Delivery and despatch
Every item in our shop is made to order, so please allow 3–5 working days for your order to be made and dispatched.
In practice we often turn orders around faster than this — but we'd rather be honest about our timescales and surprise you with an early arrival than keep you waiting and wondering.
Once dispatched, orders are sent via Evri and typically arrive within 3–5 working days, though in our experience delivery is often much quicker than this.
From order to doorstep, please allow up to 10 working days in total — though the reality is usually quite a bit sooner. If you need it quicker for a special occasion please email us first and we will do our best to accommodate
You'll receive a dispatch notification when your order is on its way — we'll include a tracking number where available.
Returns and exchanges
Made with care. Made for you.
Every item from Shelter & Shadows Design is made to order — created individually at the point of purchase, just for you. Because of this, we are unable to accept returns or offer refunds where you have simply changed your mind.
Under the Consumer Contracts Regulations 2013, made-to-order and personalised goods are exempt from the standard 14-day right to cancel. By placing an order with us, you are acknowledging and accepting this.
We know that's a lot of trust to place in a small business— and we don't take that responsibility lightly.
Something arrived damaged or not as expected?
We want every order to reach you in perfect condition, as if it was hand delivered, but if something has gone wrong — whether that's damage in transit, a printing fault, or an item that doesn't match what was ordered — please get in touch within 7 days of receiving your order and we will do everything we can to put it right.
To help us resolve things quickly, please contact us at heather@shelterandshadowsdesign.co.uk with:
- Your order number
- A brief description of the issue
- A photograph clearly showing the fault or damage
Where a genuine fault or error is confirmed, we will offer a replacement item at no additional cost. We are a small independent business and are not currently able to offer monetary refunds, but we are committed to ensuring you are happy with what you receive.
A few things to bear in mind
Colour variation: Sublimation printing produces clear, lasting results — but colours can appear slightly different on screen versus in person, and may vary a little between product types and batches. This is a natural characteristic of the process and not considered a fault.
Made-to-order lead times: Please allow the stated production time before contacting us about a missing order. If your item hasn't arrived after the expected timeframe, we're always happy to investigate.
Get in touch
If you have any questions before placing an order, please don't hesitate to ask — we'd rather you felt completely confident than uncertain.
📧 heather@shelterandshadowsdesign.co.uk