Shipping and returns policy

Eldenwood Craft is a UK based company. 

I ship both domestically (UK) and also internationally to many countries. Please see below for full list of countries I currently ship to. If your country is not listed at checkout and you would like to make a purchase please contact me for further information.

Overseas countries currently shipping to:

Australia

Canada

Japan

New Zealand

Singapore

Switzerland

United States

(Other than the exceptions below, if your country is not listed and you would like to place an order please contact me).

Shipping costs and time

I send orders out typically on a Monday and a Thursday.

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

The Tracked 48 service is used (tracked to delivery point) and Royal Mail aim to deliver within 2-3 days. 

Europe

Please be advised that due to GPSR and PPWR regulations shipping is currently suspended to the European Union, the European Economic Area (Iceland, Liechtenstein and Norway) and Northern Ireland.

When shipping resumes 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. 

USA

Import duties and tariff charges are payable for orders from the UK to the US. These have been applied to your order and are included in the value of each item. Parcels will be sent with duty paid, meaning there will be nothing further to pay on arrival. Some states operate a separate sales tax and customers may still be required to pay this on receipt of your order. Please check your own state requirements to find out whether sales taxes are payable. Sales tax is not the responsibility of Eldenwood Craft. 

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 25 working 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.

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 sent and 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're happy with your order. If you change your mind, just let me know within 14 days of your order arriving, and then send it back within 14 days of contacting me. I'd ask that items come back unused and in their original condition - if this is not the case I will make a deduction.

Return postage is your responsibility, unless I've made a mistake with your order. The parcel is yours until it reaches me, so please get proof of postage.

Once your return arrives, I'll refund you within 14 days, including the standard delivery you paid when ordering. (If you chose a faster delivery option, I'll refund the standard rate.)

Made to order bags in my usual designs (ie not custom made to your specific requirements) can be returned as above. Items personalised especially for you can't be returned unless they're faulty. 

If anything arrives faulty or damaged, please get in touch straight away. I'll put it right and cover the cost of the return.