Shipping Policy

At CPAPstudio, we understand that CPAP and respiratory equipment can be important to your everyday therapy. We therefore aim to dispatch orders as quickly as possible and use tracked delivery services for added peace of mind.

Shipping at a Glance

Order / Destination Order Cut-Off Delivery Service Delivery Aim
UK Orders – Monday to Friday Order by 3:30 PM Tracked delivery Next working day
UK Orders – Saturday Order by 10:30 AM Tracked delivery Next working day
UK Orders – Sunday No dispatch — Dispatched next working day
UK Orders Over £800 Same cut-off times DHL Express or Royal Mail Special Delivery Guaranteed Next working day
International Orders See dispatch information below DHL Express Depends on destination and customs clearance

Orders placed before the applicable cut-off time are normally dispatched the same day, subject to stock availability, payment authorisation and any required prescription or verification.

Our UK delivery services are selected with the aim of delivering your order on the next working day after dispatch. Delivery times can occasionally be affected by courier delays or circumstances outside our reasonable control.

1. Same-Day Dispatch

We offer same-day dispatch on eligible in-stock orders placed before the following cut-off times:

Monday to Friday: Order before 3:30 PM for same-day dispatch.

Saturday: Order before 10:30 AM for same-day dispatch.

Sunday: We do not dispatch orders on Sundays. Orders placed on Sunday will normally be dispatched on the next working day.

Orders placed after the applicable cut-off time will normally be dispatched on the next available dispatch day.

Same-day dispatch is subject to:

  • The product being in stock.

  • Successful payment authorisation.

  • A complete and accurate delivery address.

  • Any required prescription or medical documentation having been received and approved.

  • Any necessary order or security verification being completed.

Please note that dispatch and delivery are separate. Same-day dispatch means that your order is handed to the relevant delivery network that day; it does not constitute an absolute guarantee that the carrier will deliver the parcel the following day.

2. UK Delivery

We provide fast, tracked delivery for UK orders.

Orders dispatched by us are sent using a service selected with the aim of delivery on the next working day after dispatch.

Depending on the order value, size, weight, destination and nature of the products, we may use Royal Mail, DHL Express or another appropriate tracked service.

Tracking information will normally be provided once your order has been dispatched.

3. Orders Over £800 – Premium Delivery

For UK orders with an order value over £800, we normally use a premium next-working-day delivery service.

Depending on the order and destination, this will normally be:

DHL Express, or
Royal Mail Special Delivery Guaranteed

This provides additional security and enhanced delivery service for higher-value orders.

Orders must still be placed before the applicable same-day dispatch cut-off and meet our normal dispatch requirements.

4. DHL Express / Special Delivery for Smaller Orders

If your UK order is below £800 but you would prefer us to use DHL Express or Royal Mail Special Delivery Guaranteed, please contact us.

We may be able to arrange an upgraded delivery service on an ad-hoc basis, subject to availability and any applicable additional delivery charge.

Please contact us before placing your order or as soon as possible after ordering, as we may not be able to change the delivery service once your order has entered our dispatch process.

Email: info@cpapstudio.co.uk

Telephone: +44 (0) 7899 539620

We will be happy to advise you of the available options.

5. Next-Working-Day Delivery Aim

We select our UK delivery services with the aim of delivering orders on the next working day after dispatch.

However, unless you have specifically purchased or been allocated a carrier service that is expressly guaranteed, next-working-day delivery should be treated as a delivery aim rather than an absolute guarantee.

Occasional delays can occur due to:

  • Courier network disruption.

  • Severe weather.

  • Industrial action.

  • Public holidays.

  • Incorrect or incomplete addresses.

  • Remote delivery locations.

  • Exceptional volumes within the courier network.

  • Other circumstances outside our reasonable control.

If your order is particularly urgent, please contact us before ordering and we can advise whether DHL Express or Royal Mail Special Delivery Guaranteed can be arranged.

6. Tracking Your Order

Once your order has been dispatched, you will normally receive a dispatch confirmation containing tracking information.

Please be aware that tracking may take several hours to update after a parcel has been handed to the carrier.

If your tracking has not updated for an unusual period or you believe your parcel has been delayed, please contact us and we will assist you.

7. Stock Availability

We aim to maintain accurate stock information on our website.

Occasionally, stock availability can change unexpectedly because of high demand, stock discrepancies, supplier delays or multiple customers ordering the same product within a short period.

If an item is unexpectedly unavailable, we will contact you and may offer:

  • An estimated dispatch date.

  • An appropriate alternative, subject to your agreement.

  • Partial dispatch of available items.

  • Cancellation and refund of the unavailable item.

We will not substitute a materially different product without your agreement.

8. Delivery Address

Customers are responsible for ensuring that the delivery address supplied when placing an order is complete and accurate.

Please carefully check your:

  • House or building number/name.

