SHIPPING AND DELIVERY POLICY

Effective date: 01 August 2026
Last updated: 03 August 2026

Products marketed under the ÆTHEL DESIGN brand are sold by:

CRESTAVERA LIMITED
Private limited company registered in England and Wales
Company number: 16270955

Registered office:
Suite 8, The Monument
45–47 Monument Hill
Weybridge
Surrey KT13 8RN
United Kingdom

VAT registration number: GB492448265
Customer service email: info@aetheldesign.com
Customer service telephone: +44 7534 046773

ÆTHEL DESIGN is a registered United Kingdom trade mark owned by CRESTAVERA LIMITED.

The registered office shown above is for legal and business correspondence. It is not a warehouse, dispatch location or product returns address. Please do not send products to this address unless we have expressly instructed you to do so.

1. Scope of this policy

This Shipping and Delivery Policy applies to orders placed directly through the ÆTHEL DESIGN online store.

Orders placed through Amazon, eBay, Etsy or another marketplace may also be subject to the marketplace’s shipping, delivery and buyer-protection procedures.

This policy should be read together with our:

• Terms of Service;
• Returns, Cancellations and Refunds Policy;
• Privacy Policy;
• Product descriptions;
• Information displayed at checkout.

Nothing in this policy excludes, restricts or replaces any mandatory consumer right available under applicable law. Where local law provides you with more favourable rights, those mandatory rights will take precedence.

2. Shipping destinations

We ship to the countries and regions made available for selection at checkout.

The availability of delivery services may depend on:

• The delivery country or postcode;
• The products in the order;
• Parcel dimensions and weight;
• Carrier availability;
• Customs or import restrictions;
• Sanctions and export-control requirements;
• Local delivery limitations.

The availability of a country in our general market selector does not guarantee that every product can be delivered to every address in that country.

If we cannot lawfully or reasonably fulfil an order to the selected destination, we may decline or cancel the order and refund any amount paid for the affected products.

We may temporarily suspend delivery to a country or region because of carrier disruption, conflict, natural disaster, regulatory changes or another material operational issue.

3. Dispatch locations

Orders are currently dispatched from:

London, England, United Kingdom

The dispatch location may vary depending on the product, available inventory and delivery destination.

The dispatch origin may differ from CRESTAVERA LIMITED’s registered office. The registered office is not a fulfilment warehouse.

Where an order contains products stored at different fulfilment locations, the products may be sent in separate parcels.

4. Order processing times

In-stock orders are normally prepared for dispatch within:

1–3 BUSINESS DAYS

Processing time begins after:

• The order has been successfully submitted;
• Payment has been authorised;
• Any required fraud or security checks have been completed;
• Any information needed to fulfil the order has been received.

Orders submitted after 14:00 o'clock (London local time) may begin processing on the next business day.

For processing purposes, a business day means Monday to Friday, excluding public holidays observed in England. Carriers operating in other countries may use different working days and public-holiday schedules.

Orders placed during weekends, public holidays, product launches, promotional periods or unusually busy periods may require additional processing time.

Processing time is separate from carrier transit time.

Personalised, engraved, made-to-specification, pre-order or temporarily back-ordered products may have longer processing periods. The applicable estimate will be displayed on the product page, at checkout or in the order communication.

5. Order acknowledgement and acceptance

After you place an order, you will normally receive an automated order acknowledgement.

This confirms that we have received your order. It does not necessarily mean that the order has been accepted.

A purchase contract is formed when we send a dispatch confirmation for the relevant product, unless we expressly confirm acceptance earlier.

Where an order is dispatched in separate parcels, each dispatch confirmation may represent acceptance of the products identified in that dispatch.

If we cannot accept or fulfil an order, we will notify you and refund any amount captured for the affected product without undue delay.

6. Shipping methods and charges

The delivery methods currently available for your address will be shown at checkout.

Available options may include:

• Standard tracked delivery;
• Express or expedited delivery;
• Signed delivery;
• Carrier collection points;
• Parcel lockers;
• Other location-specific services.

Not every option is available for every destination or product.

Shipping charges are calculated using factors that may include:

• Delivery destination;
• Parcel weight and dimensions;
• Order value;
• Carrier service;
• Required tracking or signature;
• Applicable promotion or free-shipping threshold.

The shipping charge payable to us will be displayed before you submit the order.

Where we need to substitute a carrier after purchase, we will use a reasonably comparable service that does not materially reduce the delivery standard for which you paid.

If we cannot provide the paid service level, we may:

• Offer an alternative service;
• Refund the difference in shipping cost;
• Offer cancellation of the affected order.

