Shipping & Returns
Shipping Policy
At present we only offer UK postage and packaging – all orders are sent out as Standard Mail which is Royal Mail 2nd Class, with the option to upgrade to Royal Mail 1st Class.
Postage and packaging costs are based on product size and weight, and will be stated at checkout.
The Royal Mail website states that they aim to deliver second class mail within 2 to 3 working days, and first class mail by the next working day. Please bear in mind that once orders are despatched delays may occur which are out of our control, and that these timings are estimates.
All CARDS, TEA TOWELS and PRINTS up to A3 size, will be dispatched within 2 working days.
All our PRINTS larger than A3, framed and unframed options, are printed externally – they are high quality Gicleé prints, and framed prints are supplied ready to hang with handmade classic style wood frames. These can take up to three working days to make. They are then dispatched using the Royal Mail 24 service, directly to you. Once dispatched we will send tracking information. Please ensure address details are accurate, as we cannot be responsible for loss or non-delivery due to customer error.
If you live within London postcodes W5, W7 and W13, we’d be happy to hand deliver to you at a mutually convenient time, just get in touch to arrange.
As far as possible all our packaging is eco-friendly, recycled and recyclable.
If you would like something shipped further afield, please email customerservice@luckynumber5design.com for prices and more information.
Returns Policy
We hope you will be 100% happy with your purchase, but we also understand that there may be a time when you need to return something to us.
Please see below for frequently asked questions, or email customerservice@luckynumber5design.com with any other queries, stating your order number and details.
What do I do if I want to return an item?
If you wish to return an item, please contact us within 28 days of receipt. We will issue a refund if the item is returned to us in its original unused condition, and in the original packaging. Once we receive the returned item we will process a refund within 7 days. Any returned item that is damaged due to insufficient packaging will not be refunded. Please note we can only refund the person who bought the item, and we will need the order number and details.
Do I have to pay the cost of returning my item?
Yes, the customer is responsible for the cost of returning the item. The unused item must be packaged securely in its original packaging, and you must obtain proof of postage, as we are not responsible for items lost or damaged in transit. We cannot refund the postage costs.
How long will my refund take?
Refunds will be processed within 7 days upon receipt of the returned item. Any payments refunded will have the original postage costs deducted.
Can I return a personalised, custom or bespoke item?
No, due to the unique nature of a custom or bespoke design, we cannot accept returns. We will email you a proof of the design for approval, before the item is made for you. When placing a custom order it is important to double check all details, as we cannot be held responsible for any errors made by the customer.
What happens if the item is damaged or faulty on receipt?
If your item is delivered damaged or faulty please email customerservice@luckynumber5design.com within 24 hours of receipt. Please email us clear pictures of the damaged/faulty item with its packaging to ensure a replacement/refund can be arranged.
Where do I return my item to?
Please email customerservice@luckynumber5design.com for details of where to return your item.