Shipping policy
Shipping Policy
Last updated: 30 June 2026
At Imogen's Luxuries, every order is carefully prepared and dispatched with the same attention to detail that goes into handcrafting our products.
This Shipping Policy explains our delivery options, estimated delivery times and what to expect once you have placed your order.
1. Order Processing
As our products are handmade in small batches, orders are usually prepared and dispatched within 1–2 working days.
The delivery times shown below include our normal order processing time.
During busy periods, seasonal demand, product launches or circumstances beyond our reasonable control, dispatch may occasionally take a little longer. If this happens, we will contact you as soon as reasonably possible.
Orders are processed Monday to Friday (excluding Bank Holidays).
2. UK Delivery Options
Royal Mail Tracked 48
Estimated delivery: Up to 5 working days (including order processing)
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Orders up to £34.99 – £3.75
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Orders of £35.00 or more – FREE
Royal Mail Tracked 48 is a fully tracked service.
Delivery times are estimates only and are not guaranteed.
If your order is required for a specific date, we recommend selecting Royal Mail Special Delivery.
Royal Mail Tracked 24
Estimated delivery: Up to 3 working days (including order processing)
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Up to 2kg – £4.95
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2kg–5kg – £7.95
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5kg–10kg – £8.95
Royal Mail Tracked 24 is a fully tracked service.
Delivery times are estimates only and are not guaranteed.
If your order is required for a specific date, we recommend selecting Royal Mail Special Delivery.
Royal Mail Special Delivery
Estimated delivery: Within 2 working days (including order processing)
Orders placed before 5:00pm are normally dispatched on the next working day.
Royal Mail aims to deliver Special Delivery items by 1:00pm on the day of delivery (subject to postcode exclusions and Royal Mail's own terms and conditions).
Current charges are:
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Up to 500g – £8.95
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501g–1kg – £9.95
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1.1kg–2kg – £12.95
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2.1kg–10kg – £15.95
Shipping charges are based on Royal Mail's published prices and are passed on at cost.
3. International Delivery
We are pleased to offer international delivery to selected destinations.
International orders are normally shipped using Royal Mail International services.
Shipping charges are calculated automatically at checkout based on the destination and weight of your order.
Royal Mail's estimated international delivery times are typically 3–17 business days, although customs processing and local postal services may occasionally result in longer delivery times.
Any customs duties, import taxes or local charges are the responsibility of the customer unless otherwise stated.
4. Tracking Your Order
Where a tracked delivery service has been selected, tracking details will be sent to you once your order has been dispatched.
Please allow a short period for Royal Mail to update the tracking information after collection.
5. Delivery Delays
Whilst we always aim to dispatch orders promptly, we cannot be held responsible for delays caused by circumstances beyond our reasonable control.
These may include:
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Royal Mail or courier delays;
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adverse weather conditions;
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industrial action;
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customs delays;
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public holidays;
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transport disruption; or
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other unforeseen events.
If your order is significantly delayed, please contact us and we will do everything we reasonably can to assist.
6. Incorrect Delivery Information
Please ensure your delivery address is correct before completing your order.
If an incorrect or incomplete delivery address is provided, this may result in delays, additional delivery charges or the parcel being returned to us.
Where an order is returned because of incorrect delivery information supplied by the customer, any additional postage costs for re-delivery will be the responsibility of the customer.
7. Lost Parcels
If you believe your parcel has been lost, please contact us as soon as possible.
We will investigate with the delivery provider and keep you informed throughout the process.
A parcel will only be considered lost once the relevant investigation period used by the delivery provider has passed.
Where a parcel is confirmed as lost in transit, we will offer either:
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a replacement (subject to stock availability); or
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a full refund.
8. Risk and Ownership
Ownership of the goods passes to you once full payment has been received.
Responsibility for the goods passes to you once they have been delivered to the delivery address provided when placing your order.
9. Contact Us
If you have any questions regarding delivery or require assistance with an existing order, please contact us.
Email: sales@imogensluxuries.co.uk
We are always happy to help and will do our best to ensure your order reaches you as quickly and safely as possible.