Shipped on time, returned without fuss.

Production time and transit time are quoted separately on every proforma invoice, so you always know which is which.

• Stock items: dispatched within 2–3 working days.
• Standard wholesale orders: 3–5 weeks from deposit.
• Private label with custom packaging: 4–6 weeks.
• Bespoke tooling: 6–10 weeks.

Parcels travel by GLS or DPD within the EU, DHL for the rest of world. Palletised orders go on a tracked freight service with a delivery window agreed in advance.

• Tracking is emailed the moment the batch leaves the workshop.
• Free palletised freight within the EU on orders over €2,000.
• Delivery to a dock, a shop door or a third-party logistics centre — tell us which.
• Weekend and timed deliveries are quoted on request.

For EU buyers we invoice VAT-free on a valid VAT number, and goods move without customs declarations.

• UK and Switzerland: we supply a commercial invoice, EORI/VAT numbers and an origin statement; you are the importer of record unless DDP is agreed.
• Elsewhere: DDP (duties and taxes paid) is available on air freight, quoted per shipment.
• Wooden food-contact goods ship with a declaration of conformity for the finish used.
• FSC chain-of-custody certificate number is printed on the packing list.

Wholesale cartons are double-wall kraft with piece counts printed outside, individual kraft sleeves per piece, and paper void fill — no plastic. Cartons are stacked and corner-boarded for pallet transport, and each master carton lists contents, quantity and gross weight.

Wholesale orders are non-returnable simply because a buyer changed their mind — but anything wrong with the goods is put right, always.

Defects and shortages

• Inspect within 14 days of delivery and email us the order number, affected items and photos.
• We reply within one working day with a replacement, credit note or refund — your choice.
• Replacements ship free on the next dispatch, or standalone if you need them sooner.
• We collect palletised returns at our cost when the fault is ours.

Damage in transit

• Report within 5 working days with photos of the carton and the goods.
• Keep the packaging; it is needed for the carrier claim.
• We replace or credit first, then handle the claim with the carrier ourselves.

Cancellations

• Stock orders: cancel free of charge before dispatch; a 5% restocking fee applies after.
• Production orders: cancel before cutting with a full refund of the deposit; after cutting, we retain the cost of work in progress.
• Private label goods with your artwork cannot be resold, so those are non-cancellable once production starts.

Almost every return we see comes from a dishwasher or a soak. Every carton carries a care card, and we supply shelf-talkers and a short care PDF you can hand to your own customers.