Shipping policy

Shipping and Delivery Policy

Last updated: 5 August 2026

Thank you for ordering from Foiled You Once. Every order is handmade, checked and carefully packaged by Kirsty in the UK.

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

1. Where we deliver

Foiled You Once currently delivers to addresses within the United Kingdom.

The available delivery services and charges will be displayed at checkout.

We do not currently offer international delivery unless this has been specifically agreed with us before ordering.

2. Processing times

Most Foiled You Once products are personalised and made to order.

Our usual processing time is:

1–4 business days

Processing time is the time required to prepare your order before dispatch. It can include:

Checking your order details.
Preparing or adjusting your design.
Requesting or checking customer artwork.
Waiting for proof approval, where applicable.
Printing.
Toner foiling.
Cutting and finishing.
Quality checking.
Packaging the order.

Processing time does not include the time your order spends with the delivery company.

Business days are Monday to Friday and exclude UK bank holidays.

3. Orders requiring proofs or additional information

Some personalised products may require a digital proof or further information before production can begin.

Your processing time may be extended if:

Required personalisation details are missing.
The information supplied is unclear.
We need a higher-quality photograph, logo or artwork file.
We are waiting for you to approve a proof.
You request changes to an existing design.
You change your order after production has started.

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

We are not responsible for a delayed dispatch where we have been unable to continue because we are waiting for information or approval from the customer.

4. Large and complicated orders

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

Where we expect an order to take significantly longer than the usual 1–4 business days, we will contact you as soon as reasonably possible.

Any timeframe agreed for a large or custom order will replace the general processing estimate shown in this policy.

5. Delivery charges

Delivery charges are calculated and displayed during checkout before payment is completed.

The cost may depend on:

The size and weight of the parcel.
The delivery service selected.
The value of the order.
Whether the order qualifies for free delivery.

We will not add an undisclosed delivery charge after an order has been placed.

6. Free UK delivery

Free UK delivery is currently available on qualifying orders over £35.

The qualifying amount is calculated using the eligible product total after any applicable discounts.

Where free delivery applies, the order will be sent using our standard tracked delivery service unless otherwise stated.

An upgraded or faster delivery service may still involve an additional charge.

We may change or withdraw the free-delivery threshold in the future. The offer displayed on the website and at checkout when you place your order will apply.

7. Delivery services

Orders are normally sent using a tracked UK delivery service, most commonly through Royal Mail.

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

Once your order has been dispatched, you should receive a dispatch confirmation containing tracking information where tracking is available.

Please allow time for tracking to update after receiving the dispatch notification. A label may be created shortly before the parcel receives its first physical scan.

8. Delivery estimates

Delivery estimates are provided as a guide and are not guaranteed arrival dates unless we have expressly agreed a guaranteed date with you in writing.

The estimated delivery period begins after your order has been made and dispatched.

Delivery may occasionally take longer because of:

Postal or courier delays.
Severe weather.
Seasonal demand.
Industrial action.
Transport disruption.
Incorrect or incomplete addresses.
Failed delivery attempts.
Events outside our reasonable control.

A delivery estimate does not include the 1–4 business-day production period.

9. Orders needed for a particular date

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

Adding an event date to your personalisation details helps us understand when the product will be used, but it does not automatically create a guaranteed delivery date.

Please contact us before ordering when an item is urgently required. We will tell you whether the requested timeframe appears achievable, but we cannot guarantee a date unless we expressly confirm it in writing.

Selecting an upgraded delivery service reduces the expected postal time but does not shorten the stated production period unless we have agreed otherwise.

10. Correct delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Please check the following carefully before completing checkout:

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

We will try to amend the address where possible, but we cannot guarantee that changes can be made after production or dispatch has begun.

We cannot redirect a parcel once it has entered the delivery company’s network.

11. Address changes after ordering

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

In some circumstances, we may need to cancel and refund the original order so that a new order can be placed using the correct address.

Address changes cannot be guaranteed once a shipping label has been created or the parcel has been handed to the delivery company.

12. Safe places and neighbours

The delivery company may offer options such as:

Delivery to a nominated safe place.
Delivery to a neighbour.
Collection from a delivery office.
Delivery to a local collection point.
Redelivery on another date.

If you personally nominate a safe place, neighbour or alternative delivery location, delivery to that authorised location may be treated as successful delivery.

Please choose a secure and weatherproof location. Foiled You Once cannot be responsible for loss, theft or weather damage after an order has been delivered to a location specifically authorised by the customer, except where the law requires otherwise.

If the parcel is left somewhere you did not authorise and cannot be found, please contact us so that we can investigate.

13. Delayed orders

Please check your tracking information first if an order has not arrived within the estimated delivery period.

Tracking may show that:

The parcel is still moving through the delivery network.
Delivery was attempted.
The parcel is awaiting collection.
An address problem has occurred.
Delivery has been rescheduled.

Please contact us at info@foiledyouonce.com if there has been no meaningful tracking update or the order is significantly overdue.

We will contact the delivery company and investigate on your behalf where appropriate.

