Shipping Policy

Effective date: 10 September 2026

This policy applies to orders for goods confirmed by the STRAND entity named in the Terms & Conditions as seller. We set out the available delivery options, charges and allocation of responsibility before an order is formed.

1. Where we ship and how we despatch

The countries and regions we can ship to depend on the goods, the transport channel and local import conditions. When you ask for a quotation, please give us the destination, postcode, quantity and the delivery details we need; we confirm whether we can ship there, and on what basis, before accepting the order.

The despatch point, whether goods leave a factory directly or through consolidation, and whether shipments are combined or split, are those confirmed in the quotation or order. Where several suppliers are involved, we explain in advance how differing stock-preparation progress affects despatch. We do not charge you extra freight because we changed the way a shipment is split without your agreement.

2. Stock preparation, production and estimated lead times

"In stock" means stock we have verified as available. It does not mean quality control, packing or immediate despatch is already complete. For goods that require stock preparation, made-to-order production or customisation, we confirm the estimated preparation or production time separately.

The order states what starts the clock — for example receipt of the required payment, confirmation of specifications, or confirmation of a sample. Quotations separate preparation or production time from transit time and state whether days are business days or calendar days. We do not apply one fixed lead time to every product.

Transit times are normally estimates and are affected by destination, channel, customs clearance and local delivery. If you have a trade fair, an event or another date by which goods must arrive, raise it before the contract is formed so that both parties can confirm in writing whether it can be committed to. A date we have expressly committed to is handled under that commitment and applicable law.

3. Transport modes and tracking

We offer the express, air, sea or other transport options that are actually available for your shipment. The channel, estimated transit time, place of delivery and related documents are confirmed in the quotation or order.

After despatch we provide the waybill, tracking or export information available to us. Different channels update information in different ways. If tracking stays silent for a long period, if delivery is signed for unexpectedly, or if anything else looks wrong, contact us and we will check.

4. Freight, taxes and customs clearance

Freight is calculated on destination, chargeable weight or volume, transport channel and any additional services. Before the order is formed we set out what the total includes and which known charges fall to you. Remote-area delivery, additional storage and other surcharges must have a reasonable basis and be confirmed as agreed.

Prices quoted for goods do not include import duty, import VAT or other destination charges by default. Those charges and the responsibility for customs clearance are made clear before the contract is formed. Unless it has been agreed that STRAND bears import formalities and taxes, you arrange and pay the part that falls to you under the law, and we provide the goods and export documentation we have agreed and are required to provide.

DDP applies only where both parties have verified it can be performed and the order expressly adopts it. Where Incoterms® 2020 or similar trade rules are used, the applicable term and the named place must both be stated, and costs, risks and customs obligations follow that valid agreement. We do not make a blanket duty-paid commitment for every country and every order.

If an unforeseeable but necessary cost arises after a quotation, we explain the reason promptly and confirm how to proceed. A change in cost does not give either party a right to raise prices at will.

5. Risk on delivery and transport insurance

Where the parties have validly agreed a trade term or a point of risk transfer, that agreement and applicable law govern. Where nothing else has been validly agreed and STRAND arranges transport, risk of loss or damage passes when you or the consignee you name actually takes receipt of the goods.

Where you engage the carrier yourself and instruct us to hand over the goods, and nothing else has been validly agreed, risk passes when we hand the goods to that carrier as agreed. The passing of risk does not relieve us of responsibility for defects that existed before delivery, for goods that do not conform, or for inadequate packing.

Whether transport insurance is taken out, what it covers, what it costs and how we assist with a claim are confirmed in the order. A carrier's or an insurer's compensation limit is not automatically the ceiling of STRAND's contractual responsibility to you.

6. Delay, loss and damage in transit

When something happens that may affect delivery, we tell you promptly and give the known cause, the state of play and a revised estimate. Where delivery runs past the agreed date, the parties agree a reasonable extension, an alternative, or cancellation of the affected part under the law or the agreement. Where an agreed arrival date is of the essence, that agreement and the law govern.

Loss or damage in transit is handled according to the allocation of risk and responsibility that was validly agreed. Where it falls to STRAND, we arrange a reasonable replacement, substitution or refund. We do not wait indefinitely for a carrier to close its file before meeting the obligations we owe you. Where transport risk is yours, we provide the documentation we have and support your claim.

On receipt, please check the outer packaging, the number of cartons and any obvious damage. If something is wrong, note it on the delivery record where possible and keep photographs and the packaging. Quality claims are also governed by the Returns, Refunds and Quality Claims Policy; not spotting a hidden problem at the point of signature does not by itself forfeit your rights.

7. Wrong addresses, refusal and customs problems

Please check the delivery address, contact person and customs information carefully. Where reasonable additional freight, storage or return costs arise because incorrect information was supplied, because delivery was refused without reasonable cause, or because a clearly notified customs obligation was not met, those costs are handled according to responsibility and the valid agreement, with supporting evidence provided.

Where a wrong despatch, a documentation problem or another performance error is down to STRAND, the costs that fall to us are not passed on to you. Where goods cannot be delivered or are returned, we calculate the actual costs and the balance due under the law or the agreement; we do not simply keep the full payment.

8. Contact

For questions about despatch, logistics or delivery, write to [email protected] with your order number, destination country and the shipping details you have.