Shipping & Returns

Timeless Luxury Company Delivery Services

When you buy vintage products or luxury goods from us we work hard to ensure your order is received promptly and in perfect condition. The Timeless Luxury Company has tried to make calculating and understanding the cost of your delivery very simple. Our product delivery prices vary depending on the size of your order. We calculate the cost of deliveries based on the total weight of an entire order (including packaging). It's worth noting that when you buy pre-loved luxury goods or purchase vintage products online in our Emporium, the maximum standard delivery charge is just £8.99 for Standard Delivery up to a maximum weight of 5KG to mainland UK addresses.

Our Timeless Luxury Company delivery charges for UK Mainland regions are as follows:

£3.99 Tracked Standard Delivery

If you order ANY products up to a combined weight of 250g, the postage, packing and delivery will cost just £3.99

£4.99 Standard Delivery

If you order ANY products up to a combined weight of 500g the postage, packing and delivery will cost £4.99

£5.99 Tracked Standard Delivery

If you order ANY products up to a combined weight of 2kg the postage, packing and delivery will cost £5.99

£8.99 Tracked Standard Delivery

If you order ANY products between 2KG up to 5KG the postage, packing and delivery will cost £8.99

£9.99 Tracked Standard Delivery

If you order ANY products between 5KG up to 10KG the postage, packing and delivery will cost £9.99

£11.99 Tracked Standard Delivery

If you order ANY products from 10KG up to 15KG the postage, packing and delivery will cost £11.99

£12.59 Tracked Standard Delivery

If you order ANY products from 15KG up to 20KG the postage, packing and delivery will cost £12.59

£29.99 Tracked Standard Delivery

If you order ANY products from 20KG up to 30KG the postage, packing and delivery will cost £29.99

If you are looking to buy our goods in larger quantities, please contact us to discuss prior to ordering here: hello@artfactorylondon.co.uk or via our contact form.

The Timeless Luxury Company Superfast Next Working Day Delivery

If you buy a product in our store and we receive your order before midday [12pm GMT], you may have the option of using our Superfast Next Working Day Delivery at a cost of £21.99; no matter how much you decide to order up to 20kg. (*subject to Royal Mail restrictions).

Please note: if you use our Superfast Next Working Day Delivery service on a Friday, your delivery will be scheduled to arrive the following Monday.

FREE Standard delivery on an order that totals over £100!

When you buy vintage products or luxury goods in our store to a value of over £100 (ex VAT.) your soap order will be despatched FREE via Standard Delivery.

Your Preferred Delivery Method

Standard orders made through The Timeless Luxury Company will be delivered using Royal Mail 2 delivery or Tracked 48 Hour Delivery via one of our delivery partners such as Evri, Yodel, DHL, DPD or UPS.

If you would prefer precipitated delivery, please choose one of our express delivery service options, which are available for a small additional cost.

Taking Receipt Of Your Delivery

As with most mail order items, it is extremely difficult, if not impossible, to specify an exact time for your delivery of your order. Ordinarily, your purchase delivery can arrive at any time over the course of the day via our carriers.

We would highly recommend that when you buy products from our Emporium, you request your order be delivered to a work or business address if you have one, particularly if either you or the recipient is not normally at home during the day.

It is company policy that The Timeless Luxury Company does not send product orders to PO Box addresses.

International Delivery

The Timeless Luxury Company currently ships to addresses within the United Kingdom only but we can arrange International delivery on special request.

Please email us at hello@artfactorylondon.co.uk to discuss International postage options and rates prior to placing your order.

All we'll need to know is which items you wish us to send and which countries you wish them to be sent to. We'll then seek to identify the best value and safest delivery methods and we'll let you know as soon as possible.

BFPO

The Timeless Luxury Company is happy to post to BFPO addresses. Standard delivery charges apply in these instances.

Delivery Timings

The Timeless Luxury Company takes up to 3-5 working days to ship your order from verified receipt of payment. That said; we do endeavour to despatch same day or next day if the items are held in stock.

We ship orders on Monday through to Friday, excluding holidays and most orders by Standard Delivery (Royal Mail Second Class or Tracked 48) should be with you within 3-5 days of despatch from our store.

We recommend that you leave up to 6 days for standard delivery in case there are shipping problems beyond our control with the Royal Mail or couriers.

The Timeless Luxury Company will send an update email to you once your order is despatched so you know when it has left our store and your order is on its way to you.

Shipping Surcharges

Selected products in our range are subject to shipping surcharges due to either size, weight and/ or special handling requirements and these surcharges will be noted in the product details and applied in the shopping bag summary before checkout.

Third Party Delivery Delays

Unfortunately, we cannot be held responsible or liable for any delays to your delivery due to third party challenges that are beyond our control. The Timeless Luxury Company uses Royal Mail and reputable couriers for all deliveries.

