Shipping policy

Welcome to Millie's Moss. We specialise in the sale and distribution of sea moss products, including perishable sea moss gels. This Shipping Policy explains how we process, dispatch, and deliver orders, so please read it carefully before placing an order.

1. Delivery Process

Delivery time includes both our handling or production time and the time taken by the courier to deliver your order.

Total delivery time = handling time + transit time

2. Handling Time

All times are UK time. Orders placed before 12:00 noon are dispatched the same day: Monday to Thursday for orders containing gel (including mixed orders), and Monday to Friday for orders without gel. Orders placed after noon are dispatched on the next eligible dispatch day. Orders containing gel placed after noon on Thursday, or on Friday, Saturday or Sunday, are dispatched on Monday. Orders without gel placed after noon on Friday, or on Saturday or Sunday, are dispatched on Monday.

We do not dispatch on bank holidays in England or during announced closures, and dispatch moves to the next eligible day. Over Christmas 2026, the last dispatch day is Wednesday 23 December and dispatch resumes on Tuesday 29 December. Dispatch is subject to stock and preparation readiness. See our delivery information for full details.

3. Delivery Timeframes

Our sea moss gels contain no preservatives and are perishable. Fresh gels and any bundles containing gel are delivered within the UK only. Customers outside the UK can order our non-perishable range: capsules, sea moss powder, dried sea moss, gummies, black seed oil and teas.

Once your order has been dispatched, estimated transit times are as follows:

• UK orders containing gel: Royal Mail Tracked 24, with a next-working-day delivery aim
• UK orders without gel: Royal Mail Tracked 48, with a 2 to 3 working-day delivery aim, or the express service shown at checkout where offered
• Europe (including Ireland): 5 to 10 business days
• Rest of world: 5 to 10 business days

Royal Mail delivery aims start after dispatch and are not guaranteed arrival dates. Some postcodes, including Northern Ireland (BT) and some Highlands and Islands areas, are outside these aims. Please check our delivery information for current preparation and dispatch cut-offs.

International delivery times can vary depending on the destination country, local courier networks, and customs clearance. Please note that all delivery timeframes are estimates only and are not guaranteed.

4. Shipping Providers

We primarily use Royal Mail to deliver our orders. However, we reserve the right to use alternative courier services where necessary to ensure efficient and reliable delivery.

5. Shipping Rates

Our current delivery rates are as follows:

• UK standard delivery: £3.99 for orders under £30; free for orders of £30 or more.
• UK express delivery: £4.99 for orders under £40; free for orders of £40 or more.
• International delivery (including Ireland): £9.99

Available delivery options and the final shipping charge are displayed at checkout.

Royal Mail collection points

On eligible UK orders, you can choose a participating Post Office branch or Royal Mail Customer Service Point in the regular checkout. Select pickup-point delivery when offered, then choose a Royal Mail location from the map or list and check its address and opening hours.

Standard collection-point delivery is free when offered. It has its own rate, separate from the home-delivery thresholds above. Available locations and final charges depend on your postcode, basket and stock at our dispatch location, and are confirmed at checkout. All physical items must be available to ship together from one location. Collection points are not available with Apple Pay, Google Pay, Amazon Pay or PayPal, or for B2B checkout.

Wait for Royal Mail to confirm your parcel is ready to collect and follow its collection instructions. For fresh gels, choose a location you can reach promptly, collect promptly when ready and refrigerate immediately after collection. Choose home delivery if you cannot collect promptly.

Check your location before paying: carrier pickup-point orders cannot be edited after they are placed. This option does not automatically change existing orders or subscription renewals. Our usual preparation and dispatch rules still apply.

6. Incorrect or Incomplete Addresses

Customers are responsible for providing a full and accurate delivery address when placing an order. Because many of our products are perishable, it is especially important that delivery details are correct.

If an order is returned to us because:

• the address provided was incorrect or incomplete, or
• the recipient was unavailable to accept delivery,

the customer may choose either:

• to have the order re-sent, or
• to receive a refund, less the applicable re-delivery or return costs.

A £4.99 re-delivery fee will apply where re-shipping is requested.

7. Packaging

Our sea moss products are carefully packaged to protect them during transit.

Every order containing gel is packed with frozen ice packs. Ice packs do not guarantee the temperature of your parcel on arrival, particularly if delivery is delayed, so please refrigerate gel as soon as it arrives and follow the date and storage instructions on your jar.

