1. Discreet Shipping Is Our Priority

Canna Shops understands that privacy matters.

Every order placed through https://cannashops.co.uk is prepared and shipped using discreet packaging designed to protect your privacy from the moment it leaves our fulfilment facility until it reaches your delivery address.

Our packaging does not display unnecessary information about the contents of your order.

Where reasonably possible, parcels are sent using:

  • Plain outer packaging
  • Neutral mailing bags or unbranded boxes
  • Secure internal packaging
  • Minimal external labelling
  • No visible product names
  • No cannabis-related wording or imagery
  • No promotional branding that reveals the nature of the contents
  • A neutral sender name where supported by the courier

The delivery label will contain only the information reasonably required to process and deliver the parcel, such as your name, delivery address, tracking details, and the courier’s required reference information.

2. What Discreet Packaging Means

Discreet shipping means that someone viewing the outside of the parcel should not ordinarily be able to identify the specific products inside.

Depending on the order, we may use:

  • Opaque mailing bags
  • Plain cardboard boxes
  • Protective internal wrapping
  • Tamper-evident packaging
  • Odour-resistant or sealed internal packaging where appropriate
  • Additional cushioning for fragile products
  • Separate internal packaging for multiple items

We take reasonable care to ensure that products remain secure and private during transit.

Discreet packaging does not mean that we can remove information that a courier, regulator, customs authority, payment provider, or other authorised organisation legally requires.

3. Privacy on Shipping Labels

Shipping labels generally display only the information necessary for delivery.

This may include:

  • Your full name
  • Delivery address
  • Postcode
  • Courier tracking number
  • A neutral return reference
  • Any information legally required by the delivery provider

Product names, order contents, and detailed descriptions are not ordinarily displayed on the outside of the parcel.

The sender name appearing on your parcel may be a neutral trading, fulfilment, warehouse, or logistics name rather than “Canna Shops”.

4. Order Confirmation and Payment Information

Your order confirmation email may include the products you purchased because it serves as your purchase record.

Bank or card statements may display:

  • Canna Shops
  • A shortened trading name
  • The name of our payment provider
  • Another payment descriptor shown during checkout

The exact payment description depends on the payment method and provider used.

Discreet shipping relates primarily to the physical parcel. We cannot guarantee how every bank, payment provider, email service, or digital wallet will display a transaction.

5. Delivery Areas

We currently deliver to eligible addresses within the United Kingdom, subject to product availability, courier coverage, and applicable legal restrictions.

Delivery may be unavailable or restricted for:

  • Certain offshore locations
  • Remote areas
  • PO boxes
  • Parcel forwarding addresses
  • Hotels or temporary accommodation
  • Military addresses
  • International destinations
  • Locations where a product cannot lawfully be supplied
  • Addresses that cannot be verified
  • Addresses considered high risk by our payment or fraud-prevention systems

Available delivery options will normally be shown during checkout.

We may refuse or cancel an order where we reasonably believe that delivery would be unlawful, unsafe, impractical, or contrary to a courier’s conditions.

6. Order Processing Times

Orders are normally processed within 1 to 2 working days after payment and any required checks have been completed.

Working days are Monday to Friday, excluding public and bank holidays.

Orders placed after the daily processing cut-off, on weekends, or on public holidays will usually begin processing on the next working day.

Processing may take longer where:

  • Payment requires additional verification
  • Age or identity checks are required
  • The delivery address is incomplete or unclear
  • An item is temporarily unavailable
  • The order contains several products
  • The order is considered high risk
  • We experience unusually high order volumes
  • Severe weather or courier disruption affects fulfilment

Dispatch times are separate from delivery times.

7. Estimated Delivery Times

Estimated delivery times will depend on the delivery method selected during checkout.

Typical estimates may include:

  • Standard delivery: 2 to 5 working days after dispatch
  • Express delivery: 1 to 2 working days after dispatch
  • Next-working-day delivery: Where displayed as available and ordered before the stated cut-off time
  • Remote or offshore locations: Additional delivery time may be required

These estimates begin after an order has been dispatched, not from the moment it is placed.

