Shipping Policy

Effective Date: August 31, 2025
Last Updated: August 31, 2025

At Tale House (www.tale-house.com), we pour our heart into ensuring your curated antiques and paintings arrive safely, ready to bring charm and history to your home. Operated by Victoria Henderson from our UK base, we ship worldwide using trusted carriers to deliver your one-of-a-kind treasures. This Shipping Policy outlines our process, rates, and care, so you know exactly what to expect.

1. Shipping Locations

We ship from our UK base to:

UK: Domestic delivery via DPD UK.
International: Europe (e.g., France, Germany, Italy), Canada, Australia, New Zealand, Japan, and Singapore via DHL Express Worldwide.

We ship to most countries with no restricted destinations, but if your location isn’t supported at checkout, contact us at hello@tale-house.com for assistance.

2. Order Processing and Fulfillment

Processing Time: We process and ship orders within 3-7 business days (Monday-Friday, excluding UK public holidays).
Cut-Off Time: Orders placed before 9 AM GMT are processed the same day; later orders may ship the next business day.
One-Off Items: Our antiques and paintings are unique. Once an item is sold, it’s gone forever, so no backorders are available.

3. Shipping Carriers and Delivery Times

We partner with DPD for UK domestic shipping and DHL Express Worldwide for international orders, ensuring reliable delivery with full tracking:

UK (DPD): 3-7 business days.
Europe (DHL Express): 3-7 business days.
Canada, Australia, New Zealand, Japan, Singapore (DHL Express): 3-7 business days.

Delivery times are estimates and may vary due to customs, holidays, or unforeseen events (e.g., weather or strikes). You’ll receive a tracking number via email once your order ships.

4. Shipping Rates

Shipping rates are calculated at checkout using live quotes from Shippo, based on the item’s weight, dimensions, and destination. Key details:

Rates include default insurance for high-risk items like antiques and paintings (up to £5,000, with a 25% deductible). Contact us for custom quotes on oversized items.

5. Packaging and Handling

Your antiques and paintings are treasures, and we treat them as such:

Specialised Packaging: We use sturdy, custom-designed picture frame boxes with bubble wrap, foam, and corner protectors to ensure safe delivery of fragile items.
High-Value Protection: All shipments include insurance (via Shippo) covering the item’s full value, with a 25% deductible for claims. Deliveries over £500 require a signature.
Presentation: Items ship framed and ready to hang, unless you request otherwise.

We prioritise secure delivery to protect the history and craftsmanship of each piece, using recyclable materials where possible.

6. International Shipping

Customs, Duties, and Taxes: International buyers are responsible for any import duties, VAT, or taxes, which are not included in our rates but may be estimated at checkout. Check your local customs regulations.
Currency: All prices are in GBP (£). Your payment processor (PayPal, Stripe, Klarna) will handle currency conversion.
Customs Compliance: We provide accurate customs declarations for paintings and antiques, which are generally unrestricted for export/import.

International deliveries may face customs delays, so track your order closely.

7. Lost, Damaged, or Delayed Shipments

Lost Shipments: If your order doesn’t arrive within the estimated timeframe, contact us at hello@tale-house.com with your tracking number. We’ll file a claim with DPD or DHL and offer a refund or replacement.
Damaged Items: For UK orders, report damage within 24 hours of delivery with clear photos of the item and packaging. For international orders, report within 48 hours. We’ll process insurance claims (25% deductible applies) and arrange a refund or replacement.
Delays: We’re not responsible for carrier delays (e.g., customs, holidays), but we’ll assist with tracking and inquiries.

8. Returns and Refunds

Due to the unique, one-of-a-kind nature of our antiques and paintings, all sales are final. However, we offer limited exceptions:

Damaged Items: Notify us within 24 hours (UK) or 48 hours (international) with photos. We’ll work with you to resolve via insurance (25% deductible).
Change-of-Mind Returns: Accepted within 14 days for UK/EU customers (30 days elsewhere), at the buyer’s expense. Returns must be unused, in original condition, and securely repacked. A restocking fee (covering original shipping/courier costs) may apply.
Non-Returnable: Items amended, altered, restored, reframed, or modified at your request are not eligible for returns.
Return Shipping: Customers arrange and pay for return shipping with tracking and insurance.

Refunds are processed within 5-7 business days of receiving the returned item.

9. Shipping During Holidays or Disruptions

Holidays (e.g., Christmas, bank holidays) or disruptions (e.g., strikes, severe weather) may delay deliveries by 1-2 days. We’ll notify you via email if delays are expected. For urgent needs, select express shipping at checkout or contact us for options.