Shipping policy
# Shipping & Delivery Policy
**Quills and Crossings**
Last updated: 06/09/2026
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## 1. Overview
We sell two types of product and they are delivered differently:
- **Digital guides** — delivered instantly by download link. No postage, no delivery charge.
- **Printed items** — made to order by our print partner and posted to you.
If your order contains both, the download arrives straight away and the printed item follows separately.
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## 2. Digital guides
Your download link is sent to the email address you gave at checkout, normally within a few minutes of payment. It also appears on the order confirmation page.
There is no delivery charge on digital products.
If your link has not arrived within an hour, please check your spam or promotions folder first, then email us at admin.quillsandcrossings@gmail.com and we will re-send it. Download links remain valid for [30] days and allow [3] downloads. If yours expires before you have been able to save the file, contact us and we will re-issue it free of charge.
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## 3. Printed items: production time
Our printed items are made individually for you rather than held in stock. Every order goes through production before it ships.
**Production takes [2–7] working days.** This is in addition to the delivery time below. Production begins once payment clears and does not include weekends or bank holidays.
Orders placed during busy periods, particularly November and December, may take longer. We will tell you if we expect a significant delay.
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## 4. Printed items: delivery times and cost
Delivery times below start from the day your order leaves the print facility, not from the day you ordered.
| Destination | Estimated delivery | Cost |
|---|---|---|
| United Kingdom | [3–5] working days | [£X.XX] |
Delivery costs are shown at checkout before you pay.
These are estimates rather than guarantees. Where a delivery date is critical, please contact us before ordering.
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## 5. Where we ship to
We currently ship printed items **to United Kingdom addresses only**. We hope to expand this in future.
Digital guides can be bought and downloaded from anywhere in the world.
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## 6. Where your order ships from
Our printed items are produced by a print partner working with a network of production facilities. We aim to have every order printed within the UK.
Occasionally an item may be produced outside the UK, for example if a particular product or size is unavailable domestically. Where that happens, we cover any import duties or handling charges ourselves — you will never be asked to pay a customs charge on an order delivered to a UK address.
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## 7. Tracking
Where a tracked service is used, we email you a tracking number once your order ships. Tracking information can take up to 48 hours to become active after you receive it.
Some lower-cost services are untracked. Where that applies it will be indicated at checkout.
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## 8. Delivery address
Please check your delivery address carefully before completing your order. Once an item has entered production we may not be able to change it.
If an order is returned to our print partner because the address was incorrect or incomplete, we can send a replacement, but we will need to charge again for postage and reprinting. If you spot a mistake, email us at admin.quillsandcrossings@gmail.com immediately and we will do what we can.
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## 9. Late, lost or damaged parcels
Your order remains our responsibility until it reaches you. If something goes wrong, you deal with us rather than the courier.
**If your order has not arrived** within the estimated window, please allow a few extra working days, as delays are common at peak times. If it is still missing after [10] working days, contact us and we will either send a replacement or refund you.
**If your order arrives damaged,** email us photographs of the item and the packaging within 30 days and we will replace or refund it. You do not need to send the damaged item back.
**Your legal right:** unless we have agreed a longer period with you, we will deliver your order within 30 days of the day you place it. If we do not, you may cancel and receive a full refund.
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## 10. Split deliveries
If you order several printed items, they may be produced at different facilities and arrive separately, sometimes a few days apart. You will not be charged extra postage for this. If part of your order has arrived and the rest has not within a week, please get in touch.
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## 11. Contact
Questions about an order? Email **admin.quillsandcrossings@gmail.com** with your order number and we will get back to you within [2] working days.