Shipping policy
READY TO SHIP VS MADE TO ORDER
Some of the products we sell are "Handmade to Order". This is clearly marked in the product descriptions. The estimated production time will also be stated in the product description. Please ensure you check this before placing an order.
When such an order is placed, we send your specifications to our trusted designers and suppliers so they can get working on your order. Once we receive the product, it will be dispatched to you within 2 working days.
WITHIN UNITED KINGDOM
We are UK owned and operated. All orders placed on our website are sent from our UK based warehouse. We offer Free Standard Shipping for all UK orders over £50.
- Free UK Shipping for all orders £50 or over
- £3 Standard UK Delivery orders under £50
- £12 Special Delivery Guaranteed by 1pm the next day
Standard orders are sent via Royal Mail and take 2-4 working days to arrive after dispatch. Please allow up to 2 working days for us to dispatch, though we endeavour to dispatch within 24hrs.
High value items such as jewellery will be sent via Royal Mail Tracked®.
Royal Mail Special Delivery Guaranteed by 1pm® is offered for the rate of £12. The Guaranteed timed services are ideal for valuable or important items that have to be there the next day.†
† During unprecedented times, such as the COVID-19 pandemic, delivery time guarantees may be subject to change.
OUTSIDE UNITED KINGDOM
We love to spread the SUS&TAIN Lifestyle all over the world, and are excited to offer international shipping to a limited amount of locations. Please see prices below:
- Europe - £12
- World Zone 1 - £10 to £32 (weight dependent and calculated at checkout)
- World Zone 2 - £10 to £32 (weight dependent and calculated at checkout)
- World Zone 3 - £10 to £32 (weight dependent and calculated at checkout)
Please note, international orders may be subject to import duties. We ask that you ensure you are aware of the relevant taxes and duties that apply to you, wherever you may be. We do not cover import duty as part of the price.
World Zone 1 generally covers countries in North America (excluding the USA), South America, Africa, the Middle East, the Far East and South East Asia.
World Zone 2 Covers the following Territories:
| Australia | Belau | British Indian Ocean Territory | Christmas Island (Indian Ocean) |
| Christmas Island (Pacific Ocean) | Cocos Islands | Cook Island | Coral Sea Island |
| Fiji | French Polynesia | French South Antarctic Territory | Keeling |
| Kiribati | Macao | Nauru Island | New Caledonia |
| New Zealand | New Zealand Antarctic Territory | Niue Island | Norfolk Island |
| Norwegian Antarctic Territory | Papua New Guinea | People's Democratic Republic of Laos | Pitcairn Island |
| Republic of Singapore | Solomon Islands | Tahiti | Tokelau Islands |
| Tonga | Tuvalu | US Samoa | Western Samoa |
World Zone 3
This zone consists of the USA.
DISCLAIMER
RESPONSIBILITY FOR SECURE ADDRESSES & COLLECTION OF PARCELS
Our shipping service does not require a signature. The courier will leave your order at the front door, letterbox, or secure location. Once the parcel has been delivered to your shipping address, The SUS&TAIN Store takes no responsibility for any damage or theft that may occur. If you will not be present to accept your delivery or your address is not safe to have a parcel left unattended, we recommend using a business address or an alternative secure address.
RETURN TO SENDER
The SUS&TAIN Store does not take responsibility for uncollected parcels that are returned to sender, or incorrect addresses that are returned to sender. If your tracking states that the parcel has been delivered, please first check with your local post office (either by phone or dropping into the local shop) before contacting us. Alternatively, you can track your order with Royal Mail online.
INCORRECT ADDRESS
If you accidentally provided the wrong address please email us immediately: susandtainstore@gmail.com
Unfortunately, if your parcel has already been shipped we are unable to intercept the parcel to change the address and the cost to have the parcel reshipped will be at the customers expense. The address can only be changed if your order has not been shipped.
IMPORT LIABILITIES AND TAXES
Please note, The SUS&TAIN Store does not cover import liabilities that may be applied by the government of the destination country. We cannot accept any responsibility for customs delays, duties or taxes that may apply in the destination country. Under no circumstances will The SUS&TAIN Store accept any orders back due to rejection of customs charges.
The SUS&TAIN Store is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes.
SHIPPING CHARGES
Shipping charges are non-refundable. If you received FREE shipping on your order and decide to return/refund your items, you will be refunded the order amount minus the actual cost for shipping.