DUE TO LIMITED AIRLINE CAPACITY, GOVERNMENT RESTRICTIONS AND CONSEQUENT BACKLOGS WE ARE ASKING INTERNATIONAL CUSTOMERS TO ALLOW 60 DAYS FOR ORDERS TO ARRIVE. OUR USUAL DELIVERY EXPECTATIONS CANNOT BE MET, SO PLEASE DISREGARD OUR ESTIMATED ARRIVAL TIMES STATED BELOW AND ONLY CONTACT US ABOUT MISSING ORDERS AFTER THIS TIME.
Please refer to Royal Mail's service bulletins for delivery service information and updates for your location:
We are dependant on the postal service for collection and delivery, and on a healthy supply chain for our wares and packaging. These services are also greatly disrupted by bigger workloads, stock and staff shortages and safe distancing measures, and as we are instructing our suppliers to prioritise essential goods, we may need to wait for our materials. Our delivery and restock times will inevitably be longer than usual.
IF YOU HAVE INSTRUCTIONS FOR YOUR POSTMAN TO ENSURE A SAFELY-DISTANCED DELIVERY PLEASE DETAIL THEM IN THE COMMENTS BIT AT CHECKOUT.
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!
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. 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 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) although please be mindful that we do not currently offer a gift wrap service.
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.
Orders are usually dispatched the next 1-2 working days, and always within 5 working days. We use standard 24hr and 1st class untracked services, 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).
To keep postage costs low for our customers, we may split bulky or large orders into separate packages which may not arrive on the same day. Please check packaging and compliments slips for an indication of consignment number if you are concerned about missing items.
The recipient is responsible for paying any duty or taxes owed due to the customs requirements of the destination country.
ESTIMATED DELIVERY TIMES FROM DISPATCH:
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 CEASED SHIPPING TO SOUTH AFRICA DUE TO ONGOING STRIKE ACTION AND SEVERE DELAYS.
WE HAVE CEASED SHIPPING TO BRAZIL DUE TO UNWORKABLE CHANGES IN THE CUSTOMS SYSTEM.
PLEASE READ THE ROYAL MAIL INTERNATIONAL INCIDENT BULLETIN HERE
These estimates are for guidance only - please allow 30 days from placing an order (40 Days for Canada & South America) 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 from the date of order, we will send a replacement where possible or refund your account in full where appropriate. After the 30th 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. 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
**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.