Delivery Information

Carefully packed by hand in our Gloucestershire kitchen and sent using tracked UK delivery.

Delivery timeline at a glance

Delivery timeframes are estimates rather than guaranteed services. However, using tracked delivery means your parcel can be followed once it has left our kitchen.

Shipping costs

Delivery costs depend on the number of items in your order. The exact delivery charge is always shown clearly at checkout before payment.

Tracking your order

Once your order has been dispatched, you will receive tracking information by email from Royal Mail or DHL. Please check your spam or junk folder if the tracking email does not appear in your inbox.

If you need help with your order, you can email us at hello@theartisankitchen.co.uk.

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If your order arrives damaged

We pack every parcel carefully, but glass jars do occasionally have a rough journey. If your order arrives damaged, please report it within 48 hours of delivery so we can review it promptly.

Please complete our damage report form here:

Report a Damaged Order

The form asks for photographs of:

• The outer packaging, including the shipping label
• The damaged item
• The inside of the parcel

Once we have the details, we will review the issue and confirm the next step. Depending on the circumstances, this may be a replacement or a refund.

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Missed deliveries and uncollected parcels

If Royal Mail or DHL cannot deliver your parcel, they will usually provide instructions through a delivery card, email, text message or tracking update. Depending on the courier and location, options may include redelivery, safe place delivery, delivery to a neighbour, collection from a local service point or collection from a sorting office.

Please follow the courier instructions as soon as possible. Parcels that are not collected, rearranged or accepted may be returned to us by the courier.

If a parcel is returned to us because of missed delivery attempts, an incorrect address, access issues, refusal at the delivery address or non-collection, we can usually resend it once the additional postage cost has been paid.

Schools, offices, hotels and shared reception addresses

We can send parcels to schools, offices, hotels, hospitals, universities and shared reception addresses. However, these locations can sometimes be more complicated for couriers because of restricted access, internal post rooms, reception handling or limited delivery windows.

For the smoothest delivery, we recommend using a residential address or a secure delivery point wherever possible. If a parcel cannot be delivered or is returned to us because of access issues, refusal, missed delivery attempts or non-collection, an additional postage charge will apply before it can be sent again.

For personalised, bespoke or made-to-order items, we are unable to refund orders that cannot be delivered because of address access problems, incorrect delivery details, missed delivery attempts or non-collection.

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If your parcel shows as delivered but you cannot find it

Royal Mail and DHL may record delivery confirmation using tracking scans, GPS information, photographs, signatures or safe place details.

If your parcel shows as delivered but you cannot locate it, please contact us within 2 days of the delivery date so we can look into it quickly.

Please include:

• Your order number
• Your delivery address
• Confirmation that the parcel has not been received
• Any delivery photograph or tracking information provided by the courier

Courier investigations can take a little time, but we will monitor the case and update you once the courier provides further information.

Incorrect delivery address

Please check your delivery address carefully at checkout. Shipping labels are created from the details entered with your order, so an incorrect or incomplete address can delay or prevent delivery.

If an incorrect address causes the parcel to become undeliverable or returned to us, additional postage costs may apply before the order can be resent.

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Personalised, bespoke and made-to-order items

Personalised, bespoke and made-to-order items are created specifically for your order and cannot usually be resold.

For that reason, we are unable to offer refunds for personalised or made-to-order items unless they arrive faulty or damaged.

If a personalised, bespoke or made-to-order item is returned to us because of missed delivery attempts, restricted access, refusal, incorrect address details or non-collection, an additional postage charge will apply if you would like the parcel resent.

Returns

Because our preserves are food items, we can only accept returns for items that arrive faulty or damaged.

Returned items must:

• Be unused
• Remain in their original packaging
• Arrive back to us within 14 days of delivery

Please contact us before returning an item at hello@theartisankitchen.co.uk.

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Delivery FAQs

When will my order be dispatched?

Orders placed Monday to Thursday are usually dispatched within 1–2 working days where possible. Orders placed Friday to Sunday usually leave our kitchen on Monday or Tuesday when courier collections resume.

Which courier do you use?

We use Royal Mail and DHL Parcel UK. The courier used depends on the size, weight and handling needs of your order.

Are delivery dates guaranteed?

Delivery timeframes are estimates rather than guaranteed services. Parcels can occasionally take a little longer during busy periods, adverse weather or courier disruption.

Where is my tracking email?

Tracking details are usually sent by Royal Mail or DHL after dispatch. Please check your spam or junk folder if you cannot see the email.

Do you ship outside the UK?

At present, we ship within the United Kingdom only.

Can I send an order to a school, office or hotel?

Yes, but shared reception addresses can sometimes be difficult for couriers. We recommend using a residential address or secure delivery point where possible.

What happens if I miss my DHL delivery?

DHL will usually provide options through tracking, email or text. These may include redelivery, collection from a service point, delivery to a neighbour or safe place delivery where available.

What should I do if my order arrives damaged?

Please report damage within 48 hours using our damage report form so we can review the issue quickly.

What if my parcel shows as delivered but I cannot find it?

Please contact us within 2 days of the delivery date with your order number, delivery address and any courier tracking information.

Can personalised items be refunded?

Personalised, bespoke and made-to-order items are created specifically for your order and cannot usually be resold. They can only be refunded if they arrive faulty or damaged.