Shipping policy

SHIPPING POLICY

Last updated: 30 August 2026

This Shipping Policy applies to orders placed through altasawuq.co.uk.

  1. UK DELIVERY OPTIONS

The following delivery options are available for eligible UK orders:

• Standard Delivery: £4.99
• Free Standard Delivery: available on qualifying orders of £50 or more
• Express Delivery: £8.99

The delivery methods and charges available for your order will be confirmed at checkout. Certain products, destinations or unusually large orders may have different delivery options.

  1. ORDER PROCESSING

Orders are processed during working days, excluding weekends and UK public holidays.

Processing time varies depending on the product. Ready-made items may be dispatched sooner, while cut-to-size foam, made-to-measure cushions, mattresses and other customised products require additional preparation time before dispatch.

Any delivery estimate begins after the order has been prepared and dispatched. Choosing Express Delivery does not shorten the manufacturing or preparation time for made-to-order products.

During busy periods, promotions, public holidays or circumstances outside our reasonable control, processing and delivery may take longer.

  1. DELIVERY ESTIMATES

Estimated delivery dates are provided as guidance and are not guaranteed unless expressly stated otherwise. Delivery may be affected by courier delays, severe weather, transport disruption, customs procedures or other events outside our control.

We are not responsible for losses caused solely by a courier delay, but we will provide reasonable assistance where an order has not arrived as expected.

  1. CUT-TO-SIZE AND MADE-TO-MEASURE PRODUCTS

Products made or cut to the customer’s selected measurements may require a longer preparation period.

Customers are responsible for checking all dimensions, sizes, colours and other selected options before placing an order. Once production or cutting has started, an order may not be capable of being changed or cancelled.

Please see our Refund Policy for information about returns and cancellation rights relating to customised products.

  1. LARGE OR BULKY PRODUCTS

Foam, mattresses, cushions and other bulky products may be compressed, rolled, folded or packaged in a suitable way for transportation.

After unpacking, please allow the product sufficient time to return to its intended shape. Minor temporary compression marks caused by transit are not normally considered product defects.

Large, bulky or multi-item orders may arrive in more than one parcel or on different days.

  1. INTERNATIONAL DELIVERY

Delivery to selected European and international destinations may be available. Where available, the delivery charge is calculated by DPD or another applicable delivery service and displayed at checkout.

International customers are responsible for any import VAT, customs duties, handling fees, taxes or other charges imposed by the destination country unless the checkout expressly states that these charges have been included.

Customs processing may delay delivery. Altasawuq cannot control customs inspections or the charges imposed by overseas authorities.

Some products or destinations may not qualify for international delivery.

  1. ORDER TRACKING

Where tracking is available, the tracking details will be sent to the email address or telephone number supplied with the order after dispatch.

Tracking information may take some time to become active after the parcel has been handed to the courier.

  1. DELIVERY ADDRESS

Customers must provide a complete and accurate delivery address when placing an order.

Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that an address can be changed once an order has entered production, been packed or been dispatched.

We are not responsible for failed delivery resulting from an incomplete or incorrect address provided by the customer. Additional charges may apply if an order must be redirected or sent again.

  1. MISSED OR REFUSED DELIVERIES

The courier may attempt redelivery, leave the parcel in an authorised safe place or collection location, or return it to us.

If an order is returned because delivery was refused, repeatedly missed or the address supplied was incorrect, we may deduct the courier’s return charge and any reasonable redelivery costs from the amount refunded, where legally permitted.

  1. DELAYED OR MISSING ORDERS

If your order has not arrived within the estimated period, please:

• Check the tracking information supplied by the courier.
• Check whether the courier has left a delivery notice.
• Check with household members, neighbours or any nominated safe place.
• Contact us with your order number if the parcel still cannot be located.

We will contact the courier and, where appropriate, open an investigation. Courier investigations may take several working days to complete.

A replacement or refund will be considered once the parcel is confirmed as lost, subject to your statutory rights.

  1. DAMAGED PARCELS OR INCORRECT ITEMS

Please inspect your order as soon as it arrives.

If an item is damaged, defective or incorrect, contact us promptly and provide:

• Your order number
• A description of the problem
• Photographs of the item
• Photographs of the outer and inner packaging
• A photograph of the courier label, where possible

Please retain the product and all packaging until we confirm the next steps. This information allows us to investigate the issue and arrange an appropriate remedy.

Nothing in this policy limits your legal rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

  1. SPLIT SHIPMENTS

An order containing products from different ranges, suppliers or preparation locations may be dispatched separately. You will not be charged additional delivery fees solely because we divide an order into multiple shipments, unless this was agreed with you beforehand.

  1. CONTACT US

For questions about delivery or an existing order, contact:

Altasawuq
Email: altasawuq@outlook.com
Website: https://altasawuq.co.uk

Please include your full name and order number when contacting us about an order.

Altasawuq is operated by Altasawuq Limited, a company registered in Scotland under company number SC824783.

This Shipping Policy does not affect your statutory rights under applicable UK consumer law.