Delivery & Collection Policy

Last updated: June 2025

This Delivery and Collection Policy outlines how Astetica handles order dispatch, delivery, and in-person collection. By placing an order with us, you agree to the terms set out below.

1. Delivery Areas and Availability

We offer reliable, tracked UK-wide delivery through our trusted courier partner, DPD, for all items that do not require cold-chain storage.

For eligible items, international shipping is available and will be calculated at checkout.

For local customers, we also provide same-day delivery via our in-house drivers across Greater Manchester and surrounding areas, subject to order cut-off times and item availability.

2. Dispatch and Delivery Times

Orders placed before 3:00pm (Monday to Saturday) are dispatched the same day, subject to item availability.
UK-wide deliveries are sent via DPD’s tracked service and typically arrive on the next working day, though exact delivery times may vary by location.
Same-day local delivery across Greater Manchester and surrounding areas is available for orders placed before 12:00pm, subject to availability.

3. Courier and Service Levels

We partner with DPD for both UK and international deliveries. All parcels are sent using tracked services, providing real-time updates via DPD’s Track & Trace system.

Signature on delivery is included as standard on most shipments.
This applies to both domestic and eligible international orders that do not require cold-chain handling.

4. Delivery Charges

UK-wide DPD next-day delivery typically ranges between £5.50 and £9.00, depending on parcel size and weight.
We charge a flat rate of £5.95 at checkout, which includes VAT, tracking, and signature on delivery.
Same-day delivery across Greater Manchester and surrounding areas is available via our in-house drivers for a fixed fee of £10, for orders placed before 12:00pm.
Delivery charges are calculated automatically at checkout based on your location and selected service.

5. Free Delivery

Free UK-wide delivery via DPD is available on all orders over £200, excluding items requiring cold-chain storage.
Orders under £200 incur the standard £5.95 DPD next-day delivery charge.
Free delivery does not apply to same-day in-house delivery across Greater Manchester, which remains a fixed fee of £10.

6. Packaging

Standard, non-cold-chain items are shipped in Astetica-branded mailing bags or DPD Expresspak mailing bags, with internal cushioning for protection.
Cold-chain items are shipped in temperature-controlled insulated packaging designed to maintain 2–8°C, with a temperature indicator included in every package.
Fragile or high-value items are packed with additional protection using double-walled cartons and labelled accordingly.

7. Loss or Damage in Transit

In the unlikely event that your order is lost or arrives damaged, please contact us within 48 hours of delivery.

We may request photographic evidence to assess the issue.
Where appropriate, we will arrange a replacement or refund in line with our Returns & Refunds Policy.

8. Dispatch Days and Cut-Off Times

Orders placed Monday to Saturday before 3:00pm are dispatched the same day, subject to availability and courier collection schedules.
Same-day local delivery across Greater Manchester is available Monday to Saturday for orders placed before 12:00pm.
We dispatch orders on Saturdays where DPD collection is available.
Orders placed after cut-off times are dispatched on the next working day.
We do not dispatch orders on Sundays, Christmas Day, or New Year’s Day.

DPD Saturday and Sunday delivery may be available in certain areas and can be selected at checkout for an additional surcharge.

9. Order Processing Delays

During peak periods such as product launches, promotional events, or holidays, dispatch times may be slightly extended.

We aim to keep any delays to a minimum and will notify customers if there are any changes to our usual dispatch timelines.

10. Missed Deliveries and Redelivery Options

DPD Deliveries (UK and International)

If you are not available at the time of delivery, DPD will notify you with options to:

Rearrange delivery.
Nominate a safe place or neighbour.
Redirect the parcel to a local pickup shop or parcel locker.

If you choose to have your parcel left in a safe place, you accept full responsibility for the parcel from the moment it is marked as delivered.

In-House Same-Day Delivery (Greater Manchester)

Customers will receive a text message with a delivery time window before arrival.

If no one is available, we will make reasonable efforts to contact you.
If delivery cannot be completed, a redelivery fee may apply depending on the circumstances.

11. Proof of Delivery and Disputes

If tracking information shows your order as delivered but you have not received it, you must notify us within 48 hours so we can investigate with the courier.

Delayed reporting may limit our ability to resolve the issue.

12. Collection Policy

Collection Point

Customers may collect orders in person from:

Astetica
14A Whittelegge Street
Bury
BL8 1SL
United Kingdom

This is a staffed location. You will be notified by email or SMS once your order is ready for collection.

