Delivery & International Shipping Policy

Last updated: 30 July 2026

This Delivery & International Shipping Policy explains how orders placed through volkstoff.com are produced, dispatched and delivered.

Volkstoff products are produced and dispatched from Portsmouth in the United Kingdom.

1. About Volkstoff

Volkstoff Limited
Trading as Volkstoff
Registered in England and Wales
Company number: 16548413
Registered office: 26 Dame Judith Way, Portsmouth, Hampshire, PO6 3FJ
Email: hello@volkstoff.com

Our registered office is not our standard returns address. Please do not send a return to this address unless we have specifically instructed you to do so.

2. Where we deliver

We currently accept online orders for delivery to:

• The United Kingdom
• Selected European destinations available at checkout
• Canada
• Australia
• New Zealand

Tracked international delivery is only available where a suitable shipping option appears during checkout.

We do not currently accept online orders for delivery to the United States or to destinations that are not shown as available at checkout.

International checkout is currently available for qualifying parcels weighing up to 2kg. If your order exceeds this limit, please contact us at hello@volkstoff.com before ordering so that we can check whether a suitable delivery service is available.

We may add, remove or temporarily suspend delivery destinations because of carrier availability, customs requirements, legal restrictions, service disruption, parcel limitations or other operational reasons.

3. Made-to-order production time

Most Volkstoff products are made to order rather than held as finished stock.

Please allow approximately 5–10 working days for your order to be produced before dispatch.

Production may take longer during:

• New product launches
• Sales and promotional periods
• Christmas and other busy periods
• Large or complex orders
• Periods affected by equipment, supplier or stock delays

If we become aware of a significant delay, we will contact you using the email address supplied with your order.

Production time is separate from delivery time. Delivery estimates begin when your order has been dispatched.

A working day means Monday to Friday, excluding public and bank holidays in England.

4. United Kingdom delivery

UK orders are normally sent using Royal Mail or another suitable delivery provider.

Our standard UK delivery charge is currently £5.95 for qualifying orders below the free-delivery threshold.

Free standard UK delivery is available on qualifying orders of £60 or more.

The £60 qualifying amount is calculated:

• After promotional codes and discounts have been applied
• Before delivery charges
• On eligible physical products being delivered to a UK address

Free delivery does not automatically include an express, guaranteed or upgraded delivery service.

Once dispatched, UK orders will usually arrive within approximately 2–5 working days, depending on the service used and the destination.

Deliveries to Northern Ireland, the Scottish Highlands, islands and other remote areas may take longer.

Delivery prices and options displayed during checkout will apply to the order.

5. International tracked delivery

International orders are normally sent using a tracked postal or courier service where one is available.

Typical delivery estimates after dispatch are:

• Selected European destinations: approximately 3–10 working days
• Canada: approximately 5–15 working days
• Australia: approximately 7–20 working days
• New Zealand: approximately 7–20 working days

These estimates do not include our 5–10 working day production period.

International delivery times are estimates rather than guaranteed arrival dates. Delivery may take longer because of:

• Customs processing or import inspections
• Local postal or courier networks
• Public holidays
• Severe weather
• Industrial action
• Transport disruption
• Local emergencies or restrictions
• Incomplete or inaccurate delivery information

We cannot guarantee that an international order will arrive by a particular date unless we have expressly agreed that date with you in writing.

6. International shipping charges

International delivery charges are calculated automatically according to the order’s destination and total product weight.

The delivery charge shown at checkout will apply to your order.

Our current international shipping bands cover qualifying orders up to 2kg. If no delivery option appears, we cannot currently accept that order through the online checkout.

All prices and delivery charges displayed on our website are in pounds sterling unless clearly stated otherwise.

Your bank, card provider or payment service may apply its own currency-conversion rate or international transaction fee. Volkstoff does not control these additional charges.

7. Customs, import taxes and local charges

International orders may be subject to charges imposed by the destination country, including:

• Import VAT or sales tax
• Customs duty
• Customs-processing fees
• Carrier clearance fees
• Local handling charges
• Other government or carrier charges

Unless checkout clearly states that taxes and duties are included, these charges are not included in the product price or delivery charge paid to Volkstoff.

The recipient may be required to pay these charges before the parcel is released or delivered.

Customs rules and charging thresholds differ between countries and can change without notice. Customers should check the rules that apply in their destination before ordering.

