Shipping policy

Effective date: 01 April, 2025

Scope: This policy applies to all orders placed with VB Wholesale (UK) Ltd. T/A DKSUPPLY for delivery within the United Kingdom of Great Britain and Northern Ireland. Nothing in this policy affects your statutory consumer rights.

Our commitment (best‑efforts only)

We aim to dispatch and deliver orders quickly and reliably. All statements about same‑day dispatch, next‑business‑day delivery, or specific delivery times are indicative only and represent our reasonable endeavours — they are not guaranteed. Delivery is carried out by third‑party couriers (DHL, Royal Mail, Parcelforce or other nominated carriers) and is therefore subject to courier performance and external circumstances beyond our control.

Delivery options & typical service

  • Express (Next Business Day — indicative): Free delivery on all BulkNuts orders, regardless of order value.
  • If you place an order before 1:00PM on a business day (Mon–Fri), we will endeavour to dispatch the same day, subject to stock availability, payment verification, operational constraints, and courier pickup times. Orders placed after 1:00PM, on weekends, or on public holidays will be processed on the next business day where reasonably possible.
  • Delivery timelines exclude weekends and public holidays. Remote destinations (e.g., Scottish Highlands, parts of Northern Ireland) may experience longer transit times. For deliveries to Northern Ireland, a fixed charge of £9.99 will be applied.

Dispatch, tracking & proof of delivery

  • When an order is dispatched we will provide the customer with a tracking number where available. Tracking information is provided by the courier and is indicative only.
  • We retain courier tracking data and proof of dispatch/delivery (including proof-of‑delivery images or signed PODs when supplied by the courier) and may use those records when investigating disputes.
  • Customers who request signature‑required delivery may incur additional fees; if you select an option that allows delivery without signature (e.g., “leave in safe place”), you accept the increased risk of loss or misdelivery.

Delivery delays, force majeure & carrier events

  • Delivery may be delayed by courier operational issues, industrial action, severe weather, road closures, customs controls, public holidays or other events outside our control. We will use reasonable endeavours to notify customers of significant delays where we are made aware.
  • In the event of force majeure, we may suspend or delay deliveries without liability for delay or non‑delivery beyond our reasonable control.

Address accuracy & customer responsibility

  • It is the customer’s responsibility to supply accurate and complete delivery information at checkout (full postal address, postcode, unit/flat numbers and a contact phone number).
  • If a parcel is delivered to an incorrect address as a direct result of incorrect information provided by the customer, the customer is responsible for retrieving the parcel. VB Wholesale (UK) Ltd. T/A DKSUPPLY cannot be held liable for courier misdeliveries arising from incorrect customer address data.
  • If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be offered:
    1. re‑shipment at the customer’s expense (additional postage charged at cost), or
    2. a refund of the order value less the original postage and a return handling fee of £4.99, and any additional carriage costs incurred.
  • If you need to change the delivery address after an order has been placed, contact us immediately. We will endeavour to help but cannot guarantee the address can be amended once the item is in transit.

Missing, delayed or non‑delivered parcels — how to report

  • Missing / non‑delivered parcels: Notify us within 14 days of the dispatch date if your parcel has not been received. Claims or investigations reported after 14 days may not be accepted by the courier and therefore may not be eligible for reimbursement.
  • Damaged or short-delivery: If your order arrives damaged, or if items are missing from the parcel, report this to us within 48 hours of receipt and retain all packaging and goods. We may require photos, videos and the original packaging to support a claim. Failure to report damage/shortages within this timeframe may affect the outcome of any claim.
  • To report a problem, email hello@dksupply.vn with: your order number, a brief description, photos (if damaged), the tracking number and delivery address used.

Our investigation & courier claims procedure

  • Upon receiving a valid notification within the required timeframe we will:
    1. Review our dispatch records, tracking data and courier proof‑of‑delivery information.
    2. Open an investigation/claim with the courier where appropriate.
    3. Keep the customer informed of the investigation outcome.
  • Where a parcel is confirmed lost by the courier, we will follow the courier’s compensation procedures. Where a claim is successful we will offer a refund or replacement in line with courier reimbursement and our internal policies.
  • All refunds or replacements are subject to the courier’s liability limits and the evidence available.

