Shipping and Delivery Policy

At a Glance

Quick Answers About Shipping

Order Preparation

How Long Does Order Processing Take?

Processing time is the period between receiving your order and handing the completed parcel to the postal or courier provider.

Processing may include:

• Reviewing the order details
• Producing a product after the order is placed
• Completing product quality checks
• Preparing protective packaging
• Preparing delivery documentation
• Confirming an incomplete address or order detail

Processing estimates are not guaranteed dispatch dates unless we expressly agree to a specific date.

Where a product page, quotation or order confirmation shows a different processing estimate, that product specific information will apply.

Working Days

What Does Business Day Mean?

For this policy, a business day means Monday to Friday, excluding UK bank and public holidays.

Orders placed during a weekend or UK public holiday begin processing on the next available business day.

Processing or delivery may take longer during:

• UK bank and public holidays
• Christmas and other seasonal periods
• Periods of unusually high demand
• Severe weather
• Postal or courier disruption
• Unexpected production problems

UK Delivery

How Long Does Delivery Take After Dispatch?

Standard UK delivery is normally estimated at 2 to 4 business days after dispatch.

Delivery time begins when the parcel is handed to the postal or courier provider. It does not include processing time before dispatch.

These timeframes are estimates. They are not guaranteed delivery dates unless we expressly agree to a specific delivery date.

Delivery Period

Will My Order Be Delivered Within 30 Days?

We aim to deliver within the timeframe shown on the product page, during checkout or in your order information.

Unless a different delivery period has been agreed, goods will normally be delivered without unnecessary delay and within 30 days after the order contract is made.

A longer period may apply where:

• A custom production period has been agreed
• You agreed to a later delivery date
• The order was delayed at your request
• Information required to complete the order has not been provided
• Another delivery arrangement was expressly agreed

Delivery Services

Which Shipping Services Do We Use?

We use Royal Mail and other suitable UK postal or courier services.

The service selected may depend on:

• The delivery destination
• Parcel weight and dimensions
• Product quantity
• Order value
• Tracking availability
• Delivery service availability

The provider used for a particular order may be shown in the dispatch email or tracking information.

We may use a different suitable provider where reasonably necessary, provided the replacement delivery service remains appropriate for the order.

Delivery Charges

How Are Shipping Costs Calculated?

Shipping costs are calculated during checkout before you complete payment.

The final charge may depend on:

• The delivery destination
• The destination postcode
• Parcel weight
• Parcel dimensions
• The selected delivery service
• The number of products ordered
• Any applicable delivery promotion

The final delivery charge will be displayed before you confirm and pay for the order.

We may occasionally offer free or reduced delivery promotions. Any eligibility conditions will be displayed with the relevant promotion.

Parcel Updates

Will I Receive Order Tracking?

Where tracking is included with the selected delivery service, tracking information will normally be sent by email after dispatch.

Tracking details may not become active immediately after the parcel is handed to the delivery provider.

Some services may provide delivery confirmation or limited tracking rather than continuous parcel updates.

We do not claim that every order includes full tracking unless this is expressly displayed during checkout or in your order information.

3D Printed Production

How Are Made to Order and Custom Products Shipped?

Some Aventine Printz Ltd products are produced after an order is placed.

A made to order product is not necessarily personalised or made to individual specifications. It may simply be produced after the customer orders it.

Made to order or high demand products are normally prepared within 3 to 5 business days unless another timeframe is displayed before purchase.

Custom Product Orders

Custom products may require more time for design review, material selection, production, testing and quality checks.

The expected processing and delivery timeframe for an accepted custom order will be provided in the quotation, product information or order confirmation.

A requested completion date is not guaranteed unless Aventine Printz Ltd expressly agrees to it as part of the confirmed order.

Combined Orders

What Happens When an Order Contains Several Products?

An order containing several products will normally be dispatched when all products are ready.

The longest applicable processing time may therefore determine the estimated dispatch date for the complete order.

We may send an order in more than one parcel where:

• Products are ready at different times
• The complete order is too large for one parcel
• Different delivery services are appropriate
• Separate dispatch reduces the risk of damage

We will not add an unexpected additional delivery charge after the order is completed unless you agree to a revised arrangement.

Address Information

What If My Delivery Address Is Incorrect?

Orders are sent to the delivery address entered and confirmed during checkout.

Please check:

• The recipient name
• House or building number
• Street name
• Town or city
• Postcode
• Country
• Any relevant delivery instructions

Changing an Address

Contact us as soon as possible if you notice an error.

We will try to update the address where the order has not already entered production, packaging or dispatch processing. We cannot guarantee that a change will be possible.

A delivery address cannot normally be changed after the parcel has been handed to the delivery provider.

Incomplete or Incorrect Addresses

Where a parcel is returned because an incomplete or incorrect address was supplied by the customer, we may request payment of the reasonable redelivery cost.

