Shipping &
Delivery
Everything you need to know about worldwide delivery, order preparation, tracking, customs charges and what to do if your parcel is delayed, damaged or cannot be located.
We deliver to supported destinations around the world.
Standard orders usually require 4–6 business days before dispatch.
Standard shipments are tracked from dispatch to delivery.
Duties are included on eligible standard delivery routes.
This Shipping Policy applies to purchases made through PlusHeight.com. Delivery availability, processing times, customs arrangements and final delivery times may vary by destination and selected service.
Worldwide Delivery
PlusHeight delivers to supported residential and business addresses worldwide.
Delivery availability, shipping charges, estimated delivery times and available services depend on the destination country, region and postcode.
Certain remote locations, islands, restricted territories, military addresses and PO boxes may not be supported by every delivery service or may require an additional charge.
Available delivery options and applicable charges will be displayed at checkout or confirmed before dispatch.
If your destination cannot be selected at checkout, contact PlusHeight before placing an order.
Order Processing Times
Delivery time consists of two separate stages: order processing and international transit.
Standard Orders
Standard orders normally require 4–6 business days from payment until international dispatch. This includes sourcing, local transit, receipt, inspection, packing and preparation.
Pre-Stocked Products
Products already held in ready-to-ship inventory are normally processed and dispatched within approximately 24 hours after payment.
Order Confirmed
Your payment and order details are received and checked.
Prepared
Your footwear is received, inspected and packaged.
Dispatched
The parcel enters the international delivery network.
Your order-confirmation email confirms that we have received your order. It does not mean that the parcel has already been dispatched.
Estimated Delivery Times
International transit estimates begin when the parcel physically leaves the dispatch facility. They do not include the processing period described above.
The total estimated delivery time is therefore:
Total delivery estimate: standard processing of 4–6 business days, followed by approximately 5–15 calendar days in international transit, depending on the destination.
Standard UK orders are normally estimated at 10–16 business days from the date the order is accepted and payment is processed.
Ready-stock products may arrive sooner because they do not require the full standard sourcing and preparation period.
Delivery may take longer because of:
- Seasonal demand or public holidays
- Stock availability
- Carrier disruption
- Severe weather
- Customs or border-processing delays
- Remote delivery locations
- Incorrect or incomplete address details
- Events outside our reasonable control
Delivery estimates are not guaranteed delivery dates unless PlusHeight expressly confirms a guaranteed service in writing.
Destination Guide
The estimates below show international transit time after dispatch. Add the applicable processing period to calculate the expected total order-to-delivery time.
| Destination | Transit After Dispatch | Standard Customs Basis |
|---|---|---|
| United Kingdom | Approximately 5–8 calendar days | DDP Duties and taxes included on eligible standard routes |
| Australia | Approximately 5–8 calendar days | DDP Duties and taxes included on most standard routes |
| Canada | Approximately 6–9 calendar days | DDP Duties and taxes included on most standard routes |
| United States | Approximately 6–10 calendar days | DDU Local import or clearance charges may apply |
| European Union | Approximately 8–15 calendar days | DDP Available on most standard routes |
| Germany, France, Italy and Spain | Often approximately 6–10 calendar days | DDP Available on most standard routes |
| Japan and South Korea | Varies by destination and selected route | DDP Available on most standard routes |
| Brazil, Argentina and Chile | Varies by country and local clearance | DDU Recipient may be responsible for import charges |
| Other Destinations | Varies by destination and selected route | Confirmed at checkout or before dispatch |
Customers ordering to Brazil must provide a valid CPF number where required for customs clearance.
Shipping Charges
The applicable shipping charge will be displayed at checkout before payment is completed.
Shipping charges may depend on:
- The destination country and postcode
- The number of products ordered
- Parcel weight and dimensions
- The selected delivery service
- Remote-area surcharges
- Any active shipping promotion
We may change shipping prices for future orders, but the price displayed and accepted when you place your order will apply to that purchase.
Where an unexpected remote-area or specialist-delivery surcharge is identified before dispatch, we will contact you and provide the option to pay the additional cost, supply an alternative eligible address or cancel the affected order.
Customs, Duties and Import Taxes
Customs arrangements depend on the destination country and the delivery route selected.
Delivered Duty Paid (DDP) means applicable import taxes, customs clearance and duties are included in the shipping arrangement.
DDP is available on most eligible standard routes to:
- The United Kingdom
- European Union destinations
- Canada
- Australia
- Japan
- South Korea
Customers using an eligible DDP route should not be asked to pay additional import charges when the parcel is delivered.
Delivered Duty Unpaid (DDU) means customs duty, import tax, clearance fees or other local charges are not prepaid and may be payable by the recipient.
DDU generally applies to:
- United States deliveries
- Brazil, Argentina and Chile
- Any order sent through UPS, FedEx or DHL express services
- Other destinations where checkout does not state that duties are included
PlusHeight does not control foreign customs authorities and cannot guarantee whether a charge will be imposed or the amount charged.
Eligible DDP orders: If a carrier unexpectedly requests a customs payment, contact PlusHeight before paying. Include your order number, tracking number, the carrier’s name and a copy of the payment request.
Tracking Your Order
Standard shipments are tracked from international dispatch through to delivery.
You will receive a tracking number or tracking link after the parcel has been dispatched.
Tracking normally begins updating when the parcel is scanned at the origin facility. A short delay before the first update does not necessarily mean the parcel has stopped moving.
