Shipping policy

Thank you for shopping with Tessera. We want your delivery experience to be smooth and reliable. This Shipping Policy explains how we process, ship, and deliver orders placed through our online store.

1. Order Processing Times

Standard processing time: 1–3 business days
(Does not include weekends, UK public holidays, or custom/personalised work.)

Personalised or custom-made items: 3–7 business days
Processing time may vary depending on the level of customisation required.

Once your order is dispatched, you will receive a shipping confirmation email that includes tracking information (where available).

2. Shipping Origins

All orders are packed and dispatched from the United Kingdom.

3. Shipping Destinations

We currently ship to:

  • The United Kingdom

  • Europe

  • United States & Canada

  • Australia & New Zealand

  • Most countries in Asia, Africa, and South America where postal services are available

If we cannot ship to your location for legal, logistical, or carrier-related reasons, we will contact you before fulfilling your order to provide an alternative or a refund.

4. Shipping Rates

Shipping costs are calculated at checkout based on:

  • Destination country

  • Weight and size of the items

  • Preferred shipping method

Any promotional or free-shipping offers will be clearly displayed during checkout.

5. Estimated Delivery Times

These are general estimates provided by carriers and may vary depending on location, customs processing, and external conditions.

UK Orders

  • Royal Mail Standard: 2–4 business days

  • Royal Mail Tracked: 1–3 business days

Europe

  • Standard International: 5–10 business days

  • Tracked International: 3–7 business days

USA & Canada

  • Standard International: 7–14 business days

  • Tracked International: 5–10 business days

Australia & New Zealand

  • Standard International: 10–20 business days

  • Tracked International: 7–14 business days

Rest of World

  • Standard International: 10–25 business days

Please note: Delivery times are estimates only and not guaranteed. Delays may occur due to customs inspections, carrier backlogs, weather conditions, and peak holiday seasons.

6. Customs, Duties & Taxes (International Orders)

For orders shipped outside the UK:

  • Customers are responsible for any customs fees, import taxes, VAT, duties, or handling charges imposed by your local government or postal service.

  • Tessera does not control these charges and cannot provide estimates of these fees.

  • If a parcel is refused due to customs charges, we may be unable to offer a refund.

Please check your country’s customs policies before ordering.

7. Tracking Information

  • Tracking is provided for all tracked shipping options.

  • Standard international services may not include tracking, depending on the country.

  • Once a parcel leaves the UK, tracking updates may depend on the destination country’s postal system.

8. Lost, Stolen, or Delayed Packages

Once your order has been handed to the carrier, Tessera is not responsible for:

  • Delays caused by postal services

  • Lost or stolen packages

  • Unclaimed or undeliverable parcels due to incorrect addresses

If your order has not arrived within the estimated timeframe, please contact us at info@thetesseraproject.com and we will assist you where possible.

We may help initiate an investigation with the carrier, but refunds for lost parcels are handled on a case-by-case basis.

9. Incorrect or Incomplete Addresses

Please ensure that your delivery address is accurate and complete at checkout.
Tessera is not responsible for delays or lost parcels caused by:

  • Incorrect addresses

  • Missing apartment/flat numbers

  • Wrong postal codes

If a package is returned to us due to an incorrect address, we can resend it (shipping fee applies) or issue a refund for the item cost only.

10. Pre-Orders & Backorders

If an item is marked as pre-order or out of stock:

  • Estimated ship dates will be shown on the product page.

  • Orders containing pre-order items may be held until all items are available.

  • You may request separate shipping (additional charges may apply).

11. Holiday & Peak Season Delays

During peak periods (e.g., Christmas, Black Friday, Valentine’s Day), processing and delivery times may be extended.
We recommend ordering early to avoid disappointment.

12. Returns Due to Shipping Issues

Please refer to our Refund & Returns Policy for full details.
Shipping fees are generally non-refundable unless the item was defective or the wrong item was shipped.

13. Contact Us

If you have questions or need help with your order, contact us at:

info@thetesseraproject.com
www.thetesseraproject.com

We’re happy to help!