Shipping policy
Christmas 2023
The holiday season is approaching, so please plan ahead for a timely delivery of your items & gifts. This is especially important for international shipments.
Please note: Print-on-demand items are not included in the estimated delivery dates as they require more time for production & dispatch.
CHRISTMAS GIFT EXTENDED RETURNS POLICY
We’ve extended our returns policy for the festive period; items purchased online between November 30th 2023 & December 21st 2023, can be returned for a refund until January 22nd, 2024.
CHRISTMAS & NEW YEAR BUSINESS HOURS
Our offices will be closed during the festive season from December 22nd 2023, to January 2nd 2024. Online orders can still be placed during this period.
Allotment Productions does not accept any responsibility for late deliveries around the Christmas period & does not guarantee orders placed within our recommended cut-off dates will arrive before Christmas.
Christmas cut-off dates*
UK customers, we recommend ordering by midday on December 17th for delivery in time for Christmas. We will make every effort to dispatch orders placed after this date before Christmas Eve!
STANDARD DELIVERY ORDER BY NOON – 17th December
PRIORITY DELIVERY ORDER BY NOON – 19th December
International customers, we recommend ordering early for a Christmas delivery this year. During this busy period, we cannot guarantee specific delivery dates or times nor advise recipients of impending deliveries. We will make every effort to dispatch orders placed after this date before Christmas Eve!
NEVERLANDS – 17th December
BELGIUM – 17th December
GERMANY – 13th December
FRANCE – 13th December
DENMARK – 13th December
LUXEMBURG – 13th December
ITALY – 13th December
SPAIN – 13th December
PORTUGAL – 13th December
AUSTRIA – 13th December
SWEDEN – 13th December
SWITZERLAND – 13th December
USA – 7th December
CANADA – 7th December
JAPAN – 4th December
AUSTRALIA – 4th December
NEW ZEALAND – 4th December
REST OF WORLD – 1st December
*Subject to availability. Dates may differ by location/area
Happy holidays!
Estimated Shipping Times
We aim to have all orders out within 1 – 3 business days. Delivery times vary depending on service & location. Below are delivery guidelines from the day of dispatch. Please allow some extra time for order processing during busier times of the year or during sale events.
UK STANDARD TRACKED *3 – 5 business days.
UK PRIORITY TRACKED *1 – 2 business days.
INTERNATIONAL TRACKED EUROPE *5 – 10 business days.
INTERNATIONAL ROW TRACKED *7- 14 business days.
*Starts when your order has been shipped, & does not include the standard processing time of up to 3 business days. Business days do not include Saturdays, Sundays, or UK Holidays.
Fulfilment times may vary during peak periods such as after/during product launches, holidays & special promotions.
Do You Ship Worldwide?
Yes, we ship to most countries worldwide. If you live in a rural area or remote island, contact us first to make sure we can get your order to you safely.
Where Is My Order?
Please track via the courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped, we no longer have control over the journey or updates of the parcel. If your order is delayed for any reason, we recommend you contact the courier company for more information. Your tracking link in your dispatch email will provide you with the latest updates.
Both the websites & apps allow you to keep track of your order’s journey & manage all your delivery preferences, including safe-place delivery, delivery to a neighbour or delivery to a local pick-up shop.
The New Evri Parcel App Is Here
The Evri website can be found here, or click the link on your dispatch email. You can easily divert your parcel to a preferred neighbour, safe place, ParcelShop or Locker via the Website & app.
UK Mail & DHL
DHLwebsite & app can be found here
Track your DHL Parcel UK delivery quickly & easily using real-time track service. The online tracking system is the fastest way to get up-to-date information on your parcel’s location within the DHL/UKMAIL network.
You can rearrange a delivery online to a day that better fits you or arrange delivery to your local DHL Parcel UK ServicePoint.
On the day of delivery, you can select to receive a ‘You’re next’ notification when the driver is one stop away, typically 5-15 minutes before the delivery. This is available either from the link on the 1-hour delivery window notification, or you can opt for this notification by visiting the track a parcel area.
Reduced air & freight capacity, high volumes, postal strikes & ongoing Covid restrictions are all impacting transportation & local delivery across the globe. This is entirely beyond our control, & we cannot be held responsible for delays within the postal service.
Please note; that when requesting to ‘leave in a safe place’, you are doing so at your own risk, & we accept no liability for lost or stolen goods.
