FAQ - Delivery & Returns

Below we hope to answer your Frequently Asked Questions. If you cannot locate the answers, do contact us on Tel / Fax UK: 0844 335 0620 (BT 5p per min) Outside the UK: +44 5603422349 or by email: team@honeytreepublishing.com.

Delivery and Shipping Infographic
Delivery and Shipping Information
Re-print fee
Can I cancel or return my order?
Do you offer free gift wrapping?
How long will it take to produce my order? What does turnaround time mean?

By turnaround time we mean the amount of time it takes us to produce an order in our Studios and prepare it for shipping. It does not include the time spent in transit whilst being shipped. Due to the fact that all orders are bespoke and printed on demand according to customer requirements, we operate the following anticipated turnaround times:

 

2-3 business days (then UK standard delivery within 4-6 business days)


Wedding Boutique products: 8-10 days (from sign off)

 

Save the Date, Engagement, Hen and Stag Invitations: 4-8 days

 

If your order doesn't display the UK Express Delivery option yet is time sensitive, please ensure that you call us to enquire about our current turnaround times and our Express options and we will do all we can to help.

How long will my order take to get to me?

If you opt for standard UK delivery, you order will take between 4 to 6 working days to get to you from the day of dispatch. (Please see turnaround time in the FAQ: How long will it take to produce my order? What does turnaround time mean? and also in our Terms & Conditions ).

Once your order is dispatched, you will be sent a dispatch notification e-mail to confirm this has taken place.  

If you have not received your items within 4-6 working days of this email (UK) or within 10 working days for worldwide delivery, please contact our Customer Service Team.

We do provide a UK Express Delivery service (*which guarntees next day delivery by 1pm if you place your oder by 12 noon the day before) with no compromise on the quality of those products displaying the Red Express 24hr icon.

*The following items are not available for our UK Express Delivery service:  Wedding Boutique and Bespoke Studio orders, and commissioned artworks

 

In the unlikely event that I am not happy when my bespoke stationery order arrives, what do I do?
In the unlikely event that my parcel has not arrived, what do I do?

Standard UK orders are sent by *Royal Mail Tracked 48hrs™ *Royal Mail aim to deliver all UK mail within 3 working days but this cannot be guaranteed.  

Express or Choose your date option arrive the next day after your dispatch confirmation email guarantted between 08.00 - 13.00 in 90% of the UK

Please note: All our items are unable to fit through a letterbox (except individual art & greetings cards) so need to be received at the address provided. We recommend a work address for delivery if you are not at home during the day 

If you are out they will leave a slip to notify you of the Royal Mail collection point that you must visit within 7 days of receipt). . 

Royal Mail State: If you’ve received a card saying we are holding an item for you, we can arrange to redeliver it to your address or another address free of charge. For an additional £1.50 charge we will deliver it to your local Post Office®

Europe and Worldwide: we use DHL international courier On dispatch of your order a tracking code will be sent to your provided email to enable to monitor the status of your stationery.These can take up to 10 days from dispatch and have to be signed for on delivery.

If delivery cannot be made to your address for reasons under our control we will inform you as soon as possible and refund or re-credit you for any sum that has been paid by you or debited from your credit card for delivery.

If you have not received your items within the estimated time, please contact us on UK: 0844 335 0620; or outside of the UK: +44 5603422349 as we hold all tracking codes, and are able to follow up on your behalf.

International Shipping: do you ship outside the UK?

Yes, we do ship outside of the UK. Please note our “overseas tariff “ is listed on the right hand column on the home page, all product listing pages and on the basket checkout. (Currently we do-not ship to Russia, China or Japan - sorry)

Europe and Worldwide:

As orders are bespoke and personalised all orders are sent fully tracked and traced  so we can ensure it will arrive safe and secure. This requires a full service courier and after four years of investigating and trialling couriers, we have found DHL provided the right service with a fast tracked delivery.

On despatch of your order a tracking code will be sent to your provided email to enable to monitor the status of your stationery. You can follow the delivery journey from the stages of leaving our studios through to the signature and acceptance of the recipient.

Please note orders can take up to 10 days from dispatch and have to be signed for on delivery.

If you have not received your items within the estimated time, please contact us on UK: 0844 335 0620; or outside of the UK: +44 5603422349

Overseas Shipping pricing tariff as follows:-

1. Purchases up to £75 = £4 UK,  £19 Europe + £29 Worldwide

2. Purchases over £75 =  £6 UK , £29 Europe + £39 Worldwide

3. Purchases over £150 = FREE UK, £39 Europe + £49 Worldwide

As all orders are Bespoke items  (printed on demand) shoppers need to sign for all orders.

Jill from Melbourne - Australia wrote 'I buy online quite frequently from the UK and US but this is the first time I have ever been offered a VAT refund! Delighted about that of course! My order arrived today and I couldn't be more thrilled with it. Thank you for your cheerful efficient service.

 

International Shipping:

We are very pleased to ship to addresses outside of the UK. Whilst wishing we could provide free shipping globally, the reality is that only fully couriered ‘tracked and traced’ orders are guaranteed to arrive and the disappointment of a non-received order (due to regional postal variations) prevents us from using any other service. For our overseas tariff** please see above. For your convenience, our tariffs are also listed in the right hand column on the home page, on all product listing pages and at checkout.

Exclusions  - Currently we do not ship to Russia, China or Japan – sorry.

VERY IMPORTANT: 
Norway, Switzerland and the Rest of the World can incur local taxes that are often levied on the product value of a delivery. This takes place with all imported goods and is not due to DHL. The customer is responsible for these taxes not HoneyTree publishing Ltd. 

