Shipping policy

Last updated: [15/12/2025]

This Shipping Policy explains how physical experience boxes are dispatched and delivered as part of a Long Distance Experiences booking. It should be read alongside our Terms & Conditions and Refunds Policy.

1. Overview

Each booking includes two physical experience boxes, which are dispatched separately to the addresses provided at checkout. Both boxes must arrive before the scheduled live experience for it to function correctly.

Customers are responsible for ensuring that all delivery details are accurate at the time of booking.

2. Shipping Options

Shipping costs are included in the total price displayed at checkout and vary depending on the delivery locations provided.

We currently offer the following shipping options:

  • UK Shipping

  • Non-UK (1 person) – where one participant is outside the UK

  • Non-UK (2 people) – where both participants are outside the UK

Customers must select the correct shipping option based on the addresses entered.

If an incorrect shipping option is selected, the order will be cancelled prior to dispatch, a full refund will be issued, and the customer will be invited to rebook using the correct option.

3. International Shipping, Customs & Duties

For international orders:

  • Customs duties and import taxes are included in the price of the selected shipping option

  • Delivery times are estimates only

  • Delays caused by customs processing, border checks, or local postal services are outside our control

If customs issues arise due to incorrect or incomplete information provided by the customer, any additional fees, resends, or charges will be the responsibility of the customer.

If a customs issue arises due to an administrative error on our part, no additional fees will be charged.

4. Dispatch & Delivery Times

Dispatch times are confirmed after booking. Delivery times vary depending on location and postal service.

All delivery times provided are estimates and not guaranteed. We are not responsible for delays caused by postal services, customs authorities, or events outside our reasonable control.

5. Address Accuracy & Changes

Customers are responsible for providing accurate delivery addresses for both participants.

  • If an incorrect address is entered and boxes are dispatched, resending will incur an additional postage fee

  • If an address error is identified before dispatch, customers may contact us at info@longdistanceexperiences.comto request a correction at no additional cost

6. Failed or Delayed Delivery

If one or both boxes have not arrived before the scheduled experience:

  • The experience cannot proceed as planned

  • Customers will be offered a free reschedule, including where the delay occurs within 24 hours of the experience

We are not responsible for delivery failures caused by incorrect address information provided by the customer.

7. Lost, Damaged, or Opened Boxes

If a box arrives damaged, opened, or with items missing due to transit:

  • Customers must notify us as soon as reasonably possible

  • Where appropriate, customers may be offered a resend or a partial refund, subject to the Terms & Conditions

If damage or loss is reported after the experience has taken place, it will be assumed that the box arrived in suitable condition unless evidence suggests otherwise.

8. One-Time Dispatch Policy

The price of the experience includes one dispatch per box only.

Any additional dispatches required due to customer error, missed deliveries, or address issues may incur additional fees.

9. Contact

For shipping enquiries, address changes, or delivery issues, please contact:

Long Distance Experiences
Email: info@longdistanceexperiences.com

This Shipping Policy forms part of the contractual agreement between the customer and Long Distance Experiences.