This does not affect your rights where the delivery problem was caused by Aventine Printz Ltd or the delivery provider.

Late Deliveries

What Should I Do If My Order Is Delayed?

Delivery estimates can occasionally be affected by circumstances outside normal operating conditions.

Possible causes include:

• Postal or courier disruption
• Severe weather
• UK bank or public holidays
• Industrial action
• High seasonal demand
• Transport disruption
• Incorrect address information
• Customs checks for international orders

Contact us if the parcel has not arrived within the estimated delivery period.

Before contacting us, please check:

• The available tracking information
• The delivery address shown on your order
• Whether another household member received the parcel
• Whether the parcel was left in an authorised safe place
• Whether a neighbour received it
• Whether a delivery or collection notice was left

We will review the order and contact the delivery provider where appropriate.

Missing Deliveries

What Happens If My Parcel Is Lost or Missing?

Contact Aventine Printz Ltd if an order appears to be lost or tracking shows delivery but the parcel has not been received.

Please provide:

• Your full name
• Your order number
• The delivery address
• The tracking number where available
• A description of the issue
• Any relevant delivery information

We will investigate the issue with the delivery provider.

Depending on the circumstances, the resolution may include:

• Locating and delivering the original parcel
• Sending a replacement product
• Issuing an appropriate refund
• Agreeing another reasonable solution

Transit Damage

What Should I Do If My Order Arrives Damaged?

Contact us as soon as reasonably possible if the parcel or product arrives damaged.

Please provide:

• Your full name
• Your order number
• A description of the damage
• Clear photographs of the product
• Photographs of the outer packaging
• Photographs of internal protective packaging where available

Photographs help us understand the damage and raise an enquiry with the delivery provider. We will not use an unreasonable request for photographs to remove or delay your statutory rights.

Please keep the product and packaging while the issue is being reviewed unless disposal is reasonably necessary for safety.

Where a product was damaged during delivery, the appropriate remedy may include a replacement, refund or another solution depending on the circumstances.

Delivery Attempts

What Happens After a Failed Delivery Attempt?

A delivery provider may attempt delivery again, leave instructions or direct the parcel to a collection location.

Please follow the provider’s instructions within the stated collection or redelivery period.

A parcel may be returned to us where:

• Delivery could not be completed
• The parcel was not collected
• Delivery was refused
• The address was incomplete
• The property could not be accessed
• No suitable delivery arrangement was available

Orders Returned to Sender

We will contact you after a returned parcel is received and identified.

Where the parcel was returned because of an incorrect address, refused delivery or failure to collect it, reasonable redelivery charges may apply.

Where the failed delivery was caused by Aventine Printz Ltd or the delivery provider, the appropriate redelivery will not be charged to the customer.

Selected Destinations

Do You Offer International Delivery?

Aventine Printz Ltd primarily sells and delivers to customers in the United Kingdom.

Delivery to selected international destinations may be available where a delivery option is displayed during checkout.

Availability may depend on:

• The destination country
• Product type
• Parcel dimensions and weight
• Delivery service availability
• Customs restrictions
• Product safety or regulatory requirements

International Delivery Times

International delivery times vary by destination, delivery provider and customs processing.

An available estimate will be displayed during checkout or provided in the relevant order information.

Customs, Import Taxes and Duties

Orders delivered outside the United Kingdom may be subject to import duties, local taxes, customs charges or carrier handling fees.

Unless checkout clearly states that these charges are included, they are normally payable by the recipient.

Aventine Printz Ltd does not control the amount charged by customs authorities or the time required for customs processing.

Customers should check the relevant import rules and possible charges in the destination country before ordering.

Customer Protection

Who Is Responsible for the Parcel During Delivery?

Where Aventine Printz Ltd arranges the delivery provider, we normally remain responsible for the order until it is physically delivered to:

• You
• Another person you nominated to receive it

Our responsibility does not end simply because an order has been dispatched.

A different position may apply where you independently arrange a delivery provider that Aventine Printz Ltd did not offer.

Safe Places and Nominated Recipients

Some delivery services may allow you to nominate another person or select a safe place.

Please select a location that is reasonably secure, protected from weather and accessible to the delivery provider.

Contact us if tracking states that a parcel was delivered to a nominated location but it cannot be found. We will review the available delivery information.

Related Policy

Where Can I Find Returns and Refund Information?

For information about cancellations, returns, refunds, faulty products and products made to individual specifications, read our Returns, Refunds and Cancellation Policy.

Read the Returns, Refunds and Cancellation Policy

Business Information

How Can I Contact Aventine Printz Ltd?

Policy Reviews

When Will This Shipping Policy Be Updated?

We may update this policy when our processing times, delivery services, delivery areas, shipping costs, business information or legal responsibilities change.

The latest version will be published on this page with an updated revision date.

Updates apply from the date they are published and will not unfairly change the agreed delivery terms of an order that was already placed.