Shipping & Delivery Policy

Shipping & Delivery Policy

Thank you for choosing our handmade products! We’re committed to ensuring your order is delivered safely and promptly. Please review our shipping and delivery policy carefully.

1. Processing & Shipping Times

• We offer both domestic and international shipping. Please note that delivery times refer to the courier’s transit time only. As we hand-make every item in small batches with limited staffing, and do not hold loads of pre-made cookie-cutter stock, orders are normally dispatched within 2–5 working days (we don’t work weekends). This processing time is not fixed and may be longer during busy periods.
  
  All orders are shipped from the UK and may be affected by UK public holiday closures.

  Domestic (UK) Shipping:

  • Standard Shipping: Estimated delivery within 3–5 working days after dispatch.
  • Express Shipping: Estimated delivery within 1–2 working days after dispatch.

  Please note: choosing Express Shipping speeds up delivery once your order has been dispatched. It does not shorten the 2–5 working day processing time before dispatch.

  International Shipping:

  • Delivery times vary by destination and will be displayed at checkout. Please note that international shipping may take longer due to customs clearance processes.
  • Customers are responsible for the full delivery cost and any additional customs duties, taxes, or fees that may apply.
    

2. Delivery Instructions

• Important: If you will not be home at the time of delivery and do not want the package left unattended, please specify this in the delivery notes at checkout.
• Once you receive your tracking information, you can usually coordinate directly with the courier to arrange an alternate delivery date or location.
• Failure to provide specific instructions may result in the courier leaving the package unattended at the delivery address, for which we cannot take responsibility once the courier confirms delivery.

3. International Orders & Customs

• For international shipments, customers are responsible for any customs duties, taxes, or additional fees imposed by the destination country.
• Accurate Contact Information: Please ensure you provide a valid phone number and email address at checkout. The courier may contact you directly for customs clearance or if any additional fees are due. Delays or extra charges caused by incorrect contact details are the customer’s responsibility.
• If customs duties are unpaid, and the parcel is returned to us, we reserve the right to deduct any shipping costs incurred from your refund.

4. Missed Deliveries and Re-Delivery

• If delivery attempts are unsuccessful and the parcel is returned to us, we will contact you to arrange re-delivery. Additional delivery fees may apply.
• Once tracking information is provided, customers can usually coordinate directly with the courier for an alternate delivery time or location.

5. Lost, Stolen, or Damaged Parcels

• Domestic Orders: If the parcel is marked as “delivered” by the courier, liability for the package transfers to the customer. If you believe the parcel has been lost or stolen, please contact us immediately and we will assist in filing a claim with the courier.

• International Orders: If your package is missing, please notify us within 7 days of the estimated delivery date. We will work with the courier to investigate the issue.

• To help prevent theft or loss, we recommend providing clear delivery instructions or tracking the shipment closely. Signature upon delivery may not be available for all shipments.

• Damaged Items: Please report any damaged items as soon as possible, ideally within 48 hours of receipt, with photographs, using our return request form. See our Returns and Refunds Policy for details.

6. Perishable or Personalised Items

• Sealed skincare and food products cannot be returned once opened, and fresh or refrigerated foods cannot be returned. See our Returns and Refunds Policy for full details.
• Perishable items such as kimchi, elderberry syrup, etc., will be shipped out via express delivery and dependent on weather, may only be dispatched Monday, Tuesday, Wednesday and Thursday to avoid prolonged delays in delivery due to the weekend. These items should be refrigerated as soon as they arrive and kept refrigerated at 0-4C.

7. Delivery Areas

• We ship domestically across the UK and internationally to many countries. Please note that certain restrictions may apply to some regions due to customs or regulatory reasons.

8. Courier Services

• We work with trusted couriers including Royal Mail as our primary shipping partner, and offer tracked shipping on all parcels. Sample orders are sent via Royal Mail 1st Class, unless another tracked option is chosen.
• You will receive tracking information once your parcel has been dispatched. Most couriers allow you to manage your delivery (such as rescheduling or changing the delivery location) directly through their website or app.

9. Liability & Claims

• Delivery times are estimates. We are not responsible for delays caused by customs clearance or events outside our control, or for customs duties, taxes or fees charged by the destination country.
• If your parcel has not arrived, please tell us within 14 days of the estimated delivery date (7 days for international orders) so that we can claim from the courier.

Contact Us

If you have any questions or concerns regarding your order, shipping, or delivery, please don’t hesitate to contact us at info@tayyibtree.com. We are always happy to assist!