Shipping policy

Last updated: 25 July 2026

This Shipping Policy applies to orders placed through online storefronts operated by DIFFLS LTD, including diffls.com and formstead.co.uk.

1. DELIVERY AREA

We currently deliver to postal addresses within the United Kingdom only.

This includes:

England;
Scotland;
Wales;
Northern Ireland;
The Scottish Highlands and Islands; and
Other UK islands and remote UK destinations served by our delivery providers.

We do not currently offer international delivery.

2. DELIVERY COST

Standard UK delivery is free on all orders.

Any optional premium or alternative delivery service, if offered, will be displayed with its price before you complete checkout.

3. DISPATCH

We aim to prepare and dispatch orders as promptly as reasonably possible.

Once your order has been dispatched, we will normally send a dispatch confirmation to the email address supplied during checkout.

Orders are not normally dispatched on weekends or public holidays.

During busy periods, product launches, severe weather, public holidays or other exceptional circumstances, dispatch may take longer.

4. ESTIMATED DELIVERY TIME

Delivery is normally estimated at: 2–4 working days after dispatch.

A working day means Monday to Friday, excluding UK bank and public holidays.

Delivery times are estimates rather than guaranteed delivery appointments.

Some remote, island, Highland or Northern Ireland destinations may occasionally take longer because of carrier routes and local delivery schedules.

5. ORDER TRACKING

Where tracking is available, tracking details will be sent after dispatch.

Tracking information may take time to update after the carrier first receives the parcel.

Not every delivery service provides continuous or real-time tracking.

6. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address at checkout.

Please check:

House or flat number;
Street;
Town or city;
Postcode;
Recipient name; and
Any relevant access information.

If you notice a mistake, contact hello@diffls.com immediately.

We will try to update the address before dispatch, but changes cannot be guaranteed after an order has entered fulfilment or been handed to the carrier.

We are not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

If a parcel is returned to us because of an incorrect address, failed delivery or refusal, we may ask you to pay reasonable redelivery costs before sending it again.

7. SAFE PLACE, NEIGHBOUR AND DELIVERY INSTRUCTIONS

A carrier may leave a parcel:

In a nominated safe place;
With a neighbour;
At a collection point; or
In another location permitted by the carrier’s service.

Any safe-place or delivery instruction is subject to the carrier’s policies and judgement.

Where you ask for an order to be left in a particular place, you are responsible for ensuring that the location is reasonably secure and suitable.

8. DELIVERY ATTEMPTS

If delivery cannot be completed, the carrier may:

Attempt delivery again;
Leave instructions;
Redirect the parcel to a collection location; or
Return the parcel to us.

Please follow any carrier instructions promptly.

If the parcel is returned because it was not collected or delivery repeatedly failed, contact hello@diffls.com.

9. DELAYS

Delivery may be delayed by events outside our reasonable control, including:

Severe weather;
Transport disruption;
Industrial action;
Public holidays;
Carrier backlogs;
Incorrect address information;
Remote-location schedules;
Public emergencies;
Security incidents; or
Other exceptional events.

We will take reasonable steps to assist where an order is materially delayed.

If your tracking has not updated for several working days or the order has not arrived within a reasonable period, contact hello@diffls.com with your order number.

10. LOST PARCELS

If you believe a parcel has been lost, contact hello@diffls.com.

We may need to investigate with the delivery provider before issuing a replacement or refund.

Please provide:

Your order number;
The delivery address;
Any relevant tracking information; and
Confirmation that you have checked safe places, neighbours and any collection instructions.

Do not make a duplicate purchase unless you wish to place a separate order.

11. DAMAGED PARCELS

If the outer packaging or product arrives damaged, contact hello@diffls.com as soon as reasonably possible.

Please include:

Your order number;
A description of the damage;
Photographs of the packaging; and
Photographs of the product, where reasonably possible.

Keep the packaging and damaged item until we tell you whether they are needed for investigation or return.

Your statutory rights are not affected.

12. MISSING OR INCORRECT ITEMS

Check your order after delivery.

If an item is missing or incorrect, contact hello@diffls.com with:

Your order number;
Details of what was received; and
Photographs where useful.

We will investigate and provide an appropriate solution.

13. ORDERS MARKED DELIVERED

If tracking says that an order has been delivered but you cannot find it:

Check the delivery location carefully;
Check any nominated safe place;
Ask household members;
Ask immediate neighbours;
Review the carrier’s photograph or delivery note; and
Allow a short period in case the status was updated before final delivery.

If the parcel remains missing, contact hello@diffls.com promptly.

14. MULTIPLE ITEMS

Where an order contains more than one item, the items may occasionally arrive in separate parcels.

If an order is split, you may receive separate dispatch or tracking information.

15. CHANGING OR CANCELLING AN ORDER

Contact hello@diffls.com as soon as possible if you want to change or cancel an order.

We will try to help, but we cannot guarantee a change or cancellation once fulfilment has begun.

If the order has already been dispatched, follow our Return and Refund Policy.

16. DELIVERY DEADLINES

If delivery by a particular date is essential, contact us before ordering.

Unless we expressly agree in writing that delivery by a particular date is essential, delivery dates remain estimates.

Nothing in this policy limits your statutory rights where delivery does not take place within an agreed deadline or within the period required by law.