Delivery policy

This is a template delivery policy (also known as a shipping policy). Use the delivery policy to communicate to customers and other website users the methods, processes, periods and costs associated with the delivery of products. The template is equally suitable for use in relation to deliveries to consumers and deliveries to businesses – but the policy is not suitable for use in relation to large or very high value shipments.

The core provisions of this delivery policy template cover the circumstances in which free delivery is offered, geographical limits on deliveries, delivery methods and periods, delivery charges, tracking, collection, and problems with deliveries.

In some cases, a retailer will want the provisions of its delivery policy to be legally enforceable; in other cases, a policy should be purely an information document. This templates allows for both approaches.

If you need a full set of legal notices for an online shop, please see our online shop pack, which comes in versions covering both B2B and B2C transactions.

This delivery policy template was updated on 15 June 2023.

*Please purchase a licence on Website Contracts if you wish to use this delivery policy template without the credit text.

Do I need a delivery policy?

The publication of a dedicated delivery policy or shipping policy document is not a requirement of English or EU law. However, some of the information that you are obligated to publish to customers is most naturally included in such a policy. Leaving the legal rules to one side, the purpose of a website delivery policy is to outline the procedures related to the delivery of goods by the website operator. Primary objectives are: setting customer expectations regarding processes and fees; promoting consistency and reliability in order handling; managing customer inquiries and complaints; and mitigating risks and liabilities.

How do I write a delivery policy?

You have a few options here. You can write the delivery policy yourself, use a template or precedent policy, or instruct a legal professional to prepare or assist with the preparation of the policy.

What are the key features of a good delivery policy?

A basic delivery policy should include details of delivery methods, delivery timeframes, applicable fees and support contact information. A more comprehensive policy might also include details of order processing, tracking, notifications, delivery address requirements, exceptions to the general rules, what happens with lost or damaged goods.

What other sales-related documents might I need?

We supply a range of ecommerce documents via Website Contracts.

Title Description Get the document on…
T&Cs of sale Terms covering the sale of goods or products from a website, whether on a B2C or B2B basis. Get on Website Contracts
Returns policy If you make deliveries, you will also have to deal with returns. Get on Website Contracts
Terms of use for an ecommerce website Terms and conditions of use adapted for an online shop. Get on Website Contracts
Privacy and cookies policy A dedicated version of our privacy policy and cookies policy is designed for use with an online shop. Get on Website Contracts

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