A parcel is not necessarily classed as lost immediately after the estimated delivery date. Delivery companies may require a particular period to pass before accepting a loss claim.

14. Lost parcels

If a parcel appears to be lost, please contact us rather than attempting to make a compensation claim directly with the delivery company.

We will investigate the delivery and, where required, submit the appropriate claim.

We may ask you to confirm:

Your full delivery address.
That the parcel has not been received.
That you have checked with members of your household.
That you have checked any authorised safe place.
That you have checked with nominated neighbours.
That the parcel has not been left at a collection point.

Once an order is confirmed as lost, we will offer an appropriate replacement or refund in accordance with your consumer rights.

For personalised products, we may remake the order rather than issue an immediate refund where a replacement is reasonable and can still meet the purpose of the order.

15. Tracking says delivered, but the parcel is missing

If tracking shows that your parcel has been delivered but you cannot find it, please:

Check with everyone at the delivery address.
Check around the property and any secure safe places.
Check with immediate neighbours.
Review the tracking information and delivery photograph.
Check for a delivery card or message from the carrier.

We will investigate with the delivery company. We may ask you to complete a declaration confirming that the order has not been received.

Where the parcel was not delivered to you, someone authorised by you or a safe place that you selected, we will remain responsible for resolving the problem in accordance with your legal rights.

16. Damaged parcels

We carefully package every order, but occasionally a parcel may be damaged during delivery.

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

Email info@foiledyouonce.com with:

Your name and order number.
A photograph of the external parcel.
A photograph of the delivery label.
Photographs of the damaged product.
A description of what has happened.

Please keep the product and all packaging until we have responded, as the delivery company may require photographs or an inspection.

Depending on the circumstances, we may arrange a replacement, correction or refund.

Reporting visible damage promptly helps us raise a delivery claim, but this does not reduce your statutory rights.

17. Parcels returned to Foiled You Once

A parcel may be returned to us because:

The address was incorrect or incomplete.
Delivery was refused.
The recipient was unavailable.
The parcel was not collected.
The delivery company could not access the property.
The parcel was damaged in transit.

We will contact you when a returned parcel reaches us.

If the return was caused by an incorrect customer-supplied address, failure to collect or refusal without a valid reason, we may ask you to pay the reasonable redelivery cost before the parcel is sent again.

Personalised products returned because of a customer address error cannot normally be refunded, as they were made specifically for that customer.

If the return was caused by an error made by us or the delivery company, we will arrange redelivery or another suitable remedy without charging you additional standard postage.

18. Unclaimed returned parcels

We will make reasonable attempts to contact you if an order is returned to us.

If you do not respond, we will keep the parcel for a reasonable period before disposing of it.

We cannot guarantee that a personalised product can be stored indefinitely.

Any request to resend an unclaimed parcel may require payment of a new delivery charge.

19. Split deliveries

Where an order contains several products, we may occasionally send them in more than one parcel because of:

Different production times.
Parcel size or weight.
Product protection.
Stock availability.
Separate production processes.

Where we split an order ourselves, you will not be charged additional standard delivery fees unless this was agreed in advance.

You may receive separate tracking information for each parcel.

20. Combining separate orders

We may be able to combine separate orders where neither has entered production or been packaged.

Combining orders is not guaranteed.

Please contact us immediately after ordering. If the parcels can be combined, any delivery refund will be considered based on the actual postage cost and work already completed.

can be combined, any delivery refund will be considered based## 21. Delivery responsibility

Foiled You Once remains responsible for your order until it has been delivered to:

You.
A person authorised by you.
A safe place or alternative location specifically nominated by you.

We will not simply refer you to the delivery company where an order has genuinely not been delivered. We will investigate and provide the appropriate remedy in accordance with your legal rights.

22. Delivery restrictions

We reserve the right to cancel and refund an order where:

The delivery address is outside our available delivery area.
The carrier will not accept the parcel.
The address appears incomplete or invalid and we cannot contact the customer.
The item cannot be transported safely or lawfully using the available services.

We will contact you before cancelling wherever reasonably possible.

23. Seasonal and exceptional delays

Processing and delivery can take longer during busy periods, including:

Christmas.
Valentine’s Day.
Mother’s Day.
Father’s Day.
School leavers season.
Major sale events.
Periods of severe weather or postal disruption.

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

Please place date-sensitive orders early during these periods.

24. Business orders

Business customers should allow additional time for larger quantities of:

Business cards.
Packaging inserts.
Logo stickers.
Care cards.
Scratch cards.
Personalised chocolates.
Other branded stationery.

Please contact us before ordering when a bulk business order is required by a fixed launch, market or event date.

We are not responsible for indirect business losses caused by a delivery delay, except where liability cannot legally be limited.

25. Changes to this policy

We may update this Shipping and Delivery Policy when our delivery services, prices, processing times or business practices change.

The delivery information displayed when your order is placed will apply to that order.

26. Contact us

For questions about processing, dispatch, tracking or delivery, please contact:

Foiled You Once
Email: info@foiledyouonce.com
Website: www.foiledyouonce.com

Please include your order number when contacting us about an existing order.