Shipping Policy

Last updated: 2 June 2026

This Shipping Policy applies to orders placed with Angora Mosaics through angoramosaics.com.

Angora Mosaics is operated by MAYTRADE RETAIL AND ECOMMERCE LTD, a company registered in England and Wales under company number 10976163.

1. Contact details

For shipping and delivery enquiries, please contact us at:

Email: info@angoramosaics.com
Website: angoramosaics.com

Please include your order number, full name, delivery address, and the email address used to place the order.

2. Handmade products and dispatch times

Our mosaics are handmade and carefully packed before dispatch.

Where an item is in stock, we aim to dispatch it as soon as reasonably possible. For custom, personalised, bespoke, or made-to-order items, dispatch times may be longer and will depend on the production time required.

Any dispatch or delivery times shown on our website, at checkout, or in order emails are estimates only.

3. UK delivery

For UK orders, we normally use next-day delivery services where available, such as Royal Mail Tracked 24 or similar tracked courier services.

Please note that “next day” refers to the courier’s delivery aim, not a guaranteed delivery date. Delivery may take longer due to courier delays, busy periods, weather, strikes, address issues, operational disruption, or circumstances outside our control.

We do not guarantee delivery on a specific day or at a specific time unless this has been expressly agreed in writing and a guaranteed service has been purchased.

4. International delivery

For international orders, including EU orders, we may use Royal Mail, UPS, DPD, or another suitable courier depending on the destination, parcel size, weight, value, and available service.

International delivery times are estimates only and are never guaranteed. Delivery may be delayed by customs checks, import procedures, courier delays, local postal services, public holidays, weather, strikes, or other circumstances outside our control.

5. Delivery is not guaranteed

Although we always aim to dispatch and deliver orders promptly, delivery dates and times are not guaranteed.

Angora Mosaics is not responsible for delays caused by Royal Mail, UPS, DPD, local postal services, customs authorities, or other third parties.

A delay in delivery does not automatically entitle you to cancel an order, refuse delivery, or receive a refund of shipping costs, unless required by law.

Your statutory rights are not affected.

6. Delivery charges

Delivery charges are shown at checkout before you place your order.

Shipping costs may depend on:

• the delivery destination;
• the size and weight of the order;
• the value of the order;
• the courier or delivery service used;
• whether the item requires special packaging.

Delivery charges may change at any time, but this will not affect orders that have already been accepted.

7. Tracking

Where available, we will provide tracking details after your order has been dispatched.

Tracking updates are provided by the courier. We are not responsible for delays or errors in courier tracking systems.

If tracking shows that your parcel has been delivered but you have not received it, please contact us as soon as possible at info@angoramosaics.com.

8. Delivery address

You are responsible for providing a complete and accurate delivery address when placing your order.

We are not responsible for delays, failed delivery, returned parcels, or loss caused by incorrect or incomplete address details provided by you.

If you notice an error in your delivery address, please contact us immediately at info@angoramosaics.com. We will do our best to update the address before dispatch, but we cannot guarantee changes once an order has been processed or shipped.

9. Missed deliveries

If the courier attempts delivery and no one is available, the courier may leave a delivery card, attempt redelivery, deliver to a neighbour, leave the parcel in a safe place, or take the parcel to a collection point, depending on the courier’s rules.

It is your responsibility to follow the courier’s instructions and collect or rearrange delivery where required.

If a parcel is returned to us because it was not collected, delivery was refused, or delivery could not be completed, we may charge you for redelivery or deduct any return shipping costs from any refund due, where permitted by law.

10. Safe place and delivery instructions

If you ask the courier to leave your parcel in a safe place, with a neighbour, or at an alternative location, this is done at your own risk.

Once the courier confirms delivery according to your instructions, Angora Mosaics is not responsible for loss, theft, or damage after delivery, unless caused by our fault or required by law.

11. Damaged parcels

Please inspect your parcel carefully when it arrives.

If the parcel or item arrives damaged, please contact us as soon as possible at:

info@angoramosaics.com

Please include:

• your order number;
• your full name;
• clear photos of the damaged item;
• photos of the outer packaging;
• photos of the inner packaging;
• photos of any courier label or visible parcel damage.

Please keep the item and all packaging until we confirm the next steps. We may need the packaging to investigate the issue with the courier.

12. Lost parcels

If your parcel appears to be lost, please contact us at info@angoramosaics.com.

We may need to contact the courier and allow time for an investigation. Courier investigations can take time, especially for international shipments.

If the courier confirms that the parcel has been lost, we will offer an appropriate solution, such as a replacement or refund, depending on the circumstances and stock availability.

13. International customs, duties, and taxes

For orders delivered outside the United Kingdom, including EU orders, customs duties, import VAT, taxes, courier handling fees, or similar charges may apply.

Unless clearly stated otherwise at checkout, these charges are the customer’s responsibility and are not included in our product prices or delivery charges.

Royal Mail explains that customs charges may apply to items and may need to be paid before delivery.

We are not responsible for customs delays or import charges applied by your country.

14. Refused international deliveries

If you refuse delivery or fail to pay customs duties, import taxes, or courier handling fees, the parcel may be returned to us, delayed, abandoned, or destroyed by the courier or customs authority.

If the parcel is returned to us, we may deduct original shipping costs, return shipping costs, customs fees, handling fees, and any other costs we incur from any refund due, where permitted by law.

If the parcel is not returned to us, we may be unable to issue a refund.

15. Packaging

Mosaics are fragile and may be heavy. We take care to pack orders securely and appropriately for delivery.

Please take care when opening your parcel. Do not use sharp tools in a way that may damage the item.

If you need to return an item, it must be securely packed to avoid damage in transit. Please refer to our Return and Refund Policy for return packaging requirements.

16. Delivery restrictions

We may be unable to deliver to certain countries, regions, islands, remote locations, PO boxes, parcel lockers, or restricted areas.

If we cannot deliver to your address, we will contact you and may cancel your order and issue a refund.

17. Split shipments

Where an order contains multiple items, we may ship the items separately.

This may happen if items are dispatched from different locations, have different production times, or require different packaging.

If your order is sent in more than one parcel, we will provide tracking information where available.

18. Changes after dispatch

Once an order has been dispatched, we may be unable to change the delivery address, courier, delivery method, or delivery instructions.

You may be able to manage delivery directly through the courier’s tracking page, depending on the courier and service used.

19. Events outside our control

We are not responsible for delivery delays or failures caused by events outside our reasonable control.

This includes, but is not limited to:

• courier delays;
• customs delays;
• incorrect or incomplete delivery details;
• missed delivery attempts;
• strikes or industrial action;
• severe weather;
• public holidays;
• high seasonal demand;
• road closures or transport disruption;
• customs inspections;
• war, terrorism, civil unrest, or government restrictions;
• pandemics or public health emergencies;
• technical issues with courier systems.

20. Returns

Shipping for returns is covered by our Return and Refund Policy.

For change-of-mind returns from the UK or EU, the customer is responsible for paying return shipping costs.

We recommend using a tracked and insured return service, as you are responsible for the item until it is safely received by us.

21. Contact us

For shipping questions, please contact:

Angora Mosaics
Email: info@angoramosaics.com
Website: angoramosaics.com
Return address: Unit 2b Little Britain House, Alma Road, Chesham, England, HP5 3HB, United Kingdom