Shipping policy

This Shipping Policy explains how physical orders from The Crow & Vellum are processed, fulfilled and delivered.

Some orders are fulfilled directly by The Crow & Vellum, while others may be produced and dispatched on our behalf by approved production and fulfilment partners, including Gelato.

Order processing and production

Processing times vary depending on the product.

Some items are held in stock and may be dispatched directly by The Crow & Vellum.

Other products, including certain prints, framed artwork and made-to-order items, are produced after your order is placed by one of our approved production partners.

Estimated UK delivery is 2–7 working days from ordering, including production and delivery.

Estimated production or delivery times may be displayed on the product page, at checkout or in your order confirmation.

Delivery estimates

Any delivery date or delivery timeframe provided is an estimate unless we expressly state otherwise.

Delivery times may vary depending on:

the product ordered;
production time;
the delivery destination;
the shipping method selected;
stock availability;
the location of the production facility;
carrier delays;
customs processing; and
circumstances outside our reasonable control.

We will take reasonable steps to ensure that orders are delivered within the estimated timeframe.

For UK consumer orders, unless a different delivery period has been agreed with you, goods will normally be delivered without undue delay and within 30 days of the order being accepted.

If we become aware of a significant delay affecting your order, we will contact you where reasonably possible.

Fulfilment partners

Some Crow & Vellum products are produced and shipped by third-party fulfilment partners, including Gelato.

Production may take place at different facilities depending on the product, your delivery address, stock availability and production capacity.

This means that the production or dispatch location may vary from one order to another.

Where possible, our production partners aim to manufacture products close to the delivery destination.

Orders containing multiple products

If your order contains more than one product, the items may be produced or dispatched from different locations.

As a result, your order may arrive in more than one parcel and on different days.

There is no additional shipping charge if your order arrives in separate deliveries.

Shipping charges

Shipping is free on every product, with no minimum order value.

Delivery address

Please ensure that the delivery address provided at checkout is complete and accurate.

Customers are responsible for checking their address details before submitting an order.

If you realise that an address is incorrect, please contact us as soon as possible at:

hello@thecrowandvellum.co.uk

We will try to amend the address where possible, but we cannot guarantee that changes can be made once an order has entered production or has been dispatched.

If an order cannot be delivered because an incorrect or incomplete address was supplied by the customer, additional delivery charges may apply if the order needs to be sent again.

This does not affect your statutory rights where the delivery problem was caused by us or one of our delivery partners.

Delivery responsibility and risk

For consumer purchases, responsibility for the goods normally remains with The Crow & Vellum until the goods are delivered into your physical possession, or into the possession of another person identified by you to receive them.

If you independently arrange your own carrier and that carrier was not offered by us as a delivery option, responsibility may pass to you when the goods are handed to that carrier.

Tracking

Tracking information may be provided for eligible orders once the parcel has been dispatched.

Not all shipping services include tracking.

Where tracking is available, details will normally be sent to the email address supplied with your order.

Please allow some time for tracking information to become active after dispatch.

Delayed deliveries

Occasionally deliveries may be delayed due to circumstances outside our reasonable control, including:

severe weather;
carrier disruption;
customs delays;
industrial action;
transport disruption;
production delays; or
exceptional events affecting fulfilment or delivery networks.

If your order appears to be significantly delayed, please contact us at:

hello@thecrowandvellum.co.uk

and we will investigate the matter.

Lost parcels

If tracking indicates that a parcel has been delivered but you have not received it, please first check:

whether another member of your household accepted the parcel;
any designated safe place;
neighbouring properties where appropriate; and
any delivery information provided by the carrier.

If you are still unable to locate the parcel, please contact us as soon as possible.

If an order is confirmed as lost in transit, we will provide an appropriate remedy in accordance with your statutory rights, which may include a replacement or refund.

Damaged orders

If an order arrives damaged, defective or incorrectly produced, please contact us as soon as possible at:

hello@thecrowandvellum.co.uk

Where possible, please provide:

your order number;
photographs of the item;
photographs showing the damage or defect; and
photographs of the packaging if the parcel was damaged during delivery.

Please refer to our Returns & Refunds Policy for further information.

International delivery

We may offer international shipping to selected destinations.

Available destinations and shipping options will be shown at checkout.

International orders may take longer to arrive due to additional transportation and customs processing.

Some products may not be available for delivery to every country.

Customs, import duties and taxes

Depending on the delivery destination, international orders may be subject to customs duties, import taxes, handling fees or other local charges.

Where these charges are not already included in the price or shipping cost shown at checkout, they may be payable by the recipient.

The Crow & Vellum does not control charges imposed by local customs or tax authorities.

For products fulfilled through Gelato, customs treatment may vary depending on the production location, delivery country and shipping service used.

Where an order is sent on a Delivered Duty Paid basis, applicable import duties and charges are included in the delivery arrangement.

Where an order is not sent on a Delivered Duty Paid basis, the customer may be responsible for charges imposed by the destination country.

Refused or unclaimed deliveries

If a parcel is refused, not collected, or returned to us because delivery could not be completed, please contact us.

Any refund, replacement or redelivery will depend on the circumstances of the order and your applicable statutory rights.

Additional shipping charges may apply where redelivery is required because the customer did not collect the parcel or supplied incorrect delivery information.