Shipping & Delivery Policy
At Handmade, we take great care in preparing, packing, and delivering every order. Our products are carefully handled before dispatch to help ensure they reach you safely and in excellent condition. This Shipping & Delivery Policy explains how your order is processed, dispatched, tracked, and delivered. By placing an order with Handmade, you agree to the terms outlined below.
Shipping Partner
Our official shipping and delivery partner is Skynet. Once your order has been prepared and dispatched from our facility, it will be handed over to Skynet for delivery to the shipping address provided during checkout. Skynet may use its own regional delivery network or associated courier services depending on the destination. Delivery procedures and timelines may therefore vary slightly depending on your location.
Estimated Delivery Time
Our standard estimated delivery time is up to 14 working days from the date your order is confirmed. Working days generally exclude weekends, public holidays, and officially observed holidays. Delivery timelines are estimates and may vary depending on the destination, courier operations, weather conditions, seasonal demand, or other circumstances outside our direct control. We always aim to have your order delivered as quickly as possible while ensuring that your handcrafted items are packed and transported with appropriate care.
Order Processing
Once your order has been successfully placed and confirmed, our team will begin preparing it for dispatch. Each order may go through a final inspection, careful folding or rolling where required, protective packaging, and shipment preparation before being handed over to our courier partner. Processing time is included within the overall estimated delivery period unless otherwise communicated to you.
Order Confirmation
After placing your order, you may receive an order confirmation containing details of your purchase. Please review your order information carefully, including your name, contact details, product selection, and shipping address. If you notice any incorrect information, please contact us as soon as possible. Changes may not be possible once an order has already been dispatched.
Order Tracking
Once your order has been dispatched, tracking information may be provided where available. This may include a tracking number or shipment reference that can be used to follow the progress of your delivery. Please note that tracking information may take some time to update after the shipment has been handed over to the courier. If you have not received tracking information but your order has already been dispatched, you may contact our team for assistance.
Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order. Please ensure that your shipping information includes the correct recipient name, phone number, street address, city, postal code where applicable, and any additional information that may help the courier complete the delivery successfully. Handmade cannot be held responsible for delays, failed deliveries, or additional charges resulting from incorrect, incomplete, or outdated delivery information provided by the customer.
Changing Your Delivery Address
If you need to change your delivery address after placing an order, please contact us immediately. We will make every reasonable effort to update the shipping information before dispatch. However, once an order has been handed over to Skynet, we may not be able to modify the delivery address. Any address change requested after dispatch may also result in additional delivery time or charges depending on the courier’s policy.
Delivery Attempts
The courier may contact you using the phone number provided with your order to coordinate delivery. Please ensure that someone is available to receive the package at the delivery address. If the first delivery attempt is unsuccessful, the courier may attempt delivery again or provide instructions regarding the next available delivery option. Repeated failed delivery attempts may result in the shipment being returned to us.
Delayed Deliveries
Although we aim to deliver orders within 14 working days, occasional delays may occur. Possible causes of delay may include high order volumes, courier network disruptions, adverse weather conditions, public holidays, transportation issues, incorrect delivery details, remote delivery locations, or other circumstances outside Handmade’s reasonable control. Where possible, we will assist you in obtaining an update from the courier if your shipment experiences an unexpected delay.
Remote or Difficult-to-Reach Locations
Deliveries to remote, rural, or difficult-to-access locations may require additional delivery time. In certain cases, the courier may contact the customer to arrange delivery to the nearest serviceable location. Delivery availability may depend on Skynet’s service coverage in the relevant area.
Receiving Your Order
We recommend inspecting the outer packaging when receiving your order. If the parcel appears significantly damaged, opened, crushed, or tampered with, please take photographs before opening the package. These photographs may be required to help us investigate any issue with the courier. Once opened, we also recommend checking the product promptly to ensure that it has arrived in the expected condition.
Damaged Items
If your order arrives damaged, please contact our customer support team as soon as possible.
Please provide your order details along with clear photographs of the outer packaging, shipping label, and damaged product. This information allows us to review the issue properly and determine the appropriate next steps. Damage claims may be difficult to process if the original packaging or photographic evidence is unavailable.
Missing or Incomplete Orders
If your package has been marked as delivered but you have not received it, please first check with members of your household, building reception, security staff, or any other person who may have accepted the parcel on your behalf. If the order still cannot be located, please contact us with your order information so we can assist with the courier investigation. If your shipment arrives with an item missing, please contact us promptly and include photographs of the package and the items received.
Incorrect Products
We carefully review orders before dispatch; however, if you receive an incorrect product, please contact us as soon as possible. Please keep the item in its original condition and packaging until our team has reviewed the issue and provided further instructions.
Shipping Delays Beyond Our Control
Handmade is not responsible for delays caused by events beyond our reasonable control, including courier disruptions, severe weather, natural disasters, transportation interruptions, public holidays, strikes, governmental restrictions, or other unforeseen events. In such circumstances, delivery times may be extended. We will continue to provide reasonable assistance where possible until the shipment is delivered.
Product Packaging
Our products are carefully packed to help protect them during transportation. Depending on the product, rugs and other textile items may be folded, rolled, or securely wrapped for shipping. Temporary creases or compression caused by packaging can occur during transportation. These generally reduce naturally once the product has been unpacked and allowed to settle.
Order Responsibility After Delivery
Once an order has been successfully delivered to the address provided by the customer and accepted by the recipient or another authorized person at that address, the delivery will generally be considered complete. Please ensure that deliveries are made to a safe and secure location.
Contact Us
If you have any questions regarding your order, shipment, tracking information, or delivery, our team will be happy to assist you.
Email: info@handmadepak.com
Phone: +1 617 500 9800
When contacting us regarding an existing order, please include your order number or relevant order details so our team can assist you more efficiently.