Shipping policy

Aimgain UK – aimgain.uk
A trading name of TORQEN Ltd
Version 1.0 · Last updated: 23 June 2026

This shipping policy explains how we handle dispatch, delivery, collection, lead times and delivery problems for orders placed on aimgain.uk. It forms part of our Terms of service.

1. Dispatch and delivery overview

Because Aimgain products are made to order, we do not dispatch from UK stock. We place your order into production in Japan, and dispatch to you once the finished goods arrive in the UK and clear customs. Any delivery date or time we give is an estimate, not a guaranteed date.

2. Made-to-order lead times

2.1 How the timeline works

We do not hold Aimgain parts in UK stock. Each item is manufactured to order in Japan, then shipped to the UK by sea. Manufacturing typically takes 8 to 12 weeks. Sea freight typically adds a further 6 to 8 weeks. Total lead time is typically 14 to 20 weeks from the date your order enters production.

2.2 Estimates only

These are estimates and lead times can vary depending on production schedules, global shipping route delays and other uncontrollable factors. You can contact us for updates whenever you would like.

2.3 When your order becomes a committed made-to-order item

When you place your order and we confirm it into production in Japan, it becomes a made-to-order item made to your specification. From that point it is non-refundable and cannot be cancelled for change of mind, under Regulation 28 of the Consumer Contracts Regulations 2013. Before we commit your order to production, you may still cancel for a full refund. We will tell you when your order is being committed to production. This does not affect your rights if the goods arrive faulty, damaged or not as described, which are set out in our Terms of service and Refund policy.

3. Shipping costs

3.1 Delivery to the Scottish Highlands, Northern Ireland (BT postcodes), the Channel Islands, the Isle of Man and other remote areas may cost more than the standard UK rate. Contact us for a quote before ordering if you are in one of these areas.

3.2 Shipping costs are confirmed at checkout or by quotation. For a delivered order that you later return, we refund outbound shipping only where the return is due to a fault, damage or an error on our part.

4. Shipping methods and carriers

Finished goods travel from Japan to the UK by sea freight. For UK and onward delivery we use carriers including UPS, DHL, FedEx, DPD, EVRi, Royal Mail and specialist freight carriers for large items.

4.1 Large or heavy items

Aimgain body kits, aero components and panels are often large and are sent by specialist freight carriers. You may need to provide access and help unload. Kerbside delivery is standard for freight consignments. If the carrier cannot deliver safely because of access problems, delivery may fail and extra charges may apply.

5. Delivery addresses and your responsibilities

5.1 Address accuracy

You must give a complete and accurate delivery address and contact details. If a parcel is delayed or returned because the details were wrong, you may have to pay extra delivery or return costs. Because these orders take months to arrive, please tell us promptly if your address changes while your order is in production or transit.

5.2 Receiving the parcel

Someone may need to be available to accept delivery. If nobody is available, the carrier may attempt redelivery, leave the parcel in a nominated safe place, deliver to a neighbour, or take it to a local depot, depending on the carrier's options and any instructions you give them.

6. International shipping (delivery outside the UK)

6.1 Import VAT, duty and clearance fees

If your delivery address is outside the UK, your checkout total does not include import VAT, customs duty, clearance fees or local taxes. You pay these to the courier or your customs authority before delivery.

6.2 Customs delays

Customs processing can delay delivery. These delays sit outside our control and do not count towards our delivery estimates.

6.3 Non-payment of import charges

If you do not pay import charges and the parcel is held, refused, abandoned, disposed of or returned, you remain responsible for outward shipping, return shipping if returned, storage, disposal or administration charges, and any loss in value caused by customs handling or opened packaging. Any refund reflects what we recover from the carrier, minus these costs. This mirrors clauses 2.10 and 2.11 of our Terms of service.

7. Click-and-collect (collection in person)

Collection is available by prior arrangement only. Confirm your collection with us first by WhatsApp, email or phone. We will tell you when your order has arrived in the UK and is ready. Do not travel to collect until you receive written confirmation that your order is ready.

7.1 ID checks

We may ask for proof of identity and proof of purchase before we hand over goods. We only release goods to the person who placed the order, unless you have told us in advance that someone else will collect.

8. Tracking and delivery updates

Because your order is made to order and shipped by sea, tracking is not available for most of the lead time. We will keep you updated on production and shipping progress, and provide carrier tracking once the goods are in the UK and booked for final delivery. You can contact us for an update at any point.

9. Delays and events outside our control

We are not responsible for delays caused by events outside our reasonable control, such as manufacturing delays in Japan, sea freight and port delays, courier network disruption, customs delays, industrial action, severe weather, fire, flood or pandemic. If a material delay happens, we will contact you with an update where practical. Your rights under section 28 of the Consumer Rights Act 2015 are not affected.

10. Delivery problems, damage and missing items

10.1 Check your parcel on arrival

Inspect your goods promptly on delivery. Photographs of the packaging and any damage help us resolve problems quickly. Because these are made-to-order imported items, prompt reporting of any transit damage is especially important so we can raise it with the freight carrier.

10.2 Reporting timeframes

Please tell us within a reasonable period, and in any event within 30 days, if goods arrive damaged, are missing items, or are not what you ordered. For non-delivery, tell us within a reasonable period, and in any event within 30 days of the expected delivery date. These timeframes help us investigate with carriers. They do not reduce your statutory rights under the Consumer Rights Act 2015, which are set out in our Terms of service.

10.3 What we may need from you

• Photos of the outer box and labels
• Photos of the internal packaging and the damage
• A description of the issue, and confirmation of what is missing
• Carrier paperwork, if you were given any

10.4 Claim outcomes

After we investigate, we may offer a replacement, refund or other remedy as appropriate. A replacement for a made-to-order item will itself be subject to the manufacturing and shipping lead times in section 2. Where the carrier runs its own investigation, we may need its outcome before we finalise the remedy. This does not delay or reduce any statutory remedy you are entitled to.

11. Questions before ordering

Given the lead times involved, we encourage you to contact us before ordering to confirm current production estimates and shipping for your area.