Shipping & Delivery Policy

Last updated: 16 August 2026

This Shipping & Delivery Policy explains how NXTFlow Supplies processes and delivers orders placed through our online store.

We aim to dispatch orders quickly and provide clear, reliable delivery information.

1. Order Processing & Dispatch

Orders are normally processed and dispatched within 1–2 working days after your order has been accepted and payment has been successfully received.

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

During particularly busy periods, promotions or circumstances outside our reasonable control, processing may occasionally take longer.

If there is a significant problem or delay with your order, we will contact you where reasonably possible.

2. UK Delivery Charges

Our current standard UK delivery rates are:

Standard UK Delivery — £3.99

Free Standard UK Delivery — qualifying orders over £30

Eligibility for free delivery is calculated during checkout.

The delivery charge shown at checkout before you place your order is the amount that applies to that order.

From time to time, we may offer different delivery promotions or services.

3. Estimated Delivery Times

Standard UK delivery normally takes approximately 2–4 working days after dispatch.

Combined with our usual 1–2 working day processing period, most orders would therefore normally be expected to arrive approximately 3–6 working days after the order is placed.

These times are estimates rather than guaranteed delivery dates unless we specifically state otherwise.

Courier delays, severe weather, exceptionally busy periods, transport disruption and other circumstances may occasionally affect delivery times.

4. Tracking

Where tracking is available, tracking information will normally be provided after your order has been dispatched.

Please allow some time after receiving your dispatch notification for the courier's tracking system to update.

Tracking information supplied by a courier is intended to assist with delivery and does not affect any rights you may have if an order is lost, damaged or incorrectly delivered.

5. Delivery Addresses

Please make sure that your delivery address is complete and accurate before placing your order.

This includes checking:

• house or building number;
• street name;
• postcode;
• town or city; and
• any flat, unit, business or access information required for delivery.

If you notice an error after placing your order, contact us as soon as possible at info@nxtflowsupplies.co.uk.

We will try to correct the address if the order has not yet been processed or dispatched, but we cannot guarantee that changes will be possible.

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional reasonable delivery charges may apply if the order needs to be sent again.

This does not apply where you supplied the correct address and the parcel was delivered incorrectly by us or by a courier arranged by us.

6. Delivery Attempts

Depending on the courier and delivery service used, the courier may:

• attempt delivery again;
• leave the parcel in an appropriate safe place;
• deliver it to a neighbour;
• deliver it to a collection point; or
• provide instructions for arranging redelivery or collection.

Any safe-place or alternative-delivery arrangements will depend on the courier, service used and any delivery preferences provided by you.

Please follow the instructions shown in your tracking information where applicable.

7. Orders Showing as Delivered but Not Received

If tracking shows that your order has been delivered but you cannot locate it, please first check:

• around your property and any nominated safe place;
• with members of your household;
• with neighbours where appropriate; and
• any photograph or delivery information provided by the courier.

If you still cannot locate the parcel, contact us at info@nxtflowsupplies.co.uk as soon as reasonably possible.

We will investigate the delivery with the courier where appropriate.

A courier marking an order as delivered does not automatically mean that we will treat a genuinely missing consumer order as successfully delivered.

8. Lost Parcels

If your parcel appears to have been lost in transit, please contact us.

Where we arranged the delivery, we will normally investigate the matter directly with the courier.

Please do not assume that you need to pursue the courier yourself.

For consumer orders, goods remain our responsibility during delivery until they come into your physical possession, or into the possession of another person you have identified to receive them, except where applicable law provides otherwise.

If an order is confirmed as lost, we will deal with the matter in accordance with your legal rights and the circumstances of the order.

9. Damaged Parcels

Please inspect your delivery as soon as reasonably possible after it arrives.

If your parcel or products have been damaged during delivery, please contact:

info@nxtflowsupplies.co.uk

Where possible, please provide:

• your order number;
• photographs of the damaged product;
• photographs of the outer packaging;
• photographs of the delivery label; and
• a brief description of the damage.

Please keep the product and packaging until we advise you what to do, as they may be required when we investigate the damage with the courier.

Reporting transit damage promptly helps us resolve courier claims efficiently, but we do not impose a 48-hour deadline that removes your statutory rights if you contact us later.