Directive from DHL: '

DHL only deal with the logistic side of things and when duty and taxes are applicable it will be invoiced/collected directly by the local customs authority

May I have the return address printed on the back of my envelope?

Unfortunately not. Due to the premium quality and weight of our envelopes we cannot process return addresess on the back of our envelopes. (We can and do pre-print the front of our RSVP Invitation envelopes.)

We do however sell address labels which could provide an option allowing you to add a return address on your envelopes if you wish.

Our hand-made designer gift boxes made in Cornwall
What happens after I have placed my order - dispatch

When you have placed your order, you will

1. Automatically receive a confirmation e-mail, which will clearly show your order number. If you do not receive this e- mail, please check your SPAM FILTER.

2. You will receive a further notification e-mail when your order has been dispatched.

3a Free P&P Standard UK orders are sent by Royal Mail Tracked 48hrs™ . All our items are unable to fit through a letterbox so need to be received at the address provided. (If you are out they will leave a slip to notify you of the Royal Mail collection point that you must visit within 7 days of receipt). We recommend a work address for delivery if you are not at home during the day. Royal Mail aim to deliver all UK mail within 3 working days but this cannot be guaranteed.

3b Express or Choose your date option arrive the next day after your dispatch confirmation email guarantted between 08.00 - 13.00 in 90% of the UK

3c Europe and Worldwide: 

Please note our “overseas tariff “ is listed on the right hand column on the home page, all product listing pages and on the basket checkout. (Currently we do-not ship to Russia, China or Japan - sorry)

Europe and Worldwide:

All International orders are sent via DHL

On despatch of your order a tracking code will be sent to your provided email to enable to monitor the status of your stationery. You can follow the delivery journey from the stages of leaving our studios through to the signature and acceptance of the recipient.

Please note orders can take up to 10 days from dispatch and have to be signed for on delivery.

If you have not received your items within the estimated time, please contact us on UK: 0844 335 0620; or outside of the UK: +44 5603422349

4. If delivery cannot be made to your address for reasons under our control we will inform you as soon as possible and refund or re-credit you for any sum that has been paid by you or debited from your credit card for delivery.

What happens if I am out / away when my order arrived?
Why we choose DHL as our preferred courier

It is very important to us that your bespoke and personalised order gets to you safe and sound, so all international orders are sent fully tracked and traced to ensure a secure arrival. This requires a full service courier and after four years of testing, trial and error, we believe that DHL are the right guys for us! They provide the right service for a safe, secure and fast track delivery.

On dispatch of your order you will be emailed with a tracking code to enable you to monitor the status of your order. You can follow your stationery’s journey from when it leaves our Somerset Studios through to when it arrives at your designated delivery address. You will be asked to sign on delivery. Please note: orders can take up to 10 days from dispatch.

If you have not received your items within the estimated delivery time, please contact us on: 0844 335 0620; or outside of the UK: 0044 560 342 2349

Jill from Melbourne, Australia, wrote:

 'I buy online quite frequently from the UK and US but this is the first time I have ever been offered a VAT refund! Delighted about that of course! My order arrived today and I couldn't be more thrilled with it. Thank you for your cheerful efficient service.

International Shipping:

We are very pleased to ship to addresses outside of the UK. Whilst wishing we could provide free shipping globally, the reality is that only fully couriered ‘tracked and traced’ orders are guaranteed to arrive and the disappointment of a non-received order (due to regional postal variations) prevents us from using any other service. For our overseas tariff** please see above. For your convenience, our tariffs are also listed in the right hand column on the home page, on all product listing pages and at checkout.

Exclusions  - Currently we do not ship to Russia, China or Japan – sorry.

VERY IMPORTANT: 
Norway, Switzerland and the Rest of the World can incur local taxes that are often levied on the product value of a delivery. This takes place with all imported goods and is not due to DHL. The customer is responsible for these taxes not HoneyTree publishing Ltd. 

Directive from DHL: '

DHL only deal with the logistic side of things and when duty and taxes are applicable it will be invoiced/collected directly by the local customs authority

Why, for Greetings and Art cards, do we use our stunning spotted polythene envelopes
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100% No-Risk Guarantee No risk guarantee
Postage / Shipping rates Express UK Next Day Delivery / Date Select

Order before 12 noon Mon - Fri GUARANTEED before 2pm the next day or the date you have selected. Order is tracked & requires a signature upon receipt. Perfect for Birthdays, Anniversaries and busy schedules. Signature required.

Tracked, Traced and Delivered
Standard UK Delivery 4-6 days

Royal Mail tracked service - no signature required*. When sending as a gift, to a business address or item is time sensitive; we recommend upgrading to Express / Date Select signed for.

Greetings and Art Cards

Royal Mail First Class. Select the date you would like your card to be delivered; we will send your card prior to this. 90% of all First Class deliveries ordered before noon arrive the next working day.

UK Delivery
Basket ValueStandard
Delivery
Express
(Signature required)
Greetings Cards62p Order before noon for same day dispatch**
Up to £75£4£8.50
Over £75£6£12.50
Over £150FREE£12.50
Delivered
within...
4-6 days***Next Day**
CourierRoyal MailRoyal Mail
  • * HoneyTree are not responsible for parcels once they have been delivered where no signature is required
  • ** Orders placed Friday - Sunday are delivery for Tuesday.
  • *** Business days. Does not include Wedding Boutique, Bespoke Studio or artworks.
Outside the UK Delivery
Basket ValueEuropeRest Of
The World
Up to £75£19£29
Over £75£29£39
Over £150£39£49
Delivered
within...
4-8
days***
6-10
days***
CourierDHL

Exempt from UK VAT?
Please note your order number and click on the contact page to notify us of your UK VAT exemption. We will then refund your credit card to the VAT amount.

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