Shipping & Returns
Our current processing time is 3/4 weeks from receiving your order confirmation email. You will receive another notification when your order has been shipped. Every item is personalised and hand finished especially for you! We also take time to carry out quality checks to ensure your order is of the highest standard. If you need your item for a particular date please contact us and let us now the date you require it by. We can then confirm if we are able to meet the deadline provided. This might incur a rush order fee depending on the size/complexity of your order. Items under 60cm are sent First Class with Royal Mail (Not Tracked). The charge for this service is £3.99. Standard delivery is 1-2 working days if ordering from Jersey and 3-5 working days if ordering from the UK. If you need your order quicker you can opt for next day delivery at an extra charge. For items 60cm or over we use FEDEX as our courier. This is a next day tracked delivery service, however it can run to a 48 hour service for some areas of the UK or during exceptionally busy times. The charge for this service is £8.99. Our delivery services and shipping charges can be seen below. These are calculated at checkout, where you will have the option to select the service best suited to you. You will receive FREE shipping with Royal Mail (First Class Not Tracked) if you spend over £75, this will be automatically applied at checkout. On occasion there might be postal delays which are outside of our control. Issues such as adverse weather conditions, postal strikes or customs clearance can all contribute to postal delays. If your order has not arrived within 7 working days of it being shipped, please get in touch. We thank you in advance for your patience during such times.
| Delivery Type/Country | Item Size | Duration | Charge | |
| 1 | JERSEY Premium Signed-For (delivered by Royal Mail) | Under 60cm | 1-2 working days | £2.99 |
| 60cm or over | 1-2 working days | £2.99 | ||
| 2 | UK, Ireland, IOM & other CI Standard Delivery: First Class, Not tracked (delivered by Royal Mail) | Under 60cm | 3-5 working days | £3.99 |
| 3 | UK, Ireland, IOM & other CI Next Day Delivery & Tracked (delivered by FEDEX) | Under 60cm | 1 working day | £8.99 |
| 60cm or over | 1 working day | £8.99 |
ORDERS OVER £75 TO THE UK QUALIFY FOR FREE DELIVERY
Custom Import Duties & Taxes
Any customs or import duties are charged once the parcel reaches its destination country must be paid by the recipient of the parcel. These charges are beyond our control and we are able to tell you the cost of these charges, as customs policies and import duties vary widely from country to country.
Liability for all postal charges, return shipment costs, customs charges and handling fees should your parcel be refused entry due to import duties or taxes lie with the customer.
International Shipping
We offer international shipping subject to confirmation, please email us prior for an estimated postage rate. (Please expect this to fluctuate due to postal services changing their fees regularly)
Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Treasure Box Studio is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
If you have opted for special delivery you will receive an email notification from us, when your order has been shipped, which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 working days of receiving your shipping confirmation email, please contact us at info@treasureboxstudio.com with your name and order number, and we will look into it for you. LINK: https://www.royalmail.com/track-your-item Note: Treasure Box Studio is not responsible for lost or stolen packages. Once we have posted your item, we are no longer liable and you must contact the postal services. If required, we can provide you with a copy of the postage receipt. For peace of mind, we recommend using the Tracked and Signed service for mainland UK orders. Please note for any items which are not delivered in time, 28 working days has to be allowed before an investigation on the delivery can be initiated by Toto Trend.
Can I collect my order?
Yes, if you’re local you are more than welcome to collect your order at no extra charge. Just drop us an e-mail at info@treasureboxstudio.com with your order confirmation number to arrange a suitable day and time for collection.
Returns
All of our items are personalised and are to order, just for you. For this reason we are unable to accept returns/refunds. Please make sure that you've carefully read product descriptions before making a purchase.
Cancellations
If you need to cancel an order, please do this within 24 hours of placing the order. After this it will not be possible to cancel your order, due to the materials already ordered in specifically for your order, and it may of already been started in our studio. To cancel please email us with your order number and the reason for the cancellation. We will then refund your balance back to the original payment method used on your order.
Wedding Packages
In order to book one of our wedding packages, we require a 50% deposit to secure your booking slot and the stock required for your signage. If you wish to cancel your order before your 6 week slot date, you will loose your 50% deposit. If you have paid the full balance and still require to cancel your order before your 6 week slot date, we will refund 40% back to you. If you wish to cancel your order within the 6 week slot date (6 weeks from your wedding), you will not receive any refund as we may have already started your order and declined other business due to your slot being secured. We also have to consider staff costs, materials, design and admin fees as well as the stock which was set aside for you.
Damaged Items
If your item arrives damaged, please contact us at info@treasureboxstudio.com with your name and order number within 48 hours of delivery and send us photo evidence of the damage and original packaging. Once we have received all of the above we will offer a replacement as soon as the claim has been processed with Royal Mail. If a customer damages an item accidentally, we can offer replacements but the customer is liable to cover the cost.
Product Information
We will always do our best to make our product photography as accurate as possible. Should you have questions not answered by our webpage or have some trouble deciding on your order, feel free to email us at info@treasureboxstudio.com and we’d love to help! However, we cannot be held responsible for slight inconsistencies in colour, or appearance, due to any electronic device’s display or colour settings.