, because each piece is made and shipped on its own schedule. The estimate is shown before you pay.
• Shipping cost is set by the Seller and shown at checkout before payment. There are no hidden delivery charges added by TerzyApp.
• Until you (or someone you nominate) physically receive the goods, the risk of loss or damage in transit rests with the Seller — not with you. This is your statutory right and it cannot be taken away.
• If a parcel is lost, arrives damaged, or is marked delivered but never reached you, you are protected. Open the issue in the in-app chat with your order details; your payment stays held while the problem is looked into, and if you and the Seller cannot resolve it between you, TerzyApp Support will step in and review what both of you provide.
• Couriers are independent companies. We do not operate them, but we use the courier's own records as evidence when something goes wrong.

2. Scope & Relationship to Our Other Policies

This Policy covers the delivery of your finished order from the Seller to you, and what happens when a courier issue arises. It supplements our Terms of Service and our Returns & Refunds Policy and forms part of them. Where this Policy and the Returns & Refunds Policy describe the same subject, the more specific document controls: questions about whether you can return or be refunded for an item are governed by the Returns & Refunds Policy (in particular Section 15, "Lost or Undelivered Packages"); this Policy explains the delivery mechanics, the timeframes, and how courier evidence is handled. Where mandatory consumer-protection law in your country of residence gives you stronger rights than this Policy provides, that law prevails. This Policy is written and executed in English; any translation is for information only and the English version is the sole authoritative version for legal, regulatory, and judicial purposes.

3. Our Role — We Facilitate, the Seller Ships

TerzyApp operates a marketplace that connects you with independent Tailor Stores and Fabric Managers. We are not the seller, manufacturer, or shipper of any item. The contract of sale — including the obligation to dispatch your order and get it to you — is between you and the independent Seller you bought from (see Terms of Service Section 3). The Seller chooses the courier, packs your order, and hands it over for delivery. TerzyApp provides the tools around that: order tracking, in-app chat where you can share photos and documents, your payment held safely after checkout, and a review by TerzyApp Support when something goes wrong. Where a refund or remake is owed because of a delivery problem, it is funded by the Seller; TerzyApp administers the outcome and, if necessary, instructs our payment processor to return your money to you. Our facilitator role never reduces your statutory rights against the Seller under UK consumer law.

4. Delivery Method & Tracking

Orders on TerzyApp are dispatched on a tracked courier service. When your order is handed to the courier, you are given the carrier name and a tracking number so you can follow your parcel from dispatch to your door. Tracking events are provided by the courier, not by TerzyApp, and update on the courier's own schedule. Keep an eye on your tracking as delivery approaches, and make sure the delivery address and contact details on your order are correct before you pay — an incorrect address is one of the few delivery problems we cannot fix after dispatch. We recommend, especially for higher-value orders, that you record a short unboxing video and photograph the outer parcel and shipping label before opening, so that if anything is wrong you have clear evidence to share.

5. Estimated Delivery Timeframe

There is no single platform-wide delivery date, because most items on TerzyApp are made to order. Each Seller sets the production and dispatch time for your specific order based on the garment, the customisation, and their workload, and the estimated timeframe is shown on the listing and at checkout before you pay. Two things make up the total time you wait: the Seller's production time (how long it takes to make your item) and the courier's transit time (how long it takes to deliver once dispatched). Custom production, fabric supply, customs clearance, public holidays, and events beyond reasonable control can all affect timing. If your Seller needs more time than estimated, they must let you know as soon as possible through the in-app chat. Where a delay becomes excessive or unexplained, you may be entitled to cancel and receive a refund — your rights in that situation are set out in our Terms of Service and Returns & Refunds Policy, and are preserved by Section 9 of this Policy.

6. Shipping Cost

Shipping fees are set by the Seller and shown clearly at checkout before you pay. TerzyApp does not add its own delivery surcharge. If your order is shipped across a border, you may also be responsible for import duties, customs fees, and local taxes charged on arrival; these are levied by the destination customs authority or carrier, are not collected by TerzyApp, and are payable by you directly to the carrier or customs authority. We recommend checking your country's import thresholds before ordering from a Seller in another country. How these charges interact with any refund is explained in the Returns & Refunds Policy (Section 9, "Refund Method & Timing").

7. International Shipping & Customs

Many TerzyApp orders cross borders between an independent Seller and you. For international orders, the courier handles customs clearance using the shipping and contents information provided at dispatch. Customs inspections and clearance can add time that is outside both your and the Seller's control, and this is treated as a normal part of cross-border delivery rather than a delay caused by the Seller. Any import duties, customs fees, or local taxes are your responsibility as described in Section 6. Country eligibility for delivery is governed by Terms of Service Section 4 — we can only ship to addresses in the countries shown in the country selector at sign-up. Region-specific consumer terms for the EU and the US are set out in our EU Addendum and US Addendum and apply in addition to this Policy; they are not restated here.

8. Who Carries the Risk in Transit

You are protected while your order is travelling to you. Under section 28 of the Consumer Rights Act 2015, the risk of loss or damage in transit stays with the Seller until you — or a person you have nominated, other than the courier itself — take physical possession of the goods. In plain terms: if your parcel is lost or damaged before it reaches your hands, that is not your loss to bear. This applies regardless of who the courier is or what the courier's own terms say between the Seller and the courier. (A different rule applies only where you are shipping your own existing garment or your own fabric to a Seller for alteration or a bring-your-own-fabric order — that situation is governed by the Returns & Refunds Policy Section 16, not by this Section.)

