Please allow up to 28 days for your off-the-peg order to be delivered within the UK and up to 42 days for your order to be delivered to outside the UK. Whilst we endeavour to send out all off-the-peg items as soon as possible after the order is received, there may be occasions when we are out of stock and need to make your item(s) from scratch. We will send your order, usually via courier, with an expected delivery to most UK destinations of no more than 3 working days, and an expected delivery to most non UK destinations of up to 10 days. Where you have provided an email address we will inform you that your order has been dispatched.
For bespoke orders, please allow up to 42 days for your item(s) to be made and delivered to within the UK, and up to 56 days to be made and delivered to outside the UK.
Parcels to the UK will usually be sent via My Hermes. In most cases, you will be given a choice as to which level of insurance you'd like with the delivery service. A tie, with a retail value of £40, for example, will have two options - one that is insured for upto £25 and the other is insured for upto £100. In the unlikely scenario where your tie is lost by the delivery company, you will receive either £25 or £40, depending on the level of insurance. The maximum a parcel can be insured for within the UK is £250. To date, none of the parcels we have sent out have been lost or damaged in transit. If your order's value is considerably more than £250, and you wish the parcel to be insured for the full value of it's contents, please either split the order into chunks, or contact us for an alternative delivery method, or to arrange collection at either the studio or one of the pop up shops we do around the country. When your parcel is booked in with My Hermes for delivery, your email address will be entered and you should receive tracking details from My Hermes.
Teapots and cups and saucers are not covered by My Hermes damage insurance, but any orders for teapots and cups and saucers will be packaged in a way that protects them against damage.
For shipping to countries outside the UK but within the EU, your order will be sent by either My Hermes or Parcelforce. For all delivery destinations outside the UK, insurance of up to a maximum of £500 is available on most parcels. Please note, as mentioned above, however, if the value of the contents of your parcel is, say, £300, and you choose insurance up to £500, a claim for loss of the parcel by the courier will only cover the cost of the goods in the parcel. If, in the unlikely event, your parcel is lost or stolen whilst in transit, Jed Phoenix of London will do everything possible to facilitate a claim for your lost or stolen parcel. But we can not be held responsible for the loss or theft of any parcels once they have been collected from us.
For shipping to countries outside the EU, there may be a customs charge to pay before you receive your parcel. This customs charge is not the responsibility of Jed Phoenix of London. If you are concerned about customs charges, please research imports between your country of residence and the UK, as the rules vary from both country to country and based on the value of the goods being imported. We will do our best to mitigate any customs charges you may be subject to. We will use either Parcelforce or My Hermes to send parcels to countries outside the EU.