UK MAINLAND DELIVERY TIMES
Orders are typically picked, processed and dispatched within 5 working days, via Royal Mail 48 Hour Standard Delivery or equivalent.
Allow up to 7 working days for your order to arrive. If additional items have been ordered, these may arrive in separate packages.
UK Standard delivery is £4.95, free on orders over £65
If you need bulk orders they will have a longer lead time. Please allow approximately 7-10 working days (excluding weekends and public holidays) for delivery from date of despatch .
If you have not received your item within 6 working days of your order marked as despatched, please notify us as soon as possible.
Delays
Delays are usually caused by the postal service, please allow for a few extra days, the packages arrive safely.
Peak holiday seasons
During peak holiday seasons, pandemics, or severe inclement weather, delivery within the UK should be expected within 15 business days (note that ‘business days’ excludes weekends and holidays). We’ll provide a link in your confirmation email so you can easily check the status of your order at any time.
INTERNATIONAL DELIVERIES
We ship mainly within the U.K. but we can also provide worldwide delivery to many destinations. Deliveries outside the U.K. may be subject to additional import duties depending on the value of the order and the destination country laws. Please check with your local taxation authority before placing orders. We are not responsible for duties charged in the receiving country.
- Delivery Times -
Orders sent via International postage can take between 14-28 working days to arrive.
Orders sent via International Express mail are estimated to take 5-10 days, however due to customs checks in the destination country, delivery times may be considerably longer. We have no control over delays of this nature, however please contact us if your item does not arrive within 30 days.
LOST & DAMAGED PACKAGES
If your item was lost or damaged in transit we will try our best to sort this out for you. We will need to form a claim with the postage company.
- First Class Post: you can claim 11 working days after it was posted.
- Second Class Post: you can claim 14 working days after it was posted
- Special Delivery: you can claim 5 working days after it was due to arrive
Unfortunately until the period listed above has passed we cannot reship orders unless we know for certain that they are lost, stolen or damaged.
If there are issues with your delivery address this can delay packages even longer so please make sure all delivery details are clear. Please check the tracking on your package.
If your order status shows "Delivered" and you did not receive the item, please follow up with the carrier listed on your order status page. www.customisably.com is not responsible for lost or stolen packages that have been confirmed as delivered.
• What happens if my order is 'refused' or 'returned to sender'?
Orders that are 'Refused' or 'Returned to Sender' will be processed as a return and are not re-shipped. These include orders that could not be delivered due to incorrect address information entered during the ordering process.
These types of returned orders are NOT eligible for a refund for cost of goods (shipping is not refundable) if the item was personalised. If you need the item resent you will need to pay additional postage charges.
ADDITIONAL DELIVERY DETAILS
Delays are occasionally inevitable due to unforeseen factors. www.customisably.com is under no liability for any delay or failure to deliver within estimated timescales once the item has been handed off to the postal services. If a delivery attempt has been made and a card has been left you must contact the courier directly.
RETURNS/REPLACEMENTS/CANCELLATIONS
You reserve the right to cancel your order for any item purchased on the www.customisably.com web site (except personalised items which are non refundable) for a full refund after receipt of the item.
In the case of Customised items, engraved items, items which have been ordered in specially at your request, and Limited Edition items, these items are non-refundable and a replacement will be offered if faulty. If you wish to return your items for a full refund please inform us through the ‘Contact Us’ page. Please make sure you state your order number in the email. All items must be returned in their original packaging in an unused state otherwise we are unable to refund the order and it will be returned back to you. You are responsible for the return delivery costs. www.customisably.com has the right to deduct delivery charges from any refund should we deem necessary. Read our full refund policy here.