Shipping policy

Ridgehart Shipping Policy

This Shipping Policy applies to orders placed throughĀ ridgehart.com, operated by EVELYN FORGE INVESTMENTS.

By placing an order with Ridgehart, you agree to this Shipping Policy. This policy should be read together with our Refund, Returns and Digital Sales Policy.

1. Order Processing

Once your order has been placed, Ridgehart will begin processing it as soon as possible.

Order processing times may vary depending on the product type, availability, payment verification, security checks, customisation requirements, production time, and delivery destination.

Orders are processed on business days only, excluding weekends, bank holidays, public holidays, and any periods where Ridgehart is closed.

2. Delivery Timeframes

Estimated delivery timeframes are shown on the product page, at checkout, or in your order confirmation where applicable.

Unless a longer delivery timeframe has been clearly stated or agreed with you, Ridgehart will aim to deliver physical goods within 30 days of your order being accepted.

Delivery estimates are not guaranteed delivery dates. Delays may occur due to courier issues, customs checks, payment checks, stock availability, weather disruption, seasonal demand, strikes, incorrect delivery information, or events outside Ridgehartā€™s reasonable control.

3. Made to Order, Custom, or Bespoke Items

Some Ridgehart products may be made to order, customised, personalised, produced on demand, or specially sourced.

These items may require additional processing or production time before dispatch. Any estimated production or dispatch timeframe shown on the product page, at checkout, or in your order confirmation forms part of the agreed delivery timeframe.

If your order contains both ready to ship and made to order items, Ridgehart may dispatch the items together or separately at its discretion.

4. Shipping Methods

Ridgehart may use trusted third party couriers, postal services, specialist delivery providers, tracked services, insured services, or freight services depending on the item, value, destination, and delivery requirements.

The available delivery options may vary by product and location.

Ridgehart reserves the right to choose or change the courier or delivery service where reasonably necessary to complete delivery safely and efficiently.

5. Shipping Costs

Shipping costs, where applicable, will be shown at checkout before you place your order.

Shipping charges may vary depending on the delivery destination, product size, product weight, order value, insurance requirements, packaging requirements, courier service, or delivery method selected.

Shipping charges are non refundable unless required by law or unless the refund relates to a faulty, damaged, incorrect, or not as described item.

6. Tracking Information

Where tracking is available, Ridgehart will provide tracking details by email, order page, customer account, or another suitable method.

Tracking updates are controlled by the courier or delivery provider. Ridgehart is not responsible for delays or errors in courier tracking systems, but we will assist where reasonably possible.

7. Delivery Address

You are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Ridgehart is not responsible for failed, delayed, lost, or misdelivered orders where the customer has provided incorrect, incomplete, outdated, or inaccessible delivery information.

If an order is returned to Ridgehart because of an incorrect address, failed delivery attempt, refusal, non collection, or customer error, the customer may be responsible for any redelivery costs, return shipping charges, handling costs, customs charges, and any other reasonable costs incurred.

8. Failed Delivery Attempts

If a courier attempts delivery and you are unavailable, the courier may leave instructions for redelivery, collection, or safe place delivery.

You are responsible for following the courierā€™s instructions within the required timeframe.

If your order is returned to Ridgehart because it was not collected, not accepted, or not successfully delivered after reasonable attempts, Ridgehart may charge additional shipping fees to resend the order.

9. Safe Place, Neighbour, and Collection Point Deliveries

If you request or authorise delivery to a safe place, neighbour, concierge, reception, parcel locker, collection point, building manager, or other nominated person or location, Ridgehart may treat delivery as completed once the courier records the item as delivered to that nominated person or location.

You should only nominate a safe place or third party if you are confident it is secure.

This does not affect your statutory rights where an item is faulty, damaged, incorrect, or not as described.

10. Damaged Parcels

Please inspect your parcel as soon as possible after delivery.

If the parcel appears damaged, opened, tampered with, wet, crushed, or otherwise compromised, please take photographs before opening it and contact Ridgehart as soon as possible.

You may be asked to provide:

  1. Your order number
  2. Photographs of the outer packaging
  3. Photographs of the inner packaging
  4. Photographs or video of the damaged item
  5. A clear description of the issue
  6. Any courier notes or delivery evidence available

Please keep all packaging until the matter has been fully resolved.

