++ SORRY CANADIAN CUSTOMERS – DUE TO STRIKE ACTION AT CANADAPOST WE HAVE SUSPENDED SHIPPING TO CANADA AS OF NOV 29TH ++
WE ARE SHIPPING THROUGHOUT THE HOLIDAYS (EXCEPT FOR CHRISTMAS EVE, CHRISTMAS DAY, BOXING DAY & NEW YEAR’S DAY) ORDERS PLACED OVER HOGSWATCH WILL STILL BE SHIPPED AS SWIFTLY AS USUAL!
PLEASE BE AWARE THAT OUR CUSTOMER SERVICE TEAM WILL BE OPERATING REMOTELY AND COMMUNICATION WILL BE LIMITED – IF YOU NEED TO GET IN TOUCH WITH US PLEASE SEND US A MESSAGE US VIA EMAIL OR OUR CONTACT FORM AND WE WILL GET BACK TO YOU AS SOON AS WE HAVE SOBERED UP!
WISHING YOU ALL A VERY MERRY HOGSWATCH!
IMPORTANT INFORMATION FOR EU RESIDENTS . . .
In 2021 the United Kingdom left the European Union. Orders sent to the EU are now subject to taxes levied by the receiving country.
Our website utilises the EU’s IOSS scheme for orders under £135 (150 euros). If you are buying from the EU, we will charge you the correct VAT for your country at checkout. Your VAT and duties will be paid for upfront, meaning you can relax in the knowledge that there will be no more additional charges to pay!
Orders over £135 (€150) will be sent ‘Delivered Duty Unpaid’ (DDU). This means EU residents will be required to pay VAT and any additional charges such as import duties and handling fees at the point of delivery. Global tax is not our expertise and charges vary per item, per country, so we recommend consulting your country’s government information on charges & tariffs for importing goods from the UK.
You will be contacted by customs via phone, email or post prior to delivery to arrange payment of these fees, so please ensure your contact details are correct when submitting your order and be sure to check your phone messages, email inbox and junk folders regularly when awaiting an order from the UK.
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 separate packages.
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 weight-based system to determine postage costs. These are calculated at checkout depending on the combined weight of each individual item. Although we cannot discount postage like bigger retailers do, we try to match the price that you would pay over the counter, and where possible apply our business rates to keep costs even lower!
For most orders we ship via Royal Mail 24 within the UK, and Royal Mail 1st Class International Standard for European and Worldwide destinations. We will however use courier services (UPS, DHL, PARCELFORCE etc.) at our discretion where appropriate to guarantee delivery, or for larger orders where we can ship in fewer consignments than Postal Service restrictions allow.
To keep shipping costs affordable, we do not currently offer a tracked postage option as standard for most items, though you are welcome to contact us before placing an order if you would like to request tracked shipping, or next day guaranteed shipping if you require an order urgently (UK orders only).
PLACING AN ORDER & WHAT TO EXPECT
Please ensure that you have entered your contact and delivery details correctly as we cannot issue replacements for orders sent to the wrong address unless the items are returned to us. Include any delivery/safe space instructions in the comments box during checkout and please specify any gift messages or packaging requirements (i.e. plain, unbranded packaging), although please be mindful that we do not currently offer a gift wrap service. 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.
On successful completion of your order a confirmation email will be automatically sent to the address you provided at checkout, followed by a separate shipping notification (with tracking for orders despatched via courier) – please check your junk box and be sure to add us to your address book! Our standard Royal Mail 24 and 1st class International services are untracked, and we therefore cannot provide an exact date of arrival for your order. If you are especially concerned about items going astray we can a provide signed-for or tracked services on request – please contact us before placing an order to arrange. If your order is required urgently include a note with your order at checkout and we will do our best to deliver on time (UK orders only).
DELIVERY
Orders are usually dispatched the next 1-2 working days, and always within 5 working days.
Due to size and weight restrictions, and to safeguard against damages we may split heavy, bulky or tricky to pack orders into separate packages – this is especially true for orders containing posters and prints! It is very tricky to keep parcels side by side in the postal/customs sorting systems, and it is therefore normal for separate consignments to arrive at different times. Please check packaging and compliments slips for an indication of consignment number if you are concerned about missing items.
Your country may levy import taxes and charges on your order. (EU residents please read the bulletin at the top of this page). The recipient is responsible for paying any additional charges such as taxes, duties, customs and courier fees imposed by the destination country – you will be contacted by your delivery agent prior to delivery, and you will need to make payment in good time to receive your goods. If payment is delayed or refused your order will be returned to us and you may be liable to pay extra shipping costs to resend your order.
Please consult your own country’s government information on charges for importing goods from the UK.
EXPECTED DELIVERY TIMES FROM DISPATCH:
** NOT APPLICABLE AT CHRISTMAS **
(These are estimates for guidance only, and not a guarantee of delivery time)
UK 1-2 days
Europe 1-2 weeks (except Germany, Netherlands, Italy & Spain = 2-3 weeks)
Worldwide 2-3 weeks
Canada & South America 3-4 Weeks
While we would expect your order to arrive within these times, we ask you to please allow 30 days for UK delivery, and 60 days for International delivery from placing an order before reporting an order missing. This allows for delays in the postal system such as customs checks & delays, holiday congestion, adverse weather conditions, strike action and transport disruption.
To check the postal system for issues that may delay your order please visit Royal Mail’s International Incident Bulletin HERE
*WE HAVE SUSPENDED SHIPPING TO CANADA, RUSSIA AND SOUTH AFRICA*
*BRAZIL CUSTOMERS – PLEASE INCLUDE YOUR TAX IDENTIFICATION NUMBER IN YOUR ADDRESS AND IN THE COMMENTS TO ENSURE DELIVERY.*
*GERMANY CUSTOMERS – PLEASE DO NOT SEND TO DHL PACKSTATIONS as your order will be returned to us.*
UNDELIVERED, INCOMPLETE OR DAMAGED ORDERS
If your order hasn’t arrived after 30 days (UK delivery) or 60 days (international delivery) from the date of order, we will send a replacement or refund your account in full where possible or 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. 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.
Your postperson/courier should leave a note for collection if they were unable to deliver, and it is the customer’s responsibility to check with their local depot/post office for any missed deliveries. However, we know that things can go wrong from time to time, so please contact us if you have missed a delivery and have not been alerted by our delivery agent. Orders returned to us marked as ‘unclaimed’ may incur another postage charge to resend. If a refund is preferred 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 responsible for these charges, and are not liable for replacing or refunding missing or returned orders due to missed payments.
It is the buyer’s responsibility 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 and we cannot always amend addresses for orders already in process regardless of how soon we are notified. 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
For more information please see our RETURNS & EXCHANGES page
**THIRD PARTY FORWARDING**
Our shipping contract is with Royal Mail, Royal Mail’s official delivery partners and our chosen couriers. 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.
