Shipping policy

Last updated: 23.01.2026

This Shipping Policy explains how vploq (“we”, “us”, “our”) ships orders placed through our website.

This policy forms part of our Terms & Conditions.

1. Shipping regions

We currently ship to:

  • United Kingdom
  • Ireland
  • United States
  • Australia
  • EU
  • Middle East
  • Other international destinations where carriers allow delivery

If we are unable to ship to your location, you will be notified at checkout or contacted for a refund.

2. Order processing

2.1 Pre-orders

  • Pre-order items are processed once production is completed and the product becomes ready for shipment.
  • Estimated shipping windows are displayed on the product page or at checkout and are estimates only.
  • Delays may occur due to manufacturing, quality control, regulatory approvals, logistics, or customs processing.

3. Shipping methods & carriers

We ship using reputable international carriers, which may include:

  • DHL
  • FedEx
  • UPS
  • Local or regional courier partners

Carrier selection depends on destination, package size, and service availability.

Tracking information will be provided once your order has shipped, where available.

4. Shipping costs

Shipping costs:

  • Are calculated at checkout or displayed on the product page; or
  • Included in the product price, where stated.

Shipping fees are non-refundable once an order has shipped, except where required by law.

5. Delivery estimates

Delivery times vary by destination and shipping method.

Estimated delivery times:

  • Do not include order processing or pre-order production time;
  • Are provided for reference only and are not guaranteed.

We are not responsible for delays caused by:

  • Customs inspections or clearance delays;
  • Carrier service disruptions;
  • Incorrect or incomplete shipping information;
  • Events beyond our reasonable control.

6. Customs, duties, and taxes

6.1 International shipments (DAP)

Unless explicitly stated otherwise at checkout, all international orders are shipped on a DAP (Delivered At Place) basis, meaning:

  • You are responsible for any import duties, VAT/GST, customs fees, or local taxes imposed by your country.
  • These charges are not included in the product price or shipping fee unless clearly stated.

Customs authorities may require additional information from you to process delivery. Failure to provide requested information may result in delays or return of the shipment.

6.2 Refused or unclaimed shipments

If a shipment is:

  • Refused due to unpaid duties or taxes; or
  • Unclaimed and returned or abandoned,

we may deduct return shipping costs, customs fees, and carrier charges from any refund, where permitted by law.

7. Delivery address & failed deliveries

7.1 Address accuracy

You are responsible for providing a complete and accurate shipping address.

We are not responsible for:

  • Delays or non-delivery due to incorrect or incomplete addresses;
  • Additional costs incurred to re-ship or redirect a package.

7.2 Failed delivery attempts

If a carrier is unable to deliver due to recipient unavailability, the carrier may:

  • Attempt re-delivery; or
  • Hold the package for collection; or
  • Return the package to us.

Additional fees may apply and may be deducted from any refund.

8. Risk of loss

For consumer orders, the risk of loss passes to you upon successful delivery to the shipping address provided, unless applicable law requires otherwise.

9. Lost or damaged shipments

9.1 Lost shipments

If your order is marked as delivered by the carrier but you have not received it, please contact us within 14 days of the delivery confirmation.

If a shipment is confirmed lost in transit by the carrier, we will, at our discretion:

  • Arrange a replacement shipment; or
  • Issue a refund.

9.2 Damaged shipments

If your order arrives damaged, the damage must be reported to us within 3 days of delivery.

To be eligible for a replacement or refund due to shipping damage, the outer packaging must show visible signs of damage at the time of delivery. You must provide clear photos of the package in its unopened state, including the shipping label and any visible damage to the packaging.

We may also request additional photos or information to assess the damage and to file a claim with the shipping carrier.

Damage reported after the package has been opened, used, or handled without prior notice may not be eligible for replacement or refund, as we may be unable to verify whether the damage occurred during transit.

10. Partial shipments

If your order contains multiple items, they may ship separately at no additional cost to you unless otherwise stated.

11. Shipping restrictions

Certain products may be subject to:

  • Export controls;
  • Import restrictions;
  • Carrier limitations in specific countries.

We reserve the right to cancel and refund orders that cannot be shipped due to legal or carrier restrictions.

12. Contact

For shipping-related questions, contact us at: hello@vploq.com