All orders, (whether UK or international) will be shipped via a signed for (and therefore trackable) delivery service. Within the UK this is likely to be via Royal Mail Tracked 24/48 or 'Special Delivery' services. For international orders, the Royal Mail "Tracked & Signed" service will be used, and on occasion, a courier such as UPS, if your order exceeds 2KG in weight.
Orders are generally shipped within 7-10 days from the date of confirming your design proof (and once payment has been received). We will contact you via email to advise you once your order is ready, and again with the tracking information when it is on its way to you. We can occasionally accommodate a small number of "rush orders", so if you require your order to reach you faster than our standard turnaround, please contact us before placing your order to see if we can squeeze you in!
Once shipped, UK orders will usually arrive with you within 1 - 3 working days, and international orders within 5 - 14 days. We are able to offer faster international shipping options, but this is at an additional cost. Please contact us before placing your order, if this is something you would like to take advantage of.
Shipping costs vary according to your location, and the size/weight of your order. By adding the items that you are interested in, to your shopping cart, you can calculate what these shipping costs are likely to be.
If you are trying to make a purchase from a location that we are not currently shipping to (and receive an error message when attempting to place an order), please contact us and we will add your location to our shipping list, to enable you to place your order.
PLEASE NOTE - CUSTOMS FEES
Customs fees may apply to goods imported into certain countries from the UK. These charges are only relevant to international orders and do not apply to domestic purchases.
As the buyer, you are responsible for any additional costs such as customs duties, taxes (including VAT where applicable), and customs clearance fees. These fees are usually charged once the package reaches your country.
Customs charges vary depending on:
• The price and type of item
• The package weight and dimensions
• The country of origin
• The import laws, duties, and taxes of the destination country
Please note that I am unable to predict or estimate what these fees may be before shipping, as each country has its own regulations and thresholds for imports.
For the most accurate and up-to-date information, please contact your local customs office directly.
Faults, Damage & Quality Issues
All items are made to order and carefully checked prior to dispatch. However, in the unlikely event that your item arrives with a fault, defect, or quality issue, please contact us as soon as possible with details and photographs where applicable.
Where a fault is confirmed, we will arrange a repair or replacement at no cost to you. This is the primary resolution offered, and we will always aim to resolve any issues promptly and within a reasonable timeframe.
As all items are personalised and made to order, refunds are not offered where a suitable repair or replacement has been provided.
We will always work with you to ensure a fair and timely resolution.
Damage in Transit
Please inspect your order as soon as it arrives. In the unlikely event of any damage in transit, this must be reported within 48 hours of delivery, along with clear photos of the outer packaging, internal packaging, and the item(s).
All original packaging and the item(s) must be retained until the matter is resolved, as this may be required for inspection by the courier. Unfortunately, we may not be able to pursue claims for damage reported without sufficient evidence or where packaging has not been retained. Failure to retain the original packaging may affect our ability to investigate or resolve the issue.
