Frequently Asked Questions

Q: Are you a genuine company?

A: Yes, we are absolutely a genuine UK-registered company, having been successfully operating since 2023 and listed on Companies House. We are currently integrating with a larger group, and our updated Companies House registration number will be available early next year.

 

Q: Some reviews note delayed order delivery, what caused this?

A: During 2025, our company experienced a period of substantial and rapid growth. This success led to a significant increase in the volume of orders we received. Unfortunately, this sudden surge in demand created unexpected logistical challenges, specifically concerning courier pickup and processing. As a small, growing company, our existing operational infrastructure and staffing levels were not immediately equipped to handle this dramatically increased throughput efficiently.

We acknowledge that this resulted in disappointing and sometimes significant delays in order delivery for a number of our valued customers. We sincerely regret any inconvenience and frustration this caused. We were, however, able to navigate these difficult growing pains thanks to the understanding and support of our loyal customer base. Their patience and feedback were invaluable as we worked tirelessly to implement necessary improvements and scale our operations to meet the new level of demand.

 

Q: What are your shipping timeframes?

A: We strive to ensure your order reaches you in a timely manner. Our current standard delivery window, from the moment an order is placed on our website until it arrives at your designated address, is 6 to 7 business days. This timeframe includes both the necessary internal order processing and the transit time with our shipping partners.

Our Commitment to Improvement:

We are continuously optimizing our logistics and supply chain processes to provide a faster service. Our dedicated team is working diligently toward a significant reduction in this timeframe, with the goal of achieving a target delivery window of 3 to 4 business days in the near future. We understand that quick delivery is important to our customers, and we appreciate your patience as we implement these enhancements. We will notify our customers immediately once this improved shipping timeframe is officially in effect.

 

Q: How can I track my order?

A: After placing your order, you will receive a tracking number by email within 24 hours. This number allows you to monitor your delivery progress.

 

Q: When will my order arrive?

A: After you place an order, you will receive an email confirmation containing your estimated delivery date. If you cannot find this email or are unable to locate your estimated delivery date within your email, please reach out to our customer support team for assistance.

Q: My estimated delivery date has passed, and I still haven't received my order. What should I do?

A: Please contact our customer support team immediately for urgent assistance with your enquiry.

 

Q: How do I contact customer support?

A: The most effective way to contact us is via email at customersupport@shoppng.uk. We strive to reply to all enquiries within a 24-hour period.