Delivery Information

Coronavirus and your delivery:

I feel it's super important for both you and me to try to keep life as normal as possible. I want to thank you for supporting my micro business - I know we're in worrying times at the moment, but I won't let you down and your continued support is MASSIVELY appreciated. We're all going to need each other that little bit more over the coming weeks. Just because we're confined to our homes and apart, doesn't mean we can't all be together. I just want to reassure you -

  • I'm well, open, creating and dispatching as usual - absolutely no one is allowed in my studio apart from me, and my handwashing and hygiene is ALWAYS state of the art! It's business as usual here at PhotoFairytales HQ.
  • All deliveries are continuing - I'm working within the usual turnaround times and there are no delays in my dispatch times. However, I've had to make some slight changes to the way in which items are sent in order to minimise social contact as much as possible and reduce the workload of post office staff. This means your item may be sent in a slightly different way to usual. This doesn't mean that your item will be delayed (in some cases it may actually arrive more quickly!). Please bear in mind that deliveries are often taking longer than usual at the moment - this is outside of my control, and does vary day to day and area to area. Both Royal Mail and couriers are working as hard as they can but service will be impacted due to staff shortages. Some overseas deliveries will also take a little longer than usual to arrive due to localised issues and some countries may be restricted from receiving mail completely (please click here for full up to date details and a list of affected countries).
  • Next Day Delivery & Urgent Orders - Recent changes will affect urgent, VIP prioritised and Next Day Delivery orders so please DO NOT select Next Day Delivery upgrades when placing your order without contacting me first. 
  • Please ensure you read the latest update - I'm keeping a close eye on deliveries, and updating regularly. Before you place your order please make sure you have read the latest information as it may affect your order. Click here to visit the dedicated page.
  • Free Gift Messages & Wrapping - I can post all items direct to your friends and family for you, so if you can't see them in person you can still send gifts! I am more than happy to enclose a free gift message in the parcel wherever possible, and I'm also offering free tissue paper gift wrapping on most items too wherever I can - just ask when you place your order and I'll do what I can for you (pop a message in the 'special instructions' box when you checkout!). There are some items that I can't offer this service for as they're fulfilled by a third party, but in some of these I've been able to offer it as an upgrade option for you and you will now see this option when you view the item. 
  • Personalised Cards - I have now introduced a new 'post for you' service for personalised greeting cards too, so if you're confined to home and unable to get to the post office or letterbox to post a card, I can do that for you (see the greeting cards page for details). I have also greatly increased the number of personalised card designs available for you.

*** Please ensure you have read and understood the changes by clicking here for the latest updates.***

How much is delivery?

Delivery of all orders is free of charge within mainland UK unless otherwise stated and with the exception of Next Day Delivery or delivery upgrades when those options are available.

Orders for delivery outside the UK are welcome, but will incur additional postage costs. To give you peace of mind, overseas orders are sent securely via International Tracked & Signed delivery (or nearest equivalent service) wherever possible - this gives you a tracking number for your item. Delivery takes approximately 3-5 working days for the EU, and 5-7 working days for the Rest of the World. Your parcel may require a signature on delivery and you will be provided with a tracking number. Overseas orders may be subject to additional costs such as import duties which are payable by you on delivery. PhotoFairytales cannot be held responsible for any charges or unforeseen customs delays. The current prices for overseas delivery are as follows:

  • EU - £11 for the first item, £3 for each subsequent item
  • Rest of the World - £15 for the first item, £5.50 for each subsequent item

How long will it take for my order to be dispatched?

Please see the information provided for each product, as turnaround times vary from item to item. When your order has been dispatched I will email you to let you know, and also send you any available tracking information if applicable.

How are items delivered?

Items are sent via Royal Mail or courier and may require a signature on delivery. If you are out when the postman or courier calls they will pop a card through your door to let you know what will happen next (the courier will usually make 3 attempts to deliver your parcel). Please see the individual item page for details about delivery method, or if you are unsure do please contact me and I'll be happy to help.

How long will delivery take? 

Royal Mail aim to deliver 93% of 1st class post within 1-2 working days (Mon-Sat), and to deliver 98% of 2nd class post within 3 working days. Courier deliveries take approximately 3-5 working days for delivery. Please see above for overseas delivery times. These timings may take a little longer if there is adverse weather, peak times such as Christmas, or other occurrenceswhich are outside of my control.

I've upgraded to Next Day Delivery - will my order arrive tomorrow?

If you request Next Day Delivery on your order I will prioritise it as much as I possibly can and will do all I can to dispatch it more quickly for you - but please be aware that I cannot guarantee a faster dispatch time. Next Day Delivery orders are sent via Royal Mail, and they guarantee that your order will be delivered before 1pm the next day (Monday-Friday). If you would like to know if your order will arrive by a specific deadline, please get in touch before ordering and I'll be very happy to advise.

My parcel hasn't arrived - what do I do? 

If you believe your delivery is late, in the first instance do please let me know so that I am aware of what is happening. I am unable to class an item as lost or undelivered until 15 working days after dispatch, as there is still a chance of delivery taking place during this time. (The exception to this is Next Day Delivery - if your item hasn't arrived on the due day please let me know and I will organise a replacement for you.) When you feel an item has been delayed (for example, after a week has passed) for Royal Mail deliveries please check with your local sorting office to see if the parcel is being held there (you can find your local office by clicking here), and also check with your neighbours and any outbuilding or areas where a parcel may have been left. In many cases the items I dispatch are either too large to be posted through a letter box, or require a signature on delivery (if you're unavailable to sign when the postman calls he won't be able to deliver it). If the postman is unable to deliver he will leave you a card stating this and explaining where your parcel is. However, this doesn’t always happen and there is a chance that your parcel will have simply been taken back to the sorting office or depot, or left with a neighbour, without you being notified. If after 15 working days your parcel has still not arrived I will raise a claim with Royal Mail or the courier, and organise a replacement of your item to be sent to you free of charge. In my experience, it is extremely rare that a parcel has actually been lost - in most cases it does arrive, just a little later than expected. I understand that this can be inconvenient, but unfortunately once an item has been dispatched the delivery time is out of my control. However, please be assured that I will do all I can to help you and I will stay in contact with you until you have received your item.

My parcel has arrived damaged... 

Thankfully this happens very rarely, but if your parcel has arrived in a damaged state please contact me straight away to let me know. I will ask you to please keep the damaged item and all packaging material, and to send me photographic evidence, so that I can start a claim with the carrier. I will also issue you with a replacement item free of charge. (Please note: if you do not keep the damaged item and packaging, or send me photographic evidence of the damage, I won't be able to replace the item.)

A note about packaging

Wherever possible, I use packaging made from cardboard and paper that you will be able to place in your recycling bin. Please remove any tape or bubble wrap. I always try to re-use any bubble wrap, card, and plastic packaging as much as possible, for example re-using wrap that has been used to deliver my own supplies rather than purchasing new. The clear presentation sleeves I use for my prints are made from polypropylene. This is a type of plastic that can be recycled and used in other products, so you can put it in your recycling bin.

 

If you have any further questions not covered here you may be able to find the answer over on the FAQ and Terms & Conditions page - alternatively please don't hesitate to get in touch and I'll be more than happy to help.