Shipping policy

Shipping Policy

At Custom Threads, we are committed to delivering your personalized items safely and promptly. Please review our shipping policy below to understand our process.

1. Order Processing Time

  • Processing Time: As all our items are custom-made to your specifications, please allow 10 business days for processing and production before your order is shipped. The processing time may vary based on the complexity of your order or the volume of orders we are handling.
  • Business Days: Our business days are Monday through Friday, excluding public holidays. Orders placed on weekends or holidays will be processed on the next business day.

2. Shipping Times and Delivery

  • UK Orders: Once your order has been processed and dispatched, estimated delivery time is between 1 and 2 working days depending on the delivery option you choose at checkout.

3. Shipping Methods

  • Royal Mail tracked 24

4. Shipping Costs
Shipping costs are calculated based on the size, weight, and destination of your order. These costs will be clearly displayed at checkout. Free shipping may be offered on orders over a certain amount. Please refer to the website for current offers.

5. Delivery Issues

  • Missing or Lost Packages: Once your order is shipped, we are not responsible for any delays or losses caused by third-party carriers. If your order is lost or delayed, please contact the carrier directly.
  • Wrong Address: Please ensure that you provide the correct delivery address when placing your order. We are not liable for shipping delays or lost packages due to incorrect address information. If you realize there’s an issue with your address after placing your order, please contact us as soon as possible, and we will do our best to assist.

Once your order has been shipped, you will receive an email with tracking information. You can use this information to track your order’s status.

8. Delays in Delivery
While we aim to fulfill all orders within the estimated timeframes, please be aware that shipping times may be subject to delays due to unforeseen circumstances such as weather, high demand during busy seasons, or carrier issues. We cannot be held responsible for such delays.

9. Incorrect or Damaged Items
If you receive an incorrect or damaged item, please contact us within 5 days of delivery. We may ask for photos of the issue to assist in resolving it promptly.

10. Returns and Exchanges
As outlined in our [Refund and Exchange Policy], custom items cannot be returned or exchanged unless they are faulty or incorrectly made. If your order qualifies for a return or exchange, please refer to our policy for the process.

11. Contact Us
If you have any questions regarding shipping or need further assistance, feel free to reach out to our customer service team at:
customukthreads@gmail.com