Shipping policy

We always aim to meet the delivery times stated above. However, there may be rare occasions where shipping is delayed for reasons outside of our control. This may be due to strikes, adverse weather conditions, or vehicle breakdowns. In the unlikely event that your parcel is delayed, we cannot be held liable and therefore cannot offer any reimbursements for shipping costs.

Please note that during the holiday season or when there are carrier strikes, we may use alternative carriers to ensure you receive your orders on time. 

Frequently Asked Questions

 

WHAT IF I'M NOT IN WHEN THE POSTMAN DELIVERS?

If there is no one in to accept your parcel(s), Royal Mail may choose to deliver them to a Safeplace location at the address. In that case, they will leave a 'Something For You' card explaining where the parcel(s) is located. If they are unable to find a suitable Safeplace and cannot deliver to a neighbour, your parcel(s) will be returned to your local Royal Mail Customer Service Point and this will be explained on the 'Something For You' card at the address.

CAN I TRACK MY ORDER?

Yes, we despatch all our orders via Royal Mail, except where there are carrier strikes. When you receive your despatch confirmation, there is a link to the Royal Mail website in the body of the email which enables you to Track & Trace your parcel(s).* Please note that information relating to your order may not be available to view immediately after it leaves us. If that is the case, please try again a little later. 

*Only applies to UK orders. 

DO YOU DELIVER WORLDWIDE?

Currently, we deliver to the UK, Europe, the USA, and Canada. We are planning to expand our delivery regions in the future.

DO YOU DELIVER TO BFPO ADDRESSES?

Absolutely! Please enter your delivery address as normal during the check-out, entering BFPO in the field for 'Country'. 

I HAVE NOT RECEIVED MY ORDER - WHAT SHOULD I DO?

If you are in the UK, please allow up to 7 working days for your order to arrive. If it is beyond 7 working days, we recommend that you first contact your local sorting office to check if they are holding it for you. If they do not have your parcel, please email our customer support team at hello@imogencollective.com and we will be happy to investigate this for you. 

If you are in the USA, Canada, or Europe, please allow 12 working days for your order to arrive. If it is beyond 12 working days, please email our customer support team at hello@imogencollective.com and we will be happy to investigate this for you. 

CAN I HAVE MY ORDER DELIVERED TO MULTIPLE ADDRESSES?

If you would like to send orders to more than one address, please place a separate order for each delivery address.

MY ORDER IS BEING SHIPPED OUTSIDE OF THE UK - WILL I HAVE TO PAY CUSTOMS CHARGES?

Products delivered to destinations outside of the UK may be subject to taxes, levies, and other charges as a result of local legislation or customs formalities. We recommend that you check the import charges applicable before ordering Products to be delivered there.

You (or the recipient of the Products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.

WILL CUSTOMS DUTIES BE CHARGED ON GIFT ORDERS GOING OUTSIDE OF THE UK?

While the order is a gift, and the parcel(s) could be marked as such, customs authorities still require the value of the gift item(s) to be declared on the parcel. The recipient of the order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies, and any other charges that may be levied. The recipient of the Products, not the person who placed the order, will receive a separate request for payment of these charges. If you are ordering Products to be delivered to someone else, please ensure that they are made aware that they will be responsible for these additional charges. We would recommend checking these requirements with the relevant local authority before placing an order.

WHAT HAPPENS IF THE GIFT RECIPIENT DOESN'T PAY THE CUSTOMS CHARGE?

The gift recipient is not obliged to pay the import duty and sales tax charges; however, they won't receive the parcel until they do. If the customs charges are not paid, the parcel is typically held for a few weeks, and if still unpaid the parcel will be returned to the sender, incurring return postage costs.