Shipping policy

Order Processing

All orders are processed within 1–3 business days.
Processing and production times can vary depending on the product.

You will receive an email notification once your order has been prepared for dispatch and again when it has shipped.

Production & Fulfilment

Some items are created and shipped directly from our trusted production partners.
This helps us deliver high-quality products efficiently and keep your shipping costs fair.

Production typically takes 2–7 business days, depending on the item.

Handmade items created in-house may have different processing times — these are detailed on individual product listings.

Shipping Times

Delivery times depend on the product type,  and your shipping destination. The following are standard estimates:

United Kingdom

  • 2–5 business days after production

United States

  • 3–7 business days after production

Europe

  • 3–10 business days after production

Rest of World

  • 7–21 business days after production

Please note these are estimates and not guaranteed. Delays may occur due to customs, courier issues, or seasonal demand.

Shipping Costs

Shipping costs are calculated at checkout based on the item, destination, and delivery service.
Some items may ship separately to ensure the fastest and safest delivery.

Order Tracking

Once your order has shipped, you’ll receive a shipping confirmation email with tracking information (where available).
International orders may have limited tracking depending on the courier.

Lost, Delayed or Damaged Packages

If your item arrives damaged, please contact us within 7 days with clear photos of:

  • the item
  • the packaging
  • and the shipping label

We will arrange a replacement as quickly as possible.

If your order is lost or severely delayed, please get in touch and we’ll help resolve the issue with the courier.

Incorrect Address

Please double-check your address at checkout.
If an order is shipped to an incorrect or incomplete address provided by the customer, we cannot offer refunds. Replacements can be arranged at the customer’s expense.

Returns & Exchanges

Because many items are personalised or made to order, we are unable to accept returns or exchanges unless the item is faulty.
If there is a problem, please contact us and we’ll do everything we can to put it right.

Questions?

If you have any questions about shipping or your order, please reach out to us at kwalateeinfo@gmail.com. We’re always happy to help.