Tracking Isn't Working
Please allow up to 48 hours from the dispatch of your order for the tracking to become available. Track the order via the courier website & check for updates to appear on their system. It can take a few business days for some shipping couriers to update further tracking details on their Website.
Please get in touch with us if your tracking number does not work or hasn’t been updated within 5 business days. Our Customer service team will get right on that for you!
Why Is My Parcel Awaiting Export Netherlands?
International orders sent via landmark are sometimes sent to the distribution centre in the Netherlands before being sent to their destination countries. Once an order arrives at its destination country, it is transferred to the local post service for delivery.
Missed A Delivery?
Contact your local postal service or sorting office to see if the item has been returned to the depot as undelivered & or awaiting collection. Use your tracking ref to arrange a redelivery with the courier.
If you are unavailable to receive or refuse the package, it will typically be returned to sender.
Order Returned To Sender
Customers are responsible for tracking their parcels. Shipments may be returned to the sender by the courier due to an incorrect address or a delivery issue. Updates specific to the reason will be available on the tracking details of your order.
Depending on the return reason, re-shipping fees will be due if you would like us to resend your parcel.
The following return reasons require a re-shipping fee –
- Refused or Rejected – Parcel refused or rejected by the addressee.
- Unpaid customs taxes – import tax or extra fees not settled by the recipient.
- Insufficient/Incorrect address – recipient incorrectly inputs a wrong addressee or incorrect address information supplied by the customer.
- Unclaimed – Parcels left in local customs & post office & were not claimed during the allotted time.
Upon receiving returned/refused packages, we can attempt to resend the package; however, the customer will need to pay additional shipping costs, we cannot recover the shipping charges on returned/refused packages. Keep in mind, for international shipments, it can take up to 6 weeks for returned/refused packages to be returned to sender. When the carrier returns an undeliverable package to us, we will reach out to arrange a second shipment or issue a refund for the item(s) minus any return fees & shipping charges.
Please note: Orders returned to sender by the recipient’s refusal are considered an unauthorised return & may be subject to a restocking fee. Postage costs on returned orders are non-refundable.
Until a package has been returned to us or officially declared lost, we are unable to reship or refund the order.
Lost In Transit Claims
We kindly request that you check your tracking for an update from the local postal service; the delivery offices will have the most up-to-date information via the tracking reference. They will advise on what to do next.
Please make sure to check your surrounding area & with your neighbours. If you cannot locate your parcel, please get in touch with us so we can start an investigation with the courier concerning your missing parcel. Depending on the courier, you may be required to complete a DNOR declaration to process the claim. Investigations can take up to 10 business days to conclude.
Any domestic orders reported missing must be disputed within 10 days from the shipment date. International orders reported lost must be reported within 28 days from the shipment date. Any requests made outside of this timeframe have no guaranteed resolution.
Please note: If the courier or postal service attempts to deliver the parcel once a refund has been processed, you are required to either refuse the package – it will then be returned to us. Or contact us to arrange the return – This is a legal requirement for refunded/cancelled orders; the legal obligation is to take reasonable steps to keep the items in good condition while they are in your possession.
Until a missing package has been returned to us or officially declared lost, we are unable to reship or refund the order.
Designated Safe Space
Your chosen Safeplace should be with a neighbour or a secure, weatherproof area of the property that is out of sight & easily accessible for the postal worker. A Safeplace may be selected via your courier using your tracking reference. Claims made for lost, damaged or stolen parcels where a safe space has been requested by the addressee may be rejected.
Who Pays Customs Fees?
Customs fees are levied by the government of the country in which the goods are shipped. As is industry standard, all custom/import fees are the customer’s responsibility. We recommend checking your country’s customs charges & threshold prior to ordering to avoid disappointment.
If you refuse to pay the charges levied by customs & excise, or the delivery is unsuccessful & the goods are returned to us. You may be liable for the return shipping fees; these will be deducted from any refund due.
We cannot assist with fees or charges related to importing of goods, & therefore are unable to support refunds of any duties or tax paid by you. Please get in touch with your local tax office for assistance.
Covid-19 Notice
Our team and order safety:
We are putting all necessary safety measures in place for our team members to stay safe and protected, ensuring our warehouse can continue to operate in the current climate.
I Need Help With My Order!
If you cannot find the answer you are looking for above, please get in touch with our customer support at support@allotmentproductions.com & we’ll be happy to assist. Remember to provide the store name & your order number; this will be in your email notifications.