Shipping policy
Shipping Policy
At On The Terrace, all products are made to order. This means each item is produced after you place your order, allowing us to offer unique designs while reducing waste.
Processing Time
Orders are typically processed within 2–5 working days. During busy periods, processing times may be slightly longer.
Shipping Times
United Kingdom
Estimated delivery: 5–10 working days after dispatch
Europe
Estimated delivery: 7–12 working days after dispatch
Rest of World
Estimated delivery: 10–15 working days after dispatch
Please note that these are estimated delivery times and may vary depending on your location, local postal services, and customs processing.
Shipping Costs
Shipping costs are calculated at checkout based on your location and the items in your order.
Order Tracking
Where available, tracking information will be provided once your order has been dispatched. Please allow a few days for tracking updates to appear.
Delays
While we aim to deliver within the estimated timeframes, delays can occasionally occur due to factors outside our control, including:
- Postal service disruptions
- Customs processing
- High seasonal demand
We appreciate your patience in these situations.
Incorrect Addresses
Please ensure your shipping address is correct at checkout. We are not responsible for orders shipped to incorrectly provided addresses.
Lost or Delayed Orders
If your order has not arrived within 20 working days of dispatch, please contact us at info@ontheterrace.net and we will investigate the issue.
Fulfilment
All items are produced and shipped by our trusted third-party fulfilment partners. This allows us to deliver made-to-order products while maintaining consistent quality standards.
If you have any questions about shipping, please contact us at info@ontheterrace.net.