Delivery Policy

We ship worldwide from our studio in the Scottish Borders. All available shipping options and rates are listed below. Delivery times vary by destination and the carrier selected at checkout.

Please remember that delivery time is separate from processing time. If your order includes personalised embroidery, please allow up to 14 working days for this to be completed before your chosen delivery service begins.

United Kingdom (Scotland, Wales & England)

DPD Standard (free on orders over £40)

Royal Mail Standard: £4

DHL Express: £20

Royal Mail Special: £8

Northern Ireland

Royal Mail Standard (free on orders over £40)

DHL Express: £20

Royal Mail Special: £8

Royal Mail Standard: £4

Personalised & Embroidered Orders

If your order includes embroidery, please allow up to 14 working days for personalisation before dispatch.

Your item is sent to our local embroiderer, usually on the same day or next working day after your order is placed. Embroidery is often completed sooner, but 14 working days is the timeframe we recommend allowing.

Choosing DHL Express, Royal Mail Special or another express delivery service does not speed up the embroidery process. Your selected delivery service begins once your personalised item is ready to be dispatched.

If you need your order for a particular date, please allow enough time for both embroidery and delivery.

Tracking Your Order

Tracking information will be provided once your parcel is on its way.

For DPD deliveries, you will receive an email or text directly from DPD once they have your parcel. Depending on the options available for your address, you may be able to change your delivery day, nominate a safe place, leave your parcel with a neighbour or arrange delivery to a parcel shop.

DPD makes one delivery attempt. If you are unavailable, they will wait for further delivery instructions. If no instructions are provided within 24 hours, your parcel may be returned to us.

Why does my embroidered order say “fulfilled” before it has arrived?

For embroidered orders, we sometimes prepare your shipping label in advance so your parcel is ready to leave as soon as it returns from our embroiderer.

This can trigger an automatic email saying your order has been fulfilled before it has actually been collected by the courier.

Your parcel has not necessarily been dispatched at this point. Once it has been collected and is on its way, you will receive your tracking and delivery information.

Sending a Gift

If you are sending an order directly to someone as a gift, we recommend entering your own email address and telephone number at checkout.

This means you will receive the delivery notifications rather than the recipient, helping you keep the gift a surprise.

Once you receive the delivery day and time slot, we recommend letting the recipient know that a parcel is on its way so they can make sure someone is available to receive it.

Duties & Taxes (International Orders)

For all orders shipped outside the UK, import duties, VAT and customs charges are not included in your shipping fee. These costs are set by your local customs authority and must be paid by the recipient before delivery can be completed.

We cannot estimate these fees in advance, as they vary by country and courier. Payment of these fees is the sole responsibility of the customer and may be collected by the courier or a third party such as Asendia, Mark3 or DHL.

Couriers will typically hold your parcel for up to 5 days while awaiting payment. If duties are not paid within this timeframe and the parcel is returned to us, any fees or charges incurred in returning the parcel will be deducted from any refund issued.

This information is communicated at multiple points throughout our website, including the site-wide banner for international orders, our Delivery page, shipping options at checkout and the order summary at checkout.

Rosie Sugden has no control over these charges or the amounts set by customs authorities.