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Shipping policy

Every order is personalised and made to order by us in Chester. Please allow 2–3 working days for us to make your order before it's dispatched.

SHIPPING:

  • Orders are shipped Monday to Friday, excluding weekends and UK public holidays.
  • Processing time is approx 2–3 working days. However, our despatch times may change throughout the year due to workload. Please allow extra time due to seasonal delays. Processing time does not include shipping transit time.
  • Please ensure you check your delivery address. If an item is returned to us as undeliverable, not collected or with an incorrect address and you want it re-shipped, you are required to pay the postage for us to reship.
  • If an order is sent to an address that was entered incorrectly or is an old, out-of-date address, we will not be held liable for the recovery of the package. Address details are the responsibility of the buyer. If the item cannot be recovered, no refund will be issued.

UK orders:

  • We have a choice of shipping methods available at checkout, please select according to the level of urgency.
  • Delivery delays may occur during seasonal peak volumes, bank holidays, strike action and where delivery is affected by weather.
  • We do not allow collections.
  • VAT where applicable will be charged on shipping depending on shipping method.
  • We reserve the right to change your order to a different shipper depending on weight, location, value and delivery time.

International Orders:

  • If you cannot get a shipping cost at checkout, please contact us, as it may be that we don't ship to your country yet or the order will need a separate shipping quotation, but we can advise.
  • For any orders shipped outside the UK we send by Royal Mail Tracked/Tracked and Signed/International Signed For, depending on which service is available to your country. We will let you know the postal reference number when the item is despatched.
  • Duties-paid countries: for some countries, we ship with import VAT and duty already paid (Delivery Duty Paid). If this applies to your country, it will be shown at checkout, and the price you pay includes VAT and any import charges, so there is nothing further to pay on delivery.
  • All other countries: our shipping charge does not include any allocation for import, customs or tax charges (local state tax, VAT etc). These orders are shipped with VAT/duty charges UNPAID. It is the buyer's responsibility to be aware of any potential charges when placing their order. We will not pay or refund any import/customs charges that fall due on entry to your country.
  • We cannot be held responsible for delays in processing through customs backlogs.
  • Any international returns: please ensure you mark them as no commercial value, as if we are charged any duty for your return, this will be deducted from your refund. (Please check with your shipper which option to select so we are not charged duty on a return.)
  • If your order has to clear customs on arrival into your country, you MUST allow time for your government to process this. This can vary by country, city of entry, time of year, national holidays etc. We therefore CANNOT provide a guaranteed delivery date. If you need your item by a particular date, please order in plenty of time.
  • Any international orders that come back to us as returned to sender (for example not collected from the post office, incorrect address, no answer etc) will be refunded for the value of the goods on return of the package, but not the outbound shipping cost. We will NOT refund bespoke orders (goods or shipping) if they come back to us. Forced returns are against our terms of service. If you still require the item, outbound shipping will be paid by the buyer.

General Information: 

  • You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. You must obtain a certificate of posting for your records for any returns. Should your return not reach us, we will require a copy of the proof of posting. Failure to do so will mean we will not be able to process your return.
  • If damage is made when returning the goods back to us, then it is your right to seek compensation from your carrier.
  • If you need to return an item due to an error made by ourselves, we will refund you the cost of the postage incurred by yourself to return the goods in. We will agree with yourself the most suitable method of shipment prior to you returning.
  • We aim for our orders to be delivered within indicative timescales quoted by the shipping provider. We will do our best to deliver the goods on time but we are unable to accept any liability to you if any delay arises from any postal service or delivery company. Because we rely on third parties to deliver your order, we cannot be held responsible for their reliability and accuracy
  • If products are returned to us as undeliverable/not called for/incorrect address/refused they may be subject to an additional charge of £4.95 including VAT before being re-shipped. Alternatively, we may refund you the cost of your initial purchase if you choose to cancel the contract – personalised items are exempt from this as they are non-refundable.
  • You will be provided with full tracking reference where applicable.
  • Claims for missing or damaged packages can only be submitted 15 working days after despatch for UK orders and normally take around 3–5 weeks to be settled. Claims for European orders can only be submitted after 45 days, and international claims can take up to 90 days to be settled. We do not accept claims for missing packages after 60 days.