We want your order to reach you as quickly and smoothly as possible. This policy outlines how we process, ship, and deliver orders placed on our website.

1. Order Processing Time

Orders are typically processed and dispatched within 1–3 business days of being placed. Orders placed on weekends or public holidays will begin processing the next business day. You will receive a confirmation email with tracking details once your order ships.

2. Shipping Origins

Depending on stock availability and your delivery location, your order may be shipped from our facilities in China or from our distribution point in the UK.

3. Estimated Delivery Times

These are estimates and not guaranteed delivery dates. Delivery times may vary due to customs processing, courier capacity, or unforeseen disruptions.

4. Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and selected shipping method. Free standard shipping is available on orders over £75 (or local currency equivalent).

5. Customs, Duties & Import Taxes

For international orders — including shipments from our China facility to EU or other international destinations — your order may be subject to customs duties, import taxes, or VAT upon arrival. These charges are determined by your local customs authority and are the responsibility of the recipient. They are not included in the product price or shipping fee at checkout.

6. Order Tracking

Once your order ships, you will receive a tracking number via email. Please allow 24–48 hours for tracking information to update after dispatch.

7. Incorrect Shipping Information

Please double-check your shipping address at checkout. We are not responsible for delayed or failed deliveries resulting from incorrect or incomplete address information provided by the customer. If you notice an error shortly after placing your order, contact us immediately and we will do our best to correct it before dispatch.

8. Delays Beyond Our Control

While we do our best to meet estimated delivery windows, delays may occasionally occur due to customs inspections, courier delays, severe weather, or high-demand periods such as holidays. We appreciate your patience in these situations.

9. Lost, Delayed, or Damaged Packages

If your order has not arrived within the estimated delivery window, or arrives damaged, please contact us within 7 days of the expected delivery date at shipping@dialcollectionfactory.com so we can investigate with the courier and resolve the issue.

10. Multiple Shipments

Orders containing multiple items may occasionally be shipped separately, particularly if items are dispatched from different fulfillment locations. You will be notified if your order is split into multiple shipments.

11. Contact Us

For any shipping-related questions, reach out to shipping@dialcollectionfactory.com.