Please check the Delivery Update page for the latest processing and delivery news. The following information applies to normal trading.
For information about ordering, and returns please see this page
Updated 12th January 2023
Questions about tracking and delivery issues
How long does it take to deliver my order?
UK: 1-3 working days
Europe: 2-5 working days
Rest of the world: 7 working days
Please note that I cannot guarantee any delivery date
Weather, Brexit and pandemic related incidents can cause delays. For more information on any issues which may be affecting mail services around the world, see Royal Mail International Incident Bulletin.
How does Brexit affect my order?
The following information applies to customers in the EU
From 1st July 2021, the EU has implemented a new system called IOSS (Import One Stop Shop). This allows businesses to collect destination VAT on all EU orders, even from countries outside of the EU. This hopefully allows a smoother process through customs and avoids any further duty charges.
Unfortunately, it is not feasible for me to offer EU delivery from this website, without risking further charges and taxes for you at your end. However, I am able to offer EU delivery from my Etsy store. The prices displayed on my Etsy store include VAT automatically applied for your destination country. If you purchase through my Etsy store, it will not incur any addition tax or duties (for orders up to €150).
Who pays for custom fees and taxes?
Any international order may be subject to additional customs taxes and handling fees, these are the responsibility of the buyer.
Where is my order?
If you have received a dispatch confirmation email from Bert and Roxy, then your parcel is on its way. Please see above for details about approximate delivery times.
In your dispatch confirmation email, you will find a tracking link for your order. You can also track your parcel with Royal Mail here. If it is an international order, once is has landed and has been scanned in at the destination country, you can track it through your country's main postal service.
If you are still waiting for your order to arrive beyond the approximate delivery times, please get in touch with me and I will investigate its whereabouts.