Shipping policy

Standard Postage Options - Dispatch Times

As a small business we generally ship twice a week, so dispatch times normally range from 0-3 days depending on the products ordered and when in our schedule the order is placed.

Any "made to order products" such as custom sized baffles, or products with custom text, may potentially miss the next shipment and falling into the following shipment (up to 6 days dispatch).
As we ship all products within the same parcel, the additional processing time will apply to the full order.

Shipping Time

Royal Mail's shipping policy does not guarantee specific time frames. For example, tracked 24 may take multiple days without recourse for the additional delay. As a result, we are unable to offer any compensation should shipments be delayed, as this is entirely outside of our control. Shipping estimates should be used as a guide only.

Premium Fast Track Express Service (UK Only)
When you need it by the weekend!

We offer an expedited dispatch service as an option for customers where our usual dispatch schedule may not be fast enough.

This is charged at a premium to cover time and expense required for a dedicated trip to the post office, as booking collections from our premises are often not possible within this time frame.

This service can accommodate custom sized baffles, but due to time constraints can unfortunately not currently offer this service for any custom printed products.

Cut-Offs & Estimated Arrival for our premium shipping option only

Order Placed (Up to 23:59)	Dispatch (Guaranteed)	Delivery (Estimated)
Monday	Tuesday	Wednesday
Tuesday	Wednesday	Thursday
Wednesday	Thursday	Friday
Thursday	Friday	Saturday
Friday-Sunday	Monday	Tuesday

Guaranteed Next Day Dispatch
In the unlikely event we are unable to dispatch in accordance with this schedule, we will contact you asap and either entirely refund the shipping cost and ship the order ASAP, or cancel and refund the order entirely should you prefer.

24 Hour Postage
As we are unable to guarantee time frames once the package has been handed to the courier, we are unfortunately unable to offer any compensation for postage delays.
However, around 95% of packages are delivered on schedule.

Customs and Import Fees (International Only)

Due to the huge variation in local import rules, such as duties, local VAT rates, low order value exemptions etc it is almost impossible for us to monitor and advise on each countries exact import fees, we always recommend researching these yourself.

Postal Deliveries Duties Paid (PDDP) (Limited Countries Only)
For some countries we are able to offer a"Postal Deliveries Duties Paid (PDDP)" service which should cover all tax and import duties and is included in the total price of shipping, and is prepaid by ourselves when shipping is booked.

If available, this service will be explicitly stated as a shipping option during checkout.

Due to the frequent changes in local import fee policy and the services our shipping provider offers we reserve the right to cancel any orders where this fee has been calculated incorrectly
We will always contact the customer in the first instance should any issues arise.

Although we have yet to receive any reports that additional charges have been requested for any shipments sent via "PDDP", we are unable to guarantee, take responsibility or offer any refunds for additional charges from your local althority,
Unless this is due to a mistake on our part.
However, we need to know if this is the case so we can amend our advise accordingly.

All other Shipments
All other shipments will be sent without any Import or duty fees prepaid.

This should also be stated within the shipping option

If fees are applicable you will then be sent a demand from your local customs office for any charges required before the package is then delivered.
This part of the process is directly between your local customs and yourself, as a result we are unable to act on your behalf and any information or clarification requested by us is always directly refused.

Should these fees not be paid and the package is returned, once we receive the package back we will issue a refund for the items (Excluding any shipping fees as we are unable to claim these back for refused shipments)

Lost Packages (Domestic and International)

Should a package be heavily delayed or lost once handed to the courier, they often require 14 days after expected delivery for the package to be officially marked at "lost". Because of this we are not able raise a claim until this threshold has been passed. Queries sent to royal mail for updates are almost always responded to with "wait until the 14 days have elapsed".

We pride ourselves on our customer service and actively try to resolve any shipping issues on your behalf to ensure the products you order are received ASAP. However, we are unfortunately at the behest of the shipping provider in many regards.

Our Claims Process (Domestic & International)

After 7 days past expected delivery
Let us know, we will investigate and check all the details for the order and tracking (if applicable) to ensure all the details are correct.

Option 1 - Duplicate Order & Refund Once Claim is Resolved
Should you request urgent resolution to the matter we usually recommend a duplicate order, with the original order then being fully refunded (inc. postage) once we are able to confirm the claim for the original lost package has been accepted.
(14 days to raise claim + often another 2 weeks for the claim to be accepted.)
Should the original package arrive in the meantime, we will provide a return label for the original package and issue a full refund for the original order once the returned items are received (excluding shipping for international customers).

To proceed with this option, please contact us through our contact form before placing a duplicate order and we will discuss the process in more detail.

Option 2 - Await Claim Resolution and Re-Shipment
Once we are able to confirm the package is lost in accordance with Royal Mail's policy we will ship a replacement order.

Option 3 - Await Claim Resolution and Refund
As with option 2, but refund instead of re-ship.