Shipping Policy

This shipping policy explains how Omni Group (a trading name of DWIR Limited, registered in England and Wales with company number 12688528) delivers orders to customers in the United Kingdom and across Europe. By placing an order with us, you agree to the terms set out below. This policy should be read together with our Terms of Service, Returns Policy, and Privacy Policy.

Where we deliver

We currently deliver to most European countries. Available destinations and the applicable shipping cost are confirmed at the checkout. If you would like delivery to a country not listed, please contact us at [email protected] before placing your order and we will let you know whether we can ship to your location.

Shipping methods and timings

In-stock items

In-stock items are usually dispatched within 3–7 working days (Monday to Friday) using UPS, FedEx, or DHL.

• Handling time: 1–2 working days (Monday to Friday)

• Transit time: 3–7 working days (Monday to Friday)

Made-to-order and custom items

Lead times for made-to-order, custom, or manufactured-to-order items are shown on each product page. These items are typically fabricated and shipped to our warehouse within 10–14 weeks, then dispatched to you using the timings above.

Because custom and made-to-order items are produced to your specification, the statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply once production has begun. See "Order changes and cancellations" below.

Shipping rates

Shipping costs are calculated based on your order and shown on the checkout page before you confirm your purchase. Prices are quoted in GBP for UK orders and in EUR for orders within the European Economic Area. Applicable VAT is included where shown.

For international deliveries, import duties, customs charges, or local VAT may be levied by the destination country and may be payable by the recipient. Where this applies, we will indicate the basis of charge (Incoterms DDP or DAP) at checkout. If you are unsure, please contact us before ordering.

Delivery times

• Shipping time is an estimate and commences from the date of dispatch, not the date the order is placed.

• Delivery may take longer than estimated due to invalid addresses, customs clearance, courier delays, or other causes outside our reasonable control.

• For in-stock items, we will deliver within 30 days of order confirmation in line with the Consumer Contracts Regulations 2013, unless a longer period is expressly agreed at the point of sale (which is the case for custom and made-to-order items).

Order tracking

As soon as your order is dispatched, you will receive a shipping confirmation email containing your tracking number.

If you do not receive a tracking email straight away, please don't worry — we know the estimated delivery date or date range shown at checkout, and we will ensure your items are delivered within that timeframe. If you have any concerns, contact us at [email protected].

Receiving your delivery

When your order arrives, please:

• Inspect the package(s) before signing for them where possible

• Note any visible damage on the carrier's delivery note

• Report any visible damage or shortage to us within 48 hours of delivery, and any non-visible defects within a reasonable time of discovery

Risk in the goods passes to you when you (or someone you have authorised) take physical possession of the items. Until that point, the goods are at our risk in accordance with section 29 of the Consumer Rights Act 2015.

Order changes and cancellations

If you need to amend or cancel your order, please contact us as soon as possible at [email protected].

• In-stock items: under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving the goods. Please see our Returns Policy for full details on how to return your order and obtain a refund.

• Custom and made-to-order items: changes or cancellations made within 72 hours of order placement may be accommodated free of charge, provided production has not yet begun. Changes or cancellations made after 72 hours are chargeable at 20% of the total order value, reflecting the materials, set-up, and labour already committed. The statutory 14-day right to cancel does not apply to custom or made-to-order goods once production has commenced. Before production begins, we will review your custom specification with you in detail and ask you to sign it off.

Item not received

If your order has not arrived within the expected timeframe:

• Please contact us with your tracking number, or search the courier's tracking page online

• If the carrier shows the item as delivered but you have not received it, contact us within 7 days of the marked delivery date so we can investigate with the carrier on your behalf

Customer support

Opening hours (UK time, Europe/London):

• Monday to Friday: 08:00–17:00

• Saturday: 08:00–13:00

Contact:

• Phone: +44 20 8092 9987

• Email: [email protected]

Head office / showroom (UK): 1st Floor, 10 Penn Road, Beaconsfield, Buckinghamshire HP9 2LH, United Kingdom

Showroom / warehouse (EU): Camí Vereda Sur 46, 46469 Beniparrell, Valencia, Spain