Shipping Policy
Preparation times, delivery estimates and what to do if your parcel needs attention.
1. Destinations and delivery charges
The delivery options available for your address and the applicable shipping charge, including any free-shipping offer, are shown at Shopify checkout before you pay. Check the final delivery details and total before placing your order.
Availability may depend on the destination and carrier coverage. If checkout does not offer a delivery method for your address, contact us before purchasing rather than selecting an incorrect destination.
2. Order preparation: 1–3 business days
We prepare kits for dispatch within 1–3 business days after your order is confirmed. Preparation covers getting the order ready; it is separate from the time a parcel spends in transit. Business days exclude weekends and applicable public holidays.
A Custom Kit may require additional preparation because it is made from your photograph. If the image needs attention, an item is unavailable or another issue affects preparation, we will contact you using the details provided at checkout.
3. Transit: 8–14 business days
After dispatch, transit typically takes 8–14 business days, depending on the destination and delivery method. This estimate starts when the order is dispatched, not when you place it, and is in addition to the preparation period.
Delivery estimates are not guaranteed arrival dates. Carrier disruption, customs checks, public holidays and other circumstances may affect transit. Estimates do not override any delivery commitment made for your order or your rights under applicable consumer law.
4. Order updates and tracking
Use the order details provided through Shopify to identify your purchase. If tracking is provided for your shipment, follow the carrier link to view the latest available updates. A newly created tracking reference may not show movement until the carrier processes the parcel.
If you have not received expected order information or cannot find a shipment update, contact us through the form on this site with your order number and checkout email address.
5. Delivery address and changes
Provide a complete and accurate delivery address, including any apartment number, postcode and details required by the carrier. Check it before payment and contact us immediately if it needs correcting.
Address changes may not be possible after dispatch. If an incorrect or incomplete address causes a delivery problem, we will review the circumstances with you and explain any available redelivery options and applicable costs before arranging them.
6. International deliveries
For cross-border orders, customs procedures may add time to delivery. Where import duties, taxes or handling charges apply, their treatment depends on the destination and the arrangements shown for your order. A free-shipping offer does not by itself state that all import charges are included.
If you are unsure about charges or destination restrictions, contact us before ordering. Nothing in this policy removes obligations to disclose charges or other information required by applicable law.
7. Delayed, missing or damaged parcels
If delivery is later than expected, tracking stops updating or a parcel is marked delivered but cannot be found, check the carrier information and contact us with your order number. We will investigate the available information and help resolve the issue with the delivery provider.
If the parcel or kit arrives damaged, retain the packaging where possible and contact us with a description of the damage. We may request photographs to help investigate. Replacement and refund requests are handled under our Refund Policy and applicable consumer law; you are not required to resolve our delivery obligations with the carrier on your own.
Need help with an order? Contact us.