Delivery Policy | Jo & Marsh Creations
This Delivery Policy explains how we handle processing times, delivery, and international orders.
1. Processing Times
All items are handmade. Typical processing times are:
• Wax melts & candles: 1–3 working days
• 3D‑printed items: 2–5 working days (depending on size and complexity)
• Custom or personalised items: varies — we will confirm by email or on the listing
Processing time begins once payment is received.
During busy periods (holidays, sales, large order volumes), processing times may be slightly longer.
2. UK Shipping
We ship using Royal Mail & if need be another trusted courier.
Typical delivery times:
• Royal Mail 2nd Class: 2–4 working days
• Royal Mail 1st Class: 1–2 working days
• Tracked services: available at checkout
Delivery times are estimates and not guaranteed.
3. International Shipping
We ship worldwide where possible.
International delivery times vary by country, but typically:
• Europe: 5–10 working days
• USA/Canada: 7–14 working days
• Australia/New Zealand: 10–20 working days
Buyers are responsible for:
• Customs fees
• Import taxes
• Delays caused by customs or international carriers
We cannot control or speed up customs processing.
4. Lost or Delayed Parcels
If your parcel is delayed:
• UK orders are considered “lost” after 10 working days
• International orders after 25 working days
We will work with you to resolve the issue, but we cannot refund or replace items until the courier confirms the parcel is lost.
5. Incorrect Addresses
Please ensure your address is correct at checkout.
We cannot refund or replace orders shipped to an incorrect address provided by the customer.
6. Damaged Items
If your order arrives damaged:
• Contact us within 48 hours
• Include photos of the packaging and item
• We will arrange a replacement or refund depending on the situation
7. Contact
For shipping questions, email us at:
