Shipping policy
SHIPPING POLICY
Processing Times
All personalised products require proof approval before production begins. Our typical timeline is:
- Proof delivery: Within 2 working days of order placement
- Production time: 2-3 working days after proof approval
- Total time: Approximately 4-7 working days from order to dispatch
Please note: All Items are made to order, for personalised items your order will not enter production until you have approved your digital proof via email. We want to ensure you're completely happy with your design before we create your item!
UK Shipping - Royal Mail Tracked
We use Royal Mail Tracked services for all UK deliveries, providing you with tracking information and fast, reliable delivery.
Shipping Rates:
- Standard Shipping orders under 2kg: £3.50 (3-4 working days)
- Standard Shipping orders over 2kg: £5.50 (3-4 working days)
- Express Shipping orders under 2kg: £4.50 (1-2 working days)
- Express Shipping orders over 2kg: £7.00 (1-2 working days)
- FREE SHIPPING on orders over £40
Shipping costs are calculated automatically at checkout based on your order.
UK Highlands & Islands:
- Royal Mail Tracked service available
- Additional 1-2 days delivery time may apply
- Standard rates apply (free shipping over £40 still applies)
International Shipping
Europe:
- Standard International orders under 1kg: £8.99 (2-11 working days)
- Standard International orders over 1kg: £14.99 (2-11 working days)
Rest of the World:
- Standard International orders under 1kg: £15.99 (3-17 working days)
- Standard International orders over 1kg: £23.99 (3-17 working days)
- Available on request for specific countries
- Note: Customers are responsible for any customs duties or import taxes
Important Details:
- All products are made to order after proof approval
- Tracking information provided
Order Tracking
All orders are sent via Royal Mail Tracked service. Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number so you can follow your parcel's journey.
Packaging
All items are carefully packaged to ensure they arrive in perfect condition. Fragile items such as mugs and pet bowls are packaged in smash-proof packaging for extra protection.
Proof Approval - IMPORTANT
We will send you a digital proof of your personalised item within 2 working days of your order. Please check your email (including spam/junk folders) and respond promptly to approve or request changes.
Production cannot begin without your approval.
If we don't receive proof approval within 7 days, we will send a reminder email. Orders not approved within 14 days may either be cancelled or produced following the chosen specifications and our discretion.
Delays
While we strive to meet our stated timelines, please allow extra time during busy periods such as Christmas, competition season, and school holidays. We will notify you of any significant delays.
Royal Mail delivery times are estimates and not guaranteed. We are not responsible for delays caused by Royal Mail, but we will do our best to help resolve any issues.
Lost or Damaged Items
If your item arrives damaged or goes missing in transit, please contact us within 48 hours of the expected delivery date with photos (if damaged).
All orders are sent via Royal Mail Tracked service and are covered by Royal Mail compensation. We will work with you to resolve the issue promptly, either through replacement or refund.
Non-Personalised AVC Products
AVC branded products (featuring Beau, Top Cat, and Buck) that don't require personalisation will be dispatched within 1-2 working days of order placement, as no proof approval is needed.
Contact Us
If you have any questions about your order or shipping, please contact us at info@avcdressage