Shipping policy

Shipping & Delivery

Dispatch times
I aim to dispatch all in-stock orders within 3 working days (Monday–Saturday, excluding UK bank holidays).
If you need an item urgently, please contact me and I’ll do my best to help.

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UK deliveries

UK orders are sent via Royal Mail Tracked services.
Delivery usually takes 1–4 working days from dispatch, depending on the service selected at checkout.

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International deliveries (outside the UK)

International orders are sent using Royal Mail International Tracked.
Estimated delivery time is 7–14 working days, although customs processing may occasionally cause delays.

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Customs & import charges

Buyers are responsible for any customs duties, import taxes, or VAT charged by their country on delivery.
These charges are not included at checkout.

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Undelivered or returned parcels

It is the buyer’s responsibility to ensure someone is available to receive the delivery.
If a parcel is returned to me due to failed delivery attempts or an incorrect address, the item cost will be refunded once received back in saleable condition. Original shipping costs are non-refundable.

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Delays, loss or damage

Delivery times are estimates and delays can occasionally occur.

Lost parcels
Parcels are considered lost according to Royal Mail’s timescales:

• UK: after 14 working days from the due delivery date

• International: after 25 working days from the due delivery date

Once confirmed lost, I will arrange a replacement or refund.

If your order has not arrived within the expected timeframe, please contact me at
matildabelleceramics@icloud.com with your name and order number.