Shipping Policy

This Shipping Policy explains how retail, wholesale and international orders placed through COMGO CRAFTS are processed and delivered.

1. Order Processing

Orders are processed from Monday to Friday, excluding UK public holidays.

In-stock retail orders are normally prepared for dispatch within 3–5 business days after payment has been successfully received.

Handmade, personalised, made-to-order or pre-order products may require additional preparation time. Where a different processing time applies, this will be stated on the product page, quotation, invoice or order confirmation.

Processing time is separate from delivery time.

During exhibitions, seasonal sales, public holidays or periods of unusually high order volume, processing may take longer. We will contact you if a significant delay affects your order.

2. Fulfilment Locations

Depending on product availability, order size, destination and the selected delivery method, orders may be fulfilled from:

• Our available stock or fulfilment arrangements in the United Kingdom; or

• Our production and fulfilment team in China.

Some orders containing multiple products may be divided into separate shipments. Where this occurs, customers may receive more than one tracking number, but they will not be charged additional shipping fees unless this has been agreed in advance.

The fulfilment location does not change the identity of the seller. All orders are supplied by COMGO CRAFTS LTD.

3. Shipping Rates

Available shipping methods and applicable charges are displayed at checkout whenever automated rates are available.

Shipping charges may be calculated according to:

• Delivery destination

• Parcel weight and dimensions

• Order value

• Product type

• Selected delivery speed

• Number of parcels

• Customs or special handling requirements

For wholesale, oversized, customised or high-volume orders, shipping will normally be calculated separately and confirmed in a written quotation or invoice before payment.

Any free-shipping promotion applies only where it is clearly stated on the website, quotation or order confirmation.

4. Estimated Delivery Times

The following delivery times are estimates and begin after the order has been dispatched.

United Kingdom

Standard delivery normally takes approximately 3–10 business days after dispatch.

Europe

Delivery normally takes approximately 5–20 business days after dispatch, depending on the destination, carrier, customs clearance and service selected.

United States, Canada and Other International Destinations

International delivery normally takes approximately 7–30 business days after dispatch.

Express services may arrive sooner. Economy, postal, rail, sea freight and consolidated wholesale services may require additional time.

Delivery estimates are not guaranteed. Customs inspections, carrier delays, severe weather, public holidays, strikes, destination restrictions and other circumstances outside our reasonable control may affect delivery times.

Where a specific delivery time is essential, please contact us before placing your order.

5. Wholesale Orders

Wholesale processing and delivery times depend on:

• Product availability

• Order quantity

• Mixed colour or style requirements

• Packaging requirements

• Customisation

• Production schedules

• Destination country

• Selected shipping service

The estimated production and delivery schedule for a wholesale order will be confirmed in the applicable quotation, pro forma invoice, marketplace order or order confirmation.

Wholesale customers should review and approve all quantities, product specifications, packaging requirements, shipping details and delivery estimates before payment.

Large wholesale orders may be sent by express courier, air freight, rail freight, sea freight or another agreed logistics service.

Orders placed through a third-party wholesale marketplace may also be subject to that marketplace’s shipping and fulfilment terms.

6. Customs Duties, Import Taxes and Clearance

International shipments may be subject to customs duties, import VAT, taxes, clearance fees or handling charges imposed by the destination country.

Unless the product page, checkout, quotation or order confirmation expressly states that duties and taxes are included, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

Where a shipment is expressly quoted as duty-paid or DDP, the applicable quotation or order confirmation will explain which charges are included.

Customers are responsible for providing any information required by customs or the carrier and for ensuring that the ordered products may legally be imported into the destination country.

COMGO CRAFTS LTD will provide accurate commercial invoices, product descriptions, declared values and country-of-origin information based on the applicable order.

We are not responsible for delays caused by customs authorities or for additional charges resulting from incorrect or incomplete information provided by the customer.

7. Tracking Information

Where tracking is available, the tracking number will be sent to the email address or telephone number provided with the order.

Tracking information may take 24–72 hours after dispatch to become active.

For orders divided into multiple parcels, separate tracking information may be provided for each parcel.

Customers are responsible for monitoring tracking updates and responding promptly to any carrier request concerning delivery, customs clearance or address verification.

8. Delivery Addresses

Customers must provide a complete and accurate delivery address when placing an order.

Please check the following carefully:

• Recipient’s full name

• Company name, where applicable

• Building or house number

• Street name

• City

• County, state or province

• Postcode or ZIP code

• Country

• Telephone number

• Email address

Please contact us immediately if an address needs to be corrected.

We cannot guarantee that an address can be changed after an order has entered production, been packed or been handed to the carrier.

If a parcel is returned because the address was incomplete or incorrect, the recipient was unavailable, delivery was refused, customs charges were not paid or the parcel was not collected, the customer may be responsible for the cost of reshipping the order.

9. Delayed Shipments

Carrier delivery dates are estimates and are not guaranteed.

If tracking has not updated for several business days, please contact us at comgo.handmade@gmail.com. We will review the tracking information and, where appropriate, request an investigation from the carrier.

A parcel will not normally be treated as lost while it remains within the carrier’s expected delivery or investigation period.

We are not responsible for delays caused by circumstances outside our reasonable control, including customs inspections, severe weather, industrial action, transport disruption, border controls, natural disasters or carrier network congestion.

10. Missing or Lost Parcels

If an order has not arrived within the expected delivery period, please contact us with:

• Your full name

• Order number

• Delivery address

• Tracking number, where available

• Details of the missing parcel

We will review the shipment and contact the carrier where appropriate.

A replacement, refund or other resolution will be considered after the carrier’s investigation has been completed and the parcel has been confirmed as lost or otherwise undeliverable.

If tracking shows that a parcel has been delivered, customers should first check with household members, reception staff, neighbours, designated safe places and the local delivery office.

11. Damaged Parcels or Incorrect Items

Please inspect the parcel as soon as it is delivered.

If an item arrives damaged, defective or incorrect, contact us as soon as possible and preferably within 7 days of delivery.

Please provide:

• Your order number

• A description of the issue

• Photographs of the outer packaging

• Photographs of the shipping label

• Photographs or video showing the affected product

• Details of any missing quantities or components

Please retain the original product and packaging until we confirm whether they are required for the carrier investigation.

We will review the evidence and provide an appropriate resolution in accordance with our Refund Policy and applicable consumer rights.

12. Delivery Refusal and Unclaimed Shipments

Customers should not refuse a delivery without contacting us first.

If an international shipment is refused, abandoned, returned because customs charges were not paid, or not collected from the carrier, any return transportation, customs, storage, handling or reshipping costs may be deducted from any refund where legally permitted.

Original shipping charges are not normally refundable where a delivery failed because of circumstances attributable to the recipient.

13. Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

We cannot guarantee cancellation once an order has entered production, been personalised, been packed or been dispatched.

Made-to-order, personalised, customised and wholesale products may not be cancellable once production or preparation has started.

Please refer to our Refund Policy for further information.

14. Contact Us

For questions about shipping, tracking, customs documents or wholesale delivery arrangements, please contact:

COMGO CRAFTS LTD

Email: comgo.handmade@gmail.com
Telephone: +44 7549 876947

Registered office:
46 Nova Road
Croydon, England
CR0 2TL
United Kingdom

Company number: 14685927

Please note that the registered office is not a customer returns address. Products must not be returned without prior authorisation and confirmed return instructions.