Delivery Policy

1.1. Octave Logistics operates as a logistics booking platform and freight broker. We arrange access to delivery, courier, parcel, freight, and related logistics services provided by third-party carriers.

1.2. The physical collection, transport, handling, customs movement, and delivery of shipments are performed by independent carriers. Carrier services may include, depending on availability, DHL Express, FedEx, UPS, Royal Mail, DPD, GLS, and other logistics providers.

1.3. Available services, prices, transit times, collection options, maximum weights, tracking availability, insurance options, and delivery features may vary depending on the route, shipment type, destination, carrier availability, and information provided by the customer during booking.

2.1. Delivery services are available only for routes, destinations, goods, and customers that we and the relevant carrier are able to support.

2.2. We do not provide services to or from prohibited, sanctioned, embargoed, restricted, or unsupported jurisdictions, or where providing the service would breach applicable sanctions, export control rules, customs restrictions, carrier restrictions, or applicable law.

2.3. We may refuse, cancel, suspend, or delay a booking if we reasonably believe that the shipment, route, sender, recipient, destination, or underlying transaction may breach applicable law, sanctions, customs rules, carrier restrictions, or our Terms and Conditions.

3.1. Transit times shown on the website, in the shipping calculator, during checkout, or in any carrier comparison table are indicative only unless a specific guaranteed service is expressly purchased and confirmed.

3.2. Indicative transit times may vary depending on the origin, destination, collection date, customs clearance, local holidays, peak periods, remote area handling, weather conditions, carrier operations, and other factors outside our direct control.

3.3. The following table provides general indicative timeframes for commonly displayed services. Actual services and timeframes may differ by region and availability at the time of booking.

3.4. Price ranges are indicative only. Actual prices depend on route, shipment weight, dimensions, volumetric weight, destination, service level, carrier availability, surcharges, optional add-ons, and any post-booking adjustments.

3.5. Transit times usually begin from the date and time the shipment is collected, scanned, accepted at a drop-off point, or otherwise enters the carrier's network. Time spent before collection, failed collection attempts, customs clearance, or customer-caused delays may not count towards the stated transit estimate.

4.1. Where collection is selected, the carrier may provide an estimated collection date or time window. Collection windows are estimates only and are not guaranteed unless expressly confirmed as guaranteed by the carrier.

4.2. The sender is responsible for ensuring that:

• the shipment is ready for collection;
• the collection address is complete and accessible;
• the sender or authorised person is available at the collection location;
• the shipment is properly packed, labelled, and documented;
• the declared weight, dimensions, contents, and value are accurate; and
• all customs and shipping documents required for the shipment are complete and accurate.

4.3. If collection fails due to sender unavailability, inaccessible premises, incomplete address details, goods not being ready, packaging issues, missing documents, or other reasons attributable to the sender or customer, failed collection charges may apply.

4.4. Rebooking a failed collection may require a new collection fee, additional carrier charge, or full rebooking, depending on the carrier and service selected.

5.1. Delivery attempts are performed by the relevant carrier according to its own operational procedures and terms.

5.2. Depending on the carrier and service selected, delivery may require a signature, proof of delivery, recipient availability, age verification, customs payment, or other delivery condition.

5.3. If the recipient is unavailable, refuses the shipment, refuses to pay duties or taxes, provides incorrect information, or fails to complete customs requirements, the carrier may:

• attempt redelivery;
• hold the shipment temporarily;
• deliver to a pickup point or depot;
• return the shipment to sender;
• dispose of the shipment where legally permitted; or
• apply additional charges.

5.4. Additional redelivery, holding, return, storage, handling, customs, or disposal charges remain the responsibility of the customer.

6.1. The price shown before payment is based on the information provided by the customer, including shipment weight, dimensions, origin, destination, service type, declared contents, value, and any optional services selected.

6.2. Unless expressly stated otherwise, prices displayed on the website are shown excluding VAT, customs duties, import VAT, taxes, clearance charges, and third-party fees. Any applicable taxes, duties, customs charges, or carrier-imposed fees may be shown at checkout where available, or may be charged later if assessed by the carrier, customs authority, payment provider, or another third party.

6.3. As LOGIC OCTAVE LTD is not currently VAT registered, we do not charge UK VAT as a VAT-registered supplier. However, shipments may still be subject to import VAT, customs duties, taxes, clearance fees, carrier disbursement fees, or similar destination charges depending on the route, destination, contents, and applicable law.