  • Street.

  • Town or city.

  • Postcode.

  • Country.

  • Telephone number.

If you discover an address error after ordering, please contact us immediately.

We will make reasonable efforts to correct the address before dispatch, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or courier process.

Additional costs resulting from an incorrect or incomplete address supplied by the customer may be payable by the customer where legally permitted.

9. Missed Deliveries & Uncollected Parcels

If nobody is available to receive a parcel, the delivery carrier may:

  • Attempt delivery again.

  • Leave the parcel in an authorised safe place.

  • Deliver to a neighbour where permitted.

  • Redirect it to a collection point.

  • Hold it at a local depot.

  • Return it to CPAPstudio after unsuccessful delivery attempts.

Please follow the instructions provided by the delivery carrier.

Where a parcel is returned to us because it was not collected, delivery was repeatedly unsuccessful or an incorrect/incomplete address was supplied, reasonable additional shipping or return-to-sender charges may apply where legally permitted.

10. Damaged Deliveries

If a parcel arrives visibly damaged, please take photographs of the outer packaging before opening it, where possible.

Please then check the contents carefully.

If the product is damaged or something is missing, please contact us as soon as reasonably possible and provide:

  • Your order number.

  • Photographs of the external packaging.

  • Photographs of the product.

  • A photograph of the shipping label where possible.

  • Details of any damaged or missing items.

Please retain the packaging until we confirm that it is no longer required, as the courier may require photographs or packaging information when investigating the shipment.

11. Delayed or Lost Parcels

Occasionally, parcels may be delayed while travelling through the courier network.

A tracking delay does not necessarily mean that a parcel has been lost.

If your parcel has not arrived within the expected delivery period, please contact us and we will investigate with the delivery carrier where appropriate.

Where a parcel is confirmed as lost in transit, we will arrange an appropriate resolution in accordance with your applicable consumer rights.

12. International Shipping – DHL Express

We use DHL Express for international orders.

DHL Express provides tracked international delivery to many destinations worldwide.

International delivery times vary depending on:

  • Destination country.

  • Customs clearance.

  • Local customs requirements.

  • Import documentation.

  • Remote-area delivery.

  • Local holidays.

  • Regulatory requirements.

You will normally receive DHL tracking information after your order has been dispatched.

Please note that international delivery estimates do not include delays caused by customs clearance or action required from the recipient.

13. International Customs, Import VAT & Duties

International shipments may be subject to import VAT, customs duties, taxes, brokerage charges or other fees imposed by the destination country or courier.

Unless specifically stated otherwise when you order, these charges are the responsibility of the recipient and are not included in the product price or shipping charge.

CPAPstudio does not determine or control the amount charged by overseas customs authorities.

Customers are responsible for complying with the import requirements of the destination country and for responding promptly to any requests from DHL or the relevant customs authority.

14. Customs Delays, Refused Shipments & Unpaid Duties

International deliveries can occasionally be delayed while awaiting customs clearance.

The recipient is responsible for providing information or paying import duties/taxes requested by DHL or the destination country's customs authorities.

If a shipment is refused, abandoned, not collected or returned because the recipient:

  • Refuses to pay applicable import duties or taxes.

  • Does not complete customs clearance.

  • Does not provide information requested by DHL or customs.

  • Refuses delivery.

  • Provides an incorrect or incomplete delivery address.

the shipment may be returned to CPAPstudio.

Where a refund is applicable after the goods have been safely returned to us, reasonable costs actually incurred as a result of the failed delivery or return may be deducted where permitted by law. These may include original international shipping costs, return-to-sender charges, customs charges, carrier charges and other direct costs associated with returning the shipment.

This does not affect your statutory consumer rights.

15. International Import Restrictions

Customers placing international orders are responsible for checking whether the products they are ordering can legally be imported into their destination country and whether any prescription, licence or other documentation is required.

Where we are aware of a shipping or regulatory restriction, we may contact you before dispatch or cancel an affected item and issue an appropriate refund.

16. Multiple-Item Orders

Orders containing multiple products may occasionally be dispatched in more than one parcel.

This may be necessary because of product size, weight, stock availability, courier restrictions or prescription/documentation requirements.

If your order is split, you may receive more than one tracking number.

17. Returns

This Shipping & Delivery Policy covers the dispatch and delivery of orders.

For information about returning a product, including change-of-mind returns, faulty products and hygiene-sensitive medical products, please see our Returns & Refund Policy.

Contact Us

If you have any questions about shipping or need an urgent or upgraded delivery service, please contact us:

CPAPstudio – AA Sales Ltd
1 Harding Road
Eastleigh
Hampshire
SO50 9RB
United Kingdom

Email: info@cpapstudio.co.uk
Telephone: +44 (0) 7899 539620

Please include your order number when contacting us about an existing shipment.