A customer-facing delivery policy covering delivery areas, options and charges, dispatch times, tracking, failed deliveries, damaged or missing parcels, risk, international orders, click-and-collect and large-item delivery.
Retail & e-commerce
Delivery, Shipping and Click-and-Collect Policy
About this document
Delivery questions are the biggest source of customer contact for online shops. A clear policy sets expectations, reduces complaints and makes your legal position clear – including that the goods remain your responsibility until they reach the customer.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
A complete, ready-to-use document with every section written, your details shown in [square brackets], and guidance notes explaining how to complete it.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Retail & e-commerce
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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