Delivery

Every piece leaves us by tracked delivery, packed the way we would want to receive it. This policy sets out, in full, how your order travels from our hands to yours — and what your rights are at every step, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Last updated: 2026

1. Processing your order

Orders are prepared and dispatched within 1–2 business days of the day you order (Monday to Saturday, excluding UK public holidays). You will receive a confirmation email the moment your order is placed, and a second email with a tracking number the moment your parcel leaves us.

Pieces made to order state their preparation time clearly on the product page. Made-to-order time is additional to delivery time, and we will always tell you the expected total before you pay. If a piece would take longer than 30 days to be delivered, we will ask for your explicit agreement before proceeding — and if you prefer not to wait, you may cancel for a full refund at any point before dispatch.

If we anticipate a delay — a courier backlog, a piece being remade, a holiday period — we will email you as soon as we know, with a revised estimate and the option to cancel for a full refund if the new timing no longer suits you.

2. Delivery timescales

These timescales are careful estimates, not guarantees. Weather, customs checks and carrier backlogs can occasionally add a day or two. What is a guarantee is the law: unless you agree otherwise with us, we must deliver within 30 calendar days of the day you order.

3. Delivery charges

Delivery charges are shown clearly at checkout, before you pay, and include VAT where applicable. Where we offer free delivery, it applies to the order value stated at checkout — the threshold is always shown on the cart and checkout pages, never hidden.

If you cancel within the 14-day cooling-off period, we refund your standard outbound delivery cost in full. If you chose a premium (express) service, we refund the standard portion only — the difference you paid for speed is not refunded, unless the piece was faulty or we sent it in error.

4. Tracking your parcel

A tracking number is emailed the moment your parcel leaves us, with a link that works on any phone. If tracking has not moved for several days, or the link does not work, write to us — we will chase the carrier on your behalf and keep you informed until the parcel is in your hands.

5. Delivery attempts and missed parcels

Carriers typically attempt delivery two or three times before returning a parcel to sender. If you know you will miss delivery, reply to your confirmation email and we will add delivery instructions to your parcel where the carrier allows. If a parcel is returned to us because delivery could not be completed, we will contact you to arrange re-delivery; a further delivery charge may apply where the original address was incorrect or unattended despite the carrier's attempts.

6. Risk and title

Risk of loss or damage passes to you when the goods come into your physical possession — or into the possession of a carrier you instructed yourself (rather than one we use). Title passes when we receive full payment. In practice: if a parcel is lost or damaged in transit before it reaches you, that is our problem to resolve, not yours.

7. If your order is late

If delivery does not take place within 30 days (unless you agreed to a longer period at checkout), you may treat the contract as at an end and receive a full refund, including delivery charges. If a parcel is marked delivered but has not reached you, contact us within 14 days of the marked delivery date: we will open an investigation with the carrier and replace or refund the order where appropriate. Please do not worry — we will not leave you out of pocket for a parcel the carrier lost.

8. Customs and duties (outside the UK)

For international orders, any import duties, taxes or customs charges are set by the destination country and are the recipient's responsibility. We label every parcel accurately and honestly: we cannot mark parcels as gifts or understate values, and we will never ask you to. If your parcel is held at customs, we will provide any documentation the carrier asks for to help it on its way.

9. Packaging

Each piece arrives in its own soft pouch, inside a rigid box, inside a protective outer sleeve — ready to be given as it is. Gift notes can be added at checkout, handwritten on our card, with prices omitted from the packing slip if it is a gift. Our packaging is designed to be kept, not discarded: the box fits in a drawer and protects the piece for years to come.

10. Changing your address and PO Boxes

Need to change your delivery address? Write to us as soon as possible — before dispatch, we can usually change it without fuss. Once a parcel is on its way we will ask the carrier to redirect it where the service allows, but we cannot promise it in every case, so the sooner you write, the better.

A note on PO Boxes: our parcels are sent by tracked services that need a signature, so most couriers cannot deliver to a PO Box. If your address is a PO Box, write to us before ordering and we will confirm what is possible.

11. Questions

Anything about delivery we have not answered here, write to care@galenesea.com with your order number — a real person will reply, usually within one working day.