Shipping policy
Shipping Policy
Last updated: 18 August 2026
At The Custom Company UK, every order is prepared with care and made to order where applicable. Our shipping policy explains how orders are processed, dispatched and delivered.
1. Processing Times
Our products are made to order unless otherwise stated.
The estimated processing or dispatch time for each product is shown on the relevant product page at the time of ordering.
Processing time refers to the time required to prepare and produce your order. It does not include the delivery time once your order has been dispatched.
For personalised and bespoke orders, production will generally begin once payment has been received and all required information has been provided.
During particularly busy periods, including Christmas, seasonal launches and special promotions, processing times may be longer. Any significant changes to our usual processing times will be communicated where possible.
2. Dispatch
Once your order has been completed, it will be dispatched using the delivery service selected at checkout or the delivery service we consider appropriate for your order.
You will receive dispatch confirmation where tracking is available.
Please ensure your delivery address is correct before completing your order. We cannot guarantee that an address can be changed once an order has entered production or been dispatched.
3. Delivery Times
Delivery times are estimates and are provided by the relevant delivery service.
The delivery timeframe begins once your order has been dispatched, not when the order is placed.
Delivery times may vary due to circumstances outside our reasonable control, including courier delays, adverse weather, postal disruption, peak periods or other unforeseen circumstances.
A delivery estimate is not a guaranteed delivery date unless a guaranteed delivery service has specifically been agreed with you.
4. Delivery Address
Please check your delivery address carefully before placing your order.
We cannot be responsible for delays, additional postage costs or non delivery resulting from an incorrect or incomplete address supplied by the customer.
If an order is returned to us because the delivery address was incorrect or the parcel could not be delivered, additional postage may be required before the order can be sent again.
5. Missed Deliveries
If you are not available to receive your order, the delivery provider may leave the parcel in a safe place, with a neighbour, at a collection point or attempt delivery again, depending on the service used.
Please check any delivery notifications or tracking information provided by the courier.
6. Delayed or Missing Orders
If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate.
Where tracking is available, we will use the tracking information provided by the delivery service to help locate the parcel.
Please do not assume that a parcel is lost simply because the tracking information has not updated immediately, as courier tracking systems can sometimes take time to update.
If a parcel is confirmed as lost, we will work with the delivery provider to resolve the matter and provide an appropriate remedy in accordance with applicable UK consumer law.
7. Damaged Parcels
If your parcel arrives visibly damaged, please take photographs of the packaging and the item before disposing of any packaging materials.
Contact us as soon as reasonably possible with your order number and photographs so that we can investigate and arrange an appropriate resolution.
Nothing in this policy affects your statutory rights if your goods arrive damaged, faulty, incorrect or not as described.
8. International Delivery
If we offer international delivery, available destinations, delivery options and applicable charges will be displayed at checkout.
International delivery times are estimates and may be affected by customs processing, local postal services and other circumstances outside our control.
Customers receiving orders outside the UK may be responsible for any applicable customs duties, import taxes or other charges imposed by the destination country.
9. Delivery Charges
Delivery charges are calculated and displayed at checkout where applicable.
The delivery cost may vary depending on the size, weight, destination and delivery service selected.
Any available delivery promotions will be subject to the terms stated at the time of the promotion.
10. Responsibility for Delivery
We remain responsible for your order until it is delivered to you or to a person identified by you to receive it, subject to applicable UK consumer law.
We cannot accept responsibility for delays caused by circumstances outside our reasonable control, but we will do what we reasonably can to assist with delivery issues.
11. Contact Us
If you have a question about your delivery or an order that has not arrived, please contact us:
The Custom Company UK
Email: hello@thecustomcouk.shop
Website: www.thecustomcouk.shop
Location: Chelmsford, Essex, United Kingdom