OUR PRODUCTS - Please note that these products are hand made and often from natural materials such as wood - meaning no 2 items are identical. We pride ourselves on quality and craftsmanship and each pieces being formed and checked by hand. We use the most environmeltally conscious packaging that we can without risking the safety of the products. 

WITHIN THE UK - Shipments within the UK will be by trusted courier on a 48 hr service. Items in stock you can expect to recieve in 2-3 working days. All packages are tracked and signed for unless they fit through your letter box in which case they are just tracked. If you require a specific service or want delivery on a set day please enquire and we will do our best to make this happen.

INTERNATIONAL SHIPPING - We ship all over the world and the cost is calculated by weight and country. We use a competitive logistics firm who source the cheapest option, this is the cost you see on your order at checkout, you will see the total shipping amount for the items that you have selected which will be reduced for multiple purchases depending on weight. 

DELIVERY SYSTEM

1. A confirmation email will be sent to you as soon as your purchase is made.

2. Orders are dispatched from our studio in Brighton in 2-3 days. As soon as we have dispatched the goods you will receive an emailing letting you know. The tracking number provided allows you to track your parcel on the specified carriers website. Items made to order have specific lead times specified on their shop page, once made and ready to send they will go through this same process.

3. Our deliveries require to be signed for so please choose a delivery address where someone is in. If no one is there they may try to re-deliver or provide a card with a collection point. We are not responsible for incorrect addresses or other people that are not yourself signing for the items so please fill in these details in full and carefully. Goods should be received in 3-5 working days. 

CUSTOMS + TAXES (INTERNATIONAL)

Our courier services (UPS, DHL AND DPD) include standard customs clearance and taxes in their costs and so there should be no additional charge to clear items through customs. Occasionally this is not the case as each country/zone had different rules, there is the occasional destination where customs charges and/or handling fees are unavoidable. In this case the courier company would contact the customer for a fee before delivering the goods and this will then be the buyer’s responsibility, buyers usually know if they live in one of these zones already.

EXCHANGE / DAMAGE / REFUND

We really hope that you’re happy with the products we provide, we take the up most care to make sure they are received safety and packaged appropriately for their transit.  If however your product has been damaged in transit please contact us at mail@demelzahill.com and we will try to get a replacement to you asap. Please send all photographic evidence of the damage to us to pass on to the courier. 

A refund or replacement is possible for products that are returned in their original condition and packaging within 14 days of receipt *. We are unable to reimburse shipping costs unless the item is faulty. The return postage of items is the responsibility of the buyer, we suggest using a recorded or trackable service to avoid any damage or loss as this is not our responsibility. Once we receive the item and checked it a full refund will be initiated. There is proceeding fee (under 5%) which we cannot refund you. Payment will return to the account the purchase was taken from within 5 working days.

*Branch - Due to the seasonal nature of this item products will only be refunded if faulty and returned to us prior to the 25th of Dec and within 30 days of having placed the order.