Shipping Policy

At Prism Supply (operated by Victoria Jane Wilsdon), we are committed to providing reliable international delivery from Australia to our customers in the United Kingdom. This Shipping Policy outlines our dispatch timeframes, transit times, tracking procedures, and custom/duty obligations for UK buyers.

1. Dispatch & Order Processing Time

• Order Processing Time: All orders are processed, packed, and dispatched within 2 working days (excluding Australian weekends and New South Wales public holidays) following receipt of full payment.

• Order Cut-Off: Orders placed after 17:00 (AEST) will begin processing on the following working day.

• Order Confirmation: Once your order is placed, you will receive an automated order confirmation email containing your details.

2. Shipping Destinations, Timelines & Charges

We specialize in dispatching products directly from Australia to addresses across the United Kingdom.

Destination	Order Processing Time	Estimated Delivery Time	Standard Shipping Fee
United Kingdom (Mainland & Northern Ireland)	2 working days	14 calendar days	Calculated at Checkout

• Delivery Deadlines: While our estimated transit time is 14 calendar days, in accordance with the UK Consumer Rights Act 2015, all goods will be delivered without undue delay and no later than 30 calendar days from order placement.

• Tracking: Upon dispatch, you will receive an email notification containing your unique package tracking number and tracking portal URL so you can follow your shipment's journey.

3. Customs, Import VAT, and Duties

Because your order is packed and dispatched from our business location in Australia, shipments imported into the United Kingdom are subject to UK customs procedures and taxation laws:

• Orders under £135 GBP: In accordance with UK international trade regulations, UK Value Added Tax (VAT) may be calculated and collected directly at checkout where applicable.

• Orders over £135 GBP & Import Duties: Shipments valued above £135 GBP may attract additional UK import VAT, customs duties, or postal handling charges upon arrival in the UK.

• Customer Responsibility: Unless explicitly paid or included at checkout, any applicable UK import duties, taxes, or local customs administration fees charged by UK border agencies or postal couriers remain the sole responsibility of the recipient.

4. Delivery Address & Address Changes

• Accuracy: Customers are responsible for providing complete and accurate UK shipping addresses (including valid UK postcodes and contact numbers) at checkout.

• Address Corrections: If you notice an error in your shipping details, please contact us immediately at prismsupply@outlook.com within 12 hours of placing your order. Once an order has been dispatched, we are unable to amend the shipping address.

5. Risk of Loss & Damaged Items in Transit

Under UK consumer protection regulations, risk of damage or loss of goods remains with Prism Supply until the items are delivered into your physical possession (or the possession of a person/carrier designated by you).

• Damaged Goods in Transit: If your parcel arrives damaged, please report the issue to us within 48 hours of receipt at prismsupply@outlook.com with detailed photographs of the packaging and product. We will arrange a replacement or full refund under our Refund & Returns Policy.

• Delayed or Missing Deliveries: If your shipment has not arrived within 21 calendar days of receiving your dispatch confirmation, please reach out to us so we can open an investigation with the postal carrier. If the delivery exceeds the statutory limit of 30 days without prior agreement, you retain the legal right to cancel the contract for a full refund.

6. Business & Contact Information

If you have questions or inquiries regarding your order's shipment status, please contact us:

Store Name: Prism Supply

Business Owner / Legal Entity: Victoria Jane Wilsdon

Email: prismsupply@outlook.com

Telephone: +61 452 199 183

Physical Address: Rosepark Drive, Melonba, New South Wales, 2765, Australia