Shipping policy
All orders are processed within 1 to 3 business days, excluding weekends and public holidays, after receiving your order confirmation email.
You will receive a further notification once your order has been dispatched.
Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
International shipping charges, including any applicable import charges collected at checkout for selected destinations, will also be displayed during checkout.
UK Shipping
We ship throughout the United Kingdom using Royal Mail.
International Shipping
We ship to selected international destinations using Royal Mail International services.
International delivery times are estimates only and may vary depending on the destination country, customs processing and local postal services.
We are unable to guarantee delivery dates for international shipments, as customs processing, border checks and local postal services are outside of our control.
European Union Orders
For orders shipped to the European Union, customs procedures and import charges may vary depending on the destination country.
Our shipping charges include the new EU €3 customs fee where applicable.
Countries Where Import Charges Are Collected at Checkout
For certain EU destinations, applicable import VAT, customs duties where applicable, and customs handling fees are collected at checkout.
This currently includes orders shipped to Germany, Luxembourg and Denmark.
This means no additional import charges should be payable when your order arrives.
Other EU Countries
For other EU destinations, although the new EU €3 customs fee is included in our shipping charge where applicable, any additional import VAT, customs duties and customs handling fees may still be payable by the recipient before delivery.
Import procedures are subject to change, and we regularly review our shipping arrangements. We will update this policy if additional countries adopt new import collection requirements.
Customs Documentation
We complete all required customs declarations accurately using the information provided with your order.
Customers are responsible for ensuring that the products they order comply with any import restrictions that apply in their destination country.
Delivery Delays
While we do everything possible to ensure prompt delivery, we cannot accept responsibility for delays caused by customs clearance, carrier delays, public holidays, adverse weather, industrial action or circumstances outside of our control.
Incorrect Addresses
Please ensure your delivery address is correct before placing your order.
If an incorrect address is supplied and your parcel is returned to us, additional postage charges may apply before we can resend your order.
Lost or Damaged Parcels
If your parcel arrives damaged, please contact us within 48 hours of delivery and include photographs of the packaging and contents.
If your parcel has not arrived within:
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7 business days of receiving your shipping confirmation email for UK orders; or
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20 business days of receiving your shipping confirmation email for international orders,
please contact us at theartisanmerchants@gmail.com with your name and order number, and we will investigate your shipment.
Returns Due to Customs or Non-Delivery
If an international order is returned because delivery was refused, the parcel was not collected, the address provided was incorrect, or local import requirements were not met, we will refund the purchase price of the goods once the parcel has been returned to us.
Original shipping costs and any return postage, customs charges or fees incurred may be deducted from the refund where applicable.
Contact Us
If you have any questions about shipping or your order, please contact us at:
