top of page

Shipping & Delivery Policy

 

Last Updated: August 2026

 

Thank you for shopping with That SEND Mama.

 

We take great care in packaging every order to ensure it arrives safely. This policy explains how we process, dispatch and deliver your purchases.

 

1. Processing Your Order

 

Orders are processed once full payment has been received. We aim to dispatch in-stock items within 3 working days. Handmade, personalised or commissioned items may require additional production time. Estimated dispatch times will be provided on the relevant product page or communicated when you place your order. Orders are processed during normal business hours, Monday to Friday (excluding UK public holidays).

 

2. Delivery Times

 

Estimated delivery times begin once your order has been dispatched.

Typical delivery estimates are:

* UK Standard Delivery: 2–5 working days

* UK Tracked Delivery: 1–3 working days (where available)

* International Delivery: Delivery times vary depending on the destination and only available on request.

 

Delivery times are estimates only and cannot be guaranteed.

 

3. Delivery Charges

 

Shipping costs are calculated at checkout based on:

* Delivery location

* Parcel size and weight

* Delivery service selected

 

Any available free shipping offers will be clearly stated on our website.

 

4. Packaging

 

We carefully package all artwork and handmade items using suitable protective materials to help prevent damage during transit. Where possible, we aim to use recyclable or environmentally responsible packaging.

 

5. Tracking

 

Where a tracked delivery service is used, tracking details will be provided once your order has been dispatched. Please note that not all delivery services include tracking.

 

6. Delivery Address

 

Customers are responsible for providing a complete and accurate delivery address. If an incorrect address is supplied, additional postage costs may apply if the parcel needs to be resent.

 

We cannot accept responsibility for delays or failed deliveries caused by incorrect address information.

 

7. Missed Deliveries

 

If a delivery attempt is unsuccessful, the courier may:

* Leave the parcel in a designated safe place.

* Deliver it to a neighbour.

* Leave instructions for redelivery or collection from a local depot or collection point.

 

Please follow the courier’s instructions where applicable.

 

8. Delays

 

While we always aim to dispatch orders promptly, delays may occasionally occur due to:

* High order volumes

* Severe weather

* Postal or courier disruptions

* Customs processing (for international orders)

* Circumstances beyond our reasonable control

 

We appreciate your patience and will keep you informed where possible.

 

9. Damaged Deliveries

 

If your parcel arrives damaged, please contact us within 48 hours of delivery. Please include:

* Your order number

* Photographs of the item

* Photographs of the packaging

* Photographs of the shipping label

 

This information helps us investigate the issue with the delivery company.

 

10. Lost Parcels

 

If you believe your parcel has been lost, please contact us as soon as possible. We will investigate with the courier before arranging a replacement or refund where appropriate.

 

11. International Orders

 

Where we offer international shipping:

* Customers are responsible for any import duties, customs charges, taxes or fees applied by their country.

* Delivery times may be longer due to customs processing.

* We are not responsible for delays caused by customs authorities.

 

12. Ownership and Risk

 

Ownership of your order transfers to you once full payment has been received. Responsibility for the goods passes to you upon delivery to the address provided at checkout.

 

13. Contact Us

 

If you have any questions about shipping or your order, please contact: That SEND Mama. Email: thatsendmama@gmail.com.

 

We aim to respond to all enquiries within 2–3 working days.

bottom of page