Shipping policy

I. Order processing and production

  1. All products are made to order. Production times vary by product and personalisation options.
  2. Orders enter production after payment is successfully received.
  3. Business days are Monday to Friday, excluding UK public holidays.

II. Dispatch and delivery estimates

  1. Estimated delivery times are shown on each product page and usually reflect:
    1. Production time (making your item), plus
    2. Delivery time (carrier transit after dispatch).
  2. These timeframes are estimates, not guarantees, but we use them to help you make an informed purchase decision.
  3. When your order is dispatched, we will send a dispatch confirmation email, including tracking where available.
  4. If your order contains multiple items, they may be dispatched in separate parcels.

III. Shipping destinations and customs

  1. We offer international delivery. Delivery times can vary significantly depending on location, local postal services, and customs procedures.
  2. For international orders, import VAT, duties, and handling fees may be charged by your country and are the customer’s responsibility unless stated otherwise.

IV. Delays

  1. Delays can occur due to customs clearance, carrier disruption, high demand periods, weather, or events outside our control.
  2. If a delay occurs, we will do our best to keep you informed and work with the carrier to resolve it.
  3. UK and EU/EEA customers: If we fail to deliver within the agreed timeframe (or, where no timeframe is agreed, within 30 days), you may have the right to cancel the order and receive a refund.

V. Risk, delivery and "safe place” instructions

  1. Where delivery is arranged by us, the goods remain our responsibility until they come into your physical possession (or into the possession of someone you nominate to receive them).
  2. If you instruct the carrier to leave the parcel in a specific safe place or with a neighbour, we will treat delivery as completed when the carrier delivers in accordance with those instructions (and records delivery as completed).

VI. Incorrect or incomplete address

  1. Please ensure your delivery address is complete and accurate at checkout.
  2. If an order is delayed, returned, or lost due to an incorrect or incomplete address provided by the customer, we may not be able to offer a free replacement. Where a parcel is returned to us, we can reship it at the customer’s cost.

VII. If you have not received your order

  1. Before contacting us, please:
    1. check your dispatch email (and tracking link if provided),
    2. check with household members/neighbours, and
    3. check any “safe place” location you may have nominated.
  2. If you still cannot locate your parcel, contact us at info@raisedbased.com with your order number. We will investigate with the carrier and, where appropriate, arrange a replacement or refund.