Delivery & RETURNS

Outside of the United Kingdom, we ship to the following countries around the world:

EUROPE: Austria, Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Germany, Ireland, Italy, Malta, Netherlands, Norway, Portugal, Slovakia, Spain, Sweden, Switzerland.

NORTH AMERICA: Canada, United States.

OCEANIA: Australia, New Zealand.

ASIA: Japan, Singapore, South Korea.

EU and US orders: There are no surprise customs fees or charges when your parcel arrives. For most EU and US orders, customs costs are included and will be prepaid. Some higher value orders require an additional customs fee. If this is the case, we will contact you as soon as possible to request the customs fee so that we can ensure it is prepaid before your parcel arrives.

We will always ensure that you are happy to proceed before your order is despatched. If you decide to cancel your order at this stage (rather than paying the customs fee) we will issue a full refund.

If you have any questions about shipping or customs fees please contact us at contact@freightstore.co.uk.

Standard UK delivery is charged at a rate of £5 per order for 3-5-day delivery service.

UK orders over £150 will receive Free Shipping. Your order will be carefully packed and sent with our standard delivery service.

Express UK delivery is charged at a rate of £10 per order with a 2-day* delivery service. 

International orders are charged at a rate of £20 with delivery in approximately 3-8 working days. See 'Are there fees for international shipping?' for more details about prepaid customs charges.

We use a combination of Royal Mail and alternative couriers depending on the size of the parcel, delivery address and the type of postage chosen during checkout. 

*2-day delivery does not apply to Islands and Highlands.

Yes, we do offer a Click & Collect option from our store located in Lewes, UK. Find our address here.

Click & Collect is free of charge and you can find the option towards the end of the checkout process.

We wrap every parcel with care using natural-coloured, recycled tissue paper and packing materials.

If you would like to add a note with your order we will handwrite your message and include it in your parcel free of charge. Please leave your personalised note in the ‘Order Notes’ section before continuing to checkout.

Rest assured we do not include any receipts or price tags inside our online deliveries.

As part of our sustainability efforts we reuse boxes and packing materials where possible. If your order is a gift and you would prefer not to have this, please leave us a note to say you would like us not to use recycled materials.

As part of our sustainability efforts we are conscious of minimising waste, sourcing recycled materials and reusing cardboard boxes and padding where possible.

We wrap every order with unbleached, recycled tissue paper, and pack into reused boxes, unless otherwise specified by the customer. Our padding is either reused or fully recyclable 'honeycomb' brown paper wrap.

We have ensured that all our suppliers are packaging our products with cellulose packets and corn chips, and we return our used packing materials back to our potter for them to reuse again. This is particularly useful for minimising the waste caused by bubble wrap which is sometimes needed to protect our more fragile items.

We hope you are happy with your purchase, but if not, we can offer a refund or exchange on any item as long as it is returned in its original packaging and in saleable condition within 20 days of purchase.

Please note however, we are unable to reimburse postage costs incurred. We avoid excessive paper waste with our parcels, so we do not post out receipts. If you would like to return an item to us, please just put your name and order number in with the item and what you would like us to do: exchange or refund.

Please contact us as soon as possible if you need to amend or cancel your order. We cannot make changes once an order has been despatched.

If you would like to return your order the best thing to do is to post the unused/unworn items back to our shop (or bring them back in person if you are local) with a note that includes your name and order number.

Please include a message to explain if you would prefer a refund (the full value of the items will be refunded, however we cannot refund postage costs), or an exchange.

If you receive a damaged or faulty item, please contact us and we will do our best to resolve the matter as soon as possible. Sometimes goods do get broken in transit, but we will always do our upmost to ensure that goods are well packaged to avoid this occurring.  

Many of our items are handmade and have specific care instructions which are listed below each item online. We are therefore unable to provide a refund for an item where instructions have not been followed. If you have any queries please do not hesitate to contact us at contact@freightstore.co.uk.