Shipping & Delivery Policy — Matrix Velox

 

This Shipping & Delivery Policy outlines the details regarding processing times, shipping methods, estimated delivery durations, and costs for orders placed on Matrix Velox by customers located in the United Kingdom.

1. Merchant & Dispatch Identification

• Trader Name: Paula Margaret Allison (trading as Matrix Velox)

• Registered Office: 12 Melbourne Avenue, Camp Hill, Queensland 4152, Australia

• Contact Email: matrixvelox@outlook.com

• Contact Phone: +61 424 489 146

• Primary Target Market: United Kingdom

2. Order Processing & Handling Times

• Processing Time: All orders are processed and prepared for dispatch within 1 to 2 working days (Monday to Friday, excluding public holidays) following payment confirmation.

• Order Cut-Off Time: Orders placed after 12:00 PM (AEST) will begin processing on the next working day.

• Order Confirmation: Once your order is placed, you will receive an automatic email confirmation. A second notification containing tracking details will be sent once your parcel has been dispatched.

3. Shipping Rates & Delivery Estimates (UK Destinations)

We deliver across the United Kingdom (including England, Scotland, Wales, and Northern Ireland).

Shipping Option	Order Value	Processing Time	Estimated Delivery Time	Shipping Cost
Standard UK Delivery	Orders under £50	1 – 2 Working Days	7 – 14 Working Days	£3.99
Free UK Delivery	Orders £50 and over	1 – 2 Working Days	7 – 14 Working Days	FREE

Note: Delivery times are estimates and start from the date of dispatch. Remote or offshore locations (e.g., Scottish Highlands and Islands) may experience slight additional transit times.

4. Order Tracking

All orders dispatched to the UK include full end-to-end tracking. Once your parcel has been handed over to the courier service, you will receive a dispatch confirmation email containing your unique tracking number and a link to trace your shipment online.

5. Customs, Taxes & Import Duties

• UK VAT & Import Fees: As Matrix Velox operates from Australia, shipments sent to the United Kingdom comply with UK import and VAT regulations.

• Prices at Checkout: All prices displayed on our website are shown in British Pounds (£ / GBP). Any applicable VAT or import taxes are calculated and clearly displayed during the checkout process before payment is completed.

• No Hidden Charges: We aim to ensure that UK customers do not incur unexpected fees upon delivery. Any applicable import duties or taxes collected at checkout cover the necessary import processes.

6. Delivery Issues, Lost Parcels & Damaged Goods

• Incorrect Shipping Address: Please double-check your shipping details at checkout. We cannot be held responsible for orders delivered to an incorrect address provided by the customer. If you notice an error, contact us immediately at matrixvelox@outlook.com.

• Delayed Parcels: If your order has not arrived within 18 working days from the dispatch date, please contact our customer support team so we can investigate the status of your parcel with the carrier.

• Items Damaged in Transit: If your package arrives visibly damaged, please take photographs of the damaged packaging and product immediately and email us at matrixvelox@outlook.com within 48 hours of receipt.

7. Contact Details

For any questions or support regarding shipping and delivery, please contact us:

• Email: matrixvelox@outlook.com

• Telephone: +61 424 489 146

• Postal Address: 12 Melbourne Avenue, Camp Hill, Queensland 4152, Australia