Final delivery may be completed by a local delivery provider different from the carrier shown earlier in the tracking history.
Orders Sent in Separate Parcels
A single customer order may be divided into two or more parcels.
This can occur because of:
- Parcel size or weight limits
- Products requiring different delivery routes
- Items being prepared at different times
- Carrier or destination restrictions
Each parcel will receive a separate tracking number and may arrive on a different date.
Receiving part of an order does not mean that the remaining products have been cancelled.
Delivery Addresses
Customers are responsible for providing complete and accurate delivery information at checkout.
Please check:
- The recipient’s full name
- House number or building name
- Street name
- Town or city
- State, region or province where required
- Postcode or ZIP code
- Destination country
- Contact telephone number
- Email address
- Any required tax or customs identification number
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after processing or dispatch has started.
For security reasons, we may request additional verification before changing the delivery address of a paid order.
An address change is not confirmed until PlusHeight has accepted it in writing.
Delivery Attempts and Safe Places
Depending on the local carrier, a parcel may be:
- Delivered directly to the stated address
- Left in an authorised safe place
- Delivered to a nominated neighbour or reception
- Redirected to a collection point
- Presented for another delivery attempt
Customers should monitor tracking information and follow carrier instructions promptly.
Where you expressly instruct the carrier to leave a parcel in a safe place or with a nominated person, delivery to that authorised location may be treated as completed.
Responsibility for the Parcel
For consumer orders, PlusHeight remains responsible for the goods until they are delivered to:
- You
- A person nominated by you
- A location expressly authorised by you
Our responsibility does not end merely because the parcel has been handed to a delivery carrier.
This does not make PlusHeight responsible for loss occurring after valid delivery to a person or location expressly authorised by the customer.
Delayed Orders
A parcel is not automatically considered lost because it is delayed or tracking has temporarily stopped updating.
Contact us where:
- The estimated delivery period has passed
- Tracking has not updated for an extended period
- The carrier reports a delivery problem
- The parcel appears to be returning to sender
We may need to open an investigation with the delivery network before confirming whether the parcel is delayed, lost or being returned.
Carrier investigations may take several business days. We will keep you reasonably informed while the investigation is underway.
Tracking Says Delivered
If tracking says your parcel was delivered but you cannot locate it:
- Check all entrances and secure locations.
- Ask members of your household.
- Check with neighbours, reception or building staff.
- Review any delivery photograph or location information.
- Check whether the parcel was taken to a collection point.
- Contact the local carrier and notify PlusHeight promptly.
We may ask you to complete a non-receipt declaration to support the carrier investigation.
A delivered tracking status is evidence of delivery, but it will not automatically override credible evidence that a parcel was delivered incorrectly.
We may refuse a refund or replacement where available evidence establishes that the parcel was correctly delivered to you, your nominated recipient or your expressly authorised delivery location.
Lost Parcels
We will follow the relevant carrier’s investigation and lost-parcel procedure.
Where a parcel is confirmed as lost before valid delivery, PlusHeight will provide an appropriate remedy, which may include:
- A replacement, subject to stock availability
- A refund to the original payment method
Customers will not be required to pursue a delivery provider themselves to obtain a remedy from PlusHeight.
Damaged Parcels or Products
Inspect your parcel and footwear as soon as reasonably possible after delivery.
If an item or parcel arrives damaged, contact info@plusheight.com and provide:
- Your full name and order number
- Photographs of the outer packaging
- A photograph of the shipping label
- Photographs or video showing the damage
- A clear description of the problem
Keep the product and packaging until we confirm whether they are needed for inspection or a carrier claim.
Providing photographs helps us investigate quickly but does not remove or reduce your statutory rights.
Incorrect or Missing Items
Contact us promptly if you receive:
- The wrong product
- The wrong size
- The wrong colour
- An incomplete order
- A product missing an included component
Include your order number and clear photographs of what was received.
Do not return the item until PlusHeight has provided the correct return instructions.
Where the error is ours, you will not be required to pay reasonable return costs.
Refused or Uncollected Deliveries
Refusing delivery or failing to collect a parcel does not automatically complete a cancellation.
You should contact PlusHeight directly if you wish to cancel an order.
Where a parcel is returned because of refusal, failure to collect it, unpaid destination-country charges or incorrect customer-provided address details, we may deduct direct and reasonable costs where legally permitted.
Additional shipping costs may apply where you request redelivery after an unsuccessful delivery caused by incorrect customer-provided information.
Packaging and Sender Information
Standard PlusHeight orders are sent in plain, discreet outer packaging.
Standard parcels should not include:
- Unrelated third-party retail branding
- Supplier invoices or prices
- Unrelated promotional materials
- Third-party customer receipts
The sender name may appear as PlusHeight or through an authorised delivery facility.
Carrier codes, routing references and legally required customs or delivery information may still appear on the shipping label.
Packaging may vary according to the product, parcel size, destination and delivery route.
Events Outside Our Reasonable Control
Delivery may be affected by events outside our reasonable control, including:
- Severe weather
- Natural disasters
- Industrial action
- Government restrictions
- Transport-network disruption
- Widespread carrier interruption
- Customs or border-processing disruption
- Conflict or civil unrest
This section does not remove any mandatory consumer right to cancel or receive a refund where delivery is not completed within an agreed or legally required period.
Need Help With Delivery?
Contact the PlusHeight team with your full name, order number and tracking number. Include screenshots or photographs where a carrier has issued a delivery, customs or payment notice.