Shipping policy
Delivery
Everything is made by hand here in Herefordshire and posted out by us, so here's exactly what to expect.
Where we deliver
We currently deliver to addresses within the United Kingdom only. If you're outside the UK and you'd really like something, email us at info@lost-valley.co.uk and we'll see what we can do.
What delivery costs
| Order value | Delivery |
|---|---|
| Up to £5.00 | £2.25 |
| £5.01 to £10.00 | £5.00 |
| £10.01 to £19.99 | £6.99 |
| £20.00 and over | Free |
Delivery is calculated on your order total and shown before you pay — no surprises at the last step.
Free delivery over £20
Spend £20 or more and UK delivery is on us, automatically. No code needed.
Need it sooner? Express delivery — £7.50
If your order is for something we have in stock, we can get it out the door the next working day and send it Royal Mail Tracked 24. Order by 1pm Monday to Friday and it leaves us on the next working day — so an order placed on Friday goes out on Monday.
Express is a flat £7.50 and isn't included in free delivery, because you're paying for us to move your order to the front of the queue rather than for the postage.
Express is for items we hold in stock. If what you've ordered is made to order, we'll email you with the soonest date we can manage — and if that doesn't work for you, we'll refund the express fee, or the whole order if you'd rather.
How long it takes
Two things make up the wait: the time we take to make your order, and the time Royal Mail take to deliver it.
| We dispatch within | |
|---|---|
| Items we have in stock | 2–3 working days |
| Made-to-order items | 5–10 working days |
| Bespoke and commissioned pieces | Agreed with you before we start |
Most of what we make is made to order rather than taken off a shelf — your 3D prints are printed for you, and engraved pieces are cut when you order them. The wait is the making.
If anything is going to take longer than this, we'll email and tell you. We'd far rather you knew.
Who we post with
We send everything by Royal Mail. Once your parcel is on its way we'll email you to say it's gone.
Royal Mail aim to deliver within 2–3 working days of us posting, though it can occasionally take longer at busy times of year.
Busy periods
We're at markets and events most weekends, and December is our busiest month by a long way. We'll post our last Christmas order dates on the website and our social media each year — worth a look if you're ordering a gift with a deadline.
Getting your address right
Please double-check your delivery address at checkout, including the postcode. We post to exactly what you give us.
If you spot a mistake, email us straight away at info@lost-valley.co.uk. If we haven't posted yet we'll change it gladly. Once it's gone we can't redirect it, and we can't cover the cost of a parcel delivered to an address you gave us.
If your parcel doesn't arrive
First, please check with your neighbours and anywhere your postie might leave things — that solves most of them.
If it still hasn't appeared, email us. Royal Mail don't usually treat an item as lost until 10 working days after its due date, so we may need to wait that long before we can claim and send a replacement. We'll keep you posted while we do.
If your parcel arrives damaged
Please photograph the packaging as well as the item before unpacking any further, and email us within 7 days. The photos are what let us claim from Royal Mail. We'll replace or refund your order — see our Returns & Refunds Policy for the full detail.
Changed your mind?
Our Returns & Refunds Policy covers your right to cancel and return an order.
Any questions
Email info@lost-valley.co.uk or call 07810 353544. We're often out at markets at weekends, so weekend messages are usually answered on the next working day.