Shipping policy

Shipping and Delivery Policy

Last updated: 23 October 2026

Thank you for ordering from Foiled You Once. Handmade products are made, checked and carefully packaged by Kirsty in the UK. Selected craft supplies are fulfilled directly by a trusted UK supplier.

This policy explains our processing times, delivery services and what to do if an order is delayed, damaged or missing.

1. Where we deliver

Foiled You Once currently delivers within the United Kingdom, including Northern Ireland.

Available delivery services and charges are displayed at checkout.

We do not currently offer international delivery unless agreed with us before ordering.

2. Processing times

Our usual processing time is 1–4 business days before dispatch, unless a different timeframe is stated on the product page or agreed with you.

Business days are Monday to Friday, excluding UK bank holidays.

Processing time covers preparing, making, checking and packaging your order. It does not include delivery time.

Personalised orders may involve design work, printing, foiling, cutting and finishing. Craft supplies also require time for preparation and packing.

3. Personalisation, artwork and proofs

Some orders require personalisation details, suitable artwork or approval of a digital proof before production can begin.

Dispatch may take longer if:

Required information is missing or unclear.
We need a higher-quality photograph, logo or artwork file.
We are waiting for proof approval.
You request changes to your design or order.

Please check your email, including your junk or spam folder, after ordering.

If we need information or approval from you, we will explain any effect on your expected dispatch date.

4. Large or custom orders

Large orders, bulk business stationery and complicated personalised designs may require additional processing time.

If we expect your order to take significantly longer than our usual processing time, we will contact you as soon as reasonably possible.

Any timeframe agreed with you for a large or custom order will apply to that order.

5. Delivery charges

Delivery charges are displayed at checkout before payment.

Charges may depend on:

The size and weight of your order.
The delivery service selected.
Your delivery address.
Any applicable delivery offer.

We will not add an undisclosed delivery charge after you have placed your order.

6. Free UK delivery

Where a free-delivery offer is available, the qualifying amount and any exclusions will be displayed on the website or at checkout.

Eligibility is calculated using the eligible product total after discounts.

Any additional charge for an upgraded delivery service will be shown before payment.

The offer displayed when you place your order will apply to that order.

7. Delivery services and tracking

Orders are normally sent using a tracked UK delivery service, most commonly Royal Mail. Another carrier may be used where appropriate.

The services available for your order will be displayed at checkout.

Once dispatched, you should receive a dispatch confirmation with tracking details where available.

Please allow time for tracking to update. A shipping label may be created before the parcel receives its first physical scan from the carrier.

8. Delivery estimates

Delivery estimates begin after your order has been dispatched. They do not include the stated processing time.

Estimated delivery dates are a guide unless a guaranteed delivery date has been expressly agreed with you in writing.

Delays can occur because of seasonal demand, severe weather, industrial action, transport disruption, address problems or failed delivery attempts.

If your order is delayed, please contact us so we can help.

9. Orders needed for a particular date

Please order early if your items are needed for a birthday, wedding, party, concert, business launch or another important event.

Adding an event date to your order does not automatically create a guaranteed delivery date.

If you need an order urgently, contact us before purchasing so we can check whether your requested timeframe is achievable.

Selecting a faster delivery service does not shorten production time unless we have agreed this with you.

10. Correct delivery addresses

Please provide a complete and accurate delivery address, including:

The recipient’s full name.
House name or number.
Street.
Town or city.
Postcode.
Flat, unit or business details where applicable.

If you notice an error, email info@foiledyouonce.com immediately with your order number and the correct address.

We will try to update the address, but changes cannot be guaranteed once your order has been prepared or dispatched.

11. Address changes after ordering

For security, we may ask you to confirm your order details before changing an address.

In some cases, we may need to cancel and refund the original order so you can place a new order with the correct address.

We cannot guarantee that a parcel can be redirected once it has entered the carrier’s delivery network.

12. Safe places, neighbours and collection points

Your carrier may offer delivery options such as a nominated safe place, neighbour, collection point or alternative delivery date.

Please choose any nominated location carefully and ensure it is secure and protected from the weather.

