Shipping policy

Every order is prepared by our small family business in Hull, UK. Here is how we get your gift from our workshop to your door.

When we dispatch your order

We dispatch on the same working day where possible, and no later than the next working day after receiving your payment and complete personalisation details. If your design needs approval, this timing starts once you approve it. Working days for order preparation are Monday to Friday, excluding UK bank holidays. Any planned closure or different processing time will be clearly shown before you order.

Dispatch means handing your parcel to the carrier. It does not mean delivery to your address the next day. We send a dispatch confirmation to the email address supplied with your order.

Free standard UK delivery

We offer free standard UK delivery. Most smaller orders travel by Royal Mail 2nd Class, without full tracking. Please allow approximately 2–4 working days after dispatch as a guide; this is an estimate, not a guaranteed arrival date. Larger parcels are sent with Evri, and their delivery estimate is provided with the selected service or dispatch information.

For standard Royal Mail services, a reference may provide delivery confirmation where available, but it does not show your parcel’s journey. An absence of tracking updates does not by itself mean that a parcel has been lost.

Delivery upgrades and gifts needed for a date

You can choose and pay for an available delivery upgrade at checkout. The services, charges and estimates offered depend on your order and destination. These may include faster Royal Mail services, Tracked 24, Tracked 48 or Special Delivery where available. A faster postal service does not remove the time needed to make your gift.

Tracked 24 and Tracked 48 have delivery aims rather than guaranteed arrival dates. Any guaranteed service is subject to the carrier’s stated conditions, acceptance time and postcode coverage. If your gift is needed for a particular date, contact us before ordering so we can check whether we can agree to that deadline.

Weekends, bank holidays and delays

Carrier delivery days can differ from our workshop working days. Some services deliver at weekends. Bank holidays, busy periods, severe weather and local disruption can affect delivery estimates. If we become aware of a problem with your order, we will let you know and help resolve it.

Delivery addresses

Please check your name, address and postcode carefully. Contact us immediately if you notice an error; we can correct it before dispatch. Each order is sent to one address, so please place separate orders for gifts going to different addresses.

If a parcel is returned because the address supplied was incorrect or it was not collected, we will contact you about the next steps. We may ask you to cover an agreed, reasonable redelivery cost where the return was not caused by us or the carrier. This does not remove any cancellation or refund rights you have by law.

International and EU delivery

We ship outside the UK only to destinations available at checkout. Free UK delivery does not apply to international orders. The available service and delivery charge are shown before payment. Customs clearance can affect arrival times.

For deliveries outside the UK, import VAT, customs duties or carrier clearance fees may be payable unless the checkout expressly states that they have been collected or are included. Please check the checkout information and the rules for your destination before ordering. We do not charge you twice for taxes already collected by us.

Late, missing or damaged deliveries

If your parcel has not arrived within the estimated window, email creativemamagiftshop@gmail.com with your order number. Check any delivery notification or missed-delivery card, but contact us if you still cannot find it. We will investigate with the carrier and arrange the appropriate replacement or refund.

We are responsible for delivery by the carriers we arrange until you, or someone you nominate, receives the goods. You do not need to purchase tracking or insurance to keep your consumer rights. Our handling of your claim is not dependent on the carrier first paying us compensation.

Unless a different delivery period is agreed, delivery must take place without undue delay and within 30 days of the contract. If an agreed deadline is missed, you may be entitled to set an appropriate additional period and cancel if delivery still does not take place. You may cancel immediately where the law allows, including where we refuse delivery or miss an essential deadline agreed with you.

If an item arrives damaged, please contact us and, where possible, send photos of the item and packaging. This helps us resolve the problem; it does not create a shorter deadline for exercising your legal rights.