Shipping & Returns


Shipping

Estimated shipping times

We aim to dispatch orders within 1–3 business days. Delivery times vary depending on the shipping service selected and the destination. The following timeframes apply from the date of dispatch:

  • UK Standard – Evri Tracked: 3–5 business days*
  • UK Priority – DPD Tracked: 1–2 business days*
  • International Tracked (Europe): 5–10 business days*
  • International Tracked (Rest of World): 7–14 business days*

*These delivery estimates begin from dispatch and do not include the processing period of up to 3 business days. Business days exclude Saturdays, Sundays, and UK bank holidays.

Delivery estimates are not guaranteed. Once your order has shipped, it is handed to the courier, who completes delivery according to their standard procedures. Fulfilment may take longer during peak periods such as product launches, holidays, and promotional events. We may substitute the advertised carrier based on operational requirements at the time of dispatch.

Do you ship worldwide?

Yes, we ship to most countries worldwide. If you live in a rural area or a remote island, please contact us before ordering so we can confirm delivery is available to you.

Why is my parcel “awaiting export to the Netherlands”?

Some international orders are routed through a distribution hub in the Netherlands before being forwarded to the destination country. Once the parcel arrives locally, it is handed to the national postal service for final delivery. This is a normal part of the journey and doesn’t mean anything has gone wrong.

Customs fees and import duties

Customs duties, taxes, and import fees are set by the destination country’s authorities and are the responsibility of the customer. They are not included at checkout. We recommend checking your country’s customs thresholds and fees before ordering so there are no surprises on arrival.

Please note:

  • We are unable to cover, reimburse, or refund customs duties, taxes, or import fees.
  • We cannot influence or control customs clearance times, which may delay delivery.
  • All international shipments are declared accurately, with the correct contents and order value, in line with shipping regulations.

If customs charges are refused, or a delivery is unsuccessful and the parcel is returned to us, any return shipping costs incurred will be deducted from your refund. For details on import charges, please contact your local customs or tax authority.

Where is my order?

Once your order ships, you’ll receive a dispatch email with your tracking link. Please allow 24–48 hours for the first tracking update to appear. After dispatch, your parcel is handled entirely by the courier, so the courier’s tracking system will always have the most up-to-date information.

Through the courier’s tracking platform you can usually:

  • Track your parcel in real time
  • Choose a safe place or nominate a neighbour
  • Redirect to a local pickup point or locker

Evri and DPD tracking can be accessed via the link in your dispatch email. Please bear in mind that reduced transport capacity, high parcel volumes, postal strikes, and weather disruption can all cause delays that are beyond our control. (See “Designated safe place” below for how safe-place delivery works.)

Tracking isn’t working

Tracking can take up to 48 hours from dispatch to become active, and some couriers take several business days to add further updates. Please contact our Customer Support team if your tracking number:

  • Doesn’t work within 48 hours of dispatch, or
  • Hasn’t updated after 5 business days.

We’ll be happy to investigate for you.

Missed a delivery?

If delivery is attempted while you’re out, your parcel may be returned to the local depot, held for collection, or queued for redelivery. Please use your tracking reference to arrange redelivery directly with the courier. Unclaimed or refused parcels are usually returned to the sender.

Collection point deliveries

If your parcel is sent to a local collection point, it will be held for 7 days before being returned to us. Please bring your missed-delivery notice and a photo ID matching the delivery address when collecting your order.

Forwarding addresses and PO boxes

We can ship to forwarding addresses and PO boxes, but we recommend using your own address where possible. We’re unable to refund or replace orders that are lost after delivery to a forwarding address.

Order shipped to an incorrect address

Please double-check your shipping details at checkout, as we only have a short window to amend an address after an order is placed. If you spot a mistake, contact our Customer Support team straight away with your order details and the correct address – please include the store name and your order number, which you’ll find in your email notifications.

We’ll do our best to help before dispatch, but changes can’t be guaranteed once processing has begun. If your order has already been dispatched, we’re unable to redirect it, and we can’t take responsibility if it’s delivered to the address provided at checkout.

Cancelling an order

Once an order has shipped, it can’t be cancelled – you’ll need to follow our returns procedure instead (see Returns & Refunds below).