Returns because of customer error

  • If goods are returned to us because of a customer’s error (wrong address, incomplete address, refusal of delivery, failure to collect), we will process a refund minus:
  • the original carriage cost, and
  • a return handling fee of £4.99 (or higher where additional courier fees have been incurred).
  • We may also deduct reasonable packaging and restocking costs for returned items where applicable.

Chargebacks, disputes & fraud prevention (how we protect the business)

To protect both customers and VB Wholesale (UK) Ltd. T/A DKSUPPLY from fraud and unjustified chargebacks, the following procedures apply:

  • Customer obligations before initiating a chargeback
    • If you have an issue with your order, please contact us at hello@dksupply.vn and supply your order number and supporting information. We request that customers attempt to resolve the issue with us directly before initiating a card chargeback. Attempting to resolve directly helps expedite investigations and avoids unnecessary chargeback costs.
  • Evidence required
    • For any claim, refund or dispute (including chargeback investigations) we may request: order confirmation, proof of dispatch, courier tracking, proof‑of‑delivery (POD), signature image, photographs of damaged goods, and any correspondence. Customers who do not provide requested evidence may have their claim declined.
  • Our response to chargebacks
    • If a chargeback is raised with the customer’s card issuer, we will defend the transaction using all available evidence (order records, IP and device data, billing/delivery addresses, courier POD). Where the evidence supports the legitimacy of the transaction, we will contest the chargeback and seek to recover the funds.
    • Where the chargeback is found to be unwarranted or fraudulent, we reserve the right to recover costs, including chargeback fees and any legal costs reasonably incurred, from the cardholder. We will take reasonable steps to notify the customer of our intent to dispute the chargeback and request cooperation.
  • Refunds during dispute
    • Where a chargeback or dispute is under investigation, we may withhold issuing a refund until the outcome of the courier investigation or card issuer decision is known. This ensures we do not refund twice (once via us and once via the chargeback system).
  • Fraud and abusive patterns
    • We monitor for suspicious or repeated chargeback activity. If we reasonably suspect fraud or abuse of the returns/chargeback process, we may suspend account privileges, refuse further orders and, where lawful, pursue recovery of losses.

Insurance & limits of liability

  • Insurance: Where available, courier liability/insurance applies as per the courier’s terms. If you require additional insurance for high‑value items, please contact us prior to dispatch; additional insurance may incur an additional fee.
  • Limits of liability: Except where prohibited by law,  VB Wholesale (UK) Ltd. T/A DKSUPPLY  liability in respect of loss, damage or delay is limited to the order value (excluding shipping) and any liability of the courier under its terms. Nothing in this policy is intended to limit or exclude liability for death or personal injury caused by our negligence or for any matter which it would be unlawful to limit.

International & customs (not currently applicable)

We currently ship only to UK addresses. If and when international shipping becomes available, customs duties, taxes and import charges will be the recipient’s responsibility. Any statements about international shipping will be indicative only and dependent on applicable law and carrier services.

Data, privacy & fraud checks

By placing an order you consent to reasonable identity and fraud checks. We may share order and delivery information with couriers and payment processors to complete your order. All personal data is processed in accordance with our Privacy Policy.

Consumer rights & governing law

  • This policy is without prejudice to your statutory consumer rights. Nothing in this policy seeks to restrict or remove rights you have by law (for example under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013).
  • This policy is governed by the laws of England & Wales.

Contact, escalation & record retention

  • Primary contact: hello@dksupply.vn — please provide your order number, tracking number and supporting evidence where relevant.
  • Escalation: If you are not satisfied with our response, please ask for escalation to Customer Services Management and we will review the case.
  • We retain order, dispatch and courier POD records for a reasonable period to support investigations and to dispute chargebacks when necessary.

How this policy protects you (summary)

  • Clear reporting windows (48 hours for damage/shortages; 14 days for missing parcels) protect our ability to pursue courier claims and reduce fraudulent chargebacks.
  • Requiring evidence (photos, tracking, POD) allows us to contest illegitimate disputes and preserve funds.
  • Express statements are framed as best‑efforts only (no guaranteed delivery dates), limiting legal exposure for courier delays.
  • Refund and return deductions for customer error (address, refusal) deter abuse and recover costs.
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