Shipping policy
ONLINE DELIVERY SERVICE
While we aim to deliver all products on the requested date or within the estimated timeframe, these dates are given as estimates only. StreamZ Global shall have no liability for any failure to deliver on a specific date.
This agreement and the delivery of goods may be subject to delays due to causes beyond our reasonable control, including but not limited to: force majeure, civil or military disturbance, war, insurrection, transportation delays, or defaults of suppliers/sub-contractors. In such events, the delivery date shall be extended by a period reasonable to the length of the delay.
PO Boxes: Shipments may be delayed if a PO box service is used, as our couriers require a signature upon receipt.
Dispatch Schedule: Deliveries are processed and dispatched on weekdays only (Monday to Friday, excluding bank holidays).
Processing Cut-off: Orders placed in the UK after 16:00 (4pm) GMT will be processed on the next working day.
UK DELIVERIES
StreamZ Global partners with Royal Mail for all UK mainland deliveries.
Courier Responsibility: StreamZ Global does not employ its own delivery staff. Once an order has left our warehouse, the responsibility for the delivery transfers to the courier. Delays caused by Royal Mail are outside our control and are governed by Royal Mail’s terms and conditions regarding delays or missing items. For assistance with delivery issues, please contact help@streamz-global.com.
Tracking: A tracking number will be sent via email once your item has been dispatched from the warehouse.
Express Delivery: Processed Monday–Friday. Delivery typically occurs the next working day between 09:00 and 17:30. Saturday delivery is only available for orders placed on a Friday where that specific option is selected.
Signatures & Redelivery: All delivery charges are displayed at checkout. Most deliveries require a signature. Failure to provide a signature may result in a delay. Typically, the courier will make a second attempt before leaving a card with collection instructions.
Returned to Sender: If a courier is unable to deliver and the item is returned to StreamZ Global, a refund will be issued for the product. Original shipping charges are non-refundable. If the 'free delivery' option was used, a deduction of £3.00 will be applied to the refund to cover the return-to-sender costs.
UK Delivery Options:
- Standard Delivery (2-3 days): Royal Mail Tracked 48. Free on orders over £25.
- Express Delivery (1-2 days): Royal Mail Tracked 24. £6.50.
Note: Royal Mail tracking systems can take up to 48 hours to update after dispatch.
Cancellations & Rejections: If you wish to cancel an order, refunds are issued only upon our successful receipt of the returned item. We recommend rejecting the delivery at the door for a faster return process (approx. 5 working days). If the delivery is accepted and then returned manually, the process can take up to 20 working days.
Regional Restrictions: Our 'Next Day Service' is not available for the Scottish Highlands, Northern Ireland, UK Islands, Channel Islands, and the Isle of Wight (these locations are a 2-3 day service). Orders placed with 'Next Day' for these zones will be processed as priority but may take 48+ hours. No refunds on shipping will be issued for orders placed to these locations using the 'Next Day' option.
3. Delivery Requirements and Failed Attempts
3.1 Signatures: Our packaging and deliveries are designed to be letterbox-friendly (in most cases) and do not require a signature. We use Royal Mail Tracked 48hr which does not need a signature but are GPS tracked by Royal Mail. If the package cannot be posted through your letterbox, the courier will follow their standard procedure for secure delivery or collection. StreamZ Global reserves the right to select a signature-required service for certain orders based on high value or specific delivery locations to ensure secure receipt.
3.2 Returned to Sender: If a delivery is attempted and subsequently returned to StreamZ Global by the courier, a refund will be issued for the product. However:
- Original shipping charges are non-refundable.
- If the "Free Delivery" service was utilised, a deduction of £3.00 will be applied to the refund to cover administrative and shipping costs incurred by the Company.
4. Cancellations and Risk
4.1 Cancellations: If you wish to cancel an order after it has been dispatched, a refund will only be issued once the item has been returned to us and inspected.
4.2 Refusing Delivery: To expedite the return process, we advise customers to "Reject/Refuse" the delivery at the doorstep. A rejected delivery typically reaches our warehouse within 5 working days, whereas an accepted delivery that is later returned by the customer can take up to 20 working days to process.
4.3 Transfer of Risk: In accordance with the UK Consumer Rights Act, the risk of loss or damage to the goods passes to the consumer the moment the courier successfully delivers the item to the premises.
ISSUES WITH DELIVERY
Missing or Delayed Delivery
Once a package is handed to Royal Mail and a tracking number is issued, the courier is responsible for the delivery.
- Track your item here: Royal Mail Tracking
If a shipment is delayed or goes missing, both the sender (StreamZ Global) and the receiver (Customer) are bound by Royal Mail’s terms. Please use your tracking number to contact Royal Mail directly in the first instance. If the tracking shows as "Delivered" but you have not received it, please contact our support team.
While we will assist where possible, StreamZ Global cannot send duplicate orders until the courier has confirmed the status of a claim.
Proof of Delivery (PoD) Terms
Under Royal Mail’s terms, a "Tracked" service is considered legally fulfilled when it receives a GPS-verified doorstep scan and/or a delivery photo. If the GPS coordinates match the delivery address, the service is deemed completed.
Risk Transfer: Under the UK Consumer Rights Act, the risk of loss transfers to the consumer the moment the courier delivers the item to the premises (or a designated safe place). If an item is stolen after a successful, verified delivery, it is a matter of theft from the property and StreamZ Global is not legally required to provide a refund or replacement.
Declaration of Non-Receipt
In "Delivered but Missing" disputes, we may require a "Confirmation of Receipt / Declaration of Non-Receipt" form which is sent to Royal Mail alongside our claim of loss. Please note: making a false statement on this form is a legally binding declaration between you and Royal Mail and may constitute a criminal offence.
Royal Mail monitors this data through:
- Revenue Protection Fraud Teams: Names and addresses are logged. Multiple declarations from the same address trigger fraud investigations.
- Internal Investigations: Signed forms trigger local sorting office investigations, including postman interviews and GPS cross-referencing.
BACK ORDER PROCESSING
A backorder occurs when an item is temporarily out of stock but expected to be restocked within a maximum of 30 days. Orders containing backordered items will be shipped in full once the stock is available. You may cancel a backorder at any time prior to fulfilment.
PACKAGING & SUSTAINABILITY
We use starch-based biodegradable packaging. Where possible, our warehouse reuses clean packaging materials and boxes to minimise waste, while ensuring your items remain protected during transit.
INTERNATIONAL DELIVERIES
This website (www.streamz-global.com) handles fulfilment for the United Kingdom and Europe. For orders outside these regions, please contact help@streamz-global.com.