Shipping policy
Shipping Policy
Effective Date: 24 August 2026
This Shipping Policy explains how orders placed through Matt Estlea are processed, shipped, tracked and delivered, including estimated delivery times, international duties, returns and what to do if an order is delayed, lost or damaged.
1. Where We Ship
Matt Estlea ships internationally to customers around the world.
At this time, we do not explicitly exclude any countries from shipping. However, some products may be subject to local import restrictions, carrier limitations or regulations that prevent us from shipping them to certain destinations.
European Union Shipping
We are currently postponing shipments to EU Member States.
This temporary pause is related to new EU packaging requirements under the Packaging and Packaging Waste Regulation (PPWR), which introduce additional compliance, registration and reporting requirements for businesses supplying packaged goods into EU countries.
We are reviewing the requirements and working towards a compliant solution so that we can resume shipping to EU customers as soon as practical.
For the latest information and a fuller explanation, please see our EU Regulation Information page:
https://mattestlea.com/pages/eu-regulation-information
For destinations outside the EU, international shipping remains available subject to any applicable product, carrier or local import restrictions.
2. Shipping Carriers
Our primary shipping carrier is Royal Mail, although we also use other trusted postal and courier services where appropriate.
The carrier used for your order may depend on your location, the size and weight of the parcel, the product ordered and the most suitable delivery service available.
3. Order Processing Times
We aim to process and dispatch orders within 24 hours on working days.
Some orders may take longer to prepare depending on the product, stock availability, customisation requirements or the nature of the order.
Processing time is separate from the estimated delivery time shown below.
Orders may not be processed or dispatched on weekends or UK public holidays.
4. Estimated Delivery Times
Delivery times are estimates and begin once your order has been dispatched.
Typical delivery times are:
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United Kingdom: usually around 1 working day after dispatch.
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Europe: usually around 1–2 weeks after dispatch when EU shipping is available.
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USA and Canada: usually around 1–2 weeks after dispatch.
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Rest of the world: usually around 1–2 weeks after dispatch.
International delivery times can vary depending on the destination, local postal services, customs processing and other factors outside our control.
5. Tracked Shipping
Every physical order we ship is sent using a tracked delivery service.
Once your order has been dispatched, you will automatically receive a tracking number or tracking link so that you can follow the progress of your delivery.
Tracking updates are provided by the relevant postal service or courier and may vary depending on the destination country.
6. Signatures and Proof of Delivery
We do not require a signature for every shipment.
However, some postal services or local couriers may request a signature or use another form of delivery confirmation as proof that the parcel has been delivered.
The exact delivery procedure is determined by the carrier handling the parcel in your country.
7. Shipping Costs and Free UK Delivery
Shipping costs are calculated according to factors such as parcel weight, destination and the delivery service being used.
The applicable shipping cost will be displayed at checkout before you complete your order.
For customers in the United Kingdom, free shipping is available on qualifying orders over £75.
We do not currently offer free shipping to destinations outside the United Kingdom unless specifically stated as part of a promotion or offer.
8. Customs, Import VAT and Duties
International taxes, duties and customs charges depend on the destination and value of the order.
United States
Orders shipped to the United States are sent Delivered Duty Paid (DDP).
This means applicable import duties and charges are covered as part of your order, and customers should not normally be required to pay additional import charges when the parcel arrives.
European Union
EU shipping is currently paused as explained in Section 2.
When EU shipping is available, qualifying orders with a value of €150 or less may have applicable VAT collected using the Import One-Stop Shop (IOSS) system.
For orders over €150, IOSS does not apply. The customer may therefore be responsible for import VAT, customs duties, handling charges or other fees imposed by the destination country when the order is delivered.
Other International Destinations
Customers outside the UK, USA and qualifying EU IOSS orders may be responsible for customs duties, import taxes, handling charges or other fees imposed by their local authorities.
These charges are determined by the destination country and are outside our control.
9. Delayed or Lost Parcels
If your parcel appears to be delayed or you are concerned that it may be lost, you are welcome to contact us at any time.
Because all of our shipments are tracked, we can usually investigate the tracking information, contact the relevant carrier where necessary and provide additional information about the location or status of the parcel.
If an order is confirmed as lost in transit, we will work with you to resolve the situation appropriately.
10. Damaged Orders
If your order arrives damaged, please contact us as soon as possible.
To help us investigate and resolve the issue, we may ask you to provide photographs showing:
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the damaged product;
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the internal packaging;
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the external packaging; and
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any visible damage to the parcel.
We will review damaged deliveries individually and work to provide an appropriate resolution.
11. Returns
We offer 30-day returns on eligible physical products.
Returns can be arranged through our online returns service:
Return shipping costs for eligible returns are covered by us.
Returned products should normally be unused and returned in the same condition in which they were supplied.
Depending on the product and availability, exchanges may also be possible.
Digital Products
Digital products are not eligible for return or refund once supplied, except where required by applicable consumer law.
12. Contact Us
If you have any questions about shipping, tracking, delivery, customs, returns or a particular order, please contact:
13. Changes to This Shipping Policy
This Shipping Policy is effective from 24 August 2026.
We may update this policy from time to time to reflect changes to our delivery services, shipping costs, customs arrangements, carriers or business practices.
Any updated version will take effect when it is published on this page.