SHIPPING & DELIVERY
This Shipping & Delivery Policy applies to orders placed through projectcogroup.com.
ORDER PROCESSING TIME
Order processing time is the period between the moment your order is successfully placed and paid for and the moment it is handed over to the courier or delivery provider.
In most cases, orders are processed and dispatched within 7–14 working days after order confirmation and successful payment.
Please note:
Orders placed during weekends may require additional processing time.
Our fulfilment operations normally run Monday to Friday during standard business hours, excluding public holidays.
Orders placed during busy promotional periods, holidays or periods of unusually high demand may experience additional processing time.
Custom-made or personalised products may require additional preparation or production time.
Where a different processing period applies to a particular product, this will be stated on the applicable product page or communicated to you separately.
We take reasonable steps to keep delays to a minimum.
SHIPPING COSTS & ESTIMATED TRANSIT TIMES
The following estimated delivery times apply after your order has been processed and dispatched.
| Destination | Shipping Method | Estimated Delivery Time | Shipping Fee |
|---|---|---|---|
| UK & EU | Standard Shipping | 6–10 business days | £5.90 |
| UK & EU | Expedited Shipping | 3–5 business days | £26.99 |
| Rest of World | Standard Shipping | 6–10 business days | £19.99 |
| Rest of World | Expedited Shipping | 3–5 business days | £29.99 |
Total estimated delivery time = Processing Time + Shipping Transit Time
For example, if an order requires 7–14 working days to process and is then sent using a 6–10 business day delivery service, the total delivery period will include both stages.
Delivery estimates are not guaranteed unless expressly stated otherwise.
DELIVERY TIMES
Estimated delivery times may vary depending on:
destination country;
courier availability;
customs processing;
local delivery conditions;
public holidays;
weather conditions;
transport disruption;
peak shopping periods;
circumstances outside our reasonable control.
Once your order has been handed to the courier, we will provide tracking information where available.
Please note that delivery estimates are intended as guidance and do not necessarily represent guaranteed delivery dates.
Nothing in this policy affects your statutory consumer rights.
TRACKING YOUR ORDER
Once your order has been dispatched, you will normally receive a shipping confirmation email.
Where tracking is available, this email will include a tracking number or tracking link.
Please note:
Tracking information may take approximately 24 hours to become active after dispatch.
In some cases, tracking updates may take 48–72 hours to appear.
Tracking updates may take longer during public holidays, major sales events or periods of high courier demand.
Some international delivery services may provide limited tracking updates while the parcel is in transit between countries.
You can also check your order status through My Account → My Orders where this functionality is available.
If your tracking information has not updated for an extended period, please contact:
Please include your order number and tracking number where available.
DELIVERY DELAYS
If your order has exceeded the estimated delivery period, please contact us at:
We will review the available tracking information and, where necessary, contact the relevant courier or delivery provider.
Please provide:
your full name;
order number;
email address used when placing the order;
tracking number, if available.
We will make reasonable efforts to investigate the delivery status and assist you with the issue.
Please note that delays caused by customs authorities, couriers, weather events, transport disruption or other circumstances outside our reasonable control may take additional time to resolve.
INCORRECT OR INCOMPLETE DELIVERY ADDRESS
You are responsible for providing a complete and accurate shipping address when placing your order.
Please check your delivery details carefully before completing checkout.
If you notice an error in your shipping address, contact us as soon as possible at:
If the order has not yet been dispatched, we will make reasonable efforts to update the address.
However, once an order has been dispatched, we may not be able to change the delivery address.
If a parcel is returned to us because:
the delivery address was incorrect;
the address was incomplete;
delivery was repeatedly unsuccessful;
the parcel was not collected;
additional shipping charges may apply before the order can be sent again, where legally permitted.
LOST OR MISSING PARCELS
If tracking indicates that your order has been delivered but you have not received it, we recommend that you first:
Check around your property or designated safe place.
Ask members of your household.
Check with neighbours where appropriate.
Review any delivery photograph or courier notification.
Contact the courier using the tracking information provided.
If you still cannot locate the parcel, please contact us at:
We will review the situation and assist with the courier investigation where appropriate.
DAMAGED PARCELS
If your order arrives damaged, please contact us as soon as reasonably possible.
Please provide:
your order number;
a description of the damage;
photographs of the parcel;
photographs of the damaged product;
photographs of the shipping label where possible.
This information may be required to investigate the matter with the courier and determine the appropriate solution.
Nothing in this section limits your statutory rights concerning damaged, faulty or non-conforming goods.
ORDER CANCELLATIONS
If you would like to cancel an order, please contact us as soon as possible after placing it.
Before Dispatch
If your order has been paid for but has not yet been dispatched or entered production, we may be able to cancel it and issue the applicable refund.
Please contact:
as soon as possible.
After Dispatch
Once your parcel has been dispatched, we generally cannot stop or cancel the shipment.
If you no longer wish to keep the products, please wait for the parcel to arrive and follow the applicable return procedure.
Your eligibility for a return or refund will be determined in accordance with applicable consumer law and our Returns & Refund Policy.
Personalised or Custom-Made Products
For personalised or custom-made products, cancellation may not be possible once production has started.
Certain personalised or made-to-order products may also be excluded from the standard cancellation right where permitted by applicable law.
This does not affect your statutory rights where a product is faulty, damaged, incorrect or otherwise not as agreed.
CUSTOMS, DUTIES & IMPORT TAXES
International shipments outside the United Kingdom may be subject to additional charges imposed by the destination country.
These may include:
customs duties;
import VAT;
local taxes;
customs clearance fees;
handling fees;
other charges imposed by government authorities or delivery providers.
Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping feeand are the responsibility of the customer.
Any customs duties, import taxes or similar charges are imposed by the relevant authorities in your country and are not charged or controlled by PROJECT CO GROUP LTD.
Customs rules and charges vary between countries.
We recommend contacting your local customs authority if you require information about:
import duties;
VAT;
customs thresholds;
product restrictions;
clearance procedures.
Customs processing may also delay the delivery of international orders.
INTERNATIONAL ORDERS
Customers placing orders for delivery outside the United Kingdom are responsible for ensuring that the ordered products can legally be imported into the destination country.
PROJECT CO GROUP LTD cannot guarantee that all products are permitted for import into every country.
Where an order is refused, returned or delayed by customs due to local import regulations, additional charges may apply depending on the circumstances.
COURIER DELAYS
Once an order has been dispatched, delivery is handled by an independent courier or postal service.
While we will assist with reasonable delivery enquiries, certain events may be outside our control, including:
courier network delays;
severe weather;
strikes;
customs inspections;
border delays;
flight cancellations;
transport disruption;
local delivery restrictions.
Where a delay occurs, we will make reasonable efforts to assist you and obtain updated information from the relevant delivery provider.
CONTACT US
If you have any questions regarding shipping, delivery, tracking or your order, please contact:
PROJECT CO GROUP LTD
Company Number: 17421408
Website: projectcogroup.com
Email: contact@projectcogroup.com
Telephone: +44 7902 060679