Shipping policy

Neighbours Notes – Shipping Policy
Last updated: 18 February 2026

Neighbours Notes is a trading style of Oatley Coffee Ltd.
Returns address: 39 Priory Road, Hampton, TW12 2NS, United Kingdom
Contact: info@oatleycoffee.com | 020 4621 6001
Customer service hours: Monday–Friday 9:00am–6:00pm
Response time target: within 2 business days

Shipping Policy

1) Delivery options and fees

Delivery options, coverage areas, fees, and estimated timeframes are shown at checkout and may vary depending on your location and basket contents.

2) Dispatch and delivery timeframes

We aim to dispatch orders promptly during business days. Estimated delivery windows are provided at checkout and are estimates, not guarantees.

3) Correct address details

You are responsible for providing an accurate delivery address and contact details. If an order is returned to us due to an incorrect/incomplete address, we may:

  • charge a redelivery fee, or

  • refund the order minus any delivery/return-to-sender costs incurred (where permitted).

4) Alcohol delivery rules (age verification)

For any alcohol delivery or collection:

  • the recipient must be 18+ and may be required to provide valid ID (Challenge 25).

  • we (and/or the courier) will not hand over alcohol if age verification fails.

No safe place: Alcohol orders will not be left in a safe place or unattended.

If delivery fails due to no one available, refusal to show ID, or failed age verification, we may arrange redelivery at additional cost or refund the order minus reasonable delivery/return costs (where permitted). 

5) Damaged parcels or missing items

If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible with photos of:

  • the outer packaging,

  • the damage,

  • and the shipping label.

We’ll investigate and offer an appropriate remedy (replacement/refund) depending on the circumstances.

6) Click & collect (if offered)

If click & collect is available:

  • collection instructions and timeframes will be provided at checkout.

  • alcohol collections require age verification as above.

  • uncollected orders may be cancelled/refunded subject to product type and any reasonable costs incurred (where permitted).