Shipping & Customs Policy

Every piece is hand-loomed to order. We aim to dispatch within 1–3 working days (each bag is hand-loomed to order). You’ll receive a confirmation when your order is placed and a dispatch notice with tracking when it ships. Processing may be longer during launches, sales or peak periods.

UK orders are delivered 2–4 working days after dispatch, fully tracked. Shipping is free on orders over £100; otherwise a flat rate is shown at checkout. UK orders are not subject to any customs charges.

International orders typically arrive 5–14 working days after dispatch, depending on destination and customs. Transit times are estimates, not guarantees, and can be extended by customs clearance in the destination country.

We ship with established tracked services — Royal Mail and its international partners for most destinations, and courier services (such as DHL, FedEx or UPS) for larger or express orders. The carrier for your order is shown on your dispatch notice. Once handed to the carrier, your parcel is handled by them and, for international orders, by the destination country’s postal and customs authorities.

TheProudLondon ships internationally on a DAP / DDU basis (Delivered At Place / Delivered Duty Unpaid). This means the price you pay covers your goods and our shipping charge only — it does not include any charges raised by the destination country.

International orders may be subject to import duties, customs fees, VAT, sales tax, brokerage or handling fees, and other local charges imposed by the destination country. These charges:

• vary by country and are determined by your local customs authority;
• are not included in your product price or shipping cost;
• are not collected by TheProudLondon; and
• are payable by you, the customer, as the importer — usually to the carrier before or on delivery.

We cannot calculate these charges in advance or tell you the exact amount. If you’re unsure, check with your local customs office before ordering.

TheProudLondon is not VAT registered. Any import duties, customs charges, local taxes, VAT, or fees imposed by the destination country are the responsibility of the customer.

Prices on this site are shown in GBP (£) with no VAT added. We do not charge or collect VAT, sales tax or import tax at checkout, and we do not pre-pay duties on your behalf. Any tax due in your country is assessed and collected locally.

If you refuse to pay the customs duties or import taxes due in your country, the parcel may be returned to us, held, or destroyed by the carrier. Where a refused parcel is returned to us, we will refund the price of the goods once received, less our original outbound shipping cost and any return-carriage, customs or handling charges we incur. Unrecoverable charges cannot be refunded.

Parcels can be returned to us for reasons outside our control — including unpaid customs charges, an incomplete or incorrect address, or failure to collect within the carrier’s holding period. When a returned parcel reaches us we’ll contact you to arrange re-shipping (additional postage applies) or a refund of the goods, less shipping and any charges incurred.

Please check your shipping address carefully at checkout — it is your responsibility to provide a complete, accurate address. We cannot change an address once an order has shipped. Parcels delayed, lost or returned due to an incorrect address are not our responsibility, and any re-shipping costs are payable by you.

If tracking shows your parcel hasn’t moved or hasn’t arrived well beyond the estimated window, email hello@theproudlondon.co.ukand we’ll open an investigation with the carrier. We can’t declare a parcel lost until the carrier’s investigation period has passed (typically 15–20 working days for international post). Once confirmed lost in transit, we’ll replace or refund your order.

Delivery estimates are not guaranteed. Customs clearance, carrier backlogs, weather, strikes and other events outside our control can delay a parcel. Customs delays in particular are managed by your local authority and are outside our control. We’ll always help you chase a delayed parcel, but delays of this kind don’t qualify for a refund of shipping.

For returns and refunds, see our Returns & Refunds policy. Note that for international returns, any duties or taxes you paid on import are recovered from your local customs authority, not from us.

Anything unclear about shipping or customs? Email hello@theproudlondon.co.ukbefore you order and we’ll gladly help.