7. Free-shipping promotions

Where free shipping is offered, the applicable:

• Destination;
• Minimum order value;
• Product exclusions;
• Promotion period;
• Service level;

will be shown on the Store or at checkout.

Unless expressly stated otherwise:

• The qualifying order value is calculated after promotional discounts;
• Import duties and taxes are not included when calculating the threshold;
• We may select the carrier and service used for free shipping;
• Free shipping does not mean that import duties, taxes or customs charges are included;
• Free shipping cannot be applied retrospectively to an earlier order.

Any mandatory right to a refund of standard outbound delivery charges remains unaffected.

8. Estimated delivery periods

Available delivery estimates will be shown at checkout before you submit the order.

You may also publish typical estimates below once they have been verified against your carrier services:

Delivery estimates:

• Begin after dispatch, not when the order is submitted;
• Are normally expressed in business days;
• Do not include order-processing time;
• Do not normally include weekends or public holidays;
• May be affected by customs processing;
• Are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

A delivery estimate shown at checkout forms part of the delivery information for that order.

Where you require delivery by an essential date, such as a scheduled production, photography assignment or journey, please contact us before ordering. A date will be treated as guaranteed or essential only where we expressly agree to it in writing.

Choosing an express service reduces the expected carrier transit time but does not guarantee that customs authorities or events outside our reasonable control will not delay delivery.

9. Regional delivery rights

United Kingdom

Unless a different delivery period has been agreed, UK consumer orders will be delivered without undue delay and normally within 30 days after the contract is formed.

If we fail to deliver within the agreed period or applicable statutory period, you may have the right to:

• Request delivery within an additional reasonable period;
• Cancel the affected order in certain circumstances;
• Receive a refund for undelivered products.

Where delivery by a particular date was expressly agreed as essential, different cancellation rights may apply.

European Union and EEA

Unless a different delivery period has been agreed, EU and EEA consumer orders will normally be delivered within the period required by applicable law.

If we fail to deliver within the agreed period, you may be entitled to give us an additional reasonable period for delivery and subsequently cancel the contract if delivery still does not occur.

Where the agreed delivery date was essential, you may have the right to cancel without providing an additional period.

United States

For US orders, we will have a reasonable basis for expecting that an order can be shipped within the period represented on the Store or at checkout.

Where no shipping period is stated, the default period required by applicable US law will apply.

If we cannot ship within the stated or applicable period, we will provide any delay notice, revised shipment information, cancellation option or refund required by applicable law.

Canada and Québec

Delivery dates or delivery periods will be disclosed at checkout where required.

Mandatory provincial rights concerning delayed or failed delivery remain unaffected.

For Québec online purchases, statutory cancellation rights may arise where goods are not delivered within the agreed written period or, where no period was disclosed, within the applicable statutory period.

Australia and New Zealand

We will take reasonable steps to deliver within the agreed period or, where no specific period has been agreed, within a reasonable time.

Mandatory rights concerning products that arrive late, damaged or not at all remain unaffected.

10. Tracking and dispatch confirmation

When your order is dispatched, we will normally send a dispatch confirmation to the email address connected with the order.

Where tracking is available, the dispatch confirmation will include:

• The carrier;
• The tracking number;
• A tracking link;
• The products included in the parcel.

Tracking information may require some time to become active after the dispatch confirmation is issued.

Some local or economy services may provide limited tracking events. A lack of intermediate scans does not necessarily mean that a parcel has been lost.

Please monitor tracking information and any carrier communications relating to:

• Delivery attempts;
• Address queries;
• Customs requirements;
• Collection deadlines;
• Import charges;
• Delivery changes.

11. Address information

You are responsible for providing a complete and accurate delivery address.

This includes, where applicable:

• Recipient’s full name;
• Building number and street;
• Apartment, suite or unit number;
• City;
• County, state or province;
• Postcode or ZIP code;
• Country;
• Telephone number;
• Any legally required tax or identification number.

Please check the address carefully before submitting the order.

We will try to process an address-change request submitted before dispatch, but we cannot guarantee that it can be completed once fulfilment has begun.

Changing an address after dispatch may:

• Be unavailable;
• Delay delivery;
• Cause the carrier to charge an additional fee;
• Affect tracking or delivery protection.

If an inaccurate or incomplete address causes a parcel to be returned, redirected or stored, you may be responsible for the resulting reasonable carrier, customs and re-delivery costs, where permitted by law.

No such charge will apply where the address error was caused by us.

