Delivery policy

Date of last update: 28th April 2019

1. Introduction

1.1 In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.

1.2 This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.

2. Free delivery

2.1 We offer free delivery to all mainland UK addresses for certain selected products only.

2.2 All other orders will be subject to delivery charges as detailed in Section 6.

3. Geographical limitations

3.1 We will usually be able to deliver to the United Kingdom and to all countries and territories that are covered by the Royal Mail services:

(a) UK Standard Letter Post.

(b) International Standard.

(c) International Tracked & Signed.

3.2 With prior written agreement, we may from time to time agree to deliver products to other countries and territories.

4. Manufacturing and personalisation

4.1 Most of our products are individually manufactured and/or personalised by ourselves to your specific order requirements.

4.2 Manufacturing and/or personalisation will typically start the first working day after the date of your order.

4.3 Dispatch of your products will typically take place on the second working day after the date of your order.

4.4 During our busy seasonal periods (e.g. Christmas) we work additional hours to cope with the extra orders received and strive to maintain the timescales set out in 4.2 and 4.3 above. However, should we determine that we are unable to dispatch your products within 5 working days after the date of your order we will notify you and give you the option of cancelling your order and receiving a full refund. 

5. Delivery methods and periods

5.1 After manufacturing and personalisation in accordance with Section 4, the additional timescales for delivery are then as follows:

(a) if your delivery address is on the United Kingdom mainland and you select Royal Mail First Class Post or First Class Parcel, the typical period for delivery of products from dispatch is 1-2 working days.

(b) if your delivery address is on the United Kingdom mainland and you select Royal Mail Second Class Post or Second Class Parcel, the typical period for delivery of products from dispatch is 2-3 working days.

(c) if your delivery address is on the United Kingdom mainland and you select Hermes Tracked & Signed, the typical period for delivery of products from dispatch is 3-4 working days.

(d) if your delivery address is on the United Kingdom mainland and you select DPD Tracked & Signed, the typical period for delivery of products from dispatch is 1-2 working days.

(e) if your delivery address is as defined by the Royal Mail as Europe and you select Royal Mail International Standard, the typical period for delivery of products from dispatch is 4-6 working days.

(f) if your delivery address is as defined by the Royal Mail as Europe and you select Royal Mail International Tracked & Signed, the typical period for delivery of products is 3-6 working days.

(g) if your delivery address is as defined by the Royal Mail as World Zone 1 or World Zone 2 and you select Royal Mail International Standard, the typical period for delivery of products is 7-8 working days.

(h) if your delivery address is as defined by the Royal Mail as World Zone 1 or World Zone 2 and you select Royal Mail International Tracked & Signed, the typical period for delivery of products is 6-8 working days.

5.2 The delivery periods set out in this section are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

6. Delivery charges

6.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

6.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

7. Delivery tracking

7.1 Delivery tracking is available in respect of orders for our products where the delivery method selected clearly states “Tracked & Signed”.

7.2 To track your delivery, follow the link provided in your order dispatch confirmation email.

8. Receipt and signature

8.1 “Tracked & Signed” deliveries must be received in person at the delivery address, and a signature must be provided.

9. Additional deliveries or collection

9.1 If your products can’t be delivered, the delivery service provider will leave a card at your address, with instructions on how you may collect your products or if applicable rearrange the delivery of your products, including any time limits.

10. Delivery problems

10.1 If you experience any problems with a delivery, please contact us using the contact details that are published on our website.

10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

10.3 Failed delivery will be deemed your fault where: 

(a) you provided the wrong address for delivery;

(b) there is a mistake in the address for delivery that was provided;

(c) the address for delivery is not reasonably accessible;

(d) the address for delivery cannot safely be accessed;

(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery;

(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature;

(g) this is not an exhaustive list and whether failed delivery is deemed your fault will be at our sole discretion.