9. Your 48-Hour Inspection Window — and Why It Never Limits Your Rights

After your order is confirmed as delivered, we ask you to inspect your delivery and report any visible problem — damage, a wrong item, an empty or tampered parcel, a missing item, or an item that is materially different from what you confirmed — within 48 hours. Reporting quickly is the fastest route to a resolution and lets us keep your payment held while we review — it is not a deadline for your legal rights, and it is not the moment your payment is released. Your payment is held after checkout and is not paid out while your Order is being made and delivered. After delivery is confirmed it becomes eligible for release to the Seller once a review period has passed, and it is released only after a TerzyApp review — never automatically. Where you have reported a problem, the funds stay held while we look into it. The timings and full mechanics are in our Payment Protection Policy. Your mandatory legal rights as a consumer cannot be excluded or limited by this window or by anything else in this Policy. In particular, where an item is faulty, not as described, or never delivered, your statutory remedies under the Consumer Rights Act 2015 — including the short-term right to reject (normally within 30 days), the right to a repair, replacement, refund or price reduction, the reversed burden of proof in the first six months, and the longer limitation period for bringing a claim — remain fully available even after the 48 hours have passed. We will also review later claims where the law requires it or where there is strong evidence of a hidden defect, fraud, courier failure, or serious production error.

• Reporting within 48 hours helps us act on the freshest evidence and keep your payment held while we review — it is a convenience, not a waiver, and it does not release any money to the Seller.
• Faulty, not-as-described, or undelivered goods are always covered by your statutory rights, with no 48-hour cut-off.
• Reporting promptly, with photos or an unboxing video, makes any claim faster and stronger — but a delayed report does not erase a right the law gives you.
• How to make a statutory claim, and the timeframes that genuinely matter under consumer law, are set out in the Returns & Refunds Policy (Sections 7 and 8).

10. If a Courier Loses, Damages, or Fails to Deliver Your Order

Couriers are independent third parties. We do not control a courier's handling, route, or delivery decisions, but we do use the courier's own records as evidence and we stand behind your protection when delivery goes wrong. Start by opening the issue in the in-app chat with your order ID and the latest tracking screenshot, then follow the route below for your situation. Throughout, your statutory right to receive what you paid for (Section 8) stays in force.

• Lost in transit. Where a parcel stops moving and is not delivered, the Returns & Refunds Policy (Section 15) sets a "deemed lost" threshold — after which you may request a full refund or a remake at the Seller's option. Open the chat first; if you and the Seller cannot resolve it between you, contact TerzyApp Support from the Order and we will step in, review what both of you provide, and decide on the balance of the evidence.
• Damaged on arrival. Photograph the damage and the outer packaging before fully unpacking, and report within the 48-hour window where you can. Transit damage is the Seller's risk under Section 8, so you are entitled to a remedy; where the courier is responsible, we pursue the carrier claim and protect both you and the Seller on the evidence.
• Marked delivered but never received. Where the courier records delivery but you did not receive the parcel, tell us promptly. We review the courier's delivery records, the delivery address, and the other evidence available. Where the courier provides proof of delivery that is satisfactory under its rules, the order is presumed delivered — but you keep the right to dispute that proof. The detailed process and timeframes are in the Returns & Refunds Policy Section 15 ("Marked delivered but never received").
• Suspected courier tampering. Where a parcel arrives opened, resealed, wet, unusually light, or empty, document it with photos and video before fully opening, and report it. We open a courier investigation and weigh the evidence before deciding the outcome.
• Cooperation. Both you and the Seller are expected to cooperate with any courier investigation, including providing requested photos, the tracking reference, and timing details. The courier evidence we review (tracking, delivery photos, signatures, GPS, and timestamps) is handled in line with our Privacy Policy — see Privacy Policy Section 10 for how this delivery and location data is retained.

11. How We Decide a Delivery Dispute

When a delivery issue is brought to TerzyApp Support, we review the available evidence and decide on the balance of it — we do not need absolute proof. We look at order and dispatch records, the courier's tracking and delivery records, any unboxing video and parcel photos you provide, the timing between delivery and your report, and account history. Possible outcomes include releasing the held payment to the Seller, refunding you in full or in part, arranging a remake or replacement, or pursuing a courier insurance claim — whichever is fair on the evidence. A clear report made promptly, with photos or video, strengthens your position; a delayed report or missing packaging does not remove a statutory right but can make the facts harder to establish. Independent Sellers are required to keep and provide their own dispatch and shipping evidence to support this review; those Seller obligations live in the Tailor Agreement and are not part of this buyer-facing Policy. Any decision we make within the Platform is subject to your mandatory legal rights and to the escalation routes in the Returns & Refunds Policy and Terms of Service (including raising a chargeback, contacting an Alternative Dispute Resolution body, or going to court).

12. Keep Delivery Communication on TerzyApp

Please keep all order and delivery communication inside TerzyApp's in-app chat — address confirmations, dispatch and tracking updates, delay notices, and delivery issues. Messages and evidence exchanged on the Platform can be verified and used to resolve a dispute fairly; communication or payment arranged off-platform (for example by WhatsApp, social media, phone, email, or cash) is hard to verify and may reduce the protections available to you. The conduct rules around off-platform circumvention and abuse are set out in our Acceptable Use Policy and Terms of Service Section 27 and are not restated here.

13. Changes to This Policy

We may update this Policy from time to time. Where a change reduces your rights or imposes new obligations, we will notify you at least 30 days in advance by email or in-app message. Non-material changes (clarifications, corrections, formatting) take effect when published. The version and "last updated" date reflect the current version. Changes do not apply to orders already in progress, which remain governed by the Policy in force when the order was placed.