12. Post-office boxes, military addresses and restricted locations

Availability of delivery to:

• PO boxes;
• BFPO addresses;
• APO or FPO addresses;
• Military bases;
• Parcel lockers;
• Hotels;
• Universities;
• Remote areas;
• Islands;
• Commercial mailrooms;

depends on the carrier and destination.

Some express and signature services cannot deliver to PO boxes.

If a delivery method is unavailable for the address entered, Shopify checkout may prevent selection of that service or request an alternative address.

Deliveries to hotels, temporary accommodation, shared offices or educational accommodation are made at the customer’s risk after proper delivery to the authorised reception, mailroom or nominated recipient, to the extent permitted by applicable law.

13. Delivery to another person, safe place or collection point

You may be able to instruct the carrier to deliver to:

• A neighbour;
• A reception desk;
• A commercial mailroom;
• A parcel locker;
• A collection point;
• A nominated safe place;
• Another authorised person.

Where you give a clear instruction authorising delivery to a particular person or location, delivery to that person or location may constitute completion of delivery to the extent permitted by applicable law.

We are not responsible for loss occurring after proper delivery to a place or person expressly selected by you, except where applicable law provides otherwise.

Where a carrier leaves a parcel in a location that you did not authorise and you do not receive it, please contact us so that we can investigate.

For higher-value orders, we may require:

• A signature;
• Age or identity verification where applicable;
• Collection from a staffed location;
• Delivery to the billing address.

You may not be able to waive these requirements.

14. Freight forwarders and onward shipping

Where you instruct us to deliver an order to a freight forwarder, export agent, reshipping company or another third party selected by you, that organisation is treated as your nominated recipient to the extent permitted by applicable law.

Our delivery responsibility normally ends when the order is properly delivered to that nominated recipient.

We are not responsible for:

• Loss during subsequent onward transportation;
• Damage caused during repacking;
• Removal of original packaging;
• Consolidation with other parcels;
• Customs declarations made by the forwarding company;
• Delivery to the final destination after the forwarder has accepted the parcel.

This does not limit responsibility for damage or non-conformity that existed before delivery to the nominated recipient.

We may decline delivery to a forwarding company where we reasonably suspect fraud, sanctions evasion, unauthorised resale or another legal or security risk.

15. Split shipments and partial deliveries

An order may be dispatched in more than one parcel where:

• Products are stored at different locations;
• A product becomes available at a different time;
• Parcel weight or size restrictions apply;
• Separate shipping improves delivery speed or security.

You will not be charged additional shipping solely because we choose to divide an order after checkout.

Each parcel may have a separate tracking number and delivery date.

A delay affecting one parcel does not necessarily delay the remaining parcels.

Where only part of an order is delivered, check the dispatch confirmation before reporting products as missing.

16. Pre-orders, back-orders and made-to-specification products

A pre-order or back-order product will display an expected dispatch date or period where reasonably possible.

Expected dates may change because of:

• Production delays;
• Supplier delays;
• Quality-control requirements;
• Customs issues;
• Carrier disruption;
• Events outside our reasonable control.

If a material delay occurs, we will notify you and provide any right to:

• Accept the revised date;
• Cancel the delayed product;
• Receive a refund;

required under applicable law.

Where a US shipment cannot be made within the represented period, we will obtain any legally required consent to the delay or refund the unshipped product.

An order containing both in-stock and pre-order products may be held until all products are available or sent separately. The applicable arrangement should be shown at checkout or communicated after the order.

17. International duties, taxes and customs charges

International orders may be subject to:

• Import VAT;
• GST or sales tax;
• Customs duties;
• Brokerage fees;
• Customs-clearance fees;
• Local handling charges;
• Other government or carrier charges.

The treatment of duties and taxes will be indicated at checkout where supported.

Where duties and taxes are collected at checkout

Where checkout expressly states that duties and taxes are included or prepaid, we or our shipping provider will arrange payment of the stated import charges.

You should not normally be asked to pay those same stated charges again. Contact us before making a duplicate payment.

Where duties and taxes are not collected at checkout

Where checkout does not state that duties and taxes are included, the recipient may be responsible for paying them directly to the carrier or relevant authority.

These charges are imposed by the destination country and are not controlled by CRESTAVERA LIMITED.

Free shipping does not include duties, taxes or customs charges unless expressly stated.

We cannot guarantee the amount that a customs authority or carrier may charge.

18. Customs information and customer cooperation

You may be asked to provide information required for customs clearance, such as:

• A local tax number;
• Importer identification;
• Identity documentation;
• A telephone number;
• Confirmation of the product’s intended use.

