Shipping policy

SHIPPING POLICY

OVERVIEW

MØTIVE® ships to the United Kingdom and selected international destinations.

Some products are fulfilled from different production facilities. As a result, an order containing multiple products may be dispatched in separate parcels and may arrive at different times.

If you need assistance, contact support@motiveclo.com. We aim to respond within 24–48 hours.

PRODUCTION & FULFILMENT

Many MØTIVE® products are produced after an order is placed.

Production times may vary depending on the product, production facility, order volume and destination.

Once an item has completed production and has been dispatched, you will receive tracking information where available.

If your order contains products fulfilled from different facilities:

  • items may be produced separately
  • items may be dispatched separately
  • you may receive more than one tracking number
  • parcels may arrive on different days

ESTIMATED DELIVERY TIMES

Delivery estimates begin after production and dispatch.

Typical delivery estimates are:

  • United Kingdom: approximately 4–10 business days after dispatch
  • Europe: approximately 5–10 business days after dispatch
  • International: approximately 7–12+ business days after dispatch

These are estimates and are not guaranteed.

Delivery may take longer because of customs processing, local carrier delays, public holidays, weather, peak periods or circumstances outside our control.

SHIPPING COSTS

Shipping costs are calculated automatically at checkout based on:

  • delivery destination
  • products ordered
  • parcel weight
  • fulfilment location

Because MØTIVE® works with more than one fulfilment facility, an order containing products from different facilities may be divided into multiple shipments.

Where this happens, shipping charges may reflect the cost of each shipment.

Any free-delivery promotion offered by MØTIVE® will be displayed or applied at checkout according to the terms of that promotion.

CUSTOMS, DUTIES & TAXES

International orders may be subject to import duties, customs charges or local taxes imposed by the destination country.

Unless stated otherwise at checkout, these charges are the responsibility of the customer.

MØTIVE® does not control and cannot predict charges imposed by local customs authorities.

ORDER TRACKING

Where tracking is available, tracking information will be sent after your order has been dispatched.

For orders dispatched in multiple parcels, you may receive separate tracking information for each shipment.

Tracking information can sometimes take 24–72 hours to update after dispatch.

ADDRESS ACCURACY

Customers are responsible for entering a complete and accurate delivery address at checkout.

If you notice an error, contact support@motiveclo.com as soon as possible.

We cannot guarantee that an address can be changed once an item has entered production or dispatch.

If an order is returned because an incorrect or incomplete address was provided, additional shipping charges may apply before the order can be resent.

DELAYED, LOST OR MISSING ORDERS

If your order appears delayed, please allow additional time for carrier updates, particularly during busy periods.

If tracking shows your parcel as delivered but you cannot locate it:

  1. Check with household members, neighbours and any designated safe place.
  2. Check the tracking information for delivery details.
  3. Contact the delivery carrier where appropriate.
  4. Contact support@motiveclo.com with your order number and tracking information.

If a parcel is confirmed as lost in transit, we will work with the relevant fulfilment or delivery partner to provide an appropriate resolution.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If an item arrives damaged, defective or different from what you ordered, contact us at support@motiveclo.com as soon as possible.

Please include:

  • your order number
  • a description of the problem
  • clear photographs of the item
  • photographs of the packaging where relevant

Your statutory rights are not affected by this policy. GOV.UK

ORDER CHANGES & CANCELLATIONS

Because production can begin shortly after an order is placed, changes or cancellations before dispatch are not always possible.

Contact support@motiveclo.com as soon as possible if you need to amend an order.

This does not affect any cancellation rights that apply after receiving your goods.