Shipping Policy
At True North Bespoke, we take care to ensure your order is made, packed and delivered as safely and efficiently as possible.
Production & Dispatch Times
Many of our products are handmade to order. Estimated production lead times and expected dispatch dates are shown on the relevant product page and may vary depending on the product, size and options selected.
We always aim to work within the estimated timeframe shown when you place your order. As our products are made individually in our workshop, factors such as material availability, production requirements or unusually high order volumes may occasionally affect these estimates. If we expect a significant delay to your order, we will contact you.
Please note that production and dispatch estimates refer to when your order is expected to leave our workshop and are separate from the courier delivery timeframe.
Delivery Timeframes
Once dispatched, most orders arrive within approximately 1–3 working days, although please allow up to 5 working days for delivery.
We use a number of trusted courier partners depending on the size, destination and requirements of the order. While many parcels are sent using an express or next-working-day service, delivery times are not guaranteed and delays can occasionally occur within the courier network.
Where available, you will receive tracking information once your order has been dispatched so you can follow its progress.
Delivery times may be affected by weekends, bank holidays, severe weather, courier disruption or other circumstances outside our control.
Local Collection
If local collection is selected, we will notify you by email once your order is ready. Please do not travel to collect your order until you have received confirmation that it is ready.
Collection times must be arranged in advance, and items should normally be collected within 3 working days unless otherwise agreed.
Shipping Rates
Available delivery options and any applicable charges will be shown at checkout. Depending on the order, these may include:
- Standard or free delivery where offered
- Large or oversized goods delivery, where an additional charge may apply
- Local collection, where available
Remote & Hard-to-Reach Areas
Some remote or harder-to-reach areas, including parts of the Scottish Highlands and Islands, may require a different courier service or incur an additional delivery charge.
If this applies to your order, we will contact you before dispatch to confirm any additional cost or delivery arrangements.
Shipping & Handling
Orders will be sent to the delivery address provided at checkout. Please check your delivery details carefully before placing your order.
If you notice an error after ordering, please contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been dispatched.
If an order is returned to us because the delivery address provided was incorrect or incomplete, or because delivery could not be completed, additional postage charges may apply before the order can be sent again.
Tracking Information
Tracking details will normally be provided by email once your order has been dispatched. Depending on the courier used, this may include a tracking link, tracking number and delivery updates.
Please allow a short period after dispatch for tracking information to become active within the courier's system.
Large & Oversized Orders
Some larger products, bespoke furniture or oversized orders may require a different delivery service. Where this applies, delivery arrangements, timescales and any additional charges will be confirmed as part of the order or quotation process.
Delivery Restrictions
At present, we deliver within the United Kingdom only. Separate delivery terms may apply to certain destinations where stated on our website or during the ordering process.
If we are unable to deliver to your location using our normal delivery service, we will contact you as soon as possible to discuss the available options.
Damaged or Lost Items
We take care to package every order securely before it leaves our workshop.
If your order arrives damaged, appears to have been damaged in transit, or has not arrived within the expected timeframe, please contact us as soon as reasonably possible so we can investigate with the courier.
Further information can be found in our Refund Policy.
Contact Us
If you have any questions regarding production times, dispatch, shipping or delivery, please contact us via our Contact Us page.
