Shipping policy

Turner & Walker Ltd – Shipping Policy

Effective Date: October 2025

1) Dispatch Timeframes

Most orders require artwork approval before dispatch. Where a proof is issued, orders approved by proof are dispatched within 48 hours (working days). Where a proof is not issued (at our discretion, per our Terms of Service), dispatch occurs within 48 hours of the artwork being marked complete.

2) Delivery Timeframes (UK)

  • Standard tracked delivery typically arrives within 3–5 working days from dispatch.
  • Delivery windows are estimates, not guarantees. Peak seasons, adverse weather, carrier backlogs and other external factors can extend these timelines.

3) Services, Carriers & Tracking

  • All shipments are sent via trusted, tracked services. 
  • We do not ship to PO Boxes, military compounds, or addresses without a fixed number or name.
  • Signature on delivery may be required for higher-value shipments at our discretion.

4) Address Accuracy & Changes

  • Please ensure your shipping address is complete and accurate at checkout.
  • Address changes can only be accepted in writing by email and prior to dispatch. Once shipped, we cannot reroute parcels.
  • Parcels returned due to incorrect/incomplete addresses, missed deliveries, or refusal will require a new shipping fee for re-dispatch.

5) International Shipping

  • Transit times vary by destination and are outside our control once handed to the carrier.
  • Customs duties, import VAT/taxes, brokerage fees and any local handling charges are the recipient’s responsibility and are not included in our prices or shipping fees.
  • Customs inspections can delay delivery; such delays do not constitute grounds for cancellation or refund.

6) Damage, Loss & Non-Delivery

  • Damage in transit: Notify us within 24 hours of delivery with clear photos of the packaging and the product. Once verified, we will replace the item. Replacements only; no monetary refunds.
  • Lost parcels: If tracking shows no movement beyond the carrier’s investigation window, we will arrange a replacement. Carrier investigations must complete before we replace.
  • Late delivery: Delivery estimates are not guaranteed and delays do not entitle you to a cancellation or refund (see Terms of Service).

7) Split Shipments & Part Dispatch

  • We may ship items separately to meet timelines or protect goods in transit.

8) Shipping Fees

  • Shipping fees are shown at checkout and are non-refundable.
  • If a parcel is returned to us due to non-collection, refusal, or an incorrect address, a new shipping fee will be required to resend.

9) Holiday Cut-Offs & Peak Periods

  • Peak periods (e.g., November–December) may extend both production and carrier timelines. Please order early if you have a specific date in mind.

10) Communication

  • All communications are handled by email to ensure instructions are accurate and recorded. We do not offer a call service.
  • For updates, please include your order number and reply to your order confirmation email.

11) No Returns

All orders are custom, bespoke artworks and are non-returnable and non-refundable. Where eligible issues occur (damage, incorrect item), we provide replacements only in accordance with this policy and our Terms of Service.

Questions? Email support@turnerandwalker.co.uk