Shipping policy

1) Processing times

  • Orders are typically processed within 1–3 business days (Monday–Friday, excluding public holidays).

  • During busy periods (product launches, fairs, holidays), processing may take longer. Dispatch timing is based on when the parcel leaves us, not when the order is placed.

2) Delivery times (after dispatch)

Estimated delivery windows:

  • UK: typically 2–5 business days

  • International: typically 5–15 business days

These are estimates and not guarantees. Delays can occur due to carrier networks, weather, industrial action, customs, or peak seasonal load.

3) Shipping costs

Shipping costs are shown at checkout and vary by:

  • Destination

  • Parcel size/weight

  • Service level selected

4) Tracking

Where tracking is available, you will receive tracking details after dispatch. If tracking is not available for your chosen service, delivery confirmation may still be provided by the carrier.

5) Delivery address responsibility

You are responsible for providing an accurate delivery address.

  • If an order is returned due to an incorrect/incomplete address provided at checkout, you may need to pay for reshipping.

  • If an address change is needed after ordering, contact us immediately. Changes are not possible once dispatched.

6) Lost, missing, or delayed parcels

If your parcel appears lost or has not arrived:

  • Contact us and provide your order number.

  • We will work with the carrier to investigate.

A parcel is usually treated as “lost” only after the carrier’s investigation period has passed. If confirmed lost, we will offer a replacement or refund as appropriate.

7) Damaged parcels

If your parcel arrives damaged:

  • Take photos of the outer packaging and the item.

  • Contact us within 48 hours of delivery.
    This helps us resolve the issue quickly and supports any carrier claims.

8) Customs, duties, and import taxes (international)

For deliveries outside the UK:

  • You may be charged import duties, local taxes, or handling fees.

  • These charges are set by your country and are your responsibility.
    We do not mark parcels as gifts or undervalue goods.

9) Delivery to safe places / neighbours

If you request a safe place or neighbour delivery, you accept the risk once the carrier records the parcel as delivered in accordance with those instructions.

10) Contact for shipping queries

Phone: 07570 790337
Address: ROGO Studios, 37 Oakley Wood Road, CV33 9RW, United Kingdo