Shipping and Delivery
We are shipping orders promptly and on a daily basis and we are pleased to report that despite the continuing crisis the vast majority of parcels are arriving at their destinations within the estimated time frame.
Please scroll down for details of what to do if your order is late or arrives damaged. We are checking emails regularly and we will reply to any queries as fast as we can.
If you would like to place an order, as a small independent business, we would really appreciate your support.
EU ORDERS UPDATE
Good news for our EU customers! We have successfully registered for the Import One Stop Shop (IOSS) which will allow us to collect and pay taxes on all EU orders under €150 (£135) at checkout. This will avoid our EU customers being presented with any unexpected charges on delivery, and will speed up parcels being processed through customs when they reach their destination country.
Orders over the €150 (£135) threshold are not part of this scheme and will be treated differently. If you have any questions please do not hesitate to contact us here and we will be happy to help.
Our registration in the scheme took effect from midnight on 26th November, 2021
Any seasonal FREE shipping codes will be advertised as a site notice at the top of the home page of our site.
We offer FREE standard shipping automatically on all orders over £60 (UK) and on all orders over £120 (Europe and Rest of the World). We also offer a next day service to the UK and an express service to the USA.
We aim to ship the majority of products within 1-2 working days of receiving an order, however there can be small delays during our busiest periods. Shipping estimates are based on traditional working days (Monday - Friday). Calculations do not include Saturdays or Sundays.
Estimated delivery dates are only a guideline and are not guaranteed. Although the majority of parcels arrive on time external factors beyond our control can delay your order. Your order is important to us.
The shipping options available to you will be displayed at checkout when you enter your delivery address and location.
Shipping to the UK - We offer two services within the UK. Our Standard service is sent via Royal Mail 24 (delivery aim 2-3 working days) and our Next Day service is sent via Royal Mail’s Special Delivery service. Please note - for next day delivery, orders have to be placed before 2pm (Monday to Friday only). Orders placed over the weekend are dispatched on Monday for a Tuesday delivery.
We receive proof of posting and delivery with Royal Mail 24 service.
Shipping to Europe - All orders to Europe (EU countries) are sent tracked on our Standard Tracked service. Parcels are sent via Royal Mail International Tracked (delivery aim 5-7 working days).
Shipping to Rest of World Zone 1 (including North America, Australasia, Norway and Switzerland) – All orders to Zone 1 are sent tracked on our Standard Tracked service. Parcels are sent via Royal Mail International Tracked (delivery aim 8-10 working days).
We also offer an Express service to the USA. Parcels on this service are sent via UPS or DHL (delivery aim 3-4 working days).
Shipping to Rest of World Zone 2 (including Africa, Asia, Central and South America, Far and Middle East) – All orders to Zone 2 are sent tracked or signed for on our Standard Tracked / Signed service. Parcels sent on this service are sent via Royal Mail Tracked or Royal Mail International Signed (delivery aim 15-20 working days).
Orders sent outside the UK (this now includes the EU) may be subject to import duties and/or tax and processing fees on delivery. All parcels are sent with the relevant paperwork needed to clear customs. The recipient is responsible for paying any tax levied by their country's custom office.
Estimated delivery dates are only a guideline and are not guaranteed. Parcels can be subject to small delays beyond our control especially at busy periods such as Christmas.
We have to wait 7 working days after a parcel’s estimated delivery date to declare it lost so if your order has not arrived by its estimated delivery date we would suggest that, if possible, you wait a further 7 working days before contacting us. Many missing parcels will arrive within this time frame. For the purpose of calculations we use traditional working days (Monday - Friday).
Your order is important to us and we are always here to help so if you need further information or advice about a missing parcel please do not hesitate to contact us by replying to the confirmation of order or confirmation of shipping email we will have sent you. We are committed to resolving issues as fast as we can.
The majority of our order do arrive safely but unfortunately some do get damaged in transit. We always replace damaged parcels. Please contact us with your order number to report a parcel damaged.
We do occasionally mess up! But we will always rectify our mistakes. Please contact us with your order number if you have received a wrong order.
Dorothy Creative Limited is a limited company no. 6634344. VAT registration no. 935 5892 80. Dorothy is a registered trademark.