Shipping policy

Last updated: 3 November 2026

Thank you for shopping with Miarus, a shop operated by NovaSupplies VOF (“we”, “us”, “our”). This Shipping Policy explains where we deliver, how long each stage of delivery takes, what shipping costs, how you can track your parcel, and what we will do if something goes wrong with your delivery.

This policy applies to all orders placed on miarus.com for delivery in the United Kingdom. It forms part of our Terms of Service and should be read together with our Returns and Refund Policy and Privacy Policy. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Delivery summary

• Working days are Monday to Friday, excluding public holidays in the United Kingdom. Saturdays, Sundays and public holidays are not counted.
• All times are estimates, not guaranteed delivery dates. They start from the moment your payment is confirmed.
• The estimated delivery window for your order is shown at checkout before you pay and is repeated in your order confirmation email.

2. Where we deliver

We deliver to addresses in the United Kingdom: England, Scotland, Wales and Northern Ireland.

• Remote areas: delivery to the Scottish Highlands and Islands, Northern Ireland, the Isles of Scilly and some remote postcodes may take longer than the times shown above. If this applies to your address, we will tell you before dispatch.
• Not available: we do not currently deliver outside the United Kingdom, including to the Channel Islands, the Isle of Man, the Republic of Ireland, and British Forces Post Office (BFPO) addresses. We do not deliver to PO boxes or parcel lockers unless this is stated at checkout.
• Unable to deliver: if we cannot deliver to your address, we will contact you before dispatch and offer you a full refund or the chance to give a different UK address.

3. Order processing time (1 to 3 working days)

Once we have received and confirmed your payment, we need 1 to 3 working days to check, prepare and dispatch your order. During this time we:

• verify your order, payment and delivery details;
• check the item and prepare it for shipping;
• pack the item securely and hand it to the carrier;
• create your tracking number and email it to you.

Cut-off times. Orders placed after 6:00 PM (GMT) on a weekday, or at any time on a Saturday, Sunday or public holiday, are treated as placed on the next working day.

Busy periods. During high-demand periods such as Black Friday, Cyber Monday, Christmas and sales events, processing may take longer than usual. If this happens, we will show a notice on the website and let you know by email if your order is affected.

Verification. For security reasons, we may contact you to confirm your identity, address or payment details. If we do not hear from you within a reasonable time, dispatch may be delayed or the order may be cancelled and refunded.

Dispatch confirmation. You will receive two emails: an order confirmation as soon as you place your order, and a dispatch confirmation with your tracking number when the parcel has left us. The dispatch email is our confirmation that your order has been accepted and sent.

4. Shipping time (6 to 8 working days)

After dispatch, the carrier needs 6 to 8 working days to deliver your parcel to your address. Adding the processing time, your total estimated delivery time is 7 to 11 working days from the date of your order.

Transit time can be affected by carrier workload, weather, customs checks, public holidays, local road or transport disruption, and other events outside our control. If your order is going to be delayed beyond the estimate, we will let you know as soon as we can.

5. Shipping costs

• Shipping costs are calculated automatically from the items in your basket and your delivery address, and are shown at checkout before you pay.
• The shipping cost is added to your order total together with any applicable UK VAT. There are no hidden delivery fees.
• If we offer free shipping or a minimum order value for free shipping, the conditions are shown on the website and apply only as described there. Free shipping offers may not apply to remote areas.
• If your order is sent in more than one parcel, you will not be charged additional shipping.
• If you return an item, the refund of your delivery charge is explained in our Returns and Refund Policy.

6. Tracking your order

Every order is sent with a tracking number. We email it to you as soon as your parcel is dispatched, together with a link to follow its progress.

• Tracking information may take up to 48 hours to show the first update after dispatch.
• During transit there can be periods when the status does not change, for example while the parcel is being transferred between depots or carriers. This is normal.
• If your tracking has not updated for 5 working days, please email info@miarus.com with your order number and we will check with the carrier.
• Please make sure the email address you give at checkout is correct and check your spam or junk folder if you do not receive our emails.

7. Delivery to your address

• Parcels are delivered by our courier or postal partners to the address you gave at checkout.
• A signature may be required on delivery for some orders. If so, we will tell you in the dispatch email.
• If you are not at home, the carrier may leave your parcel in a safe place, with a neighbour or at a local collection point, and will normally leave a card or message explaining where it is.
• Please follow the carrier’s instructions. Some carriers allow you to rearrange delivery or give special instructions, such as safe-place requests, using the tracking link.
• Once a carrier shows your parcel as delivered to your address, a safe place or a neighbour, we consider the delivery complete. If you cannot find it, please follow the steps in section 12.

8. Delivery address and changes

Please check carefully that your name, delivery address, postcode and phone number are correct before you place your order. We are not responsible for delays, failed delivery or loss caused by incorrect or incomplete details given by you.

• If you notice a mistake, contact us immediately at info@miarus.com with your order number. If the order has not been dispatched, we will do our best to correct it.
• Once dispatched, we cannot change the address, because the parcel is already with the carrier. In some cases, the carrier may offer a redirect service, but we cannot guarantee this.
• Returned because of a wrong address: if a parcel is returned to us because the address was incorrect or incomplete, we will contact you. You can choose re-delivery, which may involve an extra shipping charge, or a refund of the order value minus the original and return shipping costs.

9. Failed delivery and uncollected parcels

If a delivery attempt is unsuccessful, the carrier will normally try again or leave a notice with collection instructions. If a parcel is not redelivered or collected within the carrier’s holding period, it is sent back to us.

