Shipping policy

Where we ship

UNMARKED ships to the European Union, the United Kingdom and the United States.

[NEEDS: confirm the exact country list, and whether any EU country is excluded]

Processing

Orders are picked and dispatched within [NEEDS: processing time, e.g. 1-2 working days] of being placed, Monday to Friday, excluding public holidays. An order placed at the weekend is processed the next working day.

You receive a confirmation email when the order is placed and a second email with tracking when it is dispatched. If the second email has not arrived within [NEEDS: processing time] working days, check your spam folder before contacting us — it is almost always there.

Delivery times and cost

[NEEDS: the real rate table — destination, service, cost, estimated transit time. Shopify already has two shipping zones configured; this section should match them exactly, because a policy page that contradicts what checkout charges is worse than no policy page.]

Estimated transit times are estimates given to us by the carrier. They are not guarantees and they do not include the processing time above.

Customs, duties and import VAT

Orders shipped within the European Union carry no additional customs charges.

Orders shipped to the United Kingdom or the United States cross a customs border. Depending on the value of the order and the rules in force at the time, the destination country may charge import duty, tax or a handling fee before it will release the parcel. [NEEDS: state clearly whether you pay these at checkout (DDP) or the customer pays on delivery (DAP) — this is the single most common cause of refused parcels and angry emails.]

Wrong address

We ship to the address you give us at checkout. If it is wrong, email us immediately — before dispatch we can usually correct it. After dispatch we cannot, and a parcel that comes back to us can be resent at your cost or refunded minus the original postage.

Lost and delayed parcels

If tracking has not moved for [NEEDS: number] working days, contact us and we will open an enquiry with the carrier. Carriers usually require a parcel to be missing for a set period before they will declare it lost; we cannot shortcut that, but we will not leave you waiting on it either — [NEEDS: state your policy, e.g. we resend or refund after X days regardless].