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UK Shipping & Insurance Policy

A Legal Disclaimer

All insurance claims are governed by Royal Mail’s Terms and Conditions (including the Consumer Rights Act 2015 and Postal Services Act 2000) and, where applicable, any third-party policy terms.
We handle all claims on behalf of the customer, but compensation decisions rest with the carrier or insurer.

1. Processing & Dispatch

  • Orders placed before 3 pm (UK time) are processed same day; otherwise dispatched the next working day.

  • Dispatch typically happens within 1 - 2 business day.

  • Royal Mail Tracked 48 delivers in 2–3 business days, subject to standard conditions.

  • Royal Mail Special Delivery delivers next day, subject to standard conditions.

2. Shipping & Insurance Matrix (UK Orders Only)

Under £50

Royal Mail Standard (1st Class letter)  - Insurance up to £20, Cost £4, Upgrade available to Tracked 48 (cost £7) or Special Delivery (cost £12)

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£50 – £500

Royal Mail Tracked 48 - Insurance up to £150, Free, Upgrade available to Special Delivery (cost £10)

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£500–£2,500

Royal Mail Special Delivery - Insurance up to £2,500, Free, No upgrade needed

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Over £2,500

Special Delivery + third-party insurance - Full declared value covered, Free, No upgrade needed

3. Insurance & Service Details

  • Tracked 48: tracking + delivery confirmation, insurance up to £150.

  • Special Delivery: tracking, signature, next-day guarantee, insurance up to £2,500.

  • Third-Party Insurance (e.g., Secursus): required for full coverage above £2,500. Covers full declared value.

4. Legal & Claims Handling

  • Who Files Claims: All claims are filed by Exile on behalf of the customer. This ensures only one claim per parcel (Royal Mail honours the sender’s claim first).

  • Customer Role: Customers must provide any relevant delivery-related information upon request (e.g., confirmation of non-delivery, packaging photos if damaged).

  • Time Limits:

    • Tracked 48: eligible for lost claim after 10 working days past due date; must be submitted within 7 working days thereafter.

    • Special Delivery: eligible after 5 working days past due date; must be submitted within 5 working days thereafter.

  • Evidence Maintained: Proof of posting, value documentation, and packaging condition images are held on record.

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