Shipping policy

SHIPPING POLICY

OVERVIEW
MOTIVE ships to the UK and selected international destinations. This policy explains how we process, ship, and deliver orders. If you have any questions, contact us at support@motiveclo.com (we aim to reply within 24–48 hours).

MADE-TO-ORDER PRODUCTION
Many MOTIVE items are made-to-order (print-on-demand). This means your item is produced specifically for you after you place your order.
• Production time: typically 2–3 business days (may vary during peak periods).

SHIPPING TIMES (ESTIMATES)
Delivery times begin after production is complete. Estimated shipping times:
• UK: typically 4–10 business days after dispatch
• Europe: typically 5–10 business days after dispatch
• Worldwide: typically 7–12+ business days after dispatch

Please note: these are estimates only. Delivery may take longer due to customs processing, local carrier delays, weather, peak seasons, or other factors outside our control.

SHIPPING COSTS
Shipping costs are calculated at checkout and depend on destination, product type, and order size. Any free shipping offers (if shown) will be applied automatically at checkout.

CUSTOMS, DUTIES & TAXES (INTERNATIONAL)
International orders may be subject to import duties, taxes, and customs fees charged by your country. These fees are the customer’s responsibility and are not included in our product prices or shipping costs. We are unable to control or predict these charges.

ORDER TRACKING
When available, you will receive tracking details once your order has been dispatched. Tracking updates may take 24–72 hours to appear after dispatch.

ADDRESS ACCURACY
Please ensure your shipping address is correct at checkout.
• If an order is returned due to an incorrect/incomplete address provided by the customer, we may not be able to reship for free.
• If you notice an address mistake, contact us immediately at support@motiveclo.com. Changes are only possible before the order enters production/dispatch.

LOST, DELAYED OR MISSING PACKAGES
If your order is delayed, please allow a little extra time for delivery—especially during peak periods.
If your tracking shows “delivered” but you haven’t received it:
1) Check with neighbours/household members and any safe place
2) Contact the carrier with your tracking number
3) Email us at support@motiveclo.com and we’ll help investigate

If a package is confirmed lost in transit, we will work with our production/shipping partners to find the best resolution (replacement or refund where appropriate).

DAMAGED OR INCORRECT ITEMS
If your item arrives damaged, defective, or incorrect, contact us within 14 days of delivery at support@motiveclo.com with:
• your order number
• clear photos of the issue (and packaging if damaged)
We will arrange a replacement or refund in line with our Return & Refund Policy.

CANCELLATIONS
Because many items are produced to order, cancellations or changes are not guaranteed once production has started. If you need help urgently, contact support@motiveclo.com as soon as possible.

CONTACT
support@motiveclo.com
Response time: 24–48 hours