Shipping policy

Shipping Policy

This Shipping Policy applies to orders placed through the Deeds Cardhouse Ltd website.

Nothing in this Shipping Policy affects your statutory rights.

1. Seller information

This website is operated by Deeds Cardhouse Ltd.

Business name: Deeds Cardhouse Ltd
Business type: Limited company registered in England and Wales
Company number: 16167503
Email: info@deedscardhouse.com

2. Dispatch location

Orders are dispatched from the United Kingdom.

We aim to pack and dispatch orders carefully, using packaging suitable for the item type, size, weight, and value.

3. Dispatch times

We aim to dispatch orders within 2 working days after payment has been received.

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

Orders placed after Friday 12:00pm, at weekends, or on UK bank holidays may be processed on the next business day.

Dispatch times are estimates and may vary during busy periods, product launches, promotions, holidays, stock counts, courier disruption, or other events outside our reasonable control.

4. Delivery options

Available delivery options, prices, and estimated delivery times are shown at checkout.

Delivery options may vary depending on:

the delivery address;
parcel size and weight;
order value;
product type;
carrier availability;
delivery restrictions;
marketplace or payment-provider requirements.

We may use Royal Mail, Evri, DPD, UPS, Parcelforce, or another suitable courier depending on the order and delivery service selected.

5. Delivery estimates

Delivery dates and delivery windows are estimates only unless expressly stated otherwise.

We are not responsible for delays caused by Royal Mail, couriers, strikes, weather, customs checks, peak-period congestion, incorrect address details, failed delivery attempts, local delivery issues, or events outside our reasonable control.

If a delivery delay occurs, we will take reasonable steps to help investigate the issue with the carrier.

6. UK delivery

UK delivery options and prices will be displayed at checkout.

Estimated UK delivery times will depend on the delivery service selected.

Typical delivery options may include standard, tracked, signed-for, or upgraded delivery services, where available.

A tracked or signed-for service may be required for higher-value orders, certain products, or orders that trigger fraud-prevention checks.

7. International delivery

International delivery may be available to selected countries.

International delivery options, prices, and estimated delivery times will be shown at checkout where available.

International customers are responsible for checking that the item can be legally imported into their country before ordering.

International orders may be delayed by customs, import checks, local postal services, courier clearance processes, or unpaid import charges.

8. Customs, import VAT, duties, and fees

For international orders, the customer is responsible for any customs duties, import VAT, taxes, courier handling fees, customs clearance charges, or other charges applied by the destination country, unless these are collected at checkout.

We are not responsible for delays, returns, refused parcels, or additional charges caused by customs processes or unpaid import charges.

If an international parcel is returned to us because import fees were not paid, customs clearance was not completed, delivery was refused, or the parcel was not collected, we may deduct the original delivery cost, return cost, carrier fees, and any charges we are permitted to deduct from any refund.

9. Delivery address

The customer is responsible for providing a complete and accurate delivery address at checkout.

Please check your delivery details carefully before placing your order.

We are not responsible for delays, failed delivery, return-to-sender costs, redelivery costs, or loss caused by incorrect, incomplete, outdated, inaccessible, or invalid address details provided by the customer.

Once an order has been placed, we may not be able to change the delivery address.

For security reasons, we may refuse to change a delivery address after checkout, especially where the payment provider, fraud-prevention process, or carrier rules do not allow it.

10. Failed delivery, refused delivery, or uncollected parcels

If a parcel is returned to us because:

the address was incorrect or incomplete;
delivery was refused;
the parcel was not collected;
the customer was unavailable;
the delivery location was inaccessible;
import fees were not paid;
the carrier could not complete delivery due to customer action or inaction;

we may offer redelivery at the customer’s cost or refund the order after deducting any delivery, return-to-sender, redelivery, carrier, or handling costs we are permitted to deduct.

If the issue was caused by us or by the carrier, we will not deduct those costs.

11. Orders marked as delivered

If tracking shows that an order has been delivered but you have not received it, please contact us as soon as possible.

Before we can investigate with the carrier, we may ask you to check:

household members;
neighbours;
reception areas;
parcel lockers;
communal post areas;
nominated safe places;
local delivery offices;
delivery photos;
GPS or proof-of-delivery information, where available.

If the parcel is confirmed as lost before delivery, we will resolve the issue in line with your statutory rights.

If the parcel was delivered in line with the delivery address, delivery instructions, safe-place nomination, or carrier proof-of-delivery evidence, we will review the case with the carrier and respond based on the available evidence.

12. Lost parcels

If your order has not arrived within the expected delivery window, please contact us.

We may need to wait until the carrier’s investigation window or lost-parcel timeframe has passed before treating the item as lost.

If the carrier confirms that the parcel has been lost before delivery, we will offer an appropriate resolution, which may include a replacement or refund.

We may ask the customer to complete any reasonable declaration or confirmation required by the carrier as part of the lost-parcel investigation.

13. Damaged parcels

If your order arrives damaged, please contact us as soon as possible.

Please keep the item, outer packaging, inner packaging, protective materials, and delivery label until the issue has been resolved.

We may ask for clear photos or video of:

the damaged item;
the external packaging;
the internal packaging and protective materials;
the delivery label;
visible courier damage;
any missing, cracked, bent, torn, crushed, or affected parts.

This evidence helps us assess the issue and raise a claim with the carrier where required.

Please do not dispose of, alter, use, repair, resell, or further damage the item before the issue has been resolved.

14. Split shipments

We may send items from the same order in separate parcels where appropriate.

This may happen because of item size, weight, stock location, packaging requirements, order value, or carrier restrictions.

If your order is split into multiple shipments, you may receive more than one tracking number.

15. Pre-orders, backorders, and delayed items

If a product is sold as a pre-order or backorder, the estimated dispatch date will be shown on the product page or communicated before dispatch.

Pre-order and backorder dates are estimates and may change due to supplier delays, shipping delays, customs checks, manufacturing delays, or events outside our reasonable control.

If a material delay occurs, we will contact you where appropriate.

16. Packaging

We package orders with the aim of protecting the item during normal transit.

Packaging may vary depending on the item, order size, courier requirements, packaging availability, and environmental considerations.

Where suitable, we may reuse clean and appropriate packaging materials.

17. Delivery restrictions

Some products, delivery services, or destinations may be unavailable due to carrier restrictions, customs rules, marketplace rules, product size, product weight, or legal restrictions.

We reserve the right to cancel and refund an order where we cannot safely, legally, or reasonably deliver it to the address provided.

18. Incorrect or missing items

If you believe your order contains an incorrect item or an item is missing, please contact us as soon as possible with your order number and details of the issue.

We may ask for photos of the parcel, packaging, delivery label, packing slip, and items received so that we can investigate.

Where an error is confirmed, we will resolve it in line with your statutory rights.

19. Cancellations after dispatch

If you ask to cancel an order after it has already been dispatched, the parcel may still be delivered to you.

Once an order has been packed, labelled, handed to the courier, dropped off, collected, or marked as dispatched, we may not be able to stop delivery.

If the item has already been dispatched and you wish to cancel because you have changed your mind, this will usually be handled under our Returns, Cancellations & Refunds Policy.

For change-of-mind returns, the customer is responsible for return postage unless the law requires otherwise.