We cannot predict or control the amount that a customs authority, postal operator or delivery company may charge.

We will complete customs information accurately. We cannot:

• Mark a commercial order as a gift
• Deliberately undervalue an order
• Provide false or misleading customs information
• Change a declaration to help avoid tax, duty or handling charges

Customs authorities may open and inspect international parcels.

8. European orders

Orders sent from Great Britain to European Union countries are imports into the European Union.

Customers may be required to pay local import VAT, customs duty, processing fees or carrier charges before delivery.

The charges that apply will depend on the destination country, order value, product type and local customs rules.

Unless taxes and duties are expressly shown as collected at checkout, the recipient is responsible for paying any charges requested by the relevant customs authority or delivery provider.

Refusing to pay an import charge does not automatically cancel the order or create an automatic right to a full refund.

9. Order confirmation and dispatch notification

After placing an order, you should receive an order-confirmation email containing the details supplied during checkout.

Once the order has been dispatched, we will normally send a dispatch-confirmation email.

Where tracking is available, the dispatch email may contain a tracking number or tracking link.

Tracking information can sometimes take time to update after the parcel has been handed to the carrier.

Please check your spam or junk folder if you have not received an expected email.

10. Providing the correct delivery address

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

Before completing checkout, please check:

• The recipient’s full name
• House number or building name
• Street name
• Town or city
• County, state or province where required
• Postcode or ZIP code
• Destination country
• Email address
• Telephone number where requested

If you notice an error after ordering, contact us immediately at hello@volkstoff.com.

We cannot guarantee that an address can be changed once production or fulfilment has begun.

If the order has already been dispatched, we may be unable to redirect it.

Additional delivery charges may apply where an order must be sent again because the address supplied by the customer was incorrect or incomplete.

11. PO boxes, parcel lockers and forwarding addresses

Some tracked or signed delivery services cannot deliver to PO boxes, parcel lockers, forwarding companies or certain military addresses.

Where possible, please provide a residential or business street address.

If the selected delivery service cannot be used with the address provided, we may contact you to request an alternative address or discuss another available service.

12. Safe places, neighbours and collection points

Where the carrier allows it, customers may be able to request delivery to:

• A nominated safe place
• A neighbour
• A collection point
• A local delivery office

These arrangements are normally made directly with the delivery provider.

Please only nominate a place or person that you consider secure and suitable.

If you believe a parcel has been incorrectly left, misdelivered or stolen, contact us promptly so that we can review the tracking information and raise an enquiry with the carrier where appropriate.

13. Split deliveries

Orders containing several items may occasionally be sent in more than one parcel.

This may happen where:

• Items have different production times
• Products are produced or stored separately
• Parcel size or weight limits apply
• Part of the order has been delayed

Where practical, we will notify you if an order is being sent in separate parcels.

You will not normally be charged an additional delivery fee where we choose to split an order after it has been placed.

14. Pre-orders and back-ordered products

A product described as a pre-order or back order may have a longer production or dispatch period.

The estimated availability or dispatch information displayed on the relevant product page will apply.

If an order includes both available products and pre-order products, we may hold the complete order until every item is ready or send the products separately.

Relevant arrangements will be explained on the product page, during checkout or in an order update.

15. Delayed orders

Carrier delivery estimates are not guarantees.

Please allow for both the stated production period and the estimated delivery period before reporting an order as delayed.

If tracking has not updated or your parcel appears overdue, contact:

hello@volkstoff.com

Please provide:

• Your full name
• Your order number
• Your delivery postcode
• A description of the problem

We will review the available tracking information and contact the carrier where appropriate.

We may need to follow the carrier’s investigation process before confirming that a parcel has been lost.

This does not affect any rights you have under applicable consumer law.

16. Orders required for a particular date

If an order is required for a birthday, event, holiday, show or another particular date, please contact us before ordering.

Normal production and delivery estimates are not guaranteed arrival dates.

We cannot guarantee arrival before a specific event unless an essential delivery date has been expressly agreed with us in writing.

Nothing in this section limits any legal rights you may have where an agreed essential delivery date has been missed.

17. Lost parcels

If a parcel is confirmed as lost while it remains our responsibility, we will provide an appropriate remedy. Depending on the circumstances, this may include:

• Sending a replacement
• Reproducing a made-to-order item
• Issuing a refund

We may ask you to confirm that the parcel has not been received and to cooperate with a carrier investigation.

