Customer Care › Delivery
We aim to process all orders as quickly as possible. If you placed an order, it will be processed on the same day.
Each piece from our collection is created one-by-one with the use of 3D printers with a guarantee of no mass production. With a made-to-order scheme, we are able to offer highly customizable products. The manufacturing process begins only after a confirmed customer order is received. Please allow 1-4 weeks for your order to be produced before dispatch.
After you received your order confirmation, we will send you and email confirming your order has been processed and goes in production and again once it has been dispatched. Our products are shipped out of United Kingdom.
+ SHIPPING WITHIN UK
Delivery costs depend on the order value. Orders are usually delivered within 3-5 working days between 8am – 8pm via our selected courier myHermes or Royal Mail with signature on delivery, tracking and insurance. Exact shipping cost is visible at the checkout.
Once you have received your order dispatch confirmation email you will be able to track the delivery of your parcel.
+ SHIPPING OUTSIDE UK
Delivery costs depend on the order value. Overseas orders are delivered by Royal Mail International Tracked & Signed. Please allow up to 10 working days for delivery. An email confirmation will be sent with the tracking information for your package.
Exact shipping cost is visible at the checkout. Our prices do not include overseas custom duties or taxes that may incur. Customers outside of the United Kingdom may be subject to customs fees and/or import duties and taxes, which are levied once an order reaches your country. We do not cover any additional charges for customs clearance these must be paid for by you. Also, some items occasionally experience customs delays. We have no control over these charges or delays and cannot predict what they may be.
Customs policies vary widely from country to country; please contact your local customs office or tax authority for information specific to your situation. Additionally, when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
+ POLICIES AND PROCEDURES RELATING TO THE SHIPPING AND DELIVERY OF PRODUCTS
Last Updated on May 14, 2018.
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.
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.
We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process. Please provide us with correct shipping/delivery information as we will not be held responsible for incorrectly entered addresses or an address that is not recognised by our selected courier.
You will receive an email at the address you have specified when your order has been dispatched – this email contains the tracking number to track your delivery online.
At this time we are unable to ship orders to General Delivery, P.O. Boxes, Jersey, Guernsey and the Channel Islands, Gibraltar, Poste Restante. Orders made to any of these addresses will be cancelled.
Your products will be dispatched within 1-4 weeks and any estimated dispatch date is an estimate, which can change without notice. Dispatch may be delayed in accordance with Section 4.5.
We do guarantee that unless there are exceptional circumstances all deliveries of products will be dispatched within 30 days following the later of receipt of payment and the date of the order confirmation.
Within UK we will deliver your products within 3-5 working days of dispatch. Deliveries may be delayed in accordance with Section 4.5.
The delivery periods set out in this Section 4 and 5 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we are not accountable for late deliveries.
Sometimes, for reasons beyond our control we may be prevented from delivering your products as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We are not responsible where this causes a delay or failure in delivering your products.
We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
Overseas orders will be delivered within 10 working days. Deliveries may be delayed in accordance with Section 4.5.
Our prices do not include import duties or other taxes that may incur. We do not cover any additional charges for customs clearance these must be paid for by you. Customs policies vary widely from country to country; please contact your local customs office or tax authority for information specific to your situation.
Delivery tracking is available in respect of all orders for our products.
To track your delivery, enter your order Tracking Number (which is provided in your order dispatch confirmation email) into our delivery service provider’s website.
RECEIPT AND SIGNATURE
All deliveries must be received in person at the delivery address, and a signature must be provided.
If you miss the delivery person, a card will be left to give you instructions to either arrange a redelivery or to collect it from your local sorting office / delivery depot.
We will not accept responsibility for loss or damage if the delivery company is instructed to leave the products unattended.
If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
If you experience any problems with a delivery, please contact using the Contact Form that we publish on our Website or otherwise notify to you.
If you change the delivery address once the products you purchase have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery, if the carriers are able to make the change. This will delay your delivery.
If our delivery service provider is unable to deliver your products, and such failure is your fault, and/or 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.
An indicative list of the situations where a failure to deliver will be your fault is set out below:
(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; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
In the case of a parcel being signed for and a delivery confirmation being available on the courier’s website, if the customer denies receiving the package, this is called a ‘Denial of Receipt’. Under these circumstances, we must contact the courier to confirm the delivery details, who will in turn contact the customer to ask for written documentation to be completed to confirm that the parcel has not been received. These circumstances must be mediated by the delivery service and we cannot take action until it has been confirmed whether or not the parcel was received by the customer.
INSPECTION UPON DELIVERY
Please check the products on delivery – any products found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within 2 working days of delivery of the products.
We cannot refund or replace products that are tracked as being delivered.
If the products you purchase are lost or damaged please report this to us within 2 working days of delivery of the products. 11.3
We cannot refund orders or send out a replacement until the delivery is confirmed to be lost. Lost deliveries must be confirmed by the delivery service themselves, and the time periods at which products can be confirmed lost depends on the delivery service used, and are detailed as follows: 10 working days to confirm a lost parcel within UK, 21 working days to confirm a lost parcel outside UK.