Shipping policy

Last updated: 24 June 2026

This Shipping Policy explains how orders placed with SYNCLAB LTD, trading as Holy Water Supply Co., are reviewed, processed, dispatched and delivered.

1. Business information

Legal entity: SYNCLAB LTD
Trading name: Holy Water Supply Co.
Company number: 17213434
Registered address: 128 City Road, London, United Kingdom, EC1V 2NX
Email: contact@holywatersupply.com
Telephone: +6285190422874

2. Order review and payment

Orders submitted through our website may initially be recorded as awaiting payment.

After reviewing your order, we may send a secure payment link to the email address supplied during checkout.

Your order will not enter processing until:

The order has been reviewed and accepted
Any requested customer or business information has been provided
Payment has been successfully completed
The payment has cleared and been confirmed
The ordered products are available

Please ensure that the email address entered during checkout is correct and check your spam or junk folder for payment and order communications.

3. Processing time

Our standard processing time is one business day after payment has cleared.

Processing includes:

Confirming payment
Completing any required order review
Checking product availability
Preparing the order
Packaging the products
Creating the shipping documentation

Processing time does not include weekends, UK public holidays, carrier transit time or customs processing.

Orders that require additional verification, address correction or customer information may take longer to process.

4. Dispatch time

In-stock orders are normally dispatched within 48 business hours after payment has cleared.

The 48-business-hour dispatch period begins only after:

Cleared payment has been confirmed
The order has been accepted
Any required verification has been completed
All necessary delivery information has been received

Orders paid or confirmed outside normal business hours begin processing on the next business day.

Dispatch within 48 business hours is a target for eligible in-stock orders and does not mean that the parcel will be delivered within 48 hours.

5. Business days

For the purpose of this policy, business days are:

Monday to Friday, excluding UK public holidays.

Saturday, Sunday and UK public holidays are not counted as processing or dispatch days.

Example:

If payment clears on Monday, processing normally begins on Monday or Tuesday, and dispatch is targeted within 48 business hours.
If payment clears late on Friday, processing normally begins on the following Monday, unless that Monday is a UK public holiday.

6. Delivery time

Delivery time begins after the order has been dispatched.

The total estimated delivery time consists of:

Processing time + dispatch preparation + carrier transit time

Carrier transit times vary depending on:

Delivery country
Delivery address
Selected shipping service
Carrier capacity
Customs processing
Public holidays
Weather
Local delivery conditions
Import requirements

Estimated delivery times displayed during checkout are estimates and are not guaranteed delivery dates unless we expressly confirm otherwise in writing.

Where no specific delivery date has been agreed, eligible consumer orders will be delivered within the period required by applicable law.

7. Shipping destinations

We ship only to destinations that are available during checkout.

The availability of shipping to a particular country does not guarantee that every product can legally or practically be delivered to that destination.

We may reject, hold or cancel an order where:

The delivery destination is unsupported
The address is incomplete or invalid
Delivery is restricted by law or carrier policy
Importation requires documentation we cannot provide
The product is unavailable
We cannot verify the customer or intended order
The carrier cannot accept the shipment

If an order is cancelled after payment has been received, an appropriate refund will be issued.

8. Shipping charges

Shipping charges are calculated or displayed during checkout before the order is submitted or before payment is completed.

Shipping costs may depend on:

Destination
Parcel weight
Parcel dimensions
Shipping method
Carrier
Required handling
Delivery speed
Applicable surcharges

The shipping charge displayed before payment is the applicable charge for that order, unless an obvious technical or pricing error has occurred.

Where an error is identified, we will contact you before proceeding.

9. Tracking information

Where tracking is available, tracking details will be sent to the email address associated with the order after the shipment has been handed to the carrier.

Tracking information may take time to become active after dispatch.

You are responsible for:

Monitoring tracking updates
Responding to carrier communications
Providing any delivery information requested by the carrier
Arranging redelivery or collection where necessary

10. Delivery address

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

Before submitting your order, check:

Recipient name
Company name, where applicable
Street address
Building, unit or suite number
City
County or region
Postal code
Country
Telephone number
Email address

We cannot guarantee that the address can be changed after processing or dispatch has begun.

11. Incorrect or incomplete addresses

If a parcel is delayed, returned or lost because the customer supplied an incorrect or incomplete address, the customer may be responsible for reasonable:

Redelivery charges
Return shipping charges
Address-correction charges
Carrier fees
Related delivery expenses

Where legally permitted, these costs may be deducted from any refund.

We are not responsible for delivery to an incorrect address that was entered and confirmed by the customer, except where the error was caused by us.

12. Delivery attempts and unclaimed parcels

The carrier may make one or more delivery attempts or direct the parcel to a collection point.

You are responsible for collecting the parcel or arranging redelivery within the period specified by the carrier.

