DELIVERY/SHIPPING & RETURNS

PROCESSING TIME/MAKING TIME:
This is the time we need to make your order and you can see our up-to-date processing times here:
Most of our items are made to order so please account for the making time and then add the shipping/postage time onto this.

DELIVERY/SHIPPING: We ship internationally offering standard and express/expedited delivery upgrade options for our UK and overseas customers.

UK DELIVERY TIMES & PRICES: - Please note shipping times are estimated guidelines only provided by Royal Mail and during peak and holiday seasons there can be delays. 

  • FREE STANDARD DELIVERY within the UK for orders over £100. Usually takes 4-7 working days to deliver.
  • £3.50 Royal Mail - -for items under £20 – 1st class post no signature upon delivery usually takes 1-2 working days from date of posting.
  • £4.50 Royal Mail - for items over £20 - 2nd Class Signed For - Delivers within 4-7 working days from date of posting
  • £4.90 1st Class Signed For - for items over £20. (Delivers within 1-2 working days after it's posted).
UPGRADE: You can purchase a speedier delivery upgrade at checkout:
  • £8.95 Next Working Day by 1pm (After make time) - Recommended for higher value items.

EUROPE DELIVERY TIMES: Parcels usually take 4-7 business days to arrive after being shipped and shipping will be calculated based on weight at the checkout page.
  • Orders under £20 are shipped as standard international without tracking.
  • Orders over £20 are sent via International Tracked or Signed.

INTERNATIONAL DELIVERY TIMES INCLUDING USA/AUSTRALIA/CANADA: Parcels usually take 8-14 calendar days to arrive after being shipped (average is 9 days) and shipping will be calculated based on weight at the checkout page.

  • Orders under £20 are shipped as standard international without tracking.
  • Orders over £20 are sent via International Tracked or Signed.

EXPEDITED INTERNATIONAL SHIPPING:

If you need your order ASAP you can upgrade to Express International Shipping which delivers worldwide within 4 business days after posting however please do bear in mind that there is a processing time required to make the order. Feel free to reach out if you are unsure or wish to double check.
A telephone contact number is also required to go on the package for the courier, please ensure you provide this information when you checkout to avoid any delays in shipping your order.

RUSH ORDERS 
are possible but  please contact us before placing your order to confirm whether this can be accommodated. During peak times and the Holiday/Christmas season, rush orders may not be possible. If in doubt, please get in touch so that you are not disappointed.

CUSTOMS:
- As a buyer, you are responsible for paying any customs charges, import duties, taxes and handling fees that may be charged.
-Though it is very uncommon in our experience, on very rare occasions it is possible for packages to be held up in customs for several weeks. We cannot be held responsible for delays due to customs as this is entirely out of our control.
-Please reach out and contact us if you have any questions before ordering.

 TRACKING YOUR PACKAGE:
-Once your item has been shipped, you will receive an automatic email informing you of the tracking number if one is available.
-You can track your package on royalmail.com or their partner service once it's reached your destination country.
-If you have any problems or need our help with anything, feel free to reach out to us via email or our contact page.
-If you need to provide a different address to ship to than the one you provided at checkout, send us an email to update us of the new shipping address.
-If your package has been shipped already and you need to change the address, unfortunately it is too late. Please contact us to see how we can resolve this issue. 

RETURNS: 
-Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

-To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

ADDITIONAL NON RETURNABLE ITEMS: 
-Items with monograms, dedication pages and any other of our personalisation options.
-Books with obvious signs of use 
-Gift cards

-To complete your return, we require a receipt or proof of purchase.

PARTIAL REFUNDS:-There are certain situations where only partial refunds are granted (if applicable)

-Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
-Any item that is returned more than 30 days after delivery

REFUNDS (IF APPLICABLE):
-Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
-If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days of being approved.

LATE OR MISSING REFUNDS (IF APPLICABLE): 
-If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
-Next contact your bank. There is often some processing time before a refund is posted. 
-If you’ve done all of this and you still have not received your refund yet, please contact us at info.indigoartisans@gmail.com.

SALE ITEMS (IF APPLICABLE): 
-Only regular priced non personalised items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (IF APPLICABLE): 
-We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info.indigoartisans@gmail.com so we can review your request.

RETURN SHIPPING:
To return your product, you should mail your product to: Indigo Artisans, 9 GOTHAM STREET, LEICESTER, LE2 0NA, United Kingdom

-You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

-Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

-If you are shipping an item over £75, please use a trackable shipping service or purchase shipping insurance as your proof of postage and delivery. We don’t guarantee that we will receive your returned item.


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