Postage and Delivery Policy

This Postage & Delivery Policy applies to orders placed with Terrace Cartel Ltd through www.terracecartel.com.

We aim to dispatch orders as quickly and reliably as possible. Please read this policy carefully before placing your order, particularly if you are purchasing an upgraded delivery service.

Nothing in this policy affects your statutory rights.

1. OUR DELIVERY PARTNERS

Our main delivery provider is Royal Mail.

From time to time, Terrace Cartel Ltd may use other couriers or delivery providers where appropriate due to parcel size, destination, service availability, operational requirements or other circumstances.

The courier used for your order may therefore vary.

2. UK DELIVERY

For UK orders over £10, we provide:

FREE Royal Mail Tracked 48 Delivery

Customers can also choose to upgrade their delivery service:

Royal Mail Tracked 24 — additional £2

Next Day Delivery — additional £6

Available delivery options and charges will be displayed at checkout.

Orders of £10 or less may be subject to a delivery charge, which will be shown at checkout before payment.

3. ORDER CUT-OFF TIME

Our weekday order cut-off time is:

1:00 PM (13:00 UK time)

Orders placed after 1:00 PM may not begin processing until the next working day.

Our normal working and dispatch days are Monday to Friday, excluding UK bank holidays.

The 1:00 PM cut-off does not guarantee same-day dispatch.

Orders may require additional processing time due to order volumes, stock preparation, picking and packing, customisation, proof approval or other operational requirements.

4. DELIVERY CHARGES ARE FOR DELIVERY — NOT PRIORITY PROCESSING

All postage and delivery charges paid to Terrace Cartel Ltd are for the delivery service after dispatch.

Paying for an upgraded delivery option such as Tracked 24 or Next Day Delivery does not purchase faster picking, packing, production or order processing.

Terrace Cartel Ltd does not offer a priority picking, packing or processing service.

All orders are processed through our normal fulfilment process regardless of which delivery service you select.

The delivery service selected at checkout applies once your order has been processed, packed and handed to the courier.

For example, selecting Tracked 24 instead of Tracked 48 means your parcel will be sent using the faster applicable Royal Mail service once it is ready for dispatch. It does not move your order ahead of other orders waiting to be picked, packed or processed.

Similarly, paying for Next Day Delivery does not mean your order will automatically be picked, packed or dispatched on the day you place it.

In simple terms: you are paying for a faster delivery service after dispatch, not faster processing before dispatch.

5. NEXT DAY DELIVERY

Where available, customers can upgrade to our Next Day Delivery service for an additional £6.

“Next Day Delivery” refers to the delivery service used once your order has been dispatched. It does not mean that your order is guaranteed to be dispatched on the same day it is placed.

Orders must still go through our normal picking, packing and processing procedure.

Our 1:00 PM weekday cut-off applies, but this does not constitute a guarantee of same-day dispatch.

Orders placed after 1:00 PM will generally not begin processing until the following working day.

Next Day Delivery applies to working-day delivery unless we specifically state otherwise at checkout.

Saturday, Sunday and bank holiday delivery should not be assumed.

Custom-made, personalised or printed products may require additional production and proof-approval time before they can be dispatched.

6. DISPATCH DAYS

Terrace Cartel Ltd normally processes and dispatches orders:

Monday to Friday

We do not normally dispatch orders on:

Saturdays
Sundays
UK bank holidays

Orders placed during weekends or bank holidays will normally begin processing on the next available working day.

For example, an order placed on Saturday will normally enter our working-day processing schedule from Monday, provided Monday is not a bank holiday.

7. TRACKED 24 & TRACKED 48

Royal Mail services such as Tracked 24 and Tracked 48 relate to Royal Mail’s delivery service after a parcel has been dispatched.

They do not mean Terrace Cartel Ltd guarantees that an order will arrive exactly 24 or 48 hours after it was placed.

The time required for Terrace Cartel to process, pick and pack your order is separate from the courier’s delivery timeframe.

Once your parcel has been dispatched:

Tracked 24 uses Royal Mail’s applicable Tracked 24 service.
Tracked 48 uses Royal Mail’s applicable Tracked 48 service.