If a parcel is returned because it was:

Refused
Unclaimed
Not collected
Undeliverable
Sent to an incorrect address
Not accepted after delivery attempts

we will contact you after the parcel has been returned and inspected.

Reasonable original shipping, return shipping and redelivery costs may apply where legally permitted.

13. Delays

Although we aim to meet the stated processing and dispatch times, delays may occur because of circumstances outside our reasonable control, including:

Severe weather
Carrier disruption
Customs checks
Border delays
Public holidays
Strikes or labour disputes
Government restrictions
Security inspections
Incorrect addresses
Customer verification
Supply interruptions
Natural disasters
Public-health emergencies
Technical or communication failures

We will provide updates where reasonably possible if we become aware of a significant delay.

A carrier delay after dispatch does not necessarily mean that the shipment is lost.

14. Customs, duties and import taxes

International orders may be subject to:

Customs duties
Import taxes
Brokerage charges
Handling fees
Local government charges
Carrier administration fees

Unless expressly stated otherwise during checkout, these charges are not included in the product or shipping price and are the customer’s responsibility.

You are responsible for confirming that the products may lawfully be:

Imported
Received
Possessed
Stored
Used

in the destination country.

We do not guarantee customs clearance.

You must respond promptly to any request from the carrier or customs authority.

15. Customs delays and rejected imports

Customs processing times are outside our direct control and are not included in our processing or dispatch estimate.

If a parcel is:

Held by customs
Delayed pending information
Rejected for import
Returned to the sender
Abandoned because charges were unpaid

Refunds, replacements or credits will be assessed under our Returns and Refund Policy and applicable law.

Shipping costs, customs charges or return fees may be non-refundable where the issue resulted from the customer’s failure to comply with local import requirements.

16. Damaged parcels

Inspect your parcel as soon as it arrives.

If the parcel or products are damaged, contact us promptly at:

contact@holywatersupply.com

Include:

Your full name
Order number
Description of the damage
Photographs of the external parcel
Photographs of the internal packaging
Photographs of the damaged product
Photograph of the shipping label

Keep the parcel, products and all packaging until we have completed our investigation.

Depending on the circumstances and your legal rights, we may provide a replacement, refund or another appropriate remedy.

17. Missing items or incorrect orders

An item is missing
You received the wrong product
The quantity is incorrect
The parcel appears to have been opened or interfered with

Do not dispose of the packaging before contacting us.

We may request photographs or other information to verify the issue.

18. Lost parcels

A shipment is not considered lost solely because tracking has stopped updating temporarily.

If your order has not arrived within the expected delivery period, contact us at contact@holywatersupply.com.

We may need to open an investigation with the carrier.

A replacement or refund may be provided after:

The carrier confirms the parcel is lost
The carrier investigation has concluded
Sufficient time has passed under the carrier’s lost-parcel procedure
We have verified the delivery address and order details

Your statutory rights remain unaffected.

19. Split shipments

An order may be sent in more than one parcel where:

Products are stored at different fulfilment locations
Products become available at different times
Separate packaging is required
Carrier or destination requirements make this necessary

Where an order is split, you may receive more than one dispatch notification or tracking number.

You will not be charged additional shipping fees solely because we divide an order into multiple shipments unless agreed with you in advance.

20. Order modifications and cancellations

We cannot guarantee changes after:

Payment has cleared
Processing has begun
A shipping label has been created
The order has been handed to the carrier

Orders that have already been dispatched must be handled under our Returns and Refund Policy.

21. Packaging

Orders are packaged to support secure transit and product integrity.

Packaging may vary based on:

Product type
Quantity
Destination
Carrier requirements
Seasonal conditions
Available packaging materials

Customers are responsible for following any storage or handling instructions after delivery.

22. Failed delivery caused by customer action

We are not responsible for delivery failure caused by:

An incorrect address
Refusal to accept the parcel
Failure to collect the parcel
Failure to respond to the carrier
Unauthorised address redirection

Where a parcel is returned, any refund will be handled under our Returns and Refund Policy.

23. Business orders

For business-to-business orders, delivery and risk may also be governed by a separate written quotation, invoice, purchase order or supply agreement.

Where a separate written agreement conflicts with this policy, the expressly agreed written terms will apply to the extent permitted by law.

24. Relationship with our other policies

This Shipping Policy should be read together with our:

Terms of Service
Returns and Refund Policy
Privacy Policy
Research-use notice

Nothing in this policy limits statutory rights that cannot legally be excluded.

25. Contact us

For shipping questions, contact:

SYNCLAB LTD
Trading as Holy Water Supply Co.
Company number: 17213434
128 City Road
London
United Kingdom
EC1V 2NX

Email: contact@holywatersupply.com
Telephone: +6285190422874