Shipping and Delivery

This Shipping and Delivery Policy explains how we dispatch commissions, the lead times you can expect, and the responsibilities of the customer and the studio in respect of postal delivery. It forms part of, and should be read with, our Terms and Conditions.

1. Lead times

Standard turnaround is three (3) to four (4) weeks from the date of order. As a guide, this comprises:

• up to five (5) working days for the first illustration draft;
• further working days for refinements, depending on response time;
• up to three (3) working days for the sample card to be printed and posted;
• up to ten (10) working days for the full print run and finishing;
• onward postage to you or to your recipients.

Lead times are estimates given in good faith. Production may pause where we are awaiting your approval at any stage, or further information from you.

2. United Kingdom shipping

Within the United Kingdom, commissions are dispatched by tracked and signed-for Royal Mail or an equivalent service. The applicable postage cost is shown at checkout. UK delivery is typically completed within two (2) to three (3) working days of dispatch, subject to carrier performance.

3. International shipping

We ship internationally. International postage is charged at cost and shown at checkout. Estimated delivery times vary by destination and are stated at the point of order. We use tracked services where available.

The Customer or recipient is responsible for any customs duties, import taxes, value added tax, or handling fees levied in the destination country. Refusal of a parcel by a recipient on the basis of import charges does not entitle the Customer to a refund; any return-to-sender charges may be passed on.

4. Direct-to-recipient posting (Deluxe only)

For the Deluxe package, we will have your cards stamped and posted directly to recipients from the list you provide.

• Address accuracy. The accuracy of recipient addresses is your responsibility. We post to the addresses supplied by you without further verification. Cards undelivered owing to incorrect or incomplete addresses are not eligible for refund or reprint.
• Format. We accept addresses by CSV upload or through our in-portal editor. Each address is treated as a single postal destination.
• Postage class. Direct-to-recipient cards are posted by standard mail unless we agree otherwise in writing. Tracking on individual envelopes is not available with standard mail.

5. Risk and title

Risk in the goods passes to the Customer (or to the recipient, where direct-to-recipient posting is selected) on dispatch from our studio. Title in the goods passes on receipt of full payment.

6. Tracking

Where a tracked service is used, we provide the tracking reference on dispatch. Tracking information is provided by the carrier and we are not responsible for delays or inaccuracies in third-party tracking systems.

7. Failed deliveries and return to sender

If a parcel is returned to us undelivered because no one was available to accept it, the address was incorrect, or it was refused at the destination, we will hold it for fourteen (14) days and contact you to arrange redelivery. Redelivery is charged at the prevailing postage rate. After fourteen (14) days without instruction, the parcel may be opened, destroyed, or otherwise disposed of, without any liability on our part.

8. Lost or damaged in transit

Loss or damage in transit is dealt with under our Refund and Cancellation Policy. Please notify us within fourteen (14) days of the expected delivery date.

9. Contact

Questions about shipping should be sent to studio@ottiliepaperie.com.