Actual delivery times may occasionally vary due to circumstances within the courier network or other circumstances outside our reasonable control.

8. TRACKING INFORMATION

Where a tracked service is used, tracking information will normally be provided once your order has been dispatched and tracking becomes available.

Please allow time for the courier’s tracking system to update.

A tracking number being generated does not necessarily mean that the parcel has already entered the courier’s delivery network.

Tracking information and delivery scans are provided by the relevant courier and may not always update immediately.

9. DELIVERY TIMES & COURIER DELAYS

We aim to dispatch orders promptly, but delivery times can occasionally be affected by circumstances outside Terrace Cartel Ltd’s reasonable control.

These may include:

Royal Mail or courier delays
Severe weather
Transport disruption
Industrial action
Bank holidays
Seasonal demand
Christmas or other peak periods
Customs processing
Incorrect or incomplete delivery addresses
Local delivery disruption
Other circumstances affecting postal or courier networks

Once a parcel has been handed to the courier, its physical delivery journey is managed by that courier.

We will, however, assist where appropriate if a parcel appears to have been significantly delayed or lost.

Nothing in this section affects your statutory rights.

10. CUSTOM-MADE, PERSONALISED & PRINTED PRODUCTS

Custom-made, personalised and printed products may require additional production time before dispatch.

Where Terrace Cartel provides a final proof for approval, the order cannot normally proceed to final production until that proof has been approved.

Production and proof approval are separate from delivery.

Selecting and paying for an upgraded delivery service does not reduce the time required to design, proof, manufacture, print, personalise, pick or pack your order.

For example, if you purchase a custom-made product and select Next Day Delivery, this does not mean that the custom product will be manufactured and delivered the next day.

The upgraded delivery service applies once the completed product is ready and has been dispatched.

Customers requiring an order for a particular date should take production and processing times into consideration before ordering.

11. EUROPEAN DELIVERY

Delivery to European destinations is charged at a flat rate of:

£19.99 per order

This applies regardless of order size, subject to any restrictions or exceptions displayed at checkout.

European delivery times vary depending on the destination, courier, local postal network and customs procedures.

International delivery estimates should not be treated as guaranteed delivery dates unless we expressly state otherwise.

12. REST OF WORLD DELIVERY

For destinations outside the UK and Europe, delivery is charged at a flat rate of:

£27.99 per order

This applies regardless of order size, subject to any restrictions or exceptions displayed at checkout.

Delivery times vary significantly depending on the destination, courier, local postal network and customs procedures.

13. CUSTOMS, IMPORT DUTIES & TAXES

Terrace Cartel Ltd does not pay customs charges, import duties, import VAT, local taxes or other import fees on your behalf.

Orders delivered outside the UK may be subject to additional charges imposed by the destination country’s customs authority, government, postal operator or courier.

These may include:

Customs duties
Import VAT
Local sales taxes
Customs clearance charges
Courier handling charges
Other applicable import fees

These charges are the responsibility of the customer or recipient.

They are not included in our postage charges unless we expressly state otherwise at checkout.

Terrace Cartel Ltd does not control these charges and cannot tell you in advance exactly how much you may be required to pay.

Customers ordering internationally are responsible for checking the applicable import rules, taxes and duties in their country before ordering.

A parcel being held or delayed by customs is outside Terrace Cartel Ltd’s direct control.

14. REFUSED INTERNATIONAL DELIVERIES

If you refuse an international delivery because you do not wish to pay customs duties, import taxes, handling fees or other charges, the parcel may be returned to Terrace Cartel Ltd.

Where legally permitted, any refund due may be reduced to account for reasonable delivery, return or other costs incurred as a result of the parcel being refused.

Custom-made, personalised and printed products remain subject to our separate Returns & Refunds Policy.

Nothing in this section affects statutory rights that cannot legally be excluded.

15. DELIVERY ADDRESS

It is your responsibility to provide a complete and accurate delivery address when ordering.

