Shipping Policy

Order Processing

Orders are processed Monday to Friday, excluding UK public holidays.

Please allow up to five business days for your order to be prepared before dispatch. As many Francis de Lara pieces are hand-finished and individually checked in London, certain orders may require additional preparation time.

Once your order has been dispatched, you will receive a confirmation email containing tracking information.

Shipping Destinations

Francis de Lara ships within the United Kingdom and internationally using trusted courier services.

Available delivery methods and shipping charges will be displayed at checkout. Delivery availability may vary according to the destination and the nature or value of the order.

Delivery Times

Any delivery timeframe shown at checkout or provided in your dispatch confirmation is an estimate rather than a guaranteed delivery date, unless expressly stated otherwise.

Delivery times may be affected by customs clearance, local courier operations, severe weather, public holidays or other circumstances outside our reasonable control.

If we become aware of a significant delay affecting your order, we will endeavour to notify you as soon as reasonably possible.

International Duties and Taxes

International orders may be subject to import duties, customs charges, taxes or local handling fees imposed by the destination country.

Unless expressly stated at checkout, these charges are not included in the product price or shipping charge and are the responsibility of the recipient.

Francis de Lara does not determine or control these charges and cannot predict their amount. We recommend contacting your local customs authority for further information before placing an order.

We cannot reimburse customs duties, import taxes or local charges paid directly to authorities or third parties, except where required by applicable law.

Customs Clearance

International customers are responsible for supplying any information or documentation required by the destination country’s customs authority or delivery provider.

Delays caused by customs clearance are outside our direct control. If customs charges are refused or the required information is not supplied, the parcel may be returned to us. Any refund will be handled in accordance with applicable law and our Refund & Returns Policy.

Pre-orders and Made-to-Order Pieces

Pre-order and made-to-order pieces will be dispatched when they become available or when the work specified on the product page has been completed.

Estimated dispatch dates are provided as guidance and may change. If your order contains both an immediately available item and a pre-order or made-to-order item, the entire order may be held until all pieces are ready to dispatch.

If you require available items to be sent separately, please contact info@francisdelara.com. Additional delivery charges may apply.

Delivery Address

Please ensure that your name, delivery address, postcode, telephone number and other contact details are complete and accurate before submitting your order.

If you discover an error, contact info@francisdelara.com as soon as possible. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

Francis de Lara is not responsible for delivery problems resulting from incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

Receiving Your Order

A signature may be required upon delivery. We recommend selecting a secure address where you or an authorised person will be available to receive the parcel.

Goods remain our responsibility until they are delivered into your physical possession or to a person identified by you to receive them. If you nominate a safe place or otherwise authorise the courier to leave the parcel in a particular location, delivery to that authorised location may constitute delivery to you.

Missing or Delayed Parcels

If your tracking information has not updated for an unusual length of time, or your parcel has not arrived within the expected period, please contact info@francisdelara.com with your order number.

We will work with the courier to investigate. Courier investigations may take time, and we may need to await their findings before arranging an appropriate resolution.

A tracking status marked “delivered” does not by itself remove any rights you may have under applicable consumer law. If a parcel is shown as delivered but cannot be located, please contact us promptly so that we can investigate.

Damaged Parcels

If your parcel or its contents arrive damaged, please contact info@francisdelara.com as soon as reasonably possible. Please include your order number and clear photographs of:

• The external packaging

• The shipping label

• The internal packaging

• The damaged item

Please retain all packaging until we have completed our assessment, as the courier may require it during an investigation.

Your rights regarding faulty, damaged, incorrect or misdescribed goods are explained in our Refund & Returns Policy.

Delays Outside Our Control

Francis de Lara is not responsible for delays caused by events outside our reasonable control, including customs procedures, severe weather, transport disruption, industrial action, public holidays or courier-service interruptions.

Nothing in this policy limits your statutory rights, including any right to cancel an order where delivery has not taken place within an agreed or legally required period.

Contact

For questions regarding shipping or delivery,