Shipping policy
Every Victoria Carlton order is sent with tracked delivery, and delivery is free on orders over £20. Here's everything you need to know about how your order gets to you.
Delivery costs
| Destination | Service | Under £20 | £20 and over |
|---|---|---|---|
| United Kingdom | Royal Mail Tracked | £2.71 | Free |
| International | Royal Mail International Tracked | £7.32 | Free |
The delivery cost is always shown at checkout before you pay. There are no other delivery charges.
Who sends your order
Your order is prepared and dispatched by our fulfilment team and our fulfilment partners, then delivered by Royal Mail (and, for international orders, by Royal Mail's partner postal service in your country). If you order several items, they may arrive in separate parcels. You'll receive tracking for each parcel and you won't pay any extra delivery.
Processing time
We process orders within 24 business hours (Monday to Friday, excluding UK bank holidays). Orders placed on a weekend or bank holiday are processed on the next business day. You'll receive an order confirmation email straight away, and a dispatch email with your tracking link once your order is on its way.
Delivery time
Once dispatched, orders arrive within 7 business days. Many orders arrive sooner, particularly outside busy periods such as Black Friday, Christmas and the January sales.
Where we deliver
We deliver to the United Kingdom, all EU countries, Australia, Canada, Hong Kong, Israel, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, Switzerland, the United Arab Emirates and the United States. You don't need an account to order: you can check out as a guest.
Tracking your order
All orders are tracked. To check the status of your order:
- Click the tracking link in your dispatch email, or
- Use Track your order (enter the email address you ordered with), or
- Email us at support@victoriacarlton-london.com with your order number.
Tracking can take up to 48 hours to update after dispatch.
Customs and import charges
Orders delivered outside the United Kingdom may be subject to import duties, taxes or handling fees charged by the destination country. These charges are set by local customs authorities and are payable by the recipient. They are not included in our prices or delivery charges.
Changing your address or cancelling
Please check your delivery address carefully at checkout. If you need to change it or cancel your order, email us within 24 hours of ordering and before your order is dispatched. Once an order has been dispatched we can't change the address. We can't be held responsible for parcels that are returned or lost because of an incorrect or incomplete address.
Delayed, lost or missing parcels
- Not arrived yet? If your order hasn't arrived within 7 business days of dispatch, email us with your order number and we'll investigate with Royal Mail.
- Tracking says delivered but you can't find it? Check with neighbours and any safe place, and look for a Royal Mail "Something for you" card. If it still hasn't turned up after 2 days, contact us.
- Missing item? If your parcel arrives without an item you ordered, check whether your order was sent in more than one parcel, then contact us within 7 days of delivery.
Please contact us within 30 days of dispatch about any parcel that hasn't arrived. If Royal Mail confirms a parcel is lost, we'll send a replacement or give you a full refund, including any delivery charge, whichever you prefer.
Damaged parcels
If your parcel arrives damaged, email us photos of the packaging and the items within 7 days of delivery and we'll put it right. See our Returns & Refunds Policy for full details.
Contact us
Email: support@victoriacarlton-london.com
Phone: 020 7946 0321
Hours: Monday to Friday, 9:00am to 5:00pm (UK time), excluding bank holidays. We reply to all messages within 24 hours on business days.
Victoria Carlton is a trading name of AE DSV Ltd, registered in England and Wales, company number 17050720. Registered office: 191-199 Prospect House, London Road, London, TW7 5XD, United Kingdom.