You are responsible for providing required information accurately and within the requested period.

We will complete export and customs documentation accurately and will not:

• Falsely undervalue an order;
• Describe a commercial purchase as a gift;
• Use an inaccurate product description;
• Falsify the country of origin.

Customs authorities may inspect or open parcels.

Customs processing can delay delivery and may occur without advance notice.

A customer’s failure to provide legally required import information or pay properly disclosed import charges may cause the parcel to be held, returned or destroyed.

19. Import restrictions and sanctions

You are responsible for checking whether a product may lawfully be imported into the destination country.

We may decline, suspend or cancel an order where fulfilment may breach:

• UK sanctions;
• Export-control rules;
• Carrier restrictions;
• Customs restrictions;
• Local import prohibitions;
• Payment-provider compliance requirements;
• Other applicable law.

Where we cancel an unfulfilled order for one of these reasons, we will refund the amount paid for the affected product.

We are not required to dispatch an order where doing so would be unlawful.

20. Delivery delays

Delivery delays may occur because of:

• Customs processing;
• Severe weather;
• Carrier disruption;
• Industrial action;
• Public holidays;
• Natural disaster;
• Conflict or civil disturbance;
• Government action;
• Security incidents;
• Incomplete delivery information;
• Unusually high seasonal demand;
• Events outside our reasonable control.

We will not treat every delay as a breach where we have taken reasonable steps to fulfil the order and the delay is outside our control.

However, this does not remove any mandatory right to:

• Receive delivery within an agreed or legally required period;
• Set an additional reasonable delivery period;
• Cancel an order;
• Receive a refund.

If we become aware of a material delay, we will take reasonable steps to notify you.

21. Lost or substantially delayed parcels

If a parcel has not arrived by the end of the estimated delivery period, please:

1. Review the tracking information.
2. Check for carrier delivery messages.
3. Check with household members, reception staff or authorised neighbours.
4. Check any nominated safe place or collection point.
5. Contact us at info@aetheldesign.com.

Where we appointed the carrier, we will take reasonable steps to investigate the delivery with that carrier.

You may be asked to provide:

• Confirmation of the delivery address;
• A non-receipt declaration;
• Identification where reasonably necessary;
• Information requested by the carrier;
• Confirmation that household members did not accept the parcel.

You are not required to resolve an outbound carrier claim directly where we appointed the carrier, although your reasonable cooperation may be necessary.

If the parcel is confirmed lost, or if it is not delivered within a period that entitles you to a remedy, we will provide the replacement, refund or other remedy required by applicable law.

22. Tracking shows delivered but the parcel is missing

If tracking shows that a parcel has been delivered but you cannot locate it, contact us as soon as reasonably possible.

Before contacting us, please check:

• The complete delivery address;
• Any delivery photograph;
• Safe places around the property;
• Neighbours;
• Reception or concierge;
• Shared mailrooms;
• Parcel lockers;
• Household members.

We will review available delivery evidence and may open an investigation with the carrier.

A carrier scan or delivery photograph may be relevant evidence but will not automatically defeat a valid claim where you did not receive the parcel.

Where a parcel was left in a location without your authorisation, your mandatory rights remain unaffected.

Where you expressly instructed the carrier to leave the parcel in a particular place, responsibility for loss after compliant delivery may pass to you to the extent permitted by law.

False non-delivery claims may be declined and reported to the carrier, payment provider or relevant authority.

23. Products damaged during delivery

Please inspect the parcel and products after delivery.

If a product appears to have been damaged in transit, contact us as soon as reasonably possible. Reporting visible transit damage within 48 hours can assist with a carrier investigation, but failure to report within 48 hours does not automatically remove a mandatory consumer right.

Please retain:

• The product;
• All internal packaging;
• The external shipping carton or envelope;
• Shipping labels;
• Damaged components.

We may request photographs or video showing:

• The external parcel;
• The shipping label;
• Internal packaging;
• The damaged product;
• The affected component.

Do not install or continue using a product that appears structurally damaged or unsafe.

For confirmed transit damage:

• No restocking fee applies;
• We will bear or reimburse reasonable return costs;
• We will provide the remedy required by applicable law.

If the parcel is visibly and seriously damaged when offered for delivery, you may refuse it where the carrier permits. You should also contact us because refusal alone may not constitute formal cancellation.

24. Incorrect or incomplete deliveries

Contact us promptly if:

• You receive the wrong product;
• A product is missing;
• A kit is incomplete;
• The quantity is incorrect;
• You receive another customer’s order.

