Shipping Policy

Shipping Policy

Last updated: 6 May 2026

This Shipping Policy explains how, when, and where The Flono Pub Co. (operated by FLONO PUB CO LTD) delivers your order. By placing an order, you agree to the terms outlined below.

  1. Where We Ship

We currently ship only within the United Kingdom (England, Wales, Scotland, and Northern Ireland). We do not ship to:

The Channel Islands (Jersey, Guernsey).
The Isle of Man.
British Overseas Territories.
International addresses outside the UK.

International shipping may be introduced in the future. Please subscribe to our newsletter for updates.

  1. Delivery Options and Costs

We offer the following delivery options for UK addresses:

STANDARD DELIVERY

  • Carrier: Royal Mail Tracked 48
  • Cost: £4.50 per order
  • Delivery time: 3-5 working days from dispatch
  • FREE on all UK orders over £35

NEXT-DAY DELIVERY

  • Carrier: Royal Mail Tracked 24
  • Cost: £8.95 per order
  • Delivery time: 1-2 working days from dispatch
  • Order before 13:00 GMT for same-day dispatch (Mon-Fri only)

All deliveries include full tracking. You will receive a tracking number by email once your order has been dispatched.

  1. Dispatch Times

We aim to dispatch all in-stock items within 1-2 working days of receiving your order, Monday to Friday (excluding UK Bank Holidays).

Engraved or personalised items require an additional 5 working days for production before dispatch.

Orders placed on weekends or Bank Holidays will be processed on the next working day.

  1. Delivery Times

Delivery times are estimates and begin from the date of dispatch (not the date of order). While we work closely with our carriers to ensure timely delivery, we cannot guarantee specific delivery dates.

Working days are Monday to Friday, excluding UK Bank Holidays.

During peak periods (Christmas, Black Friday, Father’s Day), delivery times may be slightly extended. We recommend ordering early to allow extra time.

  1. Tracking Your Order

Once your order has been dispatched, you will receive an email containing:

Your tracking number.
A link to the carrier’s tracking website.
The estimated delivery date.

If you have not received a dispatch email within 3 working days of placing your order, please contact us at support@flonopubco.com.

  1. Delivery Address

Please ensure that your delivery address is correct and complete at checkout. We are not responsible for orders delivered to incorrect addresses provided by the customer.

If you need to change your delivery address after placing an order, please contact us immediately. We can only amend the address if the order has not yet been dispatched.

  1. Failed Deliveries and Re-delivery

If a delivery attempt is unsuccessful (for example, no one was home to receive the package), the carrier will:

Leave a card with collection or re-delivery instructions.
Hold the package at the local depot or Post Office for collection.
Attempt re-delivery according to their standard procedures.

If a parcel is returned to us due to non-collection or repeated failed delivery, we will contact you to arrange re-delivery (additional postage charges may apply) or to process a refund (less original delivery costs).

  1. Damaged or Lost Parcels

DAMAGED IN TRANSIT
If your parcel arrives damaged, please:

  • Photograph the packaging before unpacking.
  • Contact us within 7 days of delivery at support@flonopubco.com.
  • Include your order number and photos of the damage.

We will arrange for a free replacement or full refund at no cost to you.

LOST PARCELS
A parcel is officially considered lost if:

  • 10 working days have passed since dispatch (for standard delivery).
  • 3 working days have passed since dispatch (for next-day delivery).
  • The carrier’s tracking confirms the parcel has not progressed.

In such cases, we will investigate with the carrier and dispatch a replacement or process a refund within 14 days of confirmation.

  1. Customs and Duties

As we ship only within the UK, no customs charges or import duties apply to UK orders.

  1. Packaging

All glassware is carefully packaged using protective foam, recyclable cardboard, and shock-absorbing materials to ensure safe arrival. Where possible, we use recyclable and sustainable packaging materials.

Gift sets are presented in branded gift boxes suitable for direct gifting — no need for additional wrapping.

  1. Bank Holidays and Christmas Closures

We do not dispatch orders on UK Bank Holidays. During the Christmas period (typically 24 December to 2 January), our dispatch operations may be paused. Please check our website banner for current cut-off dates and holiday schedules.

  1. Contact Us

For any shipping-related questions, please contact our customer service team:

FLONO PUB CO LTD
The Old Dairy, 12 Stephen Road, Headington, Oxford, England, OX3 9AY
Email: support@flonopubco.com
Telephone: +44 7510 751423
Customer service hours: Monday to Friday, 9:00-17:00 GMT

We aim to respond to all shipping enquiries within 1 working day.

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