Delivery & returns
How long we take, what postage costs, and what to do if something needs to come back.
Last updated 20 October 2026
Making
Everything is made or packed to order in our workshops in London and Leicester. Orders are posted within 5 working days. Working days are Monday to Friday, excluding UK bank holidays. Delivery times below start once your parcel is posted — the making comes first, express or not — and we email you its tracking number when it is. You can follow it any time on Track your order with your order number and email address.
Delivery
The price you pay is always shown at checkout before you pay. If anything below differs from checkout, checkout is right — and please tell us.
Prices include UK VAT. For delivery outside the UK we remove UK VAT at checkout; EU orders then pay their own import VAT, collected at checkout.
United Kingdom
- Price
- £4.95
- Service
- Standard — Royal Mail Tracked 48
- Delivery time once posted
- 2–3 working days
- Express
- £6.95 — Royal Mail Tracked 24, the next working day once posted.
Europe
- Price
- £13.95
- Service
- Royal Mail International Tracked
- Delivery time once posted
- 3–6 working days
- Customs — EU countries delivered duties paid
- Delivered duties paid. The import VAT, the EU customs duty and the carrier’s customs handling fee are added at checkout and we pay them at the border, so there is nothing to pay on delivery. Duties paid to: Austria, Belgium, Cyprus, Denmark, Estonia, Finland, France, Germany, Ireland, Italy, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Spain and Sweden.
- Customs — Bulgaria, Croatia, Czechia, Greece, Hungary, Latvia, Lithuania, Poland, Romania and Slovenia, Norway, Switzerland and the rest of Europe
- Parcels are posted from the UK, so import VAT, duty or a handling fee may be charged on arrival. These are set by the destination country and are the recipient’s to pay. Our carrier can’t deliver duties paid to these EU countries, so no import VAT is added at checkout: it is charged on arrival instead.
Rest of the world
- Price
- £24.95
- Service
- Royal Mail International Tracked
- Delivery time once posted
- 5–10 working days
- Customs and import charges
- Posted from the UK. Import duties or taxes may be due on arrival and are the recipient’s responsibility.
We post tracked, without a signature, so the parcel can be left safely if you’re out. Risk passes to you when it’s delivered to the address you gave us. We will always deliver within 30 days of your order unless we’ve agreed something longer with you.
Returns
- Changed your mind? You can cancel from the moment you order until 14 days after delivery, then send it back within 14 days. Return postage is yours, and we refund within 14 days of getting it back.
- Personalised items — anything carrying your own words, such as embossing or a Nameplate — can’t be cancelled for a change of mind.
- Faulty, damaged or not what you ordered? Always put right, personalised or not, and the postage is ours.
To start one, use our returns page. The full detail is in our terms of sale. Questions: hello@cartelle.co.uk.
Where a figure reads “To be confirmed”, we haven’t fixed it yet.