Shipping Policy
Thank you for shopping with Kelso Embroidery! All our items are custom-made to order, and we take care to make sure your products are created, packed, and delivered safely.
This policy explains how we process, ship, and deliver your orders.
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1. Processing Times
Because every item is personalised and embroidered to order, our standard processing times are:
• Standard orders: 3–7 business days
• Larger or complex custom orders: 7–14 business days
• Bulk/club/workwear orders: Lead times will be confirmed during enquiry
Processing time begins once we have all required details, including any artwork approval if needed.
If we expect any delays, we will contact you directly using the details provided at checkout.
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2. Shipping Locations
We currently ship to:
• United Kingdom (UK)
• International shipping available on request (contact us for a quote)
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3. Shipping Methods & Delivery Times
We mainly ship using Royal Mail. Delivery estimates:
United Kingdom
• Royal Mail 2nd Class: 2–4 business days
• Royal Mail 1st Class: 1–2 business days
• Tracked 24/48: 1–3 business days
• Special Delivery Guaranteed: Next working day (before 1pm)
Delivery times are estimates only and may vary during busy periods (e.g., Christmas).
International (if agreed)
Delivery times vary by country and range from 7–21 business days. Customs delays may apply.
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4. Shipping Costs
Shipping prices are calculated at checkout based on:
• The size and weight of your order
• Your location
• Your selected shipping method
Custom quotes for bulk, club kits, or workwear orders may be provided directly.
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5. Order Tracking
• Orders shipped with Tracked or Special Delivery services include tracking information.
• Standard Royal Mail services do not include full tracking.
Tracking information (if applicable) will be emailed to you once your order has been dispatched.
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6. Delivery Issues
If your order is delayed, missing, or arrives damaged, please contact us within:
• 7 days of estimated delivery for missing items
• 48 hours after delivery for damaged items
Include your order number and clear photos of any damaged packaging or products so we can help resolve it quickly.
We will work with Royal Mail or any other courier to resolve the issue, replace items where appropriate, or provide a suitable solution.
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7. Incorrect Address
Please ensure your delivery address is correct at checkout.
If an order is returned to us due to an incorrect or incomplete address, you are responsible for the cost of re-shipping.
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8. Customs, Duties & Taxes (International Orders)
International customers are responsible for any import duties, customs fees, or taxes applied in their country. These are not included in our product or shipping prices.
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9. Packaging
We package all orders carefully using:
• Eco-friendly mail bags where possible
• Protective wrapping for embroidered items
• Separate packaging for multiple items
Bulk and club orders may be boxed.
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10. Contact Us
If you have any questions about shipping, delivery, or special requirements, please get in touch:
Contact form:
https://www.kelsoembroidery.co.uk/contact