Delivery time and shipping

Contact Us: For any inquiries, reach out at support@custom-love.co

Shipping & Processing Policy

Shipping Cost: We offer FREE SHIPPING on all orders!

Processing & Shipping Times

  • Standard items: 1–2 business days to dispatch

  • Personalized items: Add 1–5 business days for crafting and quality check

Note: Most of our orders are personalized, which may extend fulfillment time.

Estimated Shipping Time (After Dispatch): 6–12 business days

Important Terms

  • Late delivery is not grounds for refund unless the package is confirmed lost by the courier.

  • Not eligible for cancellation once an item has shipped.

  • Tracking: Available after processing. Track here track and trace (may take 1–2 days).

  • Recipient Responsibility: Customs/delivery handling is up to the buyer. No refunds for failed deliveries.

Issues with Delivery?

  • Missing or Late (30+ days)? Email: support@custom-love.co

  • Lost/Stolen?

    1. Contact your shipping carrier

    2. File a local police report if theft is suspected

    3. Still stuck? Reach out to us

Shipping Protection Add-On

For added peace of mind, we offer optional shipping protection at checkout.

  • Coverage Limit: Protects lost or stolen packages up to £ 180

  • Resolution: If your protected order is lost, stolen, or never delivered, you are eligible for a free replacement (or a refund, if you prefer).

  • What is covered: Applies to shipments that are:
    ◦ Marked as     lost by the carrier, or
    ◦     Never delivered to you, or
    ◦ Reported as     stolen (including after the carrier marks the package as delivered).

  • Exclusions: Does not cover:
    ◦ Packages delivered to the wrong address due to incorrect customer information at checkout
    ◦ Orders above the coverage limit of     £ 180 
    ◦ Customer ordering errors (wrong item, size, color, etc.).

  • Claim Window: Claims must be filed within 14 days of the estimated delivery date.

Other Policies

  • Duty Tax: Rare, but buyer is responsible if applicable.

  • Order Cancellation: Orders can only be cancelled if they have not yet entered processing or production. Processing often begins shortly after an order is placed, so cancellations are not guaranteed. Once an order is being prepared (e.g. personalized) or has shipped, it can no longer be changed or cancelled.

  • Damaged Packages: Contact us within 30 days with photo proof for refund/replacement.

  • Returns: Store credit for sale items. Refund for full-price items. Custom items non-returnable.

Do not return to the sender address without support approval — it's not our return facility.