Shipping policy
SHIPPING POLICY
Last updated: 15 January 2026
Processing Time
All our products are handcrafted and personalised to order. Our typical processing timeline is:
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Order Placement
- You complete your purchase
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Personalisation Details
- Email us at blackphoenixdesigns1@gmail.com with your order number and personalisation details (name, date, design choice, etc.)
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Proof Approval
- We create your design and send you a proof for approval (usually within 1-2 business days)
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Production
- Once you approve the proof, we handcraft your item (5-7 business days)
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Dispatch
- Your order is carefully packaged and shipped
Total time from proof approval to dispatch: 5-7 business days
Shipping Methods and Costs
We offer the following shipping options within the UK:
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Standard Delivery
- 3-5 business days (shipping cost calculated at checkout)
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Express Delivery
- 1-2 business days (shipping cost calculated at checkout)
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Local Collection
- Free (available for local customers - contact us to arrange)
International Shipping
We currently ship to [specify countries if applicable]. International orders may take 7-14 business days depending on destination and customs clearance. Customers are responsible for any customs duties, taxes, or import fees.
Order Tracking
Once your order is dispatched, you'll receive a shipping confirmation email with tracking information so you can follow your package's journey.
Shipping Address
Please ensure your shipping address is correct at checkout. We cannot be held responsible for orders shipped to incorrect addresses provided by the customer. If you need to change your shipping address, contact us immediately at blackphoenixdesigns1@gmail.com.
Damaged or Lost Packages
If your item arrives damaged, please contact us within 48 hours of delivery with photos of the damage. We'll arrange a replacement or refund.
If your package appears lost in transit, please contact us and we'll work with the courier to locate it or arrange a replacement.
Delays
While we strive to meet our stated timelines, please note that:
- Busy periods (Christmas, Valentine's Day, Mother's Day) may result in longer processing times
- Courier delays are beyond our control
- Custom or complex personalisation requests may require additional time
We'll always communicate with you if there are any delays with your order.
Contact Us
For questions about shipping or to track your order:
- Email: blackphoenixdesigns1@gmail.com
- Response time: Within 24-48 hours