Please do not use, modify or dispose of an incorrectly supplied product.

We may request photographs of:

• The product;
• Packaging;
• Barcode or SKU label;
• Packing slip;
• Shipping label.

For an error caused by us:

• No restocking fee applies;
• We will provide or reimburse reasonable return shipping;
• We will send the correct product or provide another remedy required by law.

25. Refused, unclaimed and undeliverable parcels

Refusing delivery does not automatically complete a cancellation or return request. Please notify us separately through our authorised return or cancellation process.

A parcel may be returned to us where:

• The delivery address was incorrect or incomplete;
• Delivery was attempted but the parcel was not collected;
• The recipient was unavailable;
• The recipient refused delivery;
• Required customs information was not supplied;
• Properly disclosed import charges were not paid;
• The carrier could not access the property.

Where the failed delivery was not caused by us or our carrier, the order may be treated as a change-of-mind return.

Where permitted by law, the refund may be reduced by reasonable and documented:

• Return-to-sender charges;
• Customs charges;
• Storage charges;
• Carrier charges;
• Re-delivery costs.

The 10% restocking fee may also apply to eligible voluntary returns from:

• The United States;
• Canada;
• Australia;
• New Zealand.

No restocking fee applies to UK, EU, EEA or Mexican returns.

No deduction will be made for a failed delivery caused by our error or by a carrier for whom we remain responsible.

26. Re-delivery

Where a parcel is returned because of an incorrect address, failure to collect or another customer-caused delivery issue, we may offer re-delivery.

Before re-dispatch, you may be required to pay the reasonable cost of:

• Return transportation;
• Reprocessing;
• New outbound delivery;
• Customs or carrier charges attributable to the failed delivery.

No such fee applies where re-delivery is required because of an error by us or our appointed carrier.

We may require confirmation of the corrected delivery address before re-dispatch.

27. Risk of loss and ownership

For Consumer orders, products remain at our risk until they enter the physical possession of:

• You;
• A person identified by you to receive them;
• Another nominated recipient, to the extent provided by applicable law.

Handing a Consumer order to a carrier appointed by us does not, by itself, transfer the risk of loss or damage to you.

Where you independently appoint a carrier that was not offered or arranged by us, risk may pass when the goods are handed to that carrier, where applicable law permits.

Where you expressly nominate a freight forwarder, safe place, neighbour, collection point or other recipient, risk may pass following compliant delivery to that nominated recipient or location, to the extent permitted by law.

For Business Customers, risk will normally pass on delivery unless separate written business terms provide otherwise.

Ownership of a product passes to you when:

• We have received full payment; and
• The product has been delivered,

whichever occurs later.

28. Events outside our reasonable control

We are not responsible for a delay or failure caused by an event outside our reasonable control where we have taken reasonable steps to minimise its effect.

Such events may include:

• Extreme weather;
• Natural disaster;
• Fire;
• Epidemic;
• War;
• Terrorism;
• Civil disturbance;
• Government action;
• Sanctions;
• Customs disruption;
• Carrier shutdown;
• Industrial action not limited to our own workforce;
• Utility failure;
• Telecommunications failure;
• Cyberattack despite reasonable security measures.

We will resume performance as soon as reasonably possible.

Where the event causes a substantial delay, we will provide any cancellation or refund right required by applicable law.

29. Cancellations, returns and refunds

Order cancellations, returns and refunds are governed by our:

[Returns, Cancellations and Refunds Policy link]

For ordinary change-of-mind returns:

• Customers are generally responsible for return postage;
• No restocking fee applies to UK, EU, EEA or Mexican returns;
• A 10% restocking fee applies to eligible voluntary returns from the United States, Canada, Australia and New Zealand;
• No restocking fee applies where a product was faulty, damaged in transit, incorrect or materially misdescribed.

Where an entire UK, EU or EEA order is validly cancelled under statutory withdrawal rights, the least expensive standard outbound delivery charge will be refunded in accordance with the Returns, Cancellations and Refunds Policy.

Premium and expedited delivery upgrades are not normally refundable beyond the standard-delivery amount.

30. Contact us

For questions about shipping, tracking or delivery, contact:

CRESTAVERA LIMITED

Email: info@aetheldesign.com
Telephone: +44 7534 046773

Registered office:
Suite 8, The Monument
45–47 Monument Hill
Weybridge
Surrey KT13 8RN
United Kingdom

Company number: 16270955
VAT registration number: GB492448265

Important: The registered office is not a warehouse or product returns address. Please use the authorised returns process before sending any product.