Shipping Policy
Here you can find our policies on order fulfilment, shipping services, estimated postage and packaging costs, and processes for if things go wrong. You will also find important information regarding duties and customs for when orders are shipped outside of the UK.
Order fulfilment
General production and despatch time
All items are handmade, usually to order. For most items, we aim to despatch within 1-2 weeks of your order being placed. Some specific items may take longer and this will be detailed in the product information.
Pre-ordered items
Pre-order items will list an anticipated despatch date or window. If, for any reason, we cannot fulfil pre-orders as originally planned, you will be notified as soon as possible and provided with the option to cancel your order. See our refund policy for more information.
Postage & packaging
We usually use Royal Mail Tracked 48 for orders delivered within the UK and Royal Mail International Tracked for international orders. Current delivery aims published by Royal Mail are 2 working days for Tracked 48 items within the UK, 3-5 working days for International Tracked items within Europe and 5-7 working days for International Tracked items to the rest of the world.
Estimated postage and packaging pricing is listed below. The final cost will depend on the total weight of your order and the exact postage and packaging price will be displayed before checkout completion.
We reserve the right to use alternative delivery services without notice, however, this will not affect the postage and packaging charges paid by you. Any anticipated increase in delivery time due to using an alternative service will be communicated to you at the time of despatch.
UK
Flooring and/or wallpaper only, up to approx 10 items: £3.75
Single extra floor with up to approx 5 flooring and/or wallpaper items: £7.50
Two or more extra floors: £13.50
Europe
Zones 1 & 2
Flooring and/or wallpaper only, up to approx 10 items: £12.50
Single extra floor with up to approx 5 flooring and/or wallpaper items: £12.50
Two or more extra floors: £17.50
Zone 3
Flooring and/or wallpaper only, up to approx 10 items: £12.50
Single extra floor with up to approx 5 flooring and/or wallpaper items: £15.00
Two or more extra floors: £18.00
To determine which zone your country falls in, please visit the Royal Mail country sending guide here.
USA
Flooring and/or wallpaper only, up to approx 10 items: £14.50
Single extra floor with up to approx 5 flooring and/or wallpaper items: £22.00
Two or more extra floors: £27.50
Rest of the world
Flooring and/or wallpaper only, up to approx 10 items: £14.50
Single extra floor with up to approx 5 flooring and/or wallpaper items: £26.00
Two or more extra floors: £35.50
Duties & taxes
We ship packages on a delivered duties unpaid basis to all locations other than USA.
For countries where we use a delivered duties unpaid service, you will be responsible for paying any taxes and duties locally. In some instances, this may also require collection of the package from your local customs office.
Orders sent to the USA are delivered duties paid, the cost of which is included in the delivery pricing. We will submit the relevant documentation to customs authorities and pay for any duty charges. In this case, no further action will be required from you and your order will be delivered directly to your address.
If you have questions regarding how/when duties and taxes are charged, we advise contacting your customs office directly.
Customs & country regulations
Please check with your country’s import and customs department regarding the import of products. As an importer, you may be required to pay customs and duties charges (please see guidance above) and are responsible for following the laws and regulations on import of goods in your country.
You are responsible for any import restrictions, prohibited items, taxes, duties, other charges related to the importation of goods as well as return shipping in the event of a return.
In the event of your order being rejected by your local customs office and it being returned to us, we will refund the amount of the order minus shipping fees upon receipt of the order provided the products are unopened and in a saleable condition. We will not be able to process refunds for goods which are damaged in customs, seized, destroyed etc.
Orders that are seized by your local customs cannot be refunded.
Occasionally packages can be held for a longer than normal period by customs officials and in this case it is the customs responsibility to contact the local office to receive status updates
Incorrect address
If the shipping address on your order is incorrect, please note that we cannot always change the delivery address after an order has been placed on our website. We will always attempt to resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order.
If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees and we will refund you for the cost of the merchandise only.
Delayed delivery & package loss
Although it is rare for orders to get lost or delayed, please be aware that it can happen.
We ask for your patience when awaiting delivery. You can contact with any concerns regarding delays or lost packages at any time, but we only issue a replacement or refund if it is either:
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at least 14 days after the expected delivery date, or
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confirmed as lost in transit by Royal Mail or other delivery partner.
In the event your order has been lost in transit, you must contact us at hello@thepaperdollshoue.co.uk within 60 calendar days of date of purchase.
Orders that haven't been reported within 60 calendar days will not be eligible for refund.