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Shipping and returns policy

I ship both domestically and also internationally to many countries. If your country is not listed at checkout and you would like to make a purchase please contact me for further information. 

I use the Royal Mail tracked postal service and the final postage cost is calculated at checkout based on the size / weight of the parcel. All parcels are fully insured. A tracking number is provided once your parcel has been posted. The following gives an indication of estimated delivery times and range of postal charges. 

Domestic

A flat rate of £3 is charged for domestic parcels. The Tracked 48 service is used (tracked to delivery point) and Royal Mail aim to deliver within 2-3 days. 

Europe

Charges will usually be between £10 and £23 (dependent on size and weight of parcel). The Tracked service is used (tracked to delivery point) and Royal Mail state that the delivery aim is within one week. 

Rest of World

Charges will usually be between £10 and £28 (dependent on size and weight of parcel). The Tracked service is used (tracked to delivery point) and Royal Mail state that the delivery aim is within one week. 

Delivery times quoted above are based on the Royal Mail estimated delivery times and actual delivery times may vary. International parcels can be subject to longer delays due to customs clearances etc. Please allow up to 45 business days for international delivery. If your parcel has not arrived within this time frame please contact me and I will help to resolve the issue. 

 

Customs and other charges such as VAT

The buyer is responsible for meeting all customs charges and any other taxes charged by individual countries.

This includes orders to the EU. From 1st July 2021 EU customers may experience additional charges (import duties, VAT and handling charges) when placing orders from the UK. Individual countries set their own rates and therefore you should be aware of your own country's rates at the time of placing your order. At the current time there is no workable solution that allows for small businesses to collect these charges ourselves. Therefore these charges are the responsibility of the customer. 

Once a workable solution to this becomes available I will implement changes.

If a parcel is returned to Eldenwood Craft uncollected I will refund the value of the goods, less any costs incurred as a result of the parcel being returned.

Eldenwood Craft is not currently VAT registered.

General points 

Where your order contains a combination of ready to ship and made to order items, your order will be shipped once the last made to order item is complete. If you require your ready to ship items sooner please contact me quoting your order number and I can arrange for an invoice to be sent to cover the extra shipping costs. 

Please also note that there may be delays due to unexpected events such as global pandemics, strikes, cyber incidents and at busy times such as Christmas. 

Please ensure you provide accurate delivery details when placing your order. Any failure to deliver your order due to inaccurate information provided will be the responsibility of the buyer and the order will not be refundable.

Returns policy

It's really important to me that you are happy with your order. If you are not completely satisfied with your purchase, please contact me within 7 days of receiving your order and I will work with you to resolve your concerns. In the event that we agree that your order should be returned to Eldenwood Craft, your product must be unused and in its original condition. Unless an error was made with your order, it is the buyer's responsibility to cover the cost of return postage. The items remain the responsibility of the buyer until they reach me and I therefore strongly advise that you obtain proof of postage. I am not responsible for any returned items going missing in transit.

Sale items are non returnable, all sales on discounted items are final.

Custom made items are not refundable unless they are faulty in which case the above terms apply.