SHIPPING & STORE POLICIES
SHIPPING
All orders are processed within 2-5 working days. As the majority of our products are handmade or made to order, this processing time allows each piece to be created with care and attention to detail.
UK Orders
All UK orders are shipped via first class post with Royal Mail, with an estimated delivery time of 1-2 working days after dispatch.
A tracked delivery upgrade is available at checkout for added peace of mind.
International Orders
International delivery typically takes 5-7 working days (approximately 1-2 weeks), depending on location.
Tracked shipping upgrades are also available.
Shipping costs for international orders will be calculated at checkout.
Additional Information
During busy periods (such as Christmas), processing and delivery times may be slightly longer. We recommend placing orders in advance to avoid delays.
If we are away or temporarily unable to dispatch orders, a notice will be displayed at checkout with updated timelines.
RETURNS & EXCHANGES
We accept returns on non-personalised items only.
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Items must be returned within 14 days of delivery
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Items must be unused, in original packaging, and in a resellable condition
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Return postage costs are the responsibility of the customer
Non-returnable items:
Personalised or custom made items are non-refundable, unless:
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The item arrives damaged, or
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The personalisation was completed incorrectly on our part
If incorrect personalisation details are provided at checkout, we cannot be held responsible.
CANCELLATIONS
Orders may be cancelled within 12 hours of purchase.
As many items move quickly into processing due to their handmade nature, we are unable to guarantee cancellations beyond this timeframe.
DAMAGED OR LOST ORDERS
If your order arrives damaged, please contact us as soon as possible with clear photographs so we can resolve the issue promptly.
If your order is lost in transit:
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A replacement will be offered where possible
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If a replacement is not suitable, a refund will be issued
Reporting timeframes:
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UK orders: please report within 14 days of dispatch
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International orders: please report within 21–28 days of dispatch
PERSONALISED ORDERS
Many of our products can be personalised to create something truly meaningful.
Please ensure:
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All personalisation details are entered correctly at checkout
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Spelling, formatting, and character sensitivity are checked carefully
All personalised items:
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Are made within 2-5 working days
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Are non-refundable and non-returnable, unless faulty or incorrect
CONTACT
If you have any questions about your order, please don’t hesitate to get in touch.
We aim to respond to all enquiries within 24 hours.
OUR APPROACH
At Ankaur, each piece is created with intention - a space for healing, reflection & growth.
Most items are handmade or made to order, allowing us to reduce waste and avoid overproduction. Where possible, we use recycled materials and eco-friendly packaging, including responsibly sourced paper stock, eco-conscious candle wax, and sustainable postal materials.
Every order is prepared with care, attention to detail, and positive energy - we truly value the trust you place in us!