All orders are posted via Royal Mail and are estimates. Delivery times apply from the day your order was dispatched.

UK:

• Standard 2-4 working days (normally 2)
• Express 1-3 working days (normally 1)
• Special Delivery 1 working day

EU/EEA

• Standard 2-4 weeks (3 on average)
• Tracked 1-2 weeks

USA & Canada

• Standard 2-6 weeks
• Tracked 1-2 weeks

Australia, New Zealand & Singapore

• Standard 2-6 weeks
• Tracked 1-2 weeks

Everywhere Else

• Standard 2-6 weeks
• Tracked 1-2 weeks

Orders take 1-2 days working days for me to process your order and ship it.

Holiday seasons may extend these times, but you will be made aware if they do.

We accept returns on everything apart from the following:

• Faulty products (i.e. 2nd/B Grades, 3rd/C Grades)
• Customised Products (unless faulty)
• Digital products and/or services

For everything else the following applies:

Returns are accepted happily, however you are responsible to cover all return shipping costs (including packaging). Returns are only accepted from the person who originally purchased the item.

To return an item, let me know within 21 days of receiving your items. You can then send them back to me within 14 days of letting me know you wish to return them. Once I receive the returned items I will issue your refund, providing they follow the below conditions, within 14 days.

I can only refund your items once we have received them, so we recommend you send them with tracked shipping. Lost packages are your responsibility.

Items should not be returned in poor condition, this includes but not limited to; damaged, scratched, stained, smelly (i.e. pet or cigarette smoke). If they arrive in poor condition we will not issue you a refund and you will need to cover the shipping costs again if you would like them sent back to you.

I do not offer product exchanges.

Customised Items:

We can happily cancel orders if we haven't started the production process.

I reserve the right to evaluate on a case by case basis

For all other items, the following terms and conditions apply:

Providing the order hasn't been dispatched, we will happily cancel your order.

To request a cancellation, please contact me

I reserve the right to evaluate and cancel on a case by case basis.

We pride ourselves on high quality standards, however, if you received an item that doesn't match your expectations feel free to contact us

Damaged Items

If your item arrived damaged or you feel was graded incorrectly, we will assist no problem! To help the process, please send the following:

1. A photo of each damaged item, showing the damage in detail.
2. A photo of the exterior packaging.
3. A photo of the interior packaging.

Send your enquiry to norfolkpins@gmail.com and include:

• Your name, order number and email address used when ordering.

Missing Items

If your order is missing an item, we will dispatch it to you on the next working day free of charge.

If you have worries about a order being delayed, there are a few things you can do:

1. Check with your local post office in case they tried to deliver when you weren't in.
2. Check with your neighbours to see they received it accidentally.

We do not define an order lost until the following days below have passed since the day we dispatched your order:

All of the following information is from the Royal Mail website (our mailing provider)

UK:

• 12 working days

EU/EEA

• 25 working days

Rest of the World:

• 31 working days

If the following days have passed for your order, please contact me and we can sort things out for you.

Some countries require you to pay a sales or use tax and duty when you import items from overseas. These countries may also add a "handling" fee to this sum or other fees. These fees are your responsibility to pay.

Again, our store does not charge these fees upfront nor are they included in your shipping costs.

See your local customs website for more information on import fees that may apply to you.