COVID-19 & BREXIT DELIVERY:

DUE TO THE CONTINUED IMPACT OF COVID-19 AND BREXIT ON THE POSTAL SYSTEM WE ARE CURRENTLY ASKING INTERNATIONAL CUSTOMERS TO ALLOW UP TO 60 DAYS FOR ORDERS TO ARRIVE.
*THANK YOU FOR YOUR PATIENCE IN THESE INTERESTING TIMES*

Visit Royal Mail's service bulletins for delivery service information and updates for your location:



IMPORTANT INFORMATION FOR EU RESIDENTS . . .

  On January 1st the United Kingdom left the European Union. This means that EU residents may now be required to pay additional charges such as taxes, duties and handling fees to receive goods imported from UK retailers. 

Global customs fees are not our expertise, so the best way to be sure of charges is to consult your own country's government information on charges for importing goods from the UK. They should have a website with a list of import tarrifs available.
You will  be contacted by customs via phone, email or post prior to delivery to arrange payment of these fees, so please ensure you enter appropriate and correct contact details when submitting your order, and check your email inbox and junk folders regularly when awaiting an order from the UK.

If you are buying as a gift please do not ship directly to a gift recipient in the EU unless they have agreed to pay additional costs. 
We currently need to split larger orders due to weight restrictions imposed by the Postal Service, so please bear in mind that additional handling charges may be levied per package. Please contact us before ordering and we can advise whether your order may be shipped in seperate packages.

VAT and import duties are calculated depending on the value of the items in the order, and handling fees may be requested by the delivery company to collect these charges. Charges vary per item, per country so we recommend consulting your goverment's rates for importing goods from the UK and your postal services' handling fees for collecting payments of additional charges.

In order to continue shipping to the EU we have taken on more staff and implemented a brand new postage system to ensure we are compliant with new customs procedures and requirements, however incorporating the EU's new IOSS scheme to include VAT and duties at checkout was a bridge to far for us this year.

For now it is the customer's responsibility to pay any additional fees at the receiving end, BUT PLEASE STICK WITH US - We are busy working on a brand new website that will incorporate IOSS for orders under £135 (150 euros) meaning no more unwelcome surprises and delays. We also aim to offer courier services that will reduce the need to split larger orders into separate consignments.



'Neither rain nor snow nor glo m of ni  t...' 

As an official branch of the Ankh-Morpork Post Office we pride ourselves on offering swift and reliable delivery all over the Roundworld.
We always aim to dispatch orders as soon as possible, and always within 5 working days (except at Hogswatch). In the event of a delay or problem with your order we will alert you as soon as possible. Please read on for more postage nitty-gritty!



POSTAGE SERVICES
We use a size and weight-based system whereby postage costs are charged based on the size and weight of the package - this is calculated at checkout depending on the combined weight of each individual item. Although we cannot discount postage like bigger retailers do, our weight-based system helps us to closely match the price that you would pay over the counter, and where where possible we apply our business rate to keep costs low.
We ship via Royal Mail 24 within the UK, and Royal Mail 1st Class International Air Mail for Europe and Worldwide destinations. We will however use courier services at our discretion for larger orders where we can ship in fewer consignments than Postal Service restrictions allow. Royal Mail 24 is not a guaranteed service so delivery may take longer, especially at busy times.
To keep shipping costs affordable, we do not currently offer a tracked postage option though you are welcome to contact us before placing an order if you would like us to arrange tracked shipping.


PLACING AN ORDER & WHAT TO EXPECT
Please ensure that you have entered your delivery details correctly as we cannot make amendments to, or issue replacements for orders sent to the wrong address unless the items are returned to us. Include any instructions to the postman in the comments box during checkout and please specify any special packaging requirements (i.e. plain, unbranded packaging). We do not currently offer a gift wrap service, but our packaging features Discworld Stamps and stickers as standard to delight the recipient.
On successful completion of your order a confirmation email will be automatically sent to the address you provided at checkout. Should this confirmation not be apparent please check your junk box and add us to your address book. We will always wait for funds to clear before sending your items, including payments sent via e-cheque. Your order status can be viewed at any time in your account.


DELIVERY
Orders are usually dispatched in the next 1-2 working days, and always within 5 working days. We do not ship on Saturdays or Sundays. We use standard 24hr and 1st class untracked services for UK and international orders respectively, we therefore cannot provide an exact date of arrival for your order. If you are especially concerned about items going astray we can provide a signed-for service for an extra charge - please contact us before placing an order to arrange. If your order is required urgently please contact us or include a note with your order at checkout and we will do our best to deliver on time (UK orders only).
Due to postal service size and weight restrictions we may split heavy or large orders into separate packages which may not arrive on the same day. Please check packaging and compliment slips for an indication of consignment number if you are concerned about missing items.

The recipient is responsible for paying any additional charges such as taxes, duties, customs and courier fees imposed by the destination country.
Please consult your own country's government information on charges for importing goods from the UK. A number of online duty calculators are also available to help calculate charges.



