Shipping Information

The Different Stages

We have broken up the process into 3 stages in order to more clearly define times for each, they are:

1. Process/Production
2. Packaging
3. Delivery

1. Processing/Production Time

This is the time taken to process and produce your order, so it will vary greatly depending on what you have ordered, from under a week to several months. We provide an estimate for each product on its respective product page, however times may vary slightly depending on our current workload.

For our masks in particular, we will also email customers with pictures of the finished mask before it is sent out, to both give customers a chance to provide feedback and confirm if they are happy for those images to be used on our social media accounts. When doing so, we will give the customer more details on when we will be shipping their order, unless they raise any objections that will require us to make changes to the mask.

2. Packing Time

This is the time taken for us to get your order ready for delivery and booked with the courier.

Please allow up to 5 business days for this. It does not typically take the full 5 days to package and ship an order, however we tend to ship out orders in batches to make things easier on us and the courier, so we occasionally keep hold of orders for a day or two so that all items that are ready around the same time can be sent out in one go.

When an order is shipped, we will always send out a confirmation email containing tracking information for that order. If you believe you have not received said confirmation email when you should have, please make sure to check your email spam folder before sending an enquiry via our contact form. Alternatively, tracking information can be found in your account’s order history after your order has been shipped.

3. Delivery Time

The majority of our orders are shipped using UPS, as we have found through our experiences that they provide the most reliable courier service for the price range we operate within.

All orders are shipped from the UK and should take between 1 - 5 business days to be delivered.

Some of the smaller products we offer are instead shipped using Royal Mail, as they fit inside large envelopes and can travel as normal post, and may take up to 7 business days to arrive.

Packaging

All our orders are sent out in either a plain brown box or plain white envelope, with no other identifying markings on the outside of either the box or envelope.

Shipping Fees

For all orders being shipped outside of the UK, there is a chance that you will be charged import fees when your order reaches the destination country. This charge is issued and determined by the courier, therefore we do not know how much it will cost in advance of your order being shipped.

For more information, please see this blog post: Shipping Fees Explained.

Insurance

You can opt to take out insurance on orders being sent with UPS, as this will cover you if any damage or other issues occur during shipping. To help with this, all UPS packages we send out will require the customer to sign for them upon being received, to ensure that parcels do not get left on people’s doorsteps. If you choose to digitally sign for the package so it can be left unattended, this will void any insurance you have paid for.

If a package does arrive damaged, please either make sure to submit a claim to UPS within 14 days, or document any issued that you find and contact us within 7 days of receiving your package if you require assistance with submitting the claim. Please keep all packaging to potentially serve as evidence, as this will help further validate a claim when it is raised with UPS.

How We Calculate Shipping

We have grouped together certain products in our system to identify what can and cannot be shipped together in a single parcel, so that when you order products from the same shipping group, they will share postage and save you money. We list the products that are eligible for combine shipping on the 'Shipping' tab of each product page.

When placing your order, the system will try to assign the products in your cart to packages, then depending on where you are, it will get the price for that area. Some product groups may have multiple package sizes configured, meaning instead of creating a new package and adding an additional lot of shipping, it might instead make a larger package to save you money.

This is only applicable up to a certain point however, as whilst large products like masks may be in the same shipping group for combined shipping to work correctly with other products, we will never be able to ship multiple masks or large items in a single box.

All items that are grouped into a single package must be ready before we ship it to you, which means you will typically need to wait for the product with the longest production time to be ready before said package is shipped, though this is hopefully balanced out by the money you save paying for fewer overall packages.

If you opt for insurance, the fee is calculated per package that the system has built up, as this is the amount we will have to pay when taking out insurance on your behalf.