Shipping policy

Shipping Policy

We make our pieces with care, and we know that once your order is on its way, you'll be excited to see it arrive. 🖤

Here's everything you need to know about how we make, dispatch and send your order.

Made-to-order & handmade pieces

Most of our pieces are made especially for you, rather than sitting ready-made on a shelf.

Our typical turnaround time for made-to-order items is 6–8 weeks, although the timeframe can vary depending on the piece you've ordered and how busy we are.

We'll always work to the turnaround time quoted on the product page at the time you place your order. If we become aware of any unexpected delay that may significantly affect your order, we'll contact you personally to let you know.

Please remember that turnaround time is the time it takes us to make your order. It is separate from the delivery time once your order has been dispatched.

Once your order is ready

When your piece is finished, we'll get it packaged up and on its way to you. UK orders are sent via Royal Mail using a tracked service, so you'll receive tracking information once your order has been dispatched. Please keep an eye on your tracking link after dispatch, as Royal Mail will provide the most up-to-date information about your parcel's journey.

Where's my parcel?

We completely understand the temptation to keep refreshing the tracking page. We've done it too. 😅

Sometimes parcels take a little longer to make their way through the postal system, particularly during busy periods. If your tracking hasn't updated or your parcel hasn't arrived when expected, please give Royal Mail a little time to complete their delivery process before contacting us. Royal Mail has its own timescales for when an item can be treated as lost and when a claim can be made. These vary depending on the service used.

If your parcel has passed the relevant Royal Mail timeframe and still hasn't arrived, please contact us at alt.originals.encore@gmail.com and we'll investigate it with Royal Mail on your behalf.

As the sender, we're the ones who need to raise the enquiry with Royal Mail. Royal Mail also advises recipients of online purchases to contact the retailer if an item hasn't arrived.

A little patience goes a long way

We know waiting for something you've ordered isn't always easy, especially when it's something we've made specifically for you. We'll always do our best to keep your order moving and keep you informed if there's a problem.

Handmade takes a little longer. That's because your clothes aren't being churned out by a factory, they're being made by us, for you. 🖤

If you have any questions about your order or delivery, you can always reach us at: alt.originals.encore@gmail.com