Shipping
Policy
Last updated: 16.12.25
1. PROCESSING TIME
1.1 Each item from Palms Customs is handmade or finished to order. Please allow up to 2 weeks (10–14 working days) for production before your order is dispatched, unless otherwise stated on the website or via email.
1.2 For pre‑order items, shipping times will vary depending on the product’s production schedule. Estimated dispatch dates are displayed on the product page and/or order confirmation. We will notify you if delays occur.
1.3 Orders containing both in‑stock and pre‑order items may be shipped together when all items are ready, unless we agree otherwise.
2. SHIPPING METHODS AND COSTS
2.1 We currently ship worldwide using trusted courier and postal services such as Royal Mail, DPD, or Evri.
2.2 Shipping costs are calculated at checkout based on your delivery address, order size, and chosen delivery option.
2.3 We may offer free or reduced‑rate shipping on qualifying orders, as advertised on our website from time to time.
3. DELIVERY TIMES
3.1 Once dispatched, standard UK delivery usually takes 2–5 working days, subject to courier performance and location.
3.2 International orders may take 7–21 working days, depending on customs and local postal times.
3.3 These timeframes are estimates only — delays may occur due to weather, strikes, customs, or other circumstances beyond our control.
4. ORDER TRACKING
4.1 You will receive a dispatch confirmation email with tracking information (where available) once your order is on its way.
4.2 Tracking may take up to 24 hours to update after dispatch.
5. DELIVERY ISSUES
5.1 Please check your delivery address carefully when ordering. We are not responsible for lost or delayed parcels caused by incorrect address details.
5.2 If a parcel is returned to us because it was undeliverable or unclaimed, we can resend it to you, but you may need to pay additional postage.
5.3 If your parcel is delayed or lost in transit, please contact us promptly at [contact email]. We will investigate and liaise with the courier.
6. INTERNATIONAL CUSTOMS
6.1 International orders may be subject to import duties, taxes, or fees imposed by local customs authorities. These charges are the buyer’s responsibility.
6.2 We are not responsible for delays caused by customs clearance processes.
7. DAMAGED OR MISSING ITEMS
7.1 Please inspect your order on delivery. If any items are missing or damaged, contact us within 48 hours with photos and details.
7.2 We will work with you to resolve the issue, which may include a replacement or refund depending on the circumstances.
8. CONTACT
8.1 For any shipping queries, please reach out to us at contact@palmscustoms.com