-How quickly will my order be dispatched?

All items in stock will be sent within 3 working days.

If I cannot dispatch your order within 3 working days, I will get in touch and let you know when it will be dispatched.

Please check individual listings for lead times on made to order designs.



-What shipping method will you use to send my order?

Please note, ALL orders will require a signature on receipt and therefore cannot be sent to PO Box or Mail Receiving Centre addresses.

If you think you may miss your postal delivery, I can post to a work or family address where someone is guaranteed to be in.

However, I can only post to the delivery address you provide in your order details, no alternative addresses can be accepted by email or any other form of correspondence.

UK Standard free delivery: 1st Class Signed For.
UK Fully Tracked Upgrade: Royal Mail Special Delivery
UK orders over £50: Royal Mail Special Delivery for insurance purposes.

For international orders, if Royal Mail International Tracked and Signed is available for your country of origin, this service will be used. If not, Royal Mail International Signed will be used.

International Tracked and Signed offers full tracking from dispatch to delivery.

International Signed does not offer tracking outside of the UK, but confirms delivery.

I will send your tracking number when I confirm I have dispatched your order. You will be able to then track your order via the Royal Mail website.

International Express Shipping Upgrade: DHL courier service


-How long will it take for my order to arrive after dispatch?

UK Standard Free Delivery: 1st Class Signed For
Royal Mail aim to deliver this service the next working day, including Saturdays.

UK orders over £50: Royal Mail Special Delivery
Royal Mail aim to deliver this service by 1pm the next working day, excluding Saturdays.

International services can be notorious for customs delays. Unfortunately, there is nothing I, nor the delivery service providers, can do to avoid these potential delays. Please remember, I am not responsible for any delays to your delivery due to customs.

From experience, I recommend anticipating delivery within 7-14 working days, however, this could be 21 working days around high traffic times of year (I'm thinking Christmas, specifically!)

International Express Shipping Upgrade: DHL courier service
DHL will deliver within 1-3 working days


-Do I have to pay any customs or import taxes?

Potentially, I'm afraid so. I am not responsible for paying your taxes for you.

You are responsible for any customs and import taxes that may apply. You should be able to get guidance from your domestic customs service as to what charges to expect.



-Undeliverable Orders

If a package is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible.

Under these circumstances, you will be responsible for the cost of re-shipping the package.

Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days.

In both these instances, a refund will be issued for the value of the items ordered only. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.

Germany - Verpackungsgesetz (LUCID Packaging Register)

In 2019 Germany’s Packaging Act VerpackG came into effect, imposing requirements on online retailers selling to buyers in Germany. The Packaging Act promotes recycling and reuse of packaging materials (e.g. cardboard boxes, tape, and bubble wrap).

My company Imogen's Imagination is registered at the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR) with registration number DE5999737797917. My Dual System Licensing partner for the collection, sorting & recycling of the packaging is ACTIVATE by RECLAY.

As a consumer please ensure that all received packaging is disposed of in the right recycling containers, Blue for all paper & cardboard and Yellow for all plastics.