Shipping & Delivery Policy

Processing and dispatch

Ready-made pieces will be dispatched within five working days. This does not mean that every order will take the full five days; it simply allows enough time for me to prepare and package each soul companion with the care and attention it requires.

Made-to-order and personalised pieces may take longer. The expected timeframe will be discussed and agreed with you before the work begins.

Working days are Monday to Friday, excluding UK bank holidays. Delivery time begins after your order has been dispatched.

UK delivery

UK orders are sent using Royal Mail. You may be able to choose between Royal Mail Tracked 24 and Tracked 48 at checkout, depending on your order's size and weight.

Royal Mail Tracked 24 aims to deliver on the next working day after dispatch. Royal Mail Tracked 48 usually aims to deliver within two to three working days. These are Royal Mail delivery aims rather than guaranteed arrival dates.

Tracking information will be provided when your order has been dispatched.

International delivery

International orders are also sent using Royal Mail. The available service and postage cost will depend on the destination and the total packed weight of your order.

International delivery times vary by country. Customs processing, local postal services, public holidays and other delays outside my control may affect the arrival time.

Tracking information will be provided where the selected delivery service includes tracking.

Customs, import taxes and additional charges

International orders may be subject to import VAT, customs duties, tariffs or handling fees upon arrival.

Please expect and be prepared for these additional charges. They are determined by the destination country and are the recipient’s responsibility unless explicitly stated otherwise at checkout.

Completing and paying for your order does not necessarily include charges imposed by your country after the parcel arrives. I cannot control or predict the amount you may be asked to pay.

If an international parcel is delayed at customs, you may need to contact your local customs authority or postal service.

Postage costs and packed weight

Postage is calculated using the total packed weight of the order, including the item, its presentation and the packaging needed to protect it during delivery.

Because Pocket Hugs are handmade and may contain natural stones or other individual materials, displayed weights may be approximate.

Several lightweight pieces, such as bracelets, may fit within the same postage bracket. You will be charged according to the combined packed weight of the order rather than separate postage for every item.

Free delivery

Any free-delivery offer and the minimum order value required to receive it will be shown clearly on the website or at checkout.

Gift options

Optional gift presentation may be available for an additional charge. Where this option is available, its contents and price will be explained before you place your order.

Delivery delays

Delivery estimates are not guaranteed arrival dates. Delays can occasionally happen after an order has entered the postal system.

If your tracked order has not arrived within a reasonable time after its expected delivery date, please contact me through the contact form. I will check the available tracking information and help you determine what has happened.

Delivery addresses

Please check that your name and delivery address are complete and correct before placing your order.

If you notice a mistake, contact me as soon as possible. I may be able to correct the address if the order has not yet been dispatched, but I cannot change it after the parcel has entered the postal system.

Lost or damaged orders

If your order arrives damaged, please contact me as soon as possible and include clear photographs of the item, its packaging and any visible damage.

If you believe your parcel has been lost, contact me so I can review its tracking information and follow the appropriate Royal Mail process.

Further information about refunds, replacements and returns can be found in the Returns Policy.