Shipping policy

Last updated 16 September 2026

We prepare and dispatch orders as quickly as we can while allowing enough time for accurate personalisation and quality checks.

Delivery area

This policy assumes delivery within the United Kingdom. The destinations available at checkout are the destinations we currently serve. Please contact customercare@chanara.co.uk before ordering if you need delivery outside the available area.

Processing and delivery times

Our usual delivery estimate is 3 to 5 working days unless the product page, quotation or order confirmation states otherwise. Working days exclude weekends and public holidays in England.

Personalised products may require production time before dispatch. Bulk, corporate and event orders may take longer because of quantity, artwork approval, material availability and quality checks. We will give an estimated lead time in the quotation or order confirmation where possible.

If we send a proof, the lead time begins after you approve it and complete any required payment. Delayed approval or missing information may move the estimated delivery date.

Delivery charges and free delivery

Delivery charges are shown at checkout. Free standard delivery applies to eligible UK orders over £100 where the checkout confirms the offer. The threshold is assessed after discounts. Express, timed, oversized, remote-area or other specialist delivery options may be excluded or charged separately if disclosed before payment.

Tracking and delivery

Where tracking is available, we will send details to the email address or telephone number provided. Carriers may offer safe-place, neighbour or redelivery options. If you authorise one of these options, delivery to that location may count as completed.

Please provide a complete and accurate address. If a parcel is returned because the address was wrong, delivery was refused or collection was not completed, we may charge reasonable redelivery costs. Personalised goods are not refundable merely because delivery could not be completed for these reasons.

Delays and missing parcels

Carrier and production dates are estimates unless a fixed date has been expressly agreed. If tracking has not updated or the parcel is late, contact us at customercare@chanara.co.uk with your order number. We will investigate with the carrier and explain the available next steps.

If we cannot deliver within an agreed timeframe, your rights will depend on the circumstances and applicable law. For consumer orders, we will not reduce rights available under UK consumer law.

Damage in transit

Please inspect the parcel promptly. If an item arrives damaged, photograph the outer packaging, shipping label and affected product, keep the packaging where practical, and contact us promptly at customercare@chanara.co.uk. This helps us resolve the issue with the carrier but does not remove your statutory rights.