11. Lost or Missing Parcels

If your tracking shows that your parcel has been delivered but you have not received it, please check:

  1. Your delivery address
  2. Any safe place selected
  3. Neighbours
  4. Reception or concierge
  5. Parcel lockers or collection points
  6. Other members of your household or business premises

If the parcel still cannot be located, contact Ridgehart and we will assist with a courier investigation where appropriate.

Courier investigations can take time and may require written confirmation from the customer. Ridgehart may not be able to issue a replacement or refund until the courier investigation has been completed, unless required by law.

12. International Shipping

Ridgehart may offer international shipping to selected destinations.

International delivery times vary depending on destination, customs clearance, courier service, local postal networks, public holidays, import checks, and events outside Ridgehartā€™s control.

International delivery estimates are not guaranteed.

Ridgehart reserves the right to refuse, cancel, or amend international orders where delivery is unavailable, restricted, commercially unreasonable, or affected by legal, customs, courier, or logistical limitations.

13. Customs, Import Duties, and Taxes

For international orders, your order may be subject to customs duties, import VAT, taxes, brokerage fees, handling fees, clearance charges, or other charges imposed by the destination country.

Unless clearly stated otherwise at checkout, these charges are the customerā€™s responsibility and are not included in the product price or shipping cost.

Ridgehart has no control over customs charges, customs delays, import rules, or local tax assessments.

If you refuse to pay customs charges or fail to complete customs requirements, your order may be delayed, abandoned, returned, or destroyed. In such cases, Ridgehart may deduct any shipping, return, customs, storage, handling, or related costs from any refund that may be due.

14. Delivery Restrictions

Ridgehart may be unable to deliver to certain countries, regions, islands, remote areas, military addresses, PO boxes, parcel forwarding services, hotels, temporary addresses, freight forwarders, or high risk locations.

Some products may also be restricted by courier rules, customs rules, insurance rules, size, weight, value, material, or destination country regulations.

If Ridgehart cannot deliver your order, we will contact you where possible.

15. Digital Product Delivery

Digital products do not require physical shipping.

Digital products may be delivered by download link, email, customer account access, order confirmation page, file transfer, or another digital delivery method.

Once a digital product has been supplied, downloaded, accessed, emailed, unlocked, or otherwise made available to you, the purchase is final and non refundable except where required by law, as explained in our Refund, Returns and Digital Sales Policy.

You are responsible for providing a correct email address and ensuring that you have suitable software, internet access, device compatibility, storage space, and download access for the digital product purchased.

Ridgehart is not responsible for digital delivery issues caused by incorrect email addresses, spam filters, full inboxes, device restrictions, customer error, unsupported software, third party platforms, internet issues, or failure to read the product description.

16. Pre Orders

If Ridgehart offers pre order products, the estimated dispatch or delivery timeframe will be stated on the product page, at checkout, or in your order confirmation.

Pre order dates are estimates and may change due to production delays, supplier delays, shipping delays, customs delays, or other circumstances outside Ridgehartā€™s reasonable control.

If a significant delay occurs, Ridgehart will contact you where reasonably possible.

17. Split Shipments

Ridgehart may dispatch items in separate parcels where appropriate.

This may happen where items are shipped from different locations, have different processing times, are made to order, are digital and physical items combined in one order, or require different delivery services.

You will not normally be charged additional shipping fees for split shipments unless clearly stated or agreed.

18. High Value Orders

For high value orders, Ridgehart may require tracked delivery, insured delivery, signature on delivery, identity checks, address verification, payment verification, or additional security checks before dispatch.

Ridgehart may delay dispatch while these checks are completed.

Where a signature is required, the customer is responsible for ensuring that someone is available to receive the delivery.

19. Events Outside Our Control

Ridgehart is not responsible for shipping delays or failures caused by events outside our reasonable control, including but not limited to courier disruption, customs delays, extreme weather, strikes, transport disruption, technical failures, cyber incidents, payment checks, supplier delays, pandemics, natural disasters, war, civil unrest, government action, import restrictions, or force majeure events.

Where such events occur, Ridgehart will take reasonable steps to minimise disruption where possible.

20. Contact About Shipping

For shipping queries, please contact Ridgehart using the contact details provided on ridgehart.com.

Please include:

  1. Your full name
  2. Your order number
  3. The email address used to place the order
  4. Your delivery address
  5. Tracking details, if available
  6. A clear explanation of the issue

21. Statutory Rights

Nothing in this Shipping Policy limits or excludes your statutory rights.

Where any part of this policy conflicts with your mandatory consumer rights, your statutory rights will apply.