Shipping Policy

Last updated: 2 August 2026

1. Order processing

Orders placed before midday, Monday to Friday, are usually dispatched the same day. Orders placed after midday, or at any time on a Saturday, Sunday or bank holiday, are dispatched on the next working day. We do not dispatch at weekends.

During peak periods, product launches or promotional events, processing times may be slightly extended.

2. Where we deliver

We currently deliver to:

• The United Kingdom
• The Isle of Man
• Jersey and Guernsey
• Europe, including Ireland, Norway, Switzerland and Monaco
• The United States, Canada, Australia and New Zealand

The destinations available at checkout are the definitive list. If your country does not appear, please contact us for shipping options.

3. UK delivery

Delivery within mainland Great Britain typically takes up to 5 working days from the date of dispatch. We use Parcelforce services, booked through Royal Mail Click & Drop.

Deliveries to the Isle of Man, Jersey, Guernsey and other addresses outside mainland Great Britain are sent using a different carrier, as our standard mainland service does not cover these areas. Delivery to these addresses may take longer than the estimate shown for mainland orders.

Delivery times are estimates and are not guaranteed. Delays may occur due to postal service delays, adverse weather conditions, or operational issues beyond our control.

4. International shipping and import charges

Prices shown on this website include UK VAT. Where you are shopping from outside the UK, UK VAT is removed at checkout and the applicable destination-country taxes are calculated instead.

European Union

For orders delivered to EU member states, we are registered under the EU's Import One-Stop Shop (IOSS) scheme. The VAT of your country is calculated and charged to you at checkout, and we account for it directly to the relevant tax authority. You will not be asked to pay import VAT again when your parcel arrives.

Monaco is treated as part of France for VAT and customs purposes, and orders to Monaco are handled in the same way.

Since 1 July 2026 the EU also applies a customs duty to low-value parcels arriving from outside the EU, in addition to VAT. Where this applies to your order, you may choose at checkout either to pay it up front as part of your order total, or to leave it unpaid — in which case the carrier will collect it from you before delivery. If you choose to pay at checkout, no further payment will be due on arrival.

Orders above €150. IOSS does not apply to consignments with an intrinsic value above €150. For these orders, import VAT and customs duty are assessed at the border and must be paid to the carrier or customs authority before your parcel is released.

Norway and Switzerland

These countries sit outside the EU VAT and customs area and are not covered by our IOSS registration. Orders are shipped with import charges unpaid. You will be responsible for paying import VAT, customs duty and any carrier handling or clearance fees before your parcel is delivered.

Isle of Man

The Isle of Man forms a customs and VAT union with the United Kingdom. Orders are treated in the same way as UK orders, with UK VAT included in the price and no import charges on arrival.

Jersey and Guernsey

The Channel Islands sit outside both the UK VAT area and the EU VAT and customs area. Orders are therefore sold free of UK VAT, and our IOSS registration does not apply to them.

These orders are shipped with local import taxes unpaid. Where the value of your consignment exceeds the import threshold set by your island's customs authority, you will be responsible for paying the local Goods and Services Tax, together with any carrier handling or clearance fee, before your parcel is released. These thresholds and rates are set by the States of Jersey and the States of Guernsey and are subject to change — please check the current position with your local customs authority if you are unsure.

United States, Canada, Australia and New Zealand

These orders are shipped with import charges unpaid unless stated otherwise at checkout. You are responsible for paying all import duties, taxes and any carrier handling or brokerage fees before your parcel is released.

Please note that the United States no longer applies a low-value duty exemption. Duties are assessed on shipments regardless of their value.

General

Import charges are set by the destination country and are outside our control. We cannot calculate or estimate them for you in advance beyond any amount shown at checkout.

5. Restricted goods and customs

Please check that the products you are ordering can lawfully be imported into your country. Some countries restrict the import of certain food supplements or ingredients.

You are the importer of record and are responsible for complying with the laws of the destination country. If a parcel is seized or destroyed by a customs authority because the goods are restricted in your country, we are unable to refund the goods or the delivery charge.

If a parcel is returned to us because import charges were not paid, our Returns, Refunds & Cancellations Policy sets out how any refund is calculated.

6. Incorrect or incomplete address

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order is returned to us undelivered because the address supplied was incorrect or incomplete, we will contact you. If you would like the order resent to a corrected address, a redelivery charge will apply, as we have already paid to dispatch the original parcel.

If you would prefer to cancel instead, your statutory right to cancel applies and is set out in our Returns, Refunds & Cancellations Policy.

7. Failed delivery and uncollected parcels

Once your order has been processed you will receive tracking details by email.

If nobody is available when the courier attempts delivery, the courier will leave a card with instructions for rearranging delivery. Please follow these promptly — parcels not collected or rearranged within the carrier's stated window will be returned to us.

Where a parcel is returned because delivery was refused or the parcel was not collected after notification, our Returns, Refunds & Cancellations Policy sets out how any refund is calculated.

8. Lost or delayed parcels

If your parcel appears delayed or lost, please contact us at orders@alphaneontm.com and we will investigate with the carrier.

Please report a suspected lost parcel as soon as you reasonably can. Contacting us promptly helps us raise a claim with the carrier within their own deadlines, which improves the chance of a quick resolution. This does not affect your statutory rights.

9. Risk and ownership

Risk in the goods passes to you on delivery.

10. Shipping restrictions

Some products may be restricted in certain countries due to local regulations. If shipping is not available to your country, please contact us at orders@alphaneontm.com.

We reserve the right to cancel and refund any order where shipping restrictions apply.

11. Contact us

Alpha Neon Ltd
Unit H
Innsworth Technology Park
Innsworth Lane
Gloucester
GL3 1DL
United Kingdom

Email: hello@alphaneontm.com