Shipping policy

Last updated: 31 May 2026

Thank you for shopping with Normen & Rena.

This Shipping Policy explains how and where we deliver our products.

1. Where We Ship

United Kingdom

We currently ship to all UK addresses, including:

  • England
  • Scotland
  • Wales
  • Northern Ireland

European Union

We do not currently offer shipping to European Union (EU) countries.

International Shipping

We do not currently offer shipping outside the United Kingdom.

If international shipping becomes available in the future, this policy will be updated accordingly.

2. Processing Times

Orders are typically processed within:

  • 1–3 working days for standard products where stock is held
  • 2–5 working days for personalised, custom-made, print-on-demand, or made-to-order products

The majority of our products are produced individually to order. Unless otherwise stated at the time of purchase, products are not held as pre-printed or ready-made stock.

Processing times are separate from shipping transit times.

Personalised, custom-made, and made-to-order products may require additional production time depending on:

  • Design requirements
  • Artwork preparation
  • Personalisation details
  • Customer review and approval of design proofs
  • Revision requests
  • Order volume
  • Production schedules

Estimated processing times are based on typical orders and are provided for guidance only.

Processing times may vary depending on the complexity of the project and the time required to obtain information, approvals, or responses from the customer.

Where design proofs, mock-ups, or approval requests are required, production will not begin until all necessary information and approvals have been received.

Orders are not processed on weekends or UK bank holidays.

During busy periods, seasonal demand, or promotional events, processing times may be extended.

If there is a significant delay, we will contact you using the details provided with your order.

3. Delivery Times

We offer a range of shipping services at checkout.

Estimated delivery times after dispatch are:

  • Standard Delivery: 3–5 working days
  • Express Delivery: 1–2 working days
  • Special Delivery: Next working day (where available)

Shipping providers may include Royal Mail, Evri, DPD, Yodel, DHL, UPS, or other suitable courier services selected at our discretion.

The courier used may vary depending on:

  • Parcel size and weight
  • Delivery destination
  • Service availability
  • Collection schedules
  • Operational requirements

Delivery times are estimates only and are not guaranteed.

Normen & Rena is not responsible for delays caused by:

  • Courier network disruptions
  • Weather conditions
  • Postal strikes
  • Customs or security checks
  • Peak seasonal demand
  • Circumstances outside our reasonable control

4. Product Appearance & Handmade Variations

Many of our products are handmade, personalised, printed, or produced to order.

Minor variations in colour, finish, positioning, texture, scale, and appearance may occur between:

  • Product photographs
  • Digital mock-ups
  • Screen displays
  • Final handmade or printed products

Such variations are a normal part of the handmade and custom production process and do not constitute defects.

5. Design Approval Responsibility

Where design previews, proofs, mock-ups, or approval requests are provided for full custom design orders, customers are responsible for carefully reviewing all details before providing final approval.

For simple personalisation orders — where a customer submits a name, date, or short text to be added to an existing design — the customer is solely responsible for ensuring all submitted details are correct at the time of ordering. No proof or preview will be provided for simple personalisation orders unless otherwise agreed.

For full custom design orders, this includes but is not limited to:

  • Names
  • Dates
  • Spellings
  • Personalisation details
  • Uploaded images or artwork
  • Layout and design placement

Once final approval has been provided, Normen & Rena cannot accept responsibility for errors that were present in the approved design.

6. Shipping Costs

Shipping charges are calculated automatically at checkout based on:

  • Package size and weight
  • Delivery destination
  • Shipping service selected

Any free shipping promotions, discounts, or special offers will be applied automatically where applicable and displayed during checkout.

7. Order Tracking

Where tracking is available, tracking information will be sent to the email address provided during checkout once your order has been dispatched.

The shipping method, including whether tracked or untracked services are used, will be selected at our discretion based on the size, weight, and nature of the item. Normen & Rena is not liable for delays or losses arising from the shipping method selected, except where required by applicable law.

Tracking availability may vary depending on the shipping method selected.

8. Customer Responsibility

Customers are responsible for providing accurate:

  • Shipping information
  • Delivery address details
  • Contact information

Please carefully review your order details before completing your purchase.

Normen & Rena is not responsible for delays, failed deliveries, or additional charges resulting from incorrect information supplied by the customer.

9. Incorrect Addresses and Failed Deliveries

If an order is returned to us because:

  • An incorrect address was provided
  • Delivery attempts were unsuccessful
  • The parcel was refused

Additional shipping charges may apply before the order can be resent.

Any eligible refund may be reduced by shipping and handling costs already incurred.

10. Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, faulty, or incorrect, please contact us as soon as reasonably possible and preferably within 3 days of delivery at info@normenrena.co.uk

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item
  • Clear photographs of the packaging

We will review the issue and work to provide an appropriate resolution.

Please retain all original packaging until your issue has been fully resolved, as this may be required as part of any courier claim or investigation.

11. Lost or Delayed Deliveries

If you believe your parcel has been lost or significantly delayed, please contact us as soon as possible.

We will work with the relevant courier to investigate the issue and provide updates where available.

Claims relating to lost parcels may be subject to courier investigation timeframes and requirements.

12. Returns and Refunds

Returns and refunds are governed by our Refund & Return Policy.

Please do not return any items without contacting us first and receiving return instructions.

For full details, please refer to our Refund & Return Policy available on our website.

13. Contact Us

If you have any questions regarding shipping or delivery, please contact us:

Normen & Rena