Shipping policy

Shipping, Delivery & Customs Policy

We hope you’ll find placing an order with us easy and straightforward. You can create an account to track your order, or checkout as a guest. Payments can be made using all major credit cards or PayPal. We do not store any payment or card details on our systems.

All orders are carefully hand-packed and checked. Most orders are dispatched within 2–3 working days of receiving payment (custom felt cuts and die-cut shapes may take up to 5 working days). You’ll receive an email to let you know when your order is on its way.

Unfortunately, we’re unable to add items to orders once they have been placed.

UK Orders

We offer simple flat-rate delivery for UK customers:

2nd Class Royal Mail (approx. 2–5 working days) — £3.50
Free for orders over £80

1st Class Royal Mail (approx. 1–2 working days) — £4.50

Most felt orders fit within Royal Mail Large Letter or Small Parcel sizes.

If an order is particularly bulky or weighs over 2kg, it may be sent by courier instead. If this applies, we may contact you before dispatch.

Europe

Up to 500g — £14

501g to 1kg — £18

Rest of World (including USA, Canada, Australia etc.)

Up to 500g — £18

501g to 1kg — £24

For orders over 1kg, we will contact you before dispatch to confirm any additional postage required.

Royal Mail aims to deliver international parcels within 5–15 working days, but it can take up to 25 working days, particularly if customs clearance is required.

Customs Duties, Taxes & Import Charges (Important)

For all orders delivered outside the UK, your parcel may be subject to customs duties, import taxes, or handling fees.

These charges are set by your country’s customs authority and are not included in our product prices or shipping charges.

By placing an order, you agree that you are responsible for paying any customs duties, taxes or fees required to receive your parcel.

If customs charges are refused and the parcel is returned to us, we will refund the cost of the items once received back in good condition, but we cannot refund any shipping or return costs.

Delivery Times, Delays & Responsibility

We always obtain proof of postage. Royal Mail is a reliable service, but delivery times are estimates and delays can occur which are outside of our control.

If your parcel has not arrived as soon as expected, please allow:

  • 10 working days for UK orders
  • 30 working days for international orders

before contacting us. It’s also worth checking with neighbours and your local sorting office, as parcels are often held there without a card being left.

If you ask us to deliver to a location other than your registered shipping address (for example a neighbour, safe place, workplace or outbuilding), you accept responsibility for the parcel once it has been delivered there.

Incorrect Addresses & Uncollected Parcels

If an order is returned to us because:

  • The shipping address provided was incorrect, or
  • The parcel was not collected from the sorting office,

...we are happy to resend it, but additional postage costs will apply.

International Orders, Customs & Import Charges (Very Important)
For all orders shipped outside the UK, your parcel may be subject to:

  • Customs duties
  • Import taxes
  • Handling or clearance fees

These charges are set by your country’s customs authority and are not included in our product prices or shipping costs.

By placing an order, you agree that you are fully responsible for paying any customs duties, import taxes, or handling fees required to receive your parcel.

We have no control over these charges and cannot predict what they may be.

If customs charges are refused or unpaid and the parcel is returned to us:

  • We will refund the cost of the items once received back in good condition
  • We cannot refund any original shipping costs or return shipping/customs fees

Delays Caused by Customs or Postal Services

We cannot be held responsible for delays caused by:

  • Royal Mail
  • International postal partners
  • Customs clearance processes

These delays do not qualify for refunds.

Agreement at Checkout

By completing your purchase, you confirm that you have read and agreed to our Shipping, Delivery & Customs Policy, including responsibility for any customs or import charges.