Delivery dates are estimates unless we expressly confirm that a specific date is guaranteed.

We will take reasonable steps to deliver orders without undue delay. Unless a different delivery period is agreed, orders will be delivered within the period required under applicable UK consumer law.

8. Shipping Charges

Shipping charges are calculated and displayed during checkout before payment is completed.

Charges may depend on:

  • Delivery method
  • Destination
  • Parcel weight
  • Parcel dimensions
  • Order value
  • Product type
  • Courier requirements
  • Whether age verification or a signature is required

Any free-delivery offer will be subject to the conditions shown on the website at the time of purchase.

Discounts, promotions, and free-delivery thresholds may be changed or withdrawn without affecting orders already accepted.

9. Dispatch Confirmation and Tracking

Once your order has been dispatched, we may send a confirmation email containing:

  • Your order reference
  • Courier information
  • Tracking number
  • Tracking link
  • Estimated delivery information

Tracking information may take several hours to become active after the parcel has been collected.

Courier tracking updates are provided by the delivery company and may occasionally be delayed or inaccurate.

A lack of tracking movement does not always mean that the parcel is lost.

10. Age and Identity Verification

Certain products may be subject to age, identity, legal, or delivery restrictions.

We may require verification:

  • Before accepting the order
  • Before dispatch
  • When the parcel is delivered
  • Where requested by a payment or delivery provider

The courier may ask the recipient to provide acceptable identification.

The name on the identification may need to match the name on the order or delivery record.

Orders may not be left unattended where an age check, signature, or identity verification is required.

A parcel may be returned to us if:

  • The recipient cannot provide acceptable identification
  • The recipient does not meet the applicable age requirement
  • The recipient refuses the required check
  • The delivery details cannot be verified
  • The courier believes delivery would breach its policies or the law

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11. Signature on Delivery

Some orders may require a signature.

A signature may be required because of:

  • The value of the order
  • The nature of the product
  • Age-verification requirements
  • Fraud-prevention measures
  • Courier conditions
  • Previous delivery issues
  • Customer location

Where a signature is required, the parcel should not be left in an unattended location.

The person accepting the parcel may be asked to confirm their name or provide identification.

12. Safe-Place Deliveries

Where the courier allows safe-place instructions, you may be able to request that a parcel be left in a nominated location.

Safe-place delivery may not be available for:

  • Age-restricted products
  • High-value orders
  • Orders requiring identification
  • Signature-required parcels
  • Locations considered insecure
  • Products subject to special delivery conditions

Where you directly instruct the courier to leave a parcel in a safe place, with a neighbour, or at an alternative location, this may affect how a missing-delivery claim is assessed.

We recommend selecting a secure delivery address where someone eligible can receive the order.

13. Deliveries to Shared Addresses

We use discreet outer packaging, but customers are responsible for choosing a suitable and secure delivery address.

This is particularly important for deliveries to:

  • Shared houses
  • Student accommodation
  • Apartment buildings
  • Workplaces
  • Reception desks
  • Hotels
  • Family homes
  • Mailrooms
  • Concierge services

We cannot control who may receive or handle the parcel at the address provided.

A parcel accepted by a receptionist, concierge, household member, colleague, neighbour, or another person authorised at the address may be treated as delivered by the courier.

14. Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate delivery address.

Please check the following before placing an order:

  • Recipient name
  • House or building number
  • Street name
  • Flat or unit number
  • Town or city
  • Postcode
  • Email address
  • Delivery contact details

Contact us immediately at [email protected] if you notice an error.

We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Where a parcel is delayed, lost, or returned because the customer supplied an incorrect or incomplete address, we may deduct reasonable additional delivery or return costs from any refund where legally permitted.

15. Changing the Delivery Address

For security reasons, we may be unable to change the delivery address after an order has been confirmed.

Address changes may require:

  • Cancellation and replacement of the original order
  • Additional identity verification
  • Payment verification
  • Approval by the courier
  • Payment of additional shipping costs

We will not redirect an order where we reasonably believe that doing so creates a fraud, legal, or security risk.