If tracking shows delivery to a location you did not authorise and you cannot find the parcel, contact us so we can investigate.

13. Delayed orders

If your order has not arrived within its estimated delivery period, check your tracking information first.

Your parcel may be:

Moving through the delivery network.
Awaiting collection.
Subject to an address query.
Awaiting another delivery attempt.

If there is no meaningful tracking update or your order is significantly overdue, email info@foiledyouonce.com with your order number.

We will investigate with the carrier where appropriate and keep you informed.

14. Lost parcels

If you believe your parcel is lost, please contact us so we can investigate and arrange an appropriate resolution.

We may ask you to confirm your delivery address and check with household members, nominated neighbours, authorised safe places and collection points.

We will handle any carrier claim where appropriate. A carrier’s claim process does not replace or limit your rights against us.

Where an order has not been delivered, we will provide an appropriate remedy in accordance with your consumer rights.

15. Tracking shows delivered, but your parcel is missing

Please:

Check with everyone at the delivery address.
Check any safe place you authorised.
Check with immediate neighbours.
Review the tracking details and delivery photograph, if available.
Check for a delivery card or carrier message.

If the parcel still cannot be found, contact info@foiledyouonce.com with your order number.

We will investigate with the carrier and may ask for a declaration confirming that you have not received the order.

A tracking status of “delivered” does not prevent us from investigating a missing parcel.

16. Damaged orders

Please contact us as soon as reasonably possible if your order arrives damaged.

Email info@foiledyouonce.com with:

Your name and order number.
A description of the damage.
Photographs of the damaged item.
Photographs of the outer packaging and delivery label, where possible.

Please keep the item and packaging while we investigate, where reasonably practical.

We will arrange an appropriate resolution, such as a replacement or refund, depending on the circumstances and your rights.

Photographs help us investigate, but these requests do not limit your statutory rights.

17. Parcels returned to us

A parcel may be returned because of an incomplete address, failed delivery, refusal, failure to collect or a carrier problem.

We will contact you when a returned parcel reaches us.

If the return resulted from an incorrect address supplied by you or a failure to collect, we may ask you to cover the reasonable cost of redelivery.

If the return resulted from an error by us or the carrier, we will arrange an appropriate resolution without charging you additional standard postage.

Any cancellation or refund will be handled in accordance with our Refund Policy and your statutory rights.

18. Unclaimed returned parcels

If an order is returned, we will make reasonable attempts to contact you.

We will explain the available options and any applicable redelivery charge. If storage becomes an issue, we will give you reasonable notice before taking further action.

19. Split deliveries

Items in the same order may occasionally arrive separately because of different production times, stock locations, parcel sizes or product-protection requirements.

Selected craft supplies fulfilled directly by our UK supplier may arrive separately from products prepared by Foiled You Once.

If we split your order, you will not be charged additional standard delivery fees unless agreed before purchase.

Separate tracking details may be provided for each parcel.

20. Combining separate orders

We may be able to combine separate orders before they have been packaged or dispatched.

Please contact us immediately after ordering if you would like us to check.

Combining orders is not guaranteed. If we can combine them, we will confirm whether any delivery refund applies.

21. Delivery responsibility

We remain responsible for resolving delivery problems in accordance with your statutory rights.

If your order has not reached you or a person or location you authorised to receive it, please contact us.

We will investigate and arrange the appropriate resolution rather than simply referring you to the carrier.

22. Delivery restrictions

If we cannot fulfil an order because the address is outside our delivery area, the carrier cannot accept the parcel or the address cannot be verified, we will contact you where possible.

If we need to cancel the order, we will refund any payment taken for the cancelled items and any applicable delivery charge.

23. Seasonal and exceptional delays

Processing and delivery may take longer during busy periods, including Christmas, major sale events and other seasonal occasions.

Any temporary changes to processing times will be displayed on the website where possible.

If an unexpected delay affects an order already placed, we will contact you as soon as reasonably possible.

Please order date-sensitive items early.

24. Business and bulk orders

Please allow additional time for large quantities of business stationery, logo stickers, care cards, packaging inserts and other personalised products.