Shipping Policy

We carefully prepare and package every order from The Framed Garden. Please review the information below before placing your order.

UK Delivery

Processing times

Most orders are prepared and dispatched within 2–4 working days. Personalised, made-to-order and print-on-demand products may require additional preparation time. Where applicable, the estimated dispatch time will be shown on the product page.

Working days are Monday to Friday, excluding UK bank holidays.

If your order contains products supplied from different locations, your items may arrive in separate parcels. You will not be charged additional postage unless this is clearly stated before checkout.

Delivery times

UK orders are normally sent using Royal Mail or another suitable tracked delivery service.

Estimated delivery following dispatch:

• Standard delivery: 2–4 working days

• Express or upgraded delivery: As displayed at checkout

Delivery times are estimates and may occasionally be affected by postal delays, adverse weather, peak shopping periods or circumstances outside our control.

Once your order has been dispatched, you will receive a confirmation email containing tracking information where available.

Delivery addresses

Please check that your delivery address is complete and correct before submitting your order.

If you notice an error, contact us as soon as possible. We can amend an address only if the order has not yet been dispatched. We cannot redirect or replace an order delivered to an incorrect address supplied at checkout.

Delayed, missing or damaged orders

If your tracking has not updated or your parcel has not arrived within the expected timeframe, please contact us through our Contact Us page. We will check the delivery status and, where appropriate, raise an enquiry with the carrier.

If your order arrives damaged, please contact us within 48 hours of delivery and include:

• Your order number

• A description of the damage

• Clear photographs of the item

• Photographs of the outer packaging and delivery label

Please retain the item and packaging until we confirm the next steps.

International Delivery

Available destinations

International shipping is available only to the destinations shown at checkout. Available countries may change depending on the product, supplier, parcel size or current carrier restrictions.

Some products may be available for UK delivery only. Any restrictions will be shown on the relevant product page or during checkout.

Processing and delivery times

Most international orders are dispatched within 2–5 working days, although personalised, made-to-order and print-on-demand products may take longer.

Estimated delivery following dispatch:

• Europe: approximately 5–14 working days

• Rest of the world: approximately 7–21 working days

These are estimated timeframes and do not include delays caused by customs, local postal services, adverse weather, public holidays or other circumstances outside our control.

International orders may be shipped using Royal Mail International Tracked or another appropriate tracked carrier. Tracking details will be provided where available.

Customs duties, taxes and import fees

International customers are responsible for any customs duties, import taxes, handling fees or other charges applied by the destination country.

These charges are not included in the product price or delivery fee paid to The Framed Garden. As customs rules vary between countries, we recommend checking with your local customs authority before ordering.

We cannot undervalue an order or mark a commercial purchase as a gift on customs documentation.

Customs delays

International parcels may be inspected or held by customs. Unfortunately, we cannot control or predict how long customs clearance will take.

A customs delay does not mean that a parcel has been lost. We will assist with tracking enquiries where possible, but we cannot guarantee delivery by a specific date.

Refused or unclaimed parcels

If an international parcel is refused, left unclaimed or returned because customs charges were not paid, any refund will be processed only after the parcel has been returned to us.

Original delivery costs, return postage, customs charges and other costs incurred may be deducted from the refund where permitted by law. Personalised products may not be eligible for a refund unless they are faulty.

Incorrect international addresses

Customers are responsible for supplying a complete and accurate delivery address, including any apartment number, postcode, state or province where required.

We cannot replace or refund an order that is lost or returned because an incorrect or incomplete address was provided. If the parcel is returned to us, additional postage may be required before it can be sent again.

Separate Deliveries

Some products are dispatched directly by our specialist production or fulfilment partners. If your order includes multiple products, they may arrive separately and through different delivery providers.

You will receive separate dispatch or tracking notifications where applicable.

Pre-orders

Pre-order products will be dispatched according to the estimated timeframe stated on the product page. If your order contains both pre-order and in-stock products, the items may be dispatched together once the pre-order product is available or sent separately.

Questions About Your Delivery

If you have any questions about shipping or an existing order, please contact us through our Contact Us page and include your order number. We will be happy to help.

Last updated: 18 August 2026