Collection Hours

Our collection point is open seven days a week:

9:00am – 5:30pm, Monday to Sunday

No appointment is required. Please allow up to 1 hour after payment for your order to be prepared.

What to Bring When Collecting

Your order confirmation email or order number.
For prescription or regulated items, a valid photo ID (e.g. driving licence or passport) is required for verification.

Order Holding Period

Orders are held for collection for 7 calendar days from notification.

If not collected within this period:

We will contact you via email and/or SMS.
The order may be cancelled and restocked without refund unless otherwise agreed.

Prescription or regulated items will be handled in accordance with legal requirements, which may include return to pharmacy or safe disposal.

Authorised Third-Party Collection

If someone else will collect your order:

Provide their full name in the order notes at checkout, or
Contact us before collection with your order number and collector’s details.

The authorised collector must bring the order confirmation and valid photo ID.

Late or Missed Collections

If an order is not collected within the holding period:

At least one reminder will be sent.
The order may be cancelled and restocked.

Refunds are not usually issued for uncollected orders unless required by law or agreed in advance. Customers are encouraged to contact us proactively if delays are anticipated.

Collection Fees

Collection from our premises is free of charge. No additional fees apply for authorised third-party collection.

13. Additional Information

Returns and Refunds

Please refer to our dedicated Returns & Refunds Policy for details on damaged goods, incorrect orders, and eligible refunds.

Privacy and Communications

We process personal data in accordance with our Privacy Policy. By placing an order, you consent to receive order-related communications via email or SMS.

Exceptional Circumstances

Delivery times may be affected by events beyond our control, including extreme weather, courier disruptions, or unforeseen incidents. We will keep customers informed where possible.

Customer Responsibilities

Customers are responsible for providing accurate delivery addresses, contact details, and instructions. Errors may result in delays or failed deliveries.

Address Changes

If you need to amend your delivery address after placing an order, contact us immediately. We cannot guarantee changes once processing or dispatch has begun.

Accessibility and Special Requirements

If you require assistance due to accessibility needs or special circumstances, please contact us in advance so we can make appropriate arrangements.

International Delivery

For international orders, customers are responsible for any customs duties, taxes, or import restrictions. Please check with your local customs authority before ordering.

Delivery & Collection – FAQs

What delivery options do you offer?

We offer tracked UK-wide next-day delivery via DPD for non-cold chain items. Same-day delivery is available in Greater Manchester for orders placed before 12pm. International delivery is also available at checkout.

How much does delivery cost?

UK-wide DPD delivery is £5.95. Same-day delivery in Greater Manchester is £10. Delivery charges are shown at checkout. Orders over £200 qualify for free UK delivery (excluding cold chain items).

When will my order be dispatched?

Orders placed before 3pm (Monday–Saturday) are dispatched the same day. Orders placed after this will be dispatched the next working day. We dispatch on Saturdays if DPD collections are available.

Do you offer weekend delivery?

Saturday and Sunday delivery may be available in your area through DPD. This can be selected at checkout and may include a small surcharge.

What packaging is used?

Non-cold chain items are shipped in Astetica-branded or DPD mailing bags. Cold chain items are shipped in insulated packaging with a temperature indicator. Fragile items are securely packed with additional protection.

What happens if I miss a delivery?

DPD will notify you with options to rearrange delivery, select a safe place, or redirect to a pickup point. If using our in-house same-day service, a redelivery fee may apply if delivery cannot be completed.

Where can I collect my order?

Orders can be collected from: Astetica Group Ltd, 14A Whittelegge Street, Bury, BL8 1SL. Collection is available 7 days a week from 9:00am – 5:30pm.

What do I need to bring to collect my order?

Please bring your order number or confirmation email. For prescription items, valid photo ID is also required.

Can someone else collect on my behalf?

Yes. Please provide their name in the order notes or contact us before collection. They must bring your order confirmation and valid ID.

What if I don’t collect my order?

We hold orders for 7 days. If uncollected, it may be cancelled and restocked. Prescription items are handled according to safety and legal requirements.

What if my order is lost or damaged?

If your parcel is lost or arrives damaged, contact us within 48 hours. We may request photos and arrange a refund or replacement where appropriate.

What if my parcel says delivered but I haven’t received it?

Please contact us within 48 hours of the marked delivery so we can raise a dispute with the courier. We may not be able to help with claims submitted later.

Can I change my delivery address after ordering?

Please contact us as soon as possible. We’ll do our best to accommodate changes, but we can’t guarantee updates once the order is processed.