8. Damaged, Faulty, or Missing Items

We take great care to package every order securely, but very occasionally an item can be damaged in transit. If your order arrives damaged, faulty, or incomplete, please contact us at support@milliesmoss.com as soon as you can, ideally within 3 days of delivery, so we can put it right. Reporting later does not automatically invalidate your claim, but it can make it harder to evidence and to recover the cost from the courier.

To help us resolve your claim quickly and, where relevant, raise it with the courier, we ask that you:

• Keep the affected item(s) and all original packaging (including the outer box and any protective materials) until your claim is fully resolved. Please do not dispose of anything, as it may be needed to complete the claim.
• Send clear photographs showing: the damaged item(s); the outer packaging and postage label exactly as received; and any leakage or damage to the packaging itself.

Once we have received this information, we will review your claim and, where it is verified, offer a suitable replacement or refund. Eligible orders are replaced whether or not Delivery Guarantee+ was purchased. We may request further details where needed.

We reserve the right to decline a claim where the required evidence is not provided, or where the information supplied is incomplete or inconsistent with the reported issue. This does not affect your statutory rights under applicable consumer law.

9. Shipping Protection (Delivery Guarantee+)

For added peace of mind, you can add Delivery Guarantee+ to your order at checkout.

Where an order is lost or damaged in transit, we replace eligible orders whether or not Delivery Guarantee+ was purchased, subject to Section 8 above. Delivery Guarantee+ additionally provides:

• Cover for theft after delivery, once your parcel has been successfully delivered to the address provided
• A fast-tracked, no-quibble replacement where an order is lost or damaged in transit, without the standard claim review

If you experience an issue with your delivery, please contact us at support@milliesmoss.com with the details and, where relevant, the supporting photographs described in Section 8. Terms and eligibility apply, including Section 10 below.

10. Theft After Delivery

Once your parcel has been delivered to the address given at checkout, responsibility for its security passes to you. Where tracking, a delivery photo or a signature shows that it was delivered, we are not able to replace or refund it as standard.

If you added Delivery Guarantee+ to your order, theft after delivery is covered. To make a claim we will ask you to report the theft to the police and to provide the crime reference number they give you, together with written confirmation that the parcel was not received. Once we have both, we will replace your order.

This section does not apply where a parcel was not actually delivered to you, or where it was left somewhere you had not authorised. If a courier has left your parcel somewhere you did not agree to, please tell us and we will take it up with them.

To reduce the risk of theft, you can leave delivery instructions with Royal Mail, nominate a safe place or a neighbour, or have parcels held at a local collection point.

11. Fair Use and Misuse of Claims

Our damage, loss and theft cover, including Delivery Guarantee+, is offered in good faith so that genuine customers are looked after quickly.

We reserve the right to request further evidence, to decline a claim, and to withdraw access to Delivery Guarantee+ or to refuse future claims, where:

• a claim is found to be fraudulent, exaggerated or misrepresented;
• a claim is supported by images or documents that have been edited, altered, digitally manipulated or artificially generated, or that do not show the actual item supplied by us;
• the information provided is materially inconsistent with the issue reported, with the condition of the goods, or with carrier tracking records; or
• a customer makes repeated claims that cannot be substantiated.

Where we decline a claim, we will explain the reason. Nothing in this section affects your statutory rights under applicable consumer law, and it does not apply to genuine claims that are simply difficult to evidence.

12. International Shipping

We offer international shipping to selected destinations.

Please note that customs duties, import taxes, local fees, or similar charges may apply depending on the destination country. These charges are the responsibility of the customer and are not included in our product prices or shipping charges unless stated otherwise.

13. Tracking

Once your order has been dispatched, we will send tracking details to the email address provided at checkout. Please allow up to 24 hours for tracking information to become active.

14. Perishable Products Disclaimer

Our sea moss gels are perishable and contain no preservatives. Because of this, it is important that the parcel is received at the first attempted delivery wherever possible.

Once the courier has made the first delivery attempt, we cannot accept responsibility for any deterioration in product condition caused by delayed receipt, missed delivery, or the parcel being left uncollected.

If an order is returned to us as undeliverable, or if local duties, taxes, or customs charges are not paid by the customer, we reserve the right not to offer a refund or replacement.

This section does not affect your statutory rights. We review each case individually, including where a delay was caused by the courier.

15. Contact Us

If you have any questions about shipping or delivery, please contact us:

Email: support@milliesmoss.com

Last updated: 20 October 2026