Shipping Policy
Last updated: January 2026
At Direct Wholesale Ltd, we supply FMCG products to customers and businesses worldwide. We work with customers across international markets and arrange shipping solutions according to the destination, order size and nature of the goods.
This Shipping Policy explains how we process, dispatch and deliver orders placed through directwholesaleltd.co.uk.
1. Global Wholesale Supply
Direct Wholesale Ltd supplies wholesale customers internationally, including retailers, wholesalers, distributors, importers, exporters and other commercial buyers.
We can arrange delivery to destinations around the world, subject to:
Product availability
Destination-country regulations
Import restrictions
Shipping-route availability
Carrier availability
Customs requirements
The nature and quantity of the products ordered
International shipping arrangements may differ depending on the destination and size of the order.
2. Order Processing
Orders are processed during our normal business hours.
We aim to process orders as quickly as reasonably possible following order confirmation and receipt of any required payment.
Processing times may vary depending on:
Product availability
Order size
Number of cartons or pallets
Shipping destination
Export requirements
Customs or documentation requirements
Freight arrangements
Large wholesale orders may require additional time for stock preparation, palletisation, documentation and freight booking.
3. Shipping Methods
Depending on the destination and order requirements, we may use different shipping methods, including:
Courier delivery
Road freight
Pallet delivery
Air freight
Sea freight
Other international freight services
The most appropriate shipping method will depend on the products, quantity, destination and customer’s requirements.
For larger international wholesale orders, shipping may be arranged by pallet, container or other commercial freight method.
4. Shipping Costs
Shipping costs are calculated according to factors such as:
Destination country
Delivery address
Order weight
Product dimensions
Number of cartons or pallets
Shipping method
Freight rates
Customs or documentation requirements
For many international wholesale orders, shipping is quoted separately.
Where applicable, Direct Wholesale Ltd will provide the customer with a shipping quotation before dispatch.
5. International Delivery Times
International delivery times vary depending on the destination, shipping method and customs clearance process.
Estimated delivery times may be provided when a shipping quotation is prepared.
Delivery estimates are not guaranteed unless a specific delivery date or guaranteed service has been expressly agreed in writing.
Customs clearance, port congestion, weather, carrier delays and other circumstances outside our reasonable control may affect delivery times.
6. Customs, Duties and Import Taxes
International shipments may be subject to customs duties, import taxes, VAT, tariffs, clearance charges or other fees imposed by the destination country.
Unless expressly agreed otherwise in writing, the customer is responsible for all applicable import duties, taxes, customs charges and destination-country fees.
Customers are responsible for understanding the import requirements applicable to their country before placing an order.
Direct Wholesale Ltd is not responsible for delays or additional costs resulting from:
Customs inspections
Import restrictions
Incorrect documentation supplied by the customer
Unpaid duties or taxes
Import permits
Destination-country regulations
Customs clearance delays
7. Import Requirements
Customers are responsible for ensuring that the products they order can legally be imported into their destination country.
This may include obtaining:
Import licences
Permits
Food or product registrations
Customs documentation
Regulatory approvals
Other documents required by local authorities
Where additional documentation is required from Direct Wholesale Ltd, customers should inform us before placing their order.
8. Wholesale and Bulk Shipments
Wholesale orders may be shipped as cartons, pallets, containers or other commercial freight units.
For larger orders, we may contact the customer to confirm:
Delivery address
Delivery requirements
Freight method
Number of pallets or cartons
Access requirements
Customs information
Shipping documentation
Estimated delivery timeframe
Customers receiving pallet or freight deliveries must ensure that the delivery location is suitable for the agreed delivery method.
9. Delivery Address
Customers must provide complete and accurate delivery information.
This may include:
Company name
Recipient name
Full delivery address
Postcode or ZIP code
Country
Telephone number
Email address
Any required delivery instructions
Direct Wholesale Ltd is not responsible for delays, additional shipping costs or failed deliveries resulting from incorrect or incomplete information provided by the customer.
10. Shipping Confirmation and Tracking
Where tracking is available, we may provide tracking or shipment information once an order has been dispatched.
Tracking availability depends on the courier, freight carrier or shipping method used.
Some commercial freight and sea shipments may be tracked through shipping or freight documentation rather than standard parcel tracking.
11. Delays During Transit
International shipments can be affected by circumstances outside our control.
These may include:
Customs clearance
Port congestion
Shipping delays
Flight delays
Severe weather
Strikes
Transport disruption
Public holidays
Border restrictions
Government requirements
Carrier delays
Events beyond our reasonable control
Where we are informed of a significant delay, we will endeavour to provide relevant information to the customer.
12. Damaged Goods
Customers should inspect shipments as soon as reasonably possible after delivery.
If products arrive damaged, please contact us promptly at:
Where possible, provide:
Order number
Product details
Photographs of the damaged goods
Photographs of the packaging
Photographs of shipping labels
Delivery documentation or evidence of damage
For freight or pallet deliveries, customers should record visible damage with the carrier where possible at the time of delivery.
We will investigate the matter and determine the appropriate resolution in accordance with the applicable terms of sale and law.
13. Missing or Incorrect Products
If products are missing or you receive products that are different from those ordered, please notify us as soon as reasonably possible.
We may request photographs, delivery documentation or other information to investigate the shipment.
Where the issue is confirmed to have resulted from an error on our part, we will work with the customer to arrange an appropriate resolution.
14. Food, Confectionery and FMCG Products
Direct Wholesale Ltd supplies a range of FMCG products, including confectionery, chocolate, snacks, beverages, personal care and household products.
Customers are responsible for ensuring that products are stored and handled appropriately after delivery and in accordance with manufacturer instructions.
For international customers, the customer is also responsible for ensuring that products meet applicable requirements in the destination market.
15. Refused or Failed Deliveries
If a shipment is refused, cannot be delivered or is returned because of circumstances attributable to the customer, additional shipping, storage, customs or return charges may apply.
This may include circumstances such as:
Incorrect delivery information
Failure to provide required customs information
Failure to pay applicable import charges
Failure to obtain required import documentation
Refusal to accept the shipment
Failure to arrange collection or delivery
Any additional costs may be charged to the customer where permitted by the applicable agreement and law.
16. Customer Responsibility for International Orders
By placing an international order, the customer acknowledges that they are responsible for complying with the laws and regulations applicable to importing the products into their destination country.
Customers should check local requirements before placing an order.
Direct Wholesale Ltd cannot guarantee that every product available for wholesale purchase is permitted for import, sale or distribution in every country.
17. Shipping Quotes for International Orders
For international wholesale orders, customers may contact us to request a shipping quotation.
Please provide:
Products required
Quantities
Delivery country
Delivery city
Delivery postcode where applicable
Preferred shipping method, if known
Any special delivery requirements
Our team will assess the order and provide the available shipping options.
18. Contact Us
For shipping enquiries, international orders or freight quotations, please contact:
Direct Wholesale Ltd
Website: directwholesaleltd.co.uk
Email: info@directwholesaleltd.co.uk
We welcome wholesale enquiries from customers and businesses worldwide.
Last updated: January 2026