Shipping and Returns
Delivery
Every Adorno&crafts piece is packed by hand in York, UK and sent via Royal Mail with tracking.
Processing times
Every piece is made to order, usually ready to post within 2–3 working days of your order. During busy periods like Christmas, this may extend to 4–5 working days.
Custom or personalised orders have a separate timeline confirmed before purchase (typically 2–4 weeks).
UK delivery
Once posted:
- UK Standard (Tracked 48): 2–3 working days
- UK Express (Tracked 24): next working day
Total estimated delivery from order:
- Standard: 5–7 working days (7–9 at Christmas)
- Express: 3–4 working days (5–6 at Christmas)
Free UK delivery on orders over £35 (Standard only). Express delivery is £5.99 on all orders.
These are our best estimates — I'll always keep you posted if anything changes.
International delivery
International orders are sent via Royal Mail International Tracked.
- Europe: usually 7–14 working days from posting
- Rest of World (including US): usually 7–14 working days from posting
Total estimated delivery from order: 9–17 working days (including 2–3 working days processing time).
International orders may be subject to import duties or taxes in the destination country. These charges are set by your country's customs authority and are not included in your order total. I always declare the full value and origin of every parcel.
United States
US import rules changed on 29 August 2025. Under current rules, all UK-origin deliveries to the US may be charged import duties before delivery — typically around 10% of the order value for UK-made goods. These charges are set by US Customs, not by me, and are collected before delivery.
European Union
EU orders may be subject to import duties depending on your country's threshold. At our price range this is unlikely, but any charges are set by your local customs authority.
Lost or missing parcels
Every order is sent with tracking, so we can both follow its journey. If your tracking shows no updates or your parcel hasn't arrived within the expected delivery window, please get in touch. I'll check the tracking on my end first — sometimes parcels are held at a local depot or delayed in customs. If it's genuinely lost, I'll raise a claim with Royal Mail once their investigation window allows (this is usually a few weeks from posting). Once the claim is resolved, I'll send a replacement or offer a full refund — whichever you'd prefer.
Refused or unclaimed parcels
If a parcel is refused or not collected and returned:
- original delivery charges are non-refundable
- any return fees or duty charges billed to us may be deducted from the refund
Incorrect address details
Please check your delivery address carefully before placing your order. If an order is returned due to an incorrect address, re-delivery costs are payable by the buyer.
Delays outside our control
Delivery can be delayed by customs checks, weather, peak periods, and postal disruption. We cannot refund delivery charges for delays caused by carriers or customs authorities.
Returns
Because each Adorno&crafts piece is handmade, return handling differs slightly between standard pieces and custom or personalised work.
Standard (non-custom) pieces
If you bought a non-custom piece online, you can request a return within 14 days of delivery.
Return conditions:
- piece must be unused and in original condition
- piece must be returned with original packaging where possible
- buyer pays return postage unless the piece is faulty or not as described
After the return is received and inspected, a refund is issued to the original payment method.
Custom or personalised pieces
Custom or personalised pieces made to your specification are non-returnable once making has started, unless faulty or not as described.
If you need to change or cancel a custom order, contact me as quickly as possible before production begins.
Faulty, damaged, or incorrect pieces
If your order arrives damaged, faulty, or incorrect:
- contact me within 14 days of delivery
- include your order number and clear photos
I will offer an appropriate remedy (replacement, repair, or refund) depending on the issue.
Delivery charges and refused parcels
Original delivery charges are non-refundable unless the return is due to my error or a faulty piece.
If a parcel is refused or unclaimed and returned to me, any return fees charged to me may be deducted from the refund.
How to start a return
Use the Contact page and include:
- your order number
- piece name
- reason for return
- photos if the piece is damaged or faulty
Return instructions are then provided by email.
Contact
If you need help with delivery, tracking, or returns, please use the Contact page and include your order number.