1. Order Processing

All orders are processed within 1–2 business days of payment confirmation. Business days are Monday to Friday, excluding UK public holidays.

Orders placed before 12:00pm GMT on a business day are typically processed the same day. Orders placed after 12:00pm, or on weekends and public holidays, will be processed on the next available business day.

You will receive an order confirmation email immediately after purchase, and a separate dispatch confirmation email — including your tracking number — once your order has left our atelier.

During peak periods (sale events, Christmas, bank holiday weekends), processing times may extend to 3 business days. We will communicate any delays on our website and via email.

2. UK Delivery Options

We offer the following delivery services for orders within the United Kingdom:

All UK orders are sent via a fully tracked service. You will receive a tracking link by email once your order has been dispatched. Deliveries are made Monday to Saturday.

We currently deliver to all addresses in England, Scotland, Wales, and Northern Ireland. Deliveries to the Scottish Highlands, Channel Islands, Isle of Man, and other remote areas may take an additional 1–2 business days and may incur a small surcharge, which will be shown clearly at checkout before you confirm your order.

3. International Delivery

We ship to most countries worldwide. International shipping costs and estimated delivery times are calculated at checkout based on your destination and the weight of your order.

All international orders are sent via a tracked service. Tracking updates may vary in frequency depending on the destination country's postal network.

International delivery estimates are provided as a guide only. Tannore cannot be held responsible for delays caused by customs processing, local postal services, or circumstances outside our control.

4. Customs, Duties & Import Taxes

For orders delivered within the United Kingdom, all prices shown include VAT at the current UK rate. No additional charges apply on delivery.

For international orders, your package may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are entirely outside Tannore's control and are the responsibility of the recipient.

We are unable to predict what charges, if any, will apply to your order. We recommend contacting your local customs authority or postal service for guidance before placing an international order.

Tannore is required by law to declare the full and accurate value of all shipments on customs documentation. We are unable to mark packages as "gifts" or undervalue orders to reduce customs liability.

If an international order is refused at customs and returned to us, we will refund the cost of the item(s) but not the original shipping cost or any customs charges already incurred.

5. Packaging

Every Tannore wallet is packed with care. Your order will arrive in our branded gift box, wrapped in tissue paper and sealed — suitable for gifting straight from the parcel. The outer shipping box is plain, discreet, and fully recyclable.

If you would like a personalised gift message included with your order, please add your message at checkout in the "Gift Note" field. There is no charge for this.

6. Tracking Your Order

Once your order has been dispatched, you will receive a dispatch confirmation email containing:

• Your unique tracking number
• A direct link to the carrier's tracking page
• The estimated delivery window for your chosen service

If you have not received your dispatch email within 3 business days of placing your order, please check your spam or junk folder first. If it is not there, contact us at tannorestore@gmail.com. and we will investigate promptly.

7. Missed Deliveries & Failed Delivery Attempts

If you are not available at the time of delivery, our carrier will typically:

• Attempt to leave the parcel with a neighbour (with a notification card through your door)
• Leave the parcel in a safe place if one has been designated
• Leave a notification card with instructions for redelivery or collection from a local depot

Most carriers will make up to 3 delivery attempts before returning the parcel to us. If your order is returned to Tannore due to failed delivery attempts or an incorrect address, we will contact you and offer to reship at a small additional postage charge, or issue a refund for the item(s) minus the original shipping cost.

Please ensure your delivery address is entered correctly at checkout. Tannore cannot be held responsible for orders lost or delayed due to an incorrect address provided by the customer.

8. Lost or Delayed Orders

If your order has not arrived within the following timeframes from the dispatch date, please contact us so we can open an investigation with the carrier:

• UK orders: Not arrived within 10 business days of dispatch
• International orders: Not arrived within 28 business days of dispatch

Under UK consumer law, as the seller we are responsible for ensuring your order is delivered. If an order is confirmed as lost by the carrier, we will offer you either a full replacement or a full refund — your choice.

Please note that once an order has been confirmed as delivered by the carrier's tracking system, we are unable to accept a claim of non-delivery unless there is evidence of an error. In such cases, please contact us and we will do our best to assist.

9. Damaged in Transit

If your order arrives damaged, please:

1. Take clear photographs of the outer packaging and the damaged item before opening fully
2. Email us at tannorestore@gmail.com. within 48 hours of delivery
3. Include your order number and the photographs in your email

We will arrange a replacement or full refund as quickly as possible. You will not be required to return a damaged item unless specifically requested, and we will cover all return postage costs in such cases.

10. Shipping Restrictions

We are currently unable to ship to the following destinations due to carrier restrictions or sanctions regulations:

• PO Box addresses (for Next Day and Express services)
• BFPO (British Forces Post Office) addresses — please contact us directly if you require delivery to a BFPO address and we will do our best to assist
• Countries subject to UK government trade sanctions

If your address is not supported at checkout, please contact us at tannorestore@gmail.com. and we will advise on available options.

11. Our Commitment to Sustainable Shipping

We are mindful of the environmental impact of shipping. At Tannore we:

• Use fully recyclable outer packaging and FSC-certified tissue paper
• Avoid single-use plastic in all our packaging
• Consolidate orders where possible to reduce the number of individual shipments
• Partner with carriers who offer carbon-offset delivery options

We are continually reviewing our logistics partners and packaging suppliers to reduce our footprint without compromising on the quality of presentation you receive.