If your delivery is for a special occasion, please let us know prior to ordering then we can process your order in plenty of time choosing Royal Mail First Class Delivery or delivery by Courier. If your order is required in a hurry, we strongly suggest that priority delivery options are taken.

Please note that, even if priority delivery options are chosen, sometimes these deliveries are subject to circumstances and delays that are beyond our control once the delivery has left us, we cannot be held responsible for any delays.

What If My Delivery Is Lost?

If it becomes apparent that your order has been lost in the post, The Timeless Luxury Company will re-send your order at no cost to yourself or refund your purchase after confirming the loss with the Royal Mail or the relevant couriers. The investigative process is thorough so please allow up to four weeks for Royal Mail to confirm the loss.

Warm Weather Shipping Policies

Some products can be damaged by excessive heat during delivery and requires extra special handling care during the months of May through to September, or indeed, any time of the year when the weather is warm, where your order is being shipped.

To assure that your goods arrive without cracking, melting or softening, soap shipments during May through September may require a 1st class or express courier delivery and this option should be strongly considered when placing your order.

This warm weather shipping policy may also be necessary for soap shipments during other times of the year when the weather is warm at the order destination point. In this case, priority delivery charges may apply and may be added to your order.

A representative from The Timeless Luxury Company will endeavour to contact you via email prior to your order being shipped to advise your options.

Remote Rural Territories

Please allow 3 additional days for Standard delivery in remote areas i.e. not on the mainland.

Packaging

We have gone to great lengths to test all our mail order packaging and we have strict quality control procedures to ensure that all product orders that leave us do so in absolutely perfect condition.

Sometimes, due to circumstances beyond our control, we recognise that both product and packaging can be damaged due to rough handling by third party carriers.

If your product is damaged en route, we request that you contact our Customer Service Team immediately by email hello@artfactorylondon.co.uk or via our contact form.

Is there anything that we can do to help?

If you have any questions regarding our delivery process or anything else that we can help you with then please don't hesitate to contact us via email: hello@artfactorylondon.co.uk or via our contact form.

Returns

We want to make sure you buy products you love in our store! If you change your mind within 14 days after receiving a product bought from The Timeless Luxury Company, you have the right to revoke your purchase by returning the product within 14 days of the date you took receipt of the ordered product. There are some exceptions such as personalised/ custom products such as personalised gifts or bespoke goods.

To start a Return Request, please use the Contact Us Form here.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we receive back from you any goods supplied, or
• If earlier, 14 days after the day you provide evidence that you have returned the goods, or
• If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

In all cases, the items returned must be in their original condition and the goods are your responsibility until they reach ArtFactory. Please ensure you package your return using the original packaging to prevent any damage to the items and please take care to package your return carefully.

We do not offer a free returns service and we suggest you use a recorded method of carriage to return the goods as we cannot be held responsible for items lost or delayed in transit on the way back to us.

Please return the order to: Artfactory, 27 Horton Hill, Epsom, Surrey KT19 8SS

Personalised Products & Bespoke Gifts

Please note: Bespoke gifts, personalised gifts and custom products are all final sale. Returns will not be accepted unless the product arrives damaged or defective.

Please contact us as a matter of urgency in the unlikely event a product is received in a defective or damaged state. We will always work hard to put things right with you.

Please note: No refunds will be granted after the 14-day cooling off period.

Our Return Policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer returns within 14 days of purchase. You can return your product for a different product or a refund to the original payment method.

Please note the following exceptions to our return and refund policy below:

• Discounted items are final sale and cannot be returned or exchanged.
• Returned items must be unopened and be returned in original product packaging.
• Returned items must have no visible signs use.
• Returned Items must be in sellable condition.
• We are unable to accept returns for perishable items or personalized and custom-made items unless they are received damaged or defective. Please contact us. We will simply ask for photos to substantiate the claim and potentially use the photos as evidence for the carriers.

To initiate a return, please complete the following steps:

1. Either reply to your order confirmation email to request which products you would like to return, get in touch with us via the online contact form here or send us an email hello@artfactorylondon.co.uk stating the reasons for the return.
2. On reception of your notice, we will get in touch with you.
3. On agreement of a return, you can then send all relevant items back to us.

Return FAQs

How long does it take to receive your refund, replacement product or store credit?

On reception of your returned item, we will investigate and raise a refund for the appropriate amount within 14 days. We will contact you as early as possible before this deadline.

Any shipping fees the customer will need to pay?

In cases where it is a ‘change of mind’ return, we will deduct the outbound and return postage charges from the product refund amount. If an item is received in defective condition, we will refund postage as well as product costs on return.

Any return restocking fees the customer will need to pay?

In cases where the item is re-sellable and the return is due to ‘change of mind’ we will discount 25% from the refund amount to cover restocking and administration expenses.

How do you handle lost or damaged returns?

We will promptly investigate any lost item or damaged product claims. Please contact us via the contact form here or send us an email using hello@artfactorylondon.co.uk stating the nature of the issue.