Shipping, Returns & Refunds

We ship worldwide to many countries. If you're unsure whether we deliver to your location, please don't hesitate to get in touch — we're always happy to help.

As a small business, shipping costs are an ongoing challenge. We absorb some of these costs ourselves, and as a thank-you to our international customers, we include a free practice board with any full-size bespoke palette order.  Limited to one per order.   If you're placing a large order, please contact us to discuss a potential discount.

Loyal returning customers are very often rewarded with little extras too.

Please Check Your Order Before Completing Your Purchase

We check every item thoroughly before it leaves us, and we do not charge for packaging — this cost is absorbed by us.

We aim to dispatch goods within 1–7 working days, as some items may occasionally need to be reordered. That said, we do our best to ship within 1–2 working days, excluding weekends and Bank Holidays.

Bespoke palettes are made to order. During busy periods, these may take up to 5–7 days to dispatch. We always aim to turn these around as quickly as possible — if you need your order urgently, please message us.

Tracking

If you selected standard post, tracking is not available through Royal Mail. If you chose a tracked service, your tracking information will be sent to you automatically by email — please check your spam or junk folder if you don't see it.

Delays & Lost Parcels

Parcels can occasionally be delayed for reasons outside our control, including customs processing. For international parcels that may be considered lost, we are unable to make a claim until after 20 working days (EU) or 25 working days (rest of the world). Any resulting refunds or payouts can then take up to 90 days to process.

Lost parcels are very rare. Please also ensure you have provided the correct delivery address at the time of purchase — we can only ship to the address given, as required by Royal Mail and PayPal's terms and conditions.

Damaged or Incomplete Orders

We take great care in packaging every order and photograph each parcel before dispatch. If your parcel arrives damaged or you believe something is missing, please report this to us in writing (not by phone call) immediately upon receipt.

Photographs of the item(s) and all packaging must be taken within 24 hours of delivery. Royal Mail and couriers will usually apply a sticker to parcels they believe to have been damaged in transit, which assists with any claims. Please check your parcel thoroughly — we have had customers accidentally discard packaging with items still inside.

We cannot accept responsibility for damage or missing items reported after this 24-hour window.

Returns & Refunds

Refunds are not normally offered unless an item is confirmed as faulty or damaged in transit, and only after inspection. Bespoke, made-to-order items are non-refundable.

Where a refund is agreed, it will be issued minus any transaction fees, currency conversion charges, exchange rate differences, and shipping costs where applicable.

Customs & Import Duties

Since Brexit, some parcels sent to EU countries may be subject to customs charges. It is the customer's responsibility to be aware of any import duties applicable in their country. We are unable to offer refunds if a parcel is not claimed due to unpaid customs fees.

Please note: the USA currently applies a 10% import tariff. We have reduced this to 5% for our customers, absorbing the difference as a small business.

We have had to suspend shipping of bespoke palettes to Spain and Italy due to ongoing customs complications in those countries.

Payments

We accept many forms of payment — you can view the available options at checkout.

Discounts

We run discounts as regularly as possible. Please note that the free practice board offered to international customers with full-size bespoke palette orders cannot be combined with any other active discount.

Holidays & Closures

We are a small family business and do take occasional holidays. Any planned closures will be listed on our website — please bear this in mind when ordering, as no goods will be dispatched during these periods.

Best wishes,
Sally