Delivery Times, Returns & Packaging

Handmade, How Long Does It Take?  

Every order we receive is unique and individually curated by you, our customer. This sets us apart from mass-produced, machine-made products. Creating something by hand takes both skill and time, and we’ve learned that quality should never be rushed.

Standard UK Delivery
For standard orders (free on orders over £60), please allow approximately 8–10 working days for us to make your item, plus 2–3 working days for delivery. In total, that’s around 10–13 working days from order to arrival. Please note this is not a guaranteed delivery service.

Fastrack Option
Need it sooner? Our Fastrack service prioritises your order in the workshop queue. We’ll handcraft your item within 2 working days and send it via a Next Day tracked delivery service. Fastrack is available at checkout for an additional cost. Allow a total of 2–3 working days for delivery with this service.

Please note: All production times are estimates. During peak periods, these may be extended slightly. Working days exclude weekends.

Delivery Information & Partners 

For all mainland UK orders over £60, delivery is free — this will be reflected at checkout. For orders under £60, a delivery charge will apply based on the parcel’s weight. This charge will also be displayed during checkout.

We work with a range of trusted delivery partners to ensure your order reaches you safely and on time. Our primary UK couriers are Royal Mail TRACKED 48 and DPD Local.

UK Delivery Options

Royal Mail TRACKED 48
Typically used for smaller parcels. This is a 2–3 working day service (non-guaranteed), offering end-to-end tracking and SMS/email notifications for delivery updates.

DPD Local
Generally used for larger or multi-parcel orders. This is a Next Working Day guaranteed service, with full tracking, SMS/email alerts, and an estimated time slot for delivery.

Non-Mainland UK & International Deliveries

For non-mainland UK and overseas destinations, we use a variety of delivery partners depending on the size, weight, and location of the order. Prices and delivery times vary accordingly. All international shipments include end-to-end tracking and delivery notifications via SMS or email.

Note: Some international destinations may not be available for delivery. All delivery timeframes are estimates only and may vary due to external factors.

Returned Deliveries

In the event that your order is returned to us by one of our courier partners:

  • Incorrect Delivery Information
    If the return is due to incorrect or incomplete delivery information provided by you, we cannot accept liability and reserve the right to charge for re-delivery.

  • Failed Delivery Attempts
    If the return results from multiple failed delivery attempts and we were not informed in advance of your unavailability at the delivery address, we cannot accept liability. In such cases, we reserve the right to charge for re-delivery.

  • Our Error
    If the return is due to an error on our part, we accept full responsibility and will resend your order at no additional cost.

Packaging

We care deeply about the environment and are committed to reducing waste wherever possible. As part of this commitment, we reuse packaging materials we’ve received, meaning your order may arrive in recycled or repurposed packaging.

While some of these materials may not be as eco-friendly as we would ideally choose, we believe it’s more sustainable to reuse what already exists rather than dispose of it and use new resources.

We hope you understand and support our efforts to minimise environmental impact — every small step counts!

Remake / Refund Policy

At Harris & Jones, we take great pride in the quality of our craftsmanship and the service we provide. Each item is handmade to order, and we do our utmost to ensure every product reaches you in perfect condition and exactly as requested.

As all our products are bespoke (made specifically to your chosen specifications), we are unfortunately unable to accept returns or offer refunds for unwanted items.

However, we will offer a remake or refund under the following circumstances:

  • The item arrives faulty or damaged as a result of delivery.

  • The item is incorrect, incomplete, or not made to the specifications provided.

If any of the above applies, please notify us within 7 days of receiving your order. We will be happy to remake or replace the affected item(s) at no cost to you.

To process your request, we kindly ask that you provide photo evidence of any damage or fault. Please note that minor variations (e.g., in colour or finish) may occur due to screen display differences. We do not consider these to be faults unless the discrepancy is substantial.

For any concerns or questions about your order, please email us at workshop@harrisandjones.co.uk — we aim to respond to all enquiries within 24 hours.