Shipping and delivery policy
Where we deliver, what it costs, how long it takes, and what happens if a parcel is late, lost or damaged. Duties and taxes are always paid by us.
1Where we deliver
To any address in the United Kingdom: England, Scotland, Wales and Northern Ireland. We do not yet deliver elsewhere. If you are abroad, write to us and we will tell you plainly whether we can manage it.
2What it costs
Delivery to any UK address is £75, and free on orders of £499 or more. The charge is shown beside the price on every piece, in the basket and at checkout, before you pay.
Duties and taxes are paid by us, before the parcel reaches you. There is no card through the door, no payment link and no collection from a depot. The total at checkout is everything you pay.
3When it arrives
| Your order | Made for you after you pay. We begin work 24 hours later, once your free cancellation window has closed. |
|---|---|
| The consignment | Orders join the week's consignment, which is sealed in Malwa on Thursday evening, India time. |
| Made to your measurements | Up to two days at the finishing table, to cut each panel to your size and bind the edge. |
| Transit | 6 to 10 days by FedEx to your door. |
We email you when your order joins a consignment, and again with tracking when it leaves India.
4How it is sent
Every piece is finished in our workshop, folded in ivory tissue and packed in our gift box: that is how every order travels. With the Saracen Service it also goes to the front of the workshop queue, and a named member of our team watches it through the making.
5If it is late or lost
If your tracking stops moving, tell us and we will chase FedEx for you. If a parcel is lost in transit we send a replacement or refund you in full, as you prefer. If we cannot deliver within 30 days of the date we gave you, you may cancel and we will refund everything you paid.
6If it arrives damaged
Email orders@saracenthreads.com with photographs of the piece and its packaging. We refund or replace it, and you usually keep the piece, because return carriage to India costs more than most of what we sell.
7Changing your mind
You may cancel any order within 24 hours of paying. After that, panels are made to your measurements and cannot be cancelled for a change of mind. Counterpanes and other standard pieces keep your 14-day right to cancel after delivery, and we collect them at our cost. The cancellation and refund policy has the detail.