ESTIMATED DELIVERY TIMES FROM DISPATCH:
(WE ARE NOT CURRENTLY ABLE TO PROVIDE ESTIMATED ARRIVAL TIMES DUE TO THE UNCERTAIN IMPACTS OF BREXIT, COVID-19 AND CHRISTMAS ON THE POSTAL SERVICE)

UK 2-6 days

Europe 1-2 weeks (Except for Spain & Italy = 2-3 weeks)

Worldwide 2-3 weeks

Canada & South America 3-4 weeks

**WE HAVE SUSPENDED SHIPPING TO ITALY POSTE AS ITALIANE IS CURRENTLY EXPERIENCING SEVERE DELAYS OF AT LEAST SEVERAL WEEKS ON ENTRY TO ITALY, AND FURTHER DELAYS ONCE ITEMS ENTER CUSTOMS DUE TO IT PROBLEMS ****

WE HAVE CEASED SHIPPING TO SOUTH AFRICA DUE TO ONGOING STRIKE ACTION AND SEVERE DELAYS.
BRAZIL CUSTOMERS - PLEASE INCLUDE YOUR TAX IDENTIFICATION NUMBER IN YOUR ADDRESS AND IN THE COMMENTS TO ENSURE YOUR ORDER REACHES YOU


PLEASE 
READ THE ROYAL MAIL INTERNATIONAL INCIDENT BULLETIN HERE


These estimates are for guidance only - please allow 30 days for UK delivery, and 60 days for International delivery from placing an order before reporting an order missing to allow for delays in the postal system caused by issues beyond our control such as holiday congestion, adverse weather conditions, transport disruption and customs checks and investigations.

To check the postal system for worldwide incidents or circumstances that may delay your order visit: https://goo.gl/KUodQM

PLEASE BE AWARE THAT DELIVERY TIMES CAN BE CONSIDERABLY LONGER OVER CHRISTMAS. ORDERS PLACED BEFORE OUR LAST POSTING DATES MAY STILL BE SUBJECT TO CUSTOMS CHECKS OR DELAYS IN THE POSTAL SYSTEM SO WHILE WE WILL DO OUR BEST TO SHIP AS QUICKLY AS POSSIBLE, LATE STAGE ORDERS CANNOT BE GUARANTEED - WE ALWAYS RECOMMMEND ORDERING IN GOOD TIME FOR THE HOLIDAYS, & SUGGEST ADDING ANOTHER WEEK TO OUR ESTIMATES ABOVE FOR INTERNATIONAL ORDERS PLACED NOV-DEC.


UNDELIVERED, INCOMPLETE OR DAMAGED ORDERS
If your order hasn't arrived after 30 days, or 60 days for international destinations from the date of order, we will send a replacement where possible or refund your account in full where appropriate. After the 30th or 60th day there is a 7-day window in which to claim a refund/replacement. After this time we cannot accept any responsibility for investigating, refunding, or replacing a missing order.
Your postman should leave a note for collection if they were unable to deliver. It is the customer's responsibility to check with their local depot/post office for any missed deliveries. Orders returned to us marked as 'unclaimed' may incur another postage charge to resend. If a refund is prefered in these circumstances then we will not refund the original postage. Please be aware that your country may request payment of taxes or charges to release your order - we are not reponsible for these charges, and are not liable for replacing or refunding missing or returned orders due to missed payments.

It is the buyer's responsibilty to ensure that a full and valid delivery address is entered when placing an order. Our customer service is not continuously operational, so we may not be able to amend addresses for orders already in process regardless of how soon we are notified. We will not replace items lost due to incomplete/inaccurate delivery addresses. Undelivered items that are returned to us by the post office will be re-sent for an extra charge but we cannot re-send, or issue refunds for mis-addressed items until the original package is returned to us and the original postage cost will not be refunded.

We are not liable for replacing or refunding missing or returned orders as a result of mechanical failures, acts of God, pandemic, acts of war or terrorism, civil commotion, strikes, lockouts and other industrial disputes, acts or restraints of Government, and imposition or restrictions of imports or exports

If anything is missing from your order then let us know as soon as possible and we will send your due items immediately, or refund your account within a few days should the item be out of stock. If an item arrives damaged, faulty or in any other unsatisfactory condition we will issue a full refund or replacement if the item is returned to us within 60 days of receipt. We will also credit your return postage for damaged/faulty items.

For more information please see our RETURNS & EXCHANGES page

GERMAN CUSTOMERS - PLEASE DO NOT SEND TO DHL PACKSTATIONS as your order will be returned to us.

**THIRD PARTY FORWARDING**
Our shipping contract is with Royal Mail and Royal Mail's official delivery partners only. As per our terms and conditions, third party freight forwarding companies are not included under our customer contract. The Discworld Emporium is not responsible for damage, defect, material difference, or loss that occurs to goods delivered via a third party freight forwarder. We are not able to provide a replacement of, or refund for, any goods delivered to a third party freight forwarder.
Customers using forwarding companies do so at their own risk.


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