Shipping Policy

At BritRock Heaven, all products are made to order in partnership with professional print and fulfilment providers. This allows us to offer high-quality, bespoke products while minimising waste.

By placing an order, you acknowledge and accept the terms outlined below.

Order Processing and Production

All items are produced on demand.

Production typically takes 2–5 working days. During peak periods, including Christmas and sales events, production times may be extended. Estimated dispatch dates are provided for guidance only and are not guaranteed.

An order is considered accepted once production has begun.

Dispatch and Delivery Times

Delivery timeframes begin from the dispatch date, not the order date.

Delivery estimates shown at checkout or on product pages are estimates only. Courier delivery times are outside our control. We do not guarantee delivery by a specific date unless expressly agreed in writing prior to purchase.

Delays caused by couriers, seasonal demand, weather conditions, or operational issues do not constitute a breach of contract.

Christmas and Peak-Season Deliveries

During the Christmas period, fulfilment partners and courier networks operate under significantly increased demand.

Delivery before Christmas cannot be guaranteed. Orders placed during peak periods may dispatch later than usual. Estimated dispatch dates displayed during this time reflect current production capacity, not promises of delivery.

Orders placed with the intention of Christmas delivery are accepted at the customer’s risk during peak periods.

Shipping Addresses and Delivery Confirmation

Customers are responsible for providing a complete and accurate delivery address.

We are not liable for non-delivery due to incorrect or incomplete address details. Orders marked as delivered by the courier, including photographic or GPS confirmation, are considered fulfilled. Responsibility transfers to the customer once delivery is confirmed by the courier.

Delayed, Missing, or Lost Orders

If an order appears delayed, customers should allow additional time during peak periods.

Courier investigations must be completed before replacements or refunds can be considered. Claims submitted before courier confirmation may be declined.

Refunds or replacements are issued at our discretion following confirmation from the fulfilment partner or courier.

Custom and Personalised Orders

Custom and personalised items are produced specifically to the customer’s specifications.

These items cannot be cancelled, refunded, or exchanged once production has started, unless faulty or damaged.

Customers are responsible for confirming all custom details before submission.

Chargebacks and Disputes

By placing an order, customers agree to contact us directly to resolve any delivery issues before initiating a chargeback or payment dispute.

Chargebacks raised for delays during peak periods, including Christmas, where dispatch and delivery estimates were clearly communicated, may be contested with evidence of order acceptance, production, and courier confirmation.

Contact

If you have questions regarding shipping or delivery timelines, please contact us before placing your order via our Contact page.