Shipping policy

N.B. All orders outside of the United Kingdom may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation/ customs. The recipient of the product(s) will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the UK directly. If you are ordering product(s) to be delivered to someone else, please make sure they are aware of these additional charges.

SHIPPING COSTS:
Where available, the costs of delivery will be calculated at the check-out. Please note that in each case, the costs of delivery will be added to the total you are required to pay us for the product(s).

Sometimes, for made to order or over-sized items shipping costs can not be calculated at check-out and you may be contacted with a bespoke shipping quote following the sale of the item. 

This may be the case for non-standard items, larger items or if your delivery address is in a remote area, and we may be reasonably unable to accurately calculate the costs of delivery in advance, and we may need to provide a separate quote for shipping. If that is the case, we will provide a separate quote for shipping by either email with a payment link or a telephone call. If:
(a) after receiving the shipping estimate you notify us that you would like to end the contract; or
(b) on the expiry of 30 days of receiving the shipping estimate, you do not notify us that you would like to proceed with the contract, we will cancel your order and provide you with a refund for any payments taken subject to the term below.

DELIVERY TIME:

During the order process we will let you know the estimated delivery date in writing. 

All UK orders are delivered via DHL Express (estimated 3-5 days to ship). All international orders are delivered by DHL worldwide Express (3-5 days to ship). Next day deliveries can be arranged where possible and depending on destination. 
 
We are not responsible for delays outside our control. If our supply of the product(s) is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any product(s) you have paid for but not received.

Given the intricate nature of Made to Order Product(s), some reasonable delays may occur. If we notify you of such reasonable delays and you decide to cancel the contract, we reserve the right to charge you for all expenses and outlays incurred by the Maker up to the date of cancellation together with a further amount calculated and notified to you by us acting in good faith (and our determination shall, in the absence of manifest error, be final and binding on parties) on a pro-rata basis proportionate with the state of completion of the relevant product(s) and as notified to you. The same will apply where you have commissioned a Product prior to receiving a shipping quotation.

Any deposit amount previously paid by you to us in respect of Made to Order Product(s) will be applied against any such amounts due to us on behalf of the Maker.

Collection by you:

It may be possible to organise collection from our warehouse or another premises of our choosing. We do not accept responsibility for orders damaged in transit once they have been collected from us.

If you do not re-arrange delivery:

If you do not collect the product(s) from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, or as otherwise specified by the delivery company, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

When you become responsible for the product(s):

The product(s) will be your responsibility from the time we deliver the product(s) to the address you gave us or to a carrier organised by you to collect them from us.

INTERNATIONAL DELIVERIES:

Product(s) delivered to destinations outside the UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. The recipient of the product(s) will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside theUK. If you are ordering product(s) to be delivered to someone else, please make sure they are aware of these additional charges.

For some countries such as the US and Canada, you, the person making the order, may receive a request for payment of these additional charges. In these circumstances, payment by you must be received by the relevant customs authority before delivery of the product(s) will be made.

We can arrange export packing, complete customs documentation and insurance for export orders and when doing so you agree that we will act on your behalf as exporter of the product(s).
When we carry out all customs formalities, we will request payment for these charges from you in a separate invoice. We may also need further information from you in relation to such formalities and you must respond to such requests within 5 days of the request being made or else we may cancel the contract.
If you or the recipient of the product(s) wish to return the product(s), you must request a refund of the customs duties directly with the relevant customs office and must present proof of return. The New Craftsmen is not responsible for dealing with or paying for any associated costs.