Shipping policy

Shipping Policy

Last updated: October 2026

Where We Ship

We currently ship to addresses within the United Kingdom only. We do not offer international shipping at this time.

Shipping Rates

  • Standard shipping: £3.99 on most orders
  • Rugs & Mirrors: £4.99 standard shipping
  • Tufted Mini's: £2.99 standard shipping
  • Raffle tickets: Free (digital / no physical dispatch required)
  • Selected items qualify for free shipping as marked on the product page

Production & Dispatch Times

Many of our products are made to order — handcrafted and personalised especially for you. Please allow the following before your order is dispatched:

  • Made-to-order & personalised items (custom rugs, pre-designed rugs, personalised prints, custom slates, personalised gifts): please allow 7-14 business days for production before dispatch.
  • Ready-to-ship items: dispatched within 1–3 business days from your order being placed.

Production times may be longer during busy periods such as holidays or seasonal peaks. We will always keep you informed of any significant delays.

Delivery Timeframes

Once dispatched, please allow:

  • Standard delivery: 2–5 business days

Delivery timeframes are estimates provided by our courier and cannot be guaranteed. We are not responsible for delays caused by the courier or circumstances outside our control.

Order Tracking

Where tracking is available, you will receive a tracking number by email once your order has been dispatched. Please allow a few hours for tracking information to update after receiving your dispatch notification.

Address Changes

Please ensure your delivery address is correct at the time of placing your order. If you need to amend your address, contact us as soon as possible at citpersonalised@outlook.com. We cannot guarantee address changes can be made once an order has been dispatched.

Delays & Lost Orders

If your order has not arrived within the expected timeframe, please contact us and we will investigate with the courier on your behalf. Please note we cannot be held responsible for delays caused by adverse weather, courier issues, or incorrect addresses provided at checkout.

Contact Us

If you have any questions about your order or delivery, please get in touch:

  • Email: citpersonalised@outlook.com 

We aim to respond to all enquiries within  1 business day.