Please note: Those in Europe may now pay additional local charges to receive goods following the UK’s exit from the European Union on 1st January 2021. Please check with your local customs authorities. Payment of any fees would need to be paid by the recipient to receive their goods and we’re afraid we cannot be held responsible for any local charges once the package has been shipped from our West London studio.

We deliver worldwide from our London studio! Read on for more information.

Mainland UK Delivery

Standard Mainland UK delivery is usually between 95p and £4.95 per order and free on orders over £50. Express Next Day Delivery is £5.95 for orders placed by 2pm.

Standard Delivery

Standard delivery is by Royal Mail 24 (the business equivalent of first class post) and generally takes 1-3 working days for all items, unless indicated on the product page. This includes the amount of time it takes us to lovingly make and dispatch your order plus the time it takes to reach you. The delivery cost is by size of item to ensure the best value:

Size (see product delivery info)

Delivery

Extra small

95p

Small

£1.95

Medium

£2.95

Large

£4.95

Any size with order over £50

Free

All of our delivery prices include both postage and packaging. For orders with multiple different items, the larger item will determine the postage cost so you only ever pay one charge (as long as all your items are being delivered to the same address).

Please note all delivery times stated are for orders placed by 2pm Monday – Friday (excluding public holidays in England).

Express Delivery

Express Next Day Delivery costs £5.95 and is available on most of our items (including personalised orders) placed by 2pm Monday – Thursday (excluding public holidays for England). Delivery is by the courier DHL and you will receive a text message on the day of delivery with a one hour delivery window.

Express Saturday Delivery costs £8.95 for those orders placed before 2pm on Friday (excluding public holidays in England).

If you have any specific delivery requirements, please call us on 020 3176 0900 and we will do our best to help.

Non-Mainland UK Delivery

Delivery to non-mainland UK (including the Highlands & Islands of Scotland, Northern Ireland and other offshore UK islands) costs the same as mainland UK delivery, but you should allow an additional 2-3 days for your order to arrive.

Express delivery is not available to non-mainland UK addresses. Please contact us on 020 3176 0900 if you would like us to organise this (please note this will cost extra).

International Delivery

International Delivery is by Royal Mail International Tracked post and generally takes 5-8 days to Europe and 10-14 days to the Rest of the World for all items, unless indicated on the product page. This includes the amount of time it takes us to lovingly make and dispatch your order plus the time it takes to reach you. The delivery cost is by size of item and region:

Size (see product delivery info)

Europe

Rest of the World

Extra small

£1.95

£2.95

Small

£7.95

£8.95

Medium

£10.95

£13.95

Large

£12.95

£16.95

All of our delivery prices include both postage and packaging. For orders with multiple different items, the larger item will determine the postage cost so you only ever pay one delivery charge (as long as all your items are being delivered to the same address).

International orders over 2kg will be split into multiple packages (which may arrive at different times) but there will be no additional delivery cost to you.

Please note all delivery times stated are for orders placed by 2pm Monday – Friday (excluding public holidays in England). Royal Mail International Tracked offers a tracking number that will be included in your dispatch email.

We do not offer express delivery outside of Mainland UK, although please contact us on hello@marthabrook.com if you would like us to explore faster delivery (please note this will cost extra).

Claiming loss of delivery

If you have not received your item within the estimated delivery times as stated above (UK: 1-2 days, EU: 6-8 days, Rest of world: 12-14 days), you will need to contact us within 30 days of the estimated delivery date on hello@marthabrook.com or on 020 3176 0900. You’ll not be able to claim for loss of delivery after this period.

For UK deliveries, if the delivery status in Royal Mail says: “we will only provide an update when delivery is attempted”, please contact us within 45 days of the estimated delivery date so we can look in to this further. We will not be able to look into orders with this status after 45 days.

Return & Refunds

Unfortunately, we do not offer refunds on personalised items unless the item is faulty or damaged. If you would like a refund on an item that is not personalised, the item must be returned to us within 30 days of purchase and in the same condition as you received it.

In the unlikely event you receive an incorrect or damaged order, please get in touch with our customer services team who will be happy to assist you further and will provide you with a free returns label. You can reach our customer services team at hello@marthabrook.com or on 020 3176 0900.

General

You will receive an email confirmation once your order is on its way so you can look forward to its arrival.

We will always do our utmost to ensure your order reaches you within the stated delivery times, however please note there are rare occasions where factors outside our control can affect delivery, such as Royal Mail delays.

Please make sure that the shipping address is correct. If you have given us an incomplete address, the wrong address or if you are not in when delivered, your order is unlikely to arrive on time.

If you suspect a lost delivery, please contact us quoting your order number and we will look into it for you. Please note if your order doesn’t fit through the letterbox and there is no one in to receive it, Royal Mail or DHL should leave you a calling card letting you know that a delivery has been attempted and how to rearrange delivery or collect your item.

If you have any questions about delivery before or after ordering please do get in touch with us on hello@marthabrook.com and we will gladly help.

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