Shipping policy

SHIPPING POLICY

PROCESSING TIME

Orders are processed within 3-5 business days (Monday-Friday, excluding UK bank holidays). You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Please note: Each item is a unique antique or vintage piece and requires careful packaging to ensure safe delivery.

PACKAGING

We take great care in packaging your items securely for transit. Due to the unique size and nature of antique pieces, and in consideration of environmental sustainability, we may use clean, reused packaging materials alongside new protective materials such as bubble wrap and paper padding.

All items are packaged to ensure safe arrival, regardless of whether packaging materials are new or reused.

SHIPPING METHODS

UNITED KINGDOM
Delivery time: 2-3 business days via Royal Mail Tracked

EUROPEAN UNION
Delivery time: 5-10 business days via Royal Mail International Tracked

REST OF WORLD (including USA, Canada, Asia, Australia)
Delivery time: 7-14 business days via Royal Mail International Tracked

All shipments include tracking.

Shipping rates are calculated at checkout based on your location and the item's size and weight.

CUSTOMS, DUTIES & TAXES

For international orders, any applicable customs duties and import taxes are calculated and collected at checkout. You will see the total amount (including all fees) before completing your purchase. There will be no additional charges upon delivery.

TRACKING YOUR ORDER

Once shipped, you will receive a tracking number via email. You can track your package through Royal Mail or your local postal service.

SHIPPING DELAYS

While we ship promptly, delivery times are estimates and not guaranteed. We are not responsible for delays caused by:
- Shipping carriers
- Customs processing
- Weather conditions
- Other events beyond our control

If your order has not arrived within the estimated timeframe, please contact us and we will investigate with the carrier.

LOST OR DAMAGED SHIPMENTS

All shipments are tracked and insured. If your package is lost or arrives damaged:

1. Contact us immediately at fontainelondon.shop@gmail.com with photos (if damaged)
2. We will file a claim with the carrier
3. Once resolved, we will arrange a replacement or full refund

Please inspect your package upon delivery and report any damage to us within 48 hours.

INTERNATIONAL DELIVERY ISSUES

Once your package leaves the UK, delivery is handled by your local postal service. If you experience delivery issues:

1. Check tracking information through your local postal service
2. Contact your local post office or customs office
3. If the issue cannot be resolved, contact us and we will assist

UNDELIVERABLE PACKAGES

If a package is returned to us as undeliverable due to:
- Incorrect address provided
- Refused delivery
- Unclaimed package

You will be responsible for return shipping costs and reshipping fees. Please ensure your shipping address is correct before placing your order.

ADDRESS CHANGES

Once an order is placed, we cannot guarantee address changes. If you need to change your shipping address, contact us immediately at fontainelondon.shop@gmail.com. If the order has already shipped, we cannot redirect it.

QUESTIONS?

For shipping inquiries, please contact us at:
fontainelondon.shop@gmail.com
Response time: Within 24 hours (business days)