16. Missed Deliveries

Where no eligible recipient is available, the courier may:

  • Attempt delivery again
  • Leave a calling card
  • Send an email or SMS
  • Hold the parcel at a collection point
  • Return the parcel to a delivery depot
  • Return the parcel to us

Customers should follow the courier’s instructions promptly.

Identification may be required when collecting a parcel.

Collection deadlines are controlled by the courier and may be limited.

17. Parcels Returned to Us

A parcel may be returned to Canna Shops because:

  • Delivery was attempted unsuccessfully
  • The parcel was not collected
  • The address was incorrect
  • The recipient refused delivery
  • Age or identity verification failed
  • The courier could not access the property
  • The parcel was damaged in transit
  • Delivery was prohibited or restricted

Once the parcel has been returned and inspected, we will contact you regarding the available options.

Depending on the circumstances, we may:

  • Arrange redelivery
  • Ask you to confirm your address
  • Request additional verification
  • Cancel the order
  • Issue an applicable refund
  • Deduct reasonable additional delivery costs where legally permitted

Products that cannot safely or legally be resold may be subject to additional restrictions.

18. Delivery Delays

Although we aim to meet all estimated delivery times, delays may occur because of circumstances outside our reasonable control.

These may include:

  • Courier network disruption
  • Severe weather
  • Road closures
  • Public holidays
  • Industrial action
  • Technical failures
  • Security incidents
  • Customs or regulatory checks
  • High seasonal demand
  • Incorrect delivery information
  • Failed age or identity verification
  • Events affecting transport or supply networks

We will provide information where a significant delay becomes known to us.

A delayed parcel is not automatically considered lost.

19. Lost Parcels

Contact us at [email protected] if your parcel has not arrived within the expected period and the tracking information does not provide a clear explanation.

Please include:

  • Your name
  • Order number
  • Delivery postcode
  • Tracking number
  • A summary of the issue

We may need to open an investigation with the courier.

Customers must allow the courier a reasonable period to investigate the delivery.

Where the parcel is confirmed as lost before delivery, we will provide an appropriate remedy in accordance with your legal rights. This may include a replacement or refund.

We may require a written declaration confirming that the parcel was not received.

20. Parcels Marked as Delivered

Where tracking shows that a parcel has been delivered but you cannot locate it, please:

  • Check the delivery address on your order
  • Check around the property
  • Check any nominated safe place
  • Ask household members
  • Ask neighbours
  • Check with reception, concierge, or building management
  • Review any delivery photograph or courier note
  • Contact the courier where appropriate

You must also contact us promptly so that we can assess the delivery information and, where necessary, raise an investigation.

We may request additional information before issuing a replacement or refund.

A courier’s “delivered” status will be considered alongside all available evidence and will not automatically remove any rights you may have under UK consumer law.

21. Damaged or Tampered Parcels

Please inspect the parcel as soon as reasonably possible after delivery.

Contact us promptly if:

  • The outer packaging is significantly damaged
  • The parcel appears to have been opened
  • A tamper seal is broken
  • A product is missing
  • A product has leaked
  • An item is broken
  • The contents do not match your order

Where possible, keep:

  • The outer packaging
  • The shipping label
  • Internal packaging
  • Damaged products
  • Photographs or video showing the condition of the parcel

This information helps us investigate the issue with the courier or fulfilment provider.

Do not use a product that appears damaged, contaminated, opened, incorrectly labelled, or unsafe.

22. Missing or Incorrect Items

Contact us at [email protected] if your order contains an incorrect item or an item is missing.

Please provide:

  • Your order number
  • The item received
  • The item expected
  • Photographs of the parcel and contents where requested
  • A photograph of the shipping label where requested

We will review the packing and dispatch records and provide an appropriate remedy where the order was fulfilled incorrectly.

23. Odour Control and Product Sealing

Where appropriate, products may be placed in sealed or odour-resistant internal packaging before being placed inside the discreet outer parcel.