When the parcel is returned to us, we will email you to arrange re-delivery, which may involve an extra shipping charge, or a refund of the item price minus the original and return shipping costs. We cannot refund shipping costs where the failure to deliver was caused by you, for example because of an incorrect address or because you did not collect the parcel.

10. Split shipments

If you order more than one item, they may be dispatched at different times or in separate parcels, for example if they come from different locations. In this case:

• you will receive a separate dispatch email and tracking number for each parcel;
• each parcel is delivered within the estimated delivery time shown at checkout;
• you will not be charged extra shipping for separate parcels.

For returns of split shipments, the 30-day return period for the entire order starts when you receive the last parcel, as set out in our Returns and Refund Policy.

11. Taxes, VAT, duties and customs

All prices on miarus.com are in pounds sterling (GBP) and include UK VAT where applicable. UK VAT is charged and collected at checkout, so you should not have to pay VAT again when your parcel arrives.

Our goods are dispatched from outside the United Kingdom. If any additional customs, duties or import charges could apply to your order, we will show them to you before you pay, so that there are no unexpected costs on delivery. We act as the seller and take care of the customs documentation for your order. If, despite this, you are asked to pay a charge to receive your parcel, please contact us before paying and we will look into it.

12. Late, lost or missing parcels

If your order has not arrived within 11 working days of the order date, please:

1. Check the tracking link in your dispatch email for the latest status.
2. Check with neighbours, other household members and any safe place near your door, and look for a delivery card.
3. Contact us at info@miarus.com with your order number, the name and address used on the order, and a screenshot of your tracking if possible.

We will contact the carrier and aim to update you within 2 business days. If the carrier confirms your parcel is lost, or it has still not been found after investigation, we will either send a free replacement or give you a full refund, whichever you prefer. A refund is paid to your original payment method.

If your order has not been delivered within 30 days of the order date, you have the right to cancel it and receive a full refund, in line with the Consumer Rights Act 2015.

13. Damaged or incorrect parcels

Please check your parcel when it arrives. If the outer packaging is badly damaged, we recommend you note this with the courier at the time of delivery where possible.

If the goods are damaged or you received the wrong item:

• take clear photos of the goods, the packaging and the shipping label;
• contact us within 7 days of delivery at info@miarus.com with your order number and the photos;
• keep all packaging until your claim has been resolved.

We will arrange a replacement or a full refund at no cost to you, as explained in our Returns and Refund Policy.

14. Risk and ownership

The goods are at your risk from the time they are delivered to your address, or to another person you nominated to receive them. Ownership of the goods passes to you when we have received full payment, including delivery charges, and the goods have been delivered.

15. Changing or cancelling an order before dispatch

If you want to change or cancel an order, email info@miarus.com as soon as possible with your order number. If it has not been dispatched, we will do our best to make the change or cancel it, and we will refund you in full if you cancel. Once an order has been dispatched, it cannot be changed or stopped, but you can still return it in line with our Returns and Refund Policy.

16. Items unavailable after ordering

In the rare event that an item is out of stock after you have ordered, we will email you as soon as possible. You may choose to wait for the item to be back in stock, accept a suitable alternative where available, or cancel and receive a full refund. Any delay will be communicated clearly, and you will not be charged for the items we cannot supply.

17. Restricted and oversized items

Some items cannot be sent to certain locations because of carrier or legal restrictions, or may require special handling. If this applies to something in your order, we will tell you before dispatch. Where an item is oversized or heavy and may take longer or cost more to deliver, this is shown on the product page and at checkout.

18. Events outside our control

We are not responsible for delays or failure to deliver if they are caused by events outside our reasonable control. This includes severe weather, natural disasters, fire or flood, strikes or industrial action, carrier or customs disruption, port or airport closures, public health emergencies, war, civil unrest, terrorism, and changes in law or government restrictions. If this happens, we will keep you informed and do our best to deliver as soon as possible. If an event lasts for more than 30 days, either of us may cancel the affected order, and we will refund you for any goods not delivered. Your legal rights are not affected.

19. Frequently asked questions

When will my order arrive? Usually within 7 to 11 working days of placing your order: 1 to 3 working days for processing, and 6 to 8 working days for shipping.

Do weekends count? No. Only Monday to Friday, excluding UK public holidays, are counted as working days.

How do I know my order has shipped? We will send you a dispatch email with a tracking number and link.

My tracking has not updated. What should I do? Please allow up to 48 hours after dispatch for the first update. If the status has not changed for 5 working days, contact us at info@miarus.com.

Can I change my delivery address? Contact us immediately. We can only change it if the order has not been dispatched.

Will I have to pay extra charges on delivery? No additional charges should apply. UK VAT is included at checkout, and we will tell you before you pay if any other charges could apply.

What if my parcel is lost or damaged? Contact us and we will send a replacement or refund you in full.

20. Your statutory rights

This policy does not limit your rights as a consumer under UK law. For free, independent advice, you can contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

21. Complaints

If you are not happy with your delivery or how we have dealt with it, email info@miarus.com with the subject line “Complaint” and your order number. We aim to acknowledge complaints within 1 business day and resolve them within 14 days.

22. Changes to this policy

We may update this policy from time to time. The version published on miarus.com when you place your order is the one that applies to that order. The date at the top of this page shows when it was last updated.

23. Contact us

If you have any question about shipping or delivery, please contact us using the details below.

Company Information

Company Name: NovaSupplies VOF

Shop name: Miarus

Business number: 98765795

Business Address: PG Nieuwkerkpad 36, 3555TN Utrecht

Email: info@miarus.com
Phone:

Customer Service: (GMT +00:00)
Monday – Friday: 8:30 AM – 6:00 PM
Saturday: 9:00 AM – 6:00 PM
Sunday: Closed

We aim to respond within 1 business day.