Unless you independently arrange a delivery company that was not offered by us, the goods normally remain our responsibility until they are delivered to you or to a person you identified to receive them.

18. Damaged, faulty, incorrect or missing items

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, faulty, incorrect or incomplete, contact us promptly at hello@volkstoff.com.

Please include:

• Your order number
• A description of the issue
• Photographs of the product
• Photographs of the outer packaging
• A photograph of the delivery label where possible

Please retain the packaging until we confirm whether it is needed for a delivery investigation.

Your legal rights in relation to faulty, damaged, incorrect or misdescribed goods are not affected by this policy.

19. Parcels returned to Volkstoff

A parcel may be returned to us because:

• The address was incorrect or incomplete
• Delivery was refused
• The parcel was not collected
• The carrier could not access the address
• Customs or import charges were not paid
• The recipient was unavailable
• The destination postal service would not accept the parcel

When a parcel is returned to us, we will contact you to discuss the available options.

If the return was caused by an error for which we or our delivery provider are responsible, we will arrange an appropriate replacement, redelivery or refund.

If the return was caused by incorrect information supplied by the customer, failure to collect the parcel, refusal of delivery or failure to pay an import charge, we may require payment of the actual redelivery cost before sending the order again.

Where legally permitted, reasonable costs caused by a failed or refused delivery may be deducted from any discretionary refund. This does not affect any mandatory statutory refund rights.

20. Refused international deliveries

If an international delivery is refused or the recipient fails to pay required customs or import charges, the parcel may be held, returned, abandoned or destroyed by the overseas carrier or customs authority.

We cannot issue a refund for a returned parcel until its status is known and, where applicable, the parcel has been safely returned to us.

Where permitted by law, we may take account of:

• The original delivery cost
• Return-to-sender charges
• Customs or carrier charges paid by Volkstoff
• Loss in value caused by damage or unnecessary handling

Any statutory cancellation or refund entitlement will still be handled in accordance with applicable consumer law.

21. Cancellations, returns and personalised products

Cancellation, return, exchange and refund rights are explained in our separate Returns & Refunds Policy.

International customers are normally responsible for arranging and paying for return delivery unless the item is faulty, damaged, incorrect or not as described.

We recommend using a tracked and adequately insured return service.

Please contact us and wait for return instructions before sending an item back.

Custom-made or clearly personalised products may not qualify for a change-of-mind cancellation or return. This does not affect your rights where a personalised product is faulty, damaged, incorrect or not as described.

22. Import restrictions

Customers should check whether the products they order can lawfully be imported into their destination country.

We may cancel an order where we reasonably believe that:

• The product is restricted or prohibited at the destination
• Delivery would breach applicable law or trade restrictions
• The delivery provider cannot accept the parcel
• Customs information cannot be completed accurately
• Sanctions or other government restrictions apply

If we cancel an order before dispatch, we will refund the cancelled products and any associated delivery charge paid to us.

23. Events outside our reasonable control

Production or delivery may be affected by circumstances outside our reasonable control, including:

• Severe weather
• Fire or flooding
• War, civil unrest or terrorism
• Public-health emergencies
• Industrial action
• Customs disruption
• Transport or carrier failure
• Government restrictions
• Cyber incidents
• Unexpected supplier failure

We will take reasonable steps to reduce the effect of these events and keep affected customers informed where practical.

This section does not remove or reduce any mandatory consumer rights.

24. Our legal delivery obligations

We will deliver orders without undue delay.

Unless a different delivery period has been agreed with you, we will aim to deliver your order within 30 days of the contract being formed.

If we cannot fulfil an order within the agreed period, we will contact you to explain the situation and discuss the available options.

Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer-protection law.

25. Changes to this policy

We may update this policy to reflect changes to:

• Our production arrangements
• Delivery services and charges
• Customs processes
• Legal or regulatory requirements
• The destinations we serve
• Parcel weight or size limits
• Volkstoff’s operating processes

The version published on our website when an order is placed will apply to that order.

26. Contact us

For questions about production, dispatch, delivery or an existing order, contact:

Email: hello@volkstoff.com

Please include your order number whenever possible.

Volkstoff Limited
Registered in England and Wales
Company number: 16548413
Registered office: 26 Dame Judith Way, Portsmouth, Hampshire, PO6 3FJ