Shipping policy

Custom

Most of our items are customisable and we are more than happy to help where possible, please get in touch if you have any special requests.

Shipping

Our items are dispatched within 1-2 working days for prints, frames, picture hangers, and bowls, or 2-5 working days for handmade items such as handles, hooks & rails. Please note, this does not include weekends or Bank Holidays. For faster turnarounds, upgrades are available on request and please contact us in advance if you have any deadlines.

UK orders are shipped free of charge via Royal Mail 48 or similar (usually 2-3 working days), international orders are sent via Royal Mail international standard which usually takes approximately 3-7 working days within Europe and approximately 7-10 working days to USA and the rest of the world (although this can vary with location).

All items are sent with either delivery confirmation or via a tracked service which will be automatically uploaded to your order.

We cannot take responsibility for incorrect delivery addresses entered at the checkout, or for failure to collect parcels. Any loss caused by incorrect addresses, financial or otherwise, will be your responsibility, unless the negligence is ours.

How do you package your products? 
We use all sturdy board envelopes for our paper goods (unframed prints and 2-5 sheets of wrap) and custom wraps for our frames. We also use postal tubes for larger prints or handles orders.

Please note that the tubes, A3 and A2 boxes don’t fit through letterboxes, so Royal Mail or the local courier may leave a redelivery postcard so that you can arrange another delivery time or collection from your sorting office.

Customs & Duties

For international buyers - please be aware that there can be customs charges that you might have to pay. Though unusual, it is possible for customs to sometimes hold parcels up to a few weeks. 

Loss/Damages:

Most of our items are sent in bespoke packaging which has an exceptionally low damages rate however, there is occasional damage in transit and rare instances of lost items.

Please let us know via info@lelloliving.com and we will refund/replace the item once we have photographs of the issue (for damages) or have passed courier tracking loss timescale. For damages, we also ask for pictures of the packaging too where possible as this allows us to utilise our insurance and help you quicker. For further information, please see our returns policy.