Shipping policy

Shipping & Delivery Policy

Last updated: 28 August 2026

This Shipping & Delivery Policy explains how Cello Limited (“we”, “us”, “our”) handles the dispatch and delivery of orders placed through our website.

1. Delivery Areas

We currently deliver to:

  • United Kingdom (mainland)

If we are unable to deliver to your location, we will notify you before processing your order.

2. Processing Times

We aim to process and dispatch all orders within:

  • 1–3 working days for standard orders
  • Same‑day or next‑day dispatch for express orders (if offered)

Processing times may be longer during busy periods, holidays, or due to unforeseen circumstances.

3. Delivery Methods & Estimated Timeframes

Delivery times begin once your order has been dispatched.

Standard Delivery

  • Estimated delivery: 2–5 working days
  • Carrier: Royal Mail

Express Delivery

  • Estimated delivery: 1–2 working days

Free Delivery

  • Applies to orders over £25
  • Delivered via standard service

Delivery times are estimates and not guaranteed.

4. Delivery Charges

Delivery costs are displayed at checkout and depend on:

  • Delivery method selected
  • Order weight and size
  • Delivery location

Any promotional or free‑delivery offers will be clearly shown.

5. Order Tracking

Once your order has been dispatched, you may receive:

  • A tracking link
  • A dispatch confirmation email

Tracking availability depends on the delivery service selected.

6. Delivery Issues

A. Delayed Deliveries

If your order is delayed, we will take reasonable steps to keep you informed. We are not responsible for delays caused by:

  • Strikes
  • Severe weather
  • Carrier issues
  • Incorrect delivery information provided by the customer

B. Lost Deliveries

If your order has not arrived within 10 working days of dispatch, contact us at hello@CraftyGoat.co.uk, and we will investigate.

C. Failed Deliveries

If a delivery attempt fails due to incorrect address details or failure to collect from a depot, you may be responsible for redelivery charges.

7. Delivery Address

Orders will be delivered to the address provided at checkout. It is your responsibility to ensure this information is accurate.

We cannot redirect orders once they have been dispatched.

8. Damaged or Missing Items

If your order arrives damaged or items are missing:

  1. Contact us within 48 hours of delivery
  2. Provide your order number
  3. Include photos of the packaging and damaged items (if applicable)

We will arrange a replacement or refund in accordance with our Returns & Refunds Policy.

10. Contact Us

If you have any questions about shipping or delivery, contact us at:

hello@CraftyGoat.co.uk