Order returned to sender

Customers are responsible for monitoring their tracking. A parcel may be returned to us if it is:

  • Refused or rejected on delivery
  • Subject to unpaid customs charges
  • Sent to an incorrect or incomplete address
  • Left unclaimed with customs or the postal service
  • The result of missed delivery attempts

If a parcel is returned to us, the original shipping charge is non-refundable. International returns can take up to 12 weeks to reach us. Once a returned parcel arrives, we’ll issue a refund minus shipping costs and any applicable return fees. Until a parcel has been returned to us or officially declared lost by the courier, we’re unable to issue a refund or replacement.

Lost in transit claims

First, please check your tracking for updates from the local delivery office, as they hold the most current information against your tracking reference. Before contacting us, please run through these quick checks:

  • Check your surroundings: look around the property (porch, shed, bins) and ask neighbours or household members whether the parcel was accepted on your behalf.
  • Verify your address: confirm the shipping address at checkout was correct.
  • Check with the courier: use your tracking link to review delivery updates or any photo evidence of delivery.

If you still can’t locate your parcel, contact us and we’ll open an investigation with the courier. Depending on the courier, you may be asked to complete a DNOR (Did Not Receive Order) declaration. Courier investigations can take up to 10 business days.

Missing-parcel claims must be submitted within these timeframes:

  • UK (domestic) orders: within 10 days of the shipment date
  • International orders: within 28 days of the shipment date

Claims submitted outside these windows can’t be guaranteed a resolution. Until a missing parcel has been returned to us or officially declared lost by the courier, we’re unable to issue a replacement or refund.

If a refund is issued and the courier later attempts delivery, please either refuse the parcel so it returns to us, or contact us to arrange its return. Customers are asked to take reasonable care of any goods while they remain in their possession.

Designated safe place

Safe-place delivery is arranged directly with the courier using your tracking reference. A safe place should be secure, weatherproof, and out of sight. Please note that if you request safe-place delivery, this is done at your own risk: couriers may reject claims for parcels lost or stolen after a safe place was authorised, and we’re unable to accept responsibility for parcels lost or stolen after safe-place delivery.

Returns & Refunds

Can I exchange my order?

We don’t currently offer exchanges. Instead, simply return your item(s) and place a new order for the size or item you’d like – our designs sell out quickly, so reordering is the best way to make sure you don’t miss out. Your refund is processed once we’ve received your returned item(s).

Returning an item

Please contact our customer service team within 14 days of delivery to let us know you’d like to return something, and we’ll send you instructions. You then have 14 days from notifying us to send the item back, and we must receive all returns within 28 days of the delivery date for them to be eligible for a refund.

A few things to know:

  • Customers are responsible for return shipping costs unless an item was sent in error, or is damaged or defective – please contact us before returning any item.
  • Original postage and packaging fees are non-refundable unless an item was sent in error, or is damaged or defective.
  • Items must be returned in their original, unworn, unwashed condition, free of pet hair, in their original packaging, and complete with all original labels and tags.
  • Any free promotional items included with an order must also be returned if the full order is returned.
  • Please mark the parcel clearly as “RETURNED GOODS.” Any duties on returned goods remain the customer’s responsibility.
  • Please include the store name and your order number (both are in your email notifications).

You can use any suitable box or bag to return your items, and you may use any courier you like – please keep your proof of postage (your receipt) until your refund is confirmed. You remain responsible for the items until they reach us. Once received, every return is inspected against the conditions above. Anything that doesn’t meet them will be returned to you and won’t be refunded until those conditions are met.

Items we can’t accept

For hygiene and other reasons, we’re unable to accept returns on:

  • CDs, DVDs, vinyl, or cassette tapes where the seal has been broken
  • Face coverings (non-returnable)
  • Pierced jewellery
  • Swimwear or lingerie
  • Perishable goods, such as food

How long do returns take to process?

Once we’ve received your return, please allow up to 10 business days for processing – we always aim to be faster. After processing, any eligible refund is issued to the original payment method used at checkout.

Where is my refund?

Once a refund has been submitted, it usually takes 1–5 business days to appear in your account. The exact timing depends on your bank or payment provider and can vary slightly between institutions.

I need help with my order

If you can’t find the answer above, please get in touch at support@allotmentproductions.com, and we’ll be happy to help. Remember to include the store name and your order number – both are in your email notifications.