We take reasonable steps to reduce the risk of:

  • Product odours escaping
  • Leakage
  • Contamination
  • Damage
  • Tampering
  • Exposure during ordinary transit

We cannot guarantee that packaging will be completely odour-proof in every circumstance, particularly where a parcel has been damaged, opened, compressed, exposed to extreme conditions, or handled improperly during transit.

24. Packaging Materials

We aim to balance privacy, product protection, security, and responsible packaging use.

Packaging may include:

  • Cardboard
  • Protective paper
  • Opaque mailing materials
  • Recyclable cushioning
  • Sealed pouches
  • Tamper-evident materials
  • Materials required for product safety

Recycling information may vary depending on the packaging material and local collection rules.

For privacy, remove or destroy any delivery labels containing personal information before recycling or disposing of the packaging.

25. International Shipping

Unless expressly stated at checkout, we do not offer international delivery.

Customers must not use freight-forwarding or parcel-redirection services to send products to countries where their importation, possession, or supply may be prohibited.

Where international shipping is available, the customer is responsible for:

  • Checking local import laws
  • Providing accurate customs information
  • Paying applicable duties and taxes
  • Complying with destination-country restrictions
  • Ensuring that the product may lawfully be imported and possessed

We may cancel any order that presents a legal, customs, compliance, or delivery risk.

26. Order Cancellation Before Dispatch

Contact us as soon as possible if you wish to cancel an order.

We will try to stop the order before dispatch, but this may not be possible once processing has begun.

Where the parcel has already been dispatched, you may need to follow our Returns and Refunds Policy.

Your cancellation and refund rights are subject to applicable UK consumer law. Online customers will generally have cancellation rights for qualifying purchases, although legal exceptions can apply to certain sealed, perishable, personalised, or hygiene-sensitive products once relevant conditions are met.

27. Risk and Responsibility for the Parcel

We remain responsible for the parcel until it is delivered to:

  • You
  • A person identified by you to receive it
  • A safe place or alternative recipient specifically authorised by you, where applicable

Delivery to an independent carrier chosen and arranged by you may affect when responsibility transfers, as provided by applicable law.

Nothing in this policy limits your statutory rights concerning goods that are lost, damaged, faulty, unsafe, or not delivered as agreed.

28. Fraud Prevention and Delivery Security

We may delay, hold, or cancel an order where additional verification is reasonably required.

Checks may include:

  • Billing and delivery address comparison
  • Payment verification
  • Identity confirmation
  • Age verification
  • Review of unusual order activity
  • Courier delivery restrictions
  • Previous chargeback or non-delivery records

We will not dispatch an order where we reasonably believe that doing so would expose Canna Shops, the customer, a courier, or another person to fraud, harm, or unlawful activity.

29. Customer Responsibilities

Customers are responsible for:

  • Providing accurate order information
  • Selecting a secure delivery address
  • Monitoring tracking updates
  • Ensuring an eligible recipient is available
  • Completing required verification
  • Collecting parcels within courier deadlines
  • Inspecting orders promptly
  • Reporting delivery problems without unreasonable delay
  • Storing delivered products safely
  • Preventing access by children or unauthorised persons

30. Consumer Rights

Nothing in this Shipping Policy removes or limits your statutory consumer rights.

Where goods are not delivered within an agreed essential timeframe, or otherwise fail to meet applicable legal requirements, you may be entitled to remedies under UK consumer law.

This policy should be read together with our:

  • Terms and Conditions
  • Returns and Refunds Policy
  • Privacy Policy
  • Cookie Policy
  • Disclaimer

Where this policy conflicts with a mandatory provision of UK law, the applicable legal provision will take priority.

31. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to:

  • Delivery providers
  • Shipping services
  • Packaging procedures
  • Delivery areas
  • Verification requirements
  • Legal or regulatory obligations
  • Our business operations

The latest version will be published on this page with an updated revision date.

Changes will not remove rights that have already arisen in relation to an accepted order.

32. Contact Us

Questions or concerns about delivery, tracking, or discreet packaging should be sent to:

Canna Shops
Email: [email protected]
Website: https://cannashops.co.uk