Shipping & Delivery Policy

Last updated: January 14, 2025

This Shipping & Delivery Policy is part of our Terms & Conditions and should be read alongside them. Please carefully review this policy before placing an order. By purchasing our products, you agree to the terms outlined below.

Table of Contents

  1. Shipping & Delivery Options
  2. Order Processing
  3. International Deliveries
  4. Undeliverable Packages
  5. Lost or Stolen Packages
  6. Product-Specific Shipping Restrictions
  7. Shipping Costs and Rates
  8. Free Shipping
  9. Refund Timeline
  10. Shipping Restrictions
  11. Delays and Notifications
  12. Questions

1. Shipping & Delivery Options

We offer the following shipping options:

CarrierDelivery Time
Bulgarian Posts (Tracked) 3-30 working days
Speedy / DPD (Tracked) 3-30 working days
Royal Mail (UK Only; Tracked, Signed, Second Class) 2-3 working days

 

International items are shipped from Bulgaria, and UK orders are shipped nationwide from the UK. However, in some cases UK orders may arrive as partial shipments, particularly if the item is out of stock in the UK and therefore must be dispatched from Bulgaria, resulting in a longer delivery time or split shipments.

International deliveries to remote regions can occasionally exceed 30 working days. We are not responsible for any delays caused by customs clearance processes. For EU and UK consumers, this does not affect your statutory rights, and deliveries will be made within 30 days after order acceptance unless otherwise agreed.

We strongly encourage providing a secure shipping address where deliveries are signed for or supervised to minimise the risk of lost or stolen packages.

Please note that shipping times may increase around national holidays, major shopping events (e.g., Black Friday), or during seasonal surges.

2. Order Processing

Orders are typically processed within 1-3 working days. Processing times may be longer for large orders or during peak seasons. You will receive updates at the following stages:

  • Order Received: Confirmation of receipt of your order.
  • Ready to Ship: Notification that your order has been prepared for dispatch.
  • Shipped: Tracking details will be sent for monitoring delivery progress.

If you require faster shipping, please contact info@brightworksbg.com before placing your order for a custom quote.

3. International Deliveries

We ship worldwide. Please note:

  • Customs and Duties: All customs duties, taxes, and fees are the responsibility of the customer. Brightworks Ltd. does not assist with customs processes. Ensure compliance with your local import regulations before ordering.
  • Customs Returns: If duties are unpaid and your package is returned to us, the cost of shipping will not be refunded.
  • Not Responsible for Customs Delays: We are not responsible for any delays caused by customs clearance processes.

It is your responsibility to ensure the items you order are legal to import into your country. Brightworks Ltd. is not liable for orders confiscated by customs authorities, and no refunds will be issued in such cases.

4. Undeliverable Packages

If a package is undeliverable, it will be returned to us. Customers have the following options:

  1. Reshipment: Pay for shipping to an updated address.
  2. Refund: Receive a refund for the product(s) only, excluding delivery costs.

Brightworks Ltd. bears no responsibility if:

  • The wrong address is provided during checkout.
  • The package is sent to a local collection centre.
  • The order is returned due to customer inaction (for example, failing to collect it from the post office within the carrier’s holding window). In this case, shipping costs are not refunded.

For some shipping methods, you may contact the carrier directly to resolve address issues.

5. Lost or Stolen Packages

If your package is marked as delivered but you did not receive it:

  1. Check with neighbours or your local delivery service for potential holding locations.
  2. Contact the carrier with your tracking details to open an investigation.
  3. Notify us at info@brightworksbg.com with proof of contact with the carrier.

Brightworks Ltd. is not responsible for stolen packages. However, we will assist you in resolving the issue where possible.
Once the package is handed over to the carrier, any delays, losses, or damages caused by the carrier or customs are beyond our direct control.

6. Product-Specific Shipping Restrictions

Certain products may not be eligible for shipping to some locations due to regulatory restrictions, including but not limited to:

  • Hazardous materials
  • Flammable liquids or gases

If your order contains restricted items, we will notify you and assist in resolving the issue.

7. Shipping Costs and Rates

Shipping rates are calculated based on the weight of the package and the chosen shipping method. The total shipping cost will be displayed at checkout. Please note:

  • All weights are rounded up to the next full pound to align with carrier policies.

8. Free Shipping

We may occasionally offer free shipping as part of special campaigns or promotions. Outside of these campaigns, we do not currently offer free shipping on any orders.

9. Refund Timeline

Refunds for returns are processed within 10 business days of approval. A detailed timeline includes:

  • Transit Time: 5-10 business days for the package to reach us.
  • Processing Time: 3-5 business days to inspect and approve the return.
  • Bank Processing Time: 5-10 business days for your refund to appear on your payment method.

If your refund has not been received after 15 business days, contact us at info@brightworksbg.com.

10. Shipping Restrictions

  • We do not ship to P.O. Boxes. If a P.O. Box address is provided, the customer assumes full responsibility for any undeliverable or returned packages.
  • APO/FPO addresses may not be supported and cannot be guaranteed delivery.
  • Certain countries have shipping limitations due to logistics or local regulations. Customers in these regions are fully responsible for delivery issues:
    • Afghanistan, British Indian Ocean Territories, Equatorial Guinea, Yemen, East Timor, North Korea, Lesotho, Nicaragua, Syria, Somalia, South Sudan, South Georgia and the South Sandwich Islands, and Honduras.

11. Delays and Notifications

In the event of delivery delays, we will notify you promptly with an updated estimated delivery date. For EU and UK consumers, this does not affect your statutory rights.

Please note: Shipping times may further be extended during national holidays, major shopping events (e.g., Black Friday), or seasonal surges.

12. Questions

For any questions regarding this policy, please contact us:

Brightworks Ltd.
Email: info@brightworksbg.com
Telephone: +441384348574

Thank you for choosing Brightworks Ltd.!

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