10. Incorrect or Missing Items

If you receive the wrong product or an item is missing from your order, please contact us as soon as reasonably possible.

Email info@nxtflowsupplies.co.uk with your order number and details of the problem.

Where we have made an error, we will take reasonable steps to correct it without requiring you to pay additional delivery charges.

11. Split Deliveries

Some orders may occasionally be dispatched in more than one parcel.

This may happen because of the size of the order, product availability, courier requirements or because items are dispatched separately.

Where possible, tracking information will be provided for each shipment.

If only part of your order arrives, please check your dispatch information before reporting an item as missing.

12. Failed Delivery & Parcels Returned to Us

If a parcel cannot be delivered and is returned to NXTFlow Supplies, please contact us.

Examples can include:

• an incorrect or incomplete address supplied by the customer;
• repeated unsuccessful delivery attempts;
• failure to collect a parcel from a collection point; or
• refusal of delivery.

Where the failed delivery resulted from information or instructions supplied by the customer, we may ask you to pay reasonable additional delivery costs before the order is dispatched again.

Alternatively, where appropriate, you may request a refund for eligible returned goods, subject to our Returns & Refund Policy and your statutory rights.

Where delivery failed because of an error by us or a courier arranged by us, you will not be charged to correct that error.

13. Delivery Delays

Delivery estimates are provided in good faith, but occasional delays can occur.

Circumstances may include:

• courier network disruption;
• severe weather;
• road or transport disruption;
• exceptionally high parcel volumes;
• industrial action affecting third parties;
• emergencies; or
• other events outside our reasonable control.

If your order is significantly delayed, please contact us and we will investigate where appropriate.

We do not simply transfer responsibility for your order to the courier once it leaves us.

Nothing in this policy affects any statutory rights you may have in relation to goods that are significantly delayed or not delivered.

14. Delivery Dates That Are Essential

If you require an order by a specific date, please contact us before placing your order to check whether an appropriate delivery service is available.

Standard delivery estimates should not be relied upon where receiving the goods by a particular date is essential.

Where we expressly agree to a specific or guaranteed delivery date, different rights may apply if that agreed delivery date is not met.

15. Chemicals, Liquids & Restricted Products

Some products sold by NXTFlow Supplies, including certain chemicals, liquids, aerosols or similar products, may be subject to courier or transport restrictions.

This may:

• limit which delivery services can be used;
• prevent certain products being sent to some locations; or
• result in separate delivery arrangements.

Where a restriction affects your order, we will provide appropriate information where reasonably possible.

16. International Delivery

The standard delivery rates and times stated in this policy relate to UK delivery.

If delivery outside the UK is available for your address, the available service and applicable delivery charge will be shown during checkout.

If no delivery option is available for your location, please contact us before placing an order.

International orders, where offered, may be subject to additional delivery times, customs requirements, import restrictions, taxes or charges depending on the destination.

We will provide information required of us by law, but customers should check any destination-specific import requirements that apply to them.

17. Consumer Delivery Rights

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or reduce any statutory rights available to consumers.

Where applicable, consumer orders must be delivered within an agreed delivery period. If no delivery period has been agreed, applicable consumer law may impose a maximum period within which delivery must take place.

Consumers may also have remedies where goods are not delivered within an agreed or legally required period.

18. Returns

If you wish to return an item after delivery, please refer to our Returns & Refund Policy.

Our Returns & Refund Policy explains:

• our voluntary 30-day returns policy;
• statutory cancellation rights;
• change-of-mind returns;
• faulty or damaged products;
• incorrect products;
• return postage; and
• refunds.

19. Business & Trade Customers

Delivery estimates also apply to trade and business orders unless different arrangements have been agreed with us.

Business customers should not arrange installers, contractors, site attendance or other time-sensitive work solely on the basis of an estimated delivery date unless we have expressly confirmed that delivery date.

Nothing in this section excludes liability that cannot legally be excluded or affects any express delivery commitment we have made.

20. Contact Us

If you have a question about dispatch, tracking or delivery, please contact:

NXTFlow Supplies

Email: info@nxtflowsupplies.co.uk

Please include your order number wherever possible so that we can locate your order quickly.

Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or reduce any statutory rights that cannot legally be excluded or restricted.