Shipping policy
Shipping & Delivery Policy
Last updated: 22 October 2026
At Franklin & Stitch, every order is prepared with care from our studio in Wimbledon, London. Whether you're ordering a personalised gift, embroidered clothing or something for your four-legged best friend, we aim to get your order to you as quickly and safely as possible.
1. Processing & production times
As many of our products are handmade or personalised to order, please allow time for your items to be prepared before dispatch.
Non-personalised products: Typically dispatched within 1–3 working days.
Personalised and embroidered products: Typically dispatched within 3–5 working days.
Bespoke and bulk orders: Production times will be confirmed when your order is agreed, depending on quantities, design complexity and availability.
Processing times are estimates and may be longer during busy periods. We'll contact you if we anticipate a significant delay.
Working days exclude weekends and UK bank holidays.
2. UK delivery
All UK orders are shipped using Royal Mail Tracked 48, unless another service is specified at checkout.
Royal Mail Tracked 48 typically aims to deliver within 2–3 working days after dispatch.
Please note that production time and delivery time are separate.
Shipping costs are calculated at checkout based on your order and delivery location.
Once your order has been dispatched, you'll receive a shipping confirmation with tracking information where available.
3. International delivery
We offer international delivery to selected countries, with available destinations and shipping rates displayed at checkout.
International orders are sent using tracked delivery services, including Royal Mail International Tracked or other suitable couriers.
Estimated delivery times are generally 10–14 working days after dispatch, depending on the destination and customs processing.
Delivery times may vary due to customs clearance, local postal services and seasonal demand.
If your destination is unavailable at checkout, please contact us at hello@franklinandstitch.com.
4. Customs duties & import taxes
International orders may be subject to import duties, customs charges or local taxes.
Where applicable, these charges may be collected at checkout or by the destination country's customs authority or delivery provider.
Any duties or taxes not collected at checkout are the customer's responsibility.
We recommend checking your country's import requirements before placing an order.
If a parcel is returned because customs charges have not been paid, please contact us so we can discuss the available options. Any refunds or additional postage charges will be handled in accordance with applicable consumer rights.
5. Tracking your order
Once your order has been dispatched, you'll receive a confirmation email containing tracking information where available.
If you have any questions about your delivery or need help tracking your parcel, please email:
Please include your order number so we can assist you as quickly as possible.
6. Delayed, lost or damaged parcels
Although we work with trusted delivery providers, occasional delays can occur due to postal disruptions, customs processing, severe weather or other circumstances beyond our control.
If your order hasn't arrived within the expected delivery timeframe, please contact us so we can investigate with the courier.
If your parcel arrives damaged, please contact us with your order number and photographs where possible.
We will work with you to resolve the issue in accordance with your statutory consumer rights.
7. Incorrect delivery addresses
Please double-check your delivery details before completing your order.
If you notice an error after placing your order, contact us as soon as possible at hello@franklinandstitch.com.
We'll do our best to amend the address before dispatch, although changes cannot always be guaranteed.
If a parcel is returned due to an incorrect or incomplete address supplied by the customer, additional postage charges may apply if redelivery is requested.
Your statutory rights remain unaffected.
8. Returns & cancellations
For eligible non-personalised products purchased online by UK consumers, you normally have 14 days from the day after receiving your order to notify us of cancellation, followed by a further 14 days to return the goods.
Products made to your specifications or clearly personalised are generally exempt from change-of-mind cancellation.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
For full details, please refer to our Returns & Refund Policy.
9. Contact us
If you have any questions about shipping, delivery or an existing order, please get in touch.
Franklin & Stitch
Wimbledon, London, United Kingdom
Email: hello@franklinandstitch.com
We'll be happy to help.