Shipping policy

Shipping Policy – InstyOra

Order Confirmation

Once you place an order with Instyora, you will receive an order confirmation via email. At this stage, your payment method is pre-authorised. We will then verify stock availability with our warehouse or suppliers to ensure your order can be fulfilled.

Once your order has been confirmed, or if you have agreed to a back-order where applicable, your payment will be processed and your order prepared for dispatch. Your order will be delivered directly by the manufacturer / supplier, or their chosen courier.

Estimated Delivery Times

Any delivery dates provided are estimates only. While we always aim to deliver within the stated timeframe, delays may occasionally occur due to circumstances beyond our control, including courier delays, supplier availability, adverse weather, or other unforeseen events.

Delivery Methods

To ensure your order arrives safely and efficiently, all items are shipped using the most appropriate delivery service available. Our Suppliers / Manufacturers will select the courier and delivery method best suited to your order.

Unfortunately, we are unable to accommodate requests for specific couriers or delivery services.

If you have any specific delivery requirements or concerns, please contact us before placing your order to avoid any misunderstandings.

Please note that if a confirmed delivery date needs to be rearranged after being agreed with both you and the courier, additional delivery charges may apply.

Pallet & Kerbside Deliveries

Larger items or heavier products may be delivered on a pallet to provide maximum protection during transit.

Pallet deliveries are made on a kerbside basis only, meaning the driver will deliver your order to the nearest safe and accessible location outside your property, such as a driveway or pavement. This is standard practice due to the size, weight and handling requirements of these items.

Pallet deliveries are allocated a delivery day rather than a specific time slot.

If you require assistance moving your item inside your property or upstairs, please ensure suitable help is arranged in advance, as delivery drivers are not insured to enter residential properties.

The pallet will be delivered by a van that has a tail lift and it will be delivered to a flat service outside the property the goods will not be taken into your premises for insurance reasons.

Whilst taking delivery and signing the paperwork, please ensure to check for any damage to the pallet, package and products. In case of no visible damage, we advise to state unchecked and sign for the goods, however if there is any damage noticed, please mark the delivery note as damaged. Please check all goods within 24 to 48 hours of receiving them for damage.

Kindly note if any goods are refused due to the driver not taking the products into your home or if you are not at the delivery address at the time of delivery, you will be charged for this failed delivery attempt and to deliver the goods back to manufacture, if they have delivered directly.

Tracking & Delivery Updates

Where available, tracking details will be sent to you by email or text message once your order has been dispatched.

The courier may also contact you directly to confirm or arrange your delivery. Please ensure your contact information is accurate when placing your order.

Damaged or Missing Items

We recommend inspecting all items as soon as they are delivered.

Any damage, defects or missing parts must be reported within 48 hours of delivery. Claims received after this period may not be eligible for replacement, repair or refund.

Split Deliveries

Some orders may be dispatched in multiple shipments if products are stored in different warehouses or become available at different times.

If this applies to your order, we will let you know in advance where possible.

Warehouse Collection

If you would prefer to collect your order yourself, please contact us before placing your order to confirm collection availability and arrange a suitable collection time.

Items must be collected within the agreed timeframe. Storage charges may apply for orders that are not collected within the specified period.

Delivery Areas

InstyOra currently delivers to most mainland UK addresses.

At this time, we do not offer standard delivery outside Mainland United Kingdom.

If you wish to arrange your own courier for delivery outside Mainland UK, please contact our support team and we will he happy to help. Please note that our responsibility for the goods ends once they have been collected by your chosen courier.

Postcodes Requiring Delivery Confirmation

If your delivery address falls within one of the postcode areas listed below, please contact us before placing your order to confirm delivery availability and any applicable surcharges.

Please email info@instyora.co.uk or call 020 3432 2843

Scottish Highlands & Islands

AB32*, AB36*–AB38*, AB40*–AB42*, AB55*–AB56*, FK17*–FK99*, G83*, HS1*–HS9*, IV1*–IV9*, KA27*–KA28*, KW1*–KW9*, PA20*–PA99*, PH17*–PH50*, ZE1*–ZE4*

Channel Islands

GY1*–GY9*, JE1*–JE4*

Access Requirements

Please let us know before placing your order if your property has restricted access or cannot accommodate large delivery vehicles.

Failure to notify us may result in failed delivery attempts or additional delivery charges. InstyOra cannot accept responsibility for any costs incurred where access restrictions have not been disclosed prior to dispatch.

Delivery Terms

Once a delivery date has been agreed and confirmed, it is the customer's responsibility to ensure someone is available to receive the goods.

If delivery cannot be completed because no one is available:

A redelivery charge must be paid before another delivery attempt is arranged.
If you choose to cancel your order after a delivery has been scheduled, the original delivery costs will be deducted from any refund due.

By confirming your delivery date, you acknowledge and accept these terms.