Please carefully check information including:

Recipient name
House or building number
Street
Town or city
County/region where applicable
Postcode
Country

If you realise you have entered an incorrect address, please contact us immediately at:

info@terracecartel.com

We will make reasonable efforts to amend the address if the order has not yet been dispatched.

However, we cannot guarantee that an address can be changed once an order has entered processing, been packed or been handed to the courier.

16. UNDELIVERABLE & RETURNED PARCELS

A parcel may be returned to us because:

The delivery address was incorrect or incomplete
Delivery was refused
The recipient was unavailable
The parcel was not collected
The courier was unable to complete delivery
Customs or import charges were not paid

If your parcel is returned to Terrace Cartel Ltd, please contact us.

Where the failed delivery was caused by incorrect information supplied by the customer, refusal of delivery, failure to collect the parcel or another circumstance outside our responsibility, additional postage charges may apply if you ask us to send the parcel again.

Any refund or redelivery will be handled in accordance with applicable consumer law and our Returns & Refunds Policy.

17. DELAYED ORDERS

If your order has not arrived within the expected timeframe, please check your tracking information first.

If your tracking suggests that the parcel is significantly delayed or you believe it may be lost, contact:

info@terracecartel.com

Please provide your:

Name
Order number
Delivery postcode

We can then investigate the shipment with Royal Mail or the relevant courier where appropriate.

18. LOST PARCELS

If you believe your parcel has been lost in transit, please contact us at:

info@terracecartel.com

We may need to allow the relevant courier’s required timeframe to pass before a parcel can formally be treated as lost.

Where appropriate, Terrace Cartel Ltd will raise an investigation or claim with the courier.

Your statutory rights are not affected by any separate claim Terrace Cartel Ltd may make against Royal Mail or another courier.

19. DAMAGED PARCELS

If your parcel or products arrive damaged, please contact us as soon as reasonably possible.

Email:

info@terracecartel.com

Please include your order number and photographs showing, where possible:

The damaged product
The external packaging
The internal packaging
Any visible damage to the parcel

Please retain the packaging until we confirm whether it is required for our investigation.

We will deal with faulty or damaged products in accordance with our Returns & Refunds Policy and your applicable statutory rights.

20. ORDERS CONTAINING MULTIPLE ITEMS

Orders containing multiple products may occasionally be dispatched in more than one parcel.

If we split your order, you may receive separate tracking numbers and the parcels may arrive at different times.

You will not normally be charged additional postage solely because Terrace Cartel Ltd chooses to split an order into multiple shipments.

21. DELIVERY TO A SPECIFIC DATE

If you require an order for a specific event, match, birthday, holiday or other date, please order with sufficient time for processing and delivery.

Unless Terrace Cartel Ltd expressly agrees otherwise in writing, delivery estimates should not be treated as a guarantee that an order will arrive for a particular event or date.

Purchasing Tracked 24 or Next Day Delivery does not purchase priority order processing.

The upgraded service only applies to the courier stage after your order has been processed and dispatched.

Custom-made and personalised orders should be placed particularly early because design, proof approval and production may add additional time before dispatch.

22. DELIVERY RESTRICTIONS

We reserve the right not to deliver to certain countries, territories or addresses where delivery is unavailable, restricted, prohibited, unsafe or commercially impractical.

Available destinations will normally be determined by the options available through our website checkout.

If we accept an order but subsequently discover that we cannot deliver to the supplied destination, we will contact you and arrange an appropriate cancellation and refund where required.

23. OUR RESPONSIBILITY FOR DELIVERY

Terrace Cartel Ltd remains responsible for fulfilling its obligations to customers under applicable consumer law.

Nothing in this policy is intended to remove or reduce any responsibility that cannot legally be excluded.

References in this policy to matters being outside our control are intended to explain circumstances that may affect delivery times and are not intended to remove any statutory rights you may have if goods are not delivered.

24. YOUR STATUTORY RIGHTS

Nothing in this Postage & Delivery Policy is intended to exclude, restrict or replace any statutory consumer rights available to you under applicable UK law.

Where any provision of this policy conflicts with a statutory right that cannot legally be excluded or restricted, your statutory rights will apply.