6.4. The following fee schedule explains the types of additional charges that may apply. Amounts are not fixed because they depend on the carrier, route, shipment characteristics, and third-party charges applicable to the booking.

6.5. You authorise us to recover valid additional charges from your Wallet, stored payment method, or by separate payment request where such charges arise from your booking, shipment, carrier adjustment, customs process, failed collection, failed delivery, return, or other post-booking event.

7.1. International shipments may be subject to customs clearance, import checks, duties, import VAT, taxes, brokerage fees, disbursement fees, inspection charges, and other charges imposed by customs authorities, carriers, brokers, or destination country providers.

7.2. Unless a service is expressly confirmed in writing as duty-paid or tax-paid, the sender, recipient, or customer remains responsible for all customs duties, import VAT, taxes, clearance fees, disbursement fees, and related charges.

7.3. Customs authorities may inspect, delay, reject, seize, return, or dispose of shipments. We are not responsible for customs delays, customs decisions, incorrect declarations, missing documents, restricted items, prohibited goods, unpaid duties or taxes, or refusal by the recipient to complete customs requirements.

7.4. Customs delays and inspections are outside our direct control and do not automatically entitle the customer to a refund.

8.1. The customer is responsible for ensuring that each shipment is properly packed, labelled, documented, and suitable for transport.

8.2. The customer must provide accurate information, including:

• sender and recipient details;
• collection and delivery addresses;
• shipment weight and dimensions;
• contents description;
• declared value;
• customs data;
• commodity codes, where required;
• country of origin, where required; and
• any special handling requirements.

8.3. Incorrect or incomplete information may result in delays, additional charges, return-to-sender, customs issues, loss of cover, refusal of service, or cancellation of the booking.

9.1. Tracking availability depends on the selected carrier and service. Some services provide real-time tracking, while others may provide basic tracking only.

9.2. Tracking updates are supplied by the relevant carrier and may be delayed, incomplete, or unavailable during certain stages of transit.

9.3. Where proof of delivery is available, it may include a signature, delivery scan, GPS reference, depot confirmation, photo evidence, or other carrier-issued delivery confirmation, depending on the service and destination.

10.1. Delivery estimates are not guaranteed unless a specific guaranteed service has been expressly purchased and confirmed.

10.2. Delays may occur due to customs checks, incorrect addresses, recipient unavailability, documentation issues, weather, strikes, public holidays, peak periods, operational disruption, remote locations, security checks, regulatory inspections, carrier backlogs, or events outside our reasonable control.

10.3. We will use reasonable efforts to assist with tracking and carrier communication where appropriate, but we cannot guarantee that a delayed shipment can be accelerated, intercepted, redirected, or delivered by a specific date.

10.4. Delay-related refund or compensation requests are handled in accordance with our Refund / Return Policy, Terms and Conditions, applicable carrier terms, and any purchased insurance or guaranteed-service conditions.

11.1. A shipment may be returned to sender if it cannot be delivered, is refused by the recipient, fails customs clearance, contains restricted or prohibited goods, has incorrect address information, or cannot be held or delivered under carrier rules.

11.2. Return-to-sender is not always available. In some cases, the carrier or customs authority may hold, abandon, dispose of, destroy, or otherwise handle the shipment in accordance with applicable law and carrier procedures.

11.3. The customer is responsible for all charges arising from failed delivery or return-to-sender, including return freight, storage, handling, customs charges, clearance costs, disposal fees, and carrier administrative fees.

11.4. Failed delivery or return-to-sender does not automatically entitle the customer to a refund of the original delivery charge.

12.1. Some carrier services may include limited standard cover. Optional enhanced insurance or additional cover may be available for certain shipments and routes.

12.2. Any cover, insurance, compensation, or claim is subject to the applicable carrier terms, insurance terms, exclusions, evidence requirements, declared value limits, prohibited item rules, and claim deadlines.

12.3. Purchasing a delivery service does not automatically mean that the shipment is fully insured for its declared or commercial value.

12.4. Claims for loss, damage, shortage, or delay are handled under our Terms and Conditions, Refund / Return Policy, applicable carrier terms, and any relevant insurance or cover conditions.