Shipping policy

Our Current Shipping Options & Charges are shown at Checkout.

We primarily use the following Royal Mail services for Domestic Shipping, however we reserve the right to use an alternative service or provider at any time:

Royal Mail Tracked 48 & Royal Mail Special Delivery. For full details of what these services provide please visit the Royal Mail website.  

For International Orders we primarily use Royal Mail, DHL and FEDEX services.

EXPRESS SHIPPING TIMINGS 

If you choose Express Delivery, you will receive a notification from DHL EXPRESS ON-DEMAND DELIVERY (ODD) and will provide you with email/SMS updates about your shipments progress and estimated delivery date/time. If the shipment doesn’t fit your schedule the 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your shipment. Example ODD image below.

Free Shipping

From time to time we provide free shipping to our customers based on specific purchase amounts. This amount may vary from time to time but will always be clearly marked on our website and during checkout when available.

Shipping Processing

We do our very best to get your orders out within one to two working days where possible. Please note as a small independent business we currently cannot ship orders on our days off from the business and on days where there are no postal collections. These are currently Saturday, Sunday & Tuesdays so all orders placed during these times will be packed asap but ship the next working day. 

Please note that oversized items or larger orders may be subject to further shipping charges. If this applies to your order you would be contacted prior to shipping by our customer services team and an additional payment may be required. This is handled on a case by case basis and is dependent upon several factors including weight, size and shipping conditions to your country.

Can I collect my order from the This Thing Of Ours Shop?
Yes you can. Select ‘Collect from store’ from the delivery options at the checkout, print off your order confirmation or order number and bring it with you to the shop. Please allow at least one hour before coming to collect.
If you then change your mind and would like to have your order delivered then we will need to take a payment by PayPal or Card Payment to cover the cost.

How do I know if my order has been shipped?
You will receive a dispatch confirmation email to confirm your order has left This Thing Of Ours. Where applicable this email will contain tracking details so that you can track your parcel. If you don't think you have received this firstly check your junk folder and if still not received contact us to resend if required. 

Can I cancel my order after it has been placed? 

It might not always be possible to stop your order even if you have not yet received a tracking number. Your item could already be packed and waiting for collection. If we can locate and cancel your order we will do so but we have the right to charge an administration fee of £5 should the order have already been packed. This £5 admin fee would be deducted from your refund. 

Can I track my parcel?
All orders shipped are trackable. We will email you tracking details as soon as the parcel has been shipped. Please check your junk folder if you don't initially see this email. 

Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.

Can I change the delivery address after I have placed my order?
It is often not possible due to security reasons but if you have made a mistake with your delivery details then contact info@thisthingofours.co.uk straight away and we will do our best to update them if we can. If the order has already left our office or has been packed the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.

Why have I been asked for additional information?
We sometimes need to carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive. Please refer to our privacy policy for more info on how we handle your data.

What happens if I’m not home when my order is due to be delivered?
Royal Mail, DHL or FedEx standard procedures will apply. Please see their website for details.

Can someone else sign for my delivery?
Yes they can. This Thing Of Ours accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered. Always check with your neighbours before contacting us if you see your parcel has been delivered but don't believe you have signed for it. This can save us a lot of hassle and often turns up that a neighbour has accepted the delivery on your behalf. 

Will I have to pay customs and import charges?
Any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges. We currently offer multiple shipping options including DAP (Duties & Taxes Paid on Import)and DDP (Duties & Taxes Paid at Checkout) options where possible.

Where choosing DAP delivery we cannot tell you what the import costs will be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Please Note, any orders returned to us due to non payment of import fee's may be subject to a re-stocking fee of £25 deducted from any subsequent refund to cover additional administration work involved. 

Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.

I have been contacted for further information for by my country customs department?
Each country will have their own goods import procedures and these can vary across countries. for example, from our experience USA customs sometimes require further details about high value orders, such as manufacturer details or IRS numbers. If you have an order stuck in customs, please contact info@thisthingofours.co.uk quoting your order number and we will help you resolve the matter as fast as possible.

Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 15 working days from you receiving your despatch email then please contact info@thisthingofours.co.uk and we will investigate for you.

Check first that you haven’t been left a card from the couriers or that it hasn't been delivered to a neighbour. 

What happens if my parcel gets lost?
It's very rare but things occasionally go missing in the post. Don’t worry, we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once a solution has been agreed with the shipping provider or where the required time has passed, stated by the relevant shipping company in their terms. Please note this can be up to 3 months. 

If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations.

Generally we need to wait 10 business days from dispatch for national and 20 business days for international to begin investigating missing parcels.

Do you deliver to PO BOX addresses?
